CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. The voice of the member is heard and incorporated into all we do.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

Strativity

APRIL 19, 2016

Customer experience design and management consulting firm, Strativity Group, Inc. Where Journeys Meet Exceptional Experiences. Touchpoint Dashboard’s journey management platform gives you the flexibility to design engaging customer experiences. About Touchpoint Dashboard.

Touchpoint 40

Touchpoint 2012 Workshop 2016 40

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Blake Morgan.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Storyminers

JULY 29, 2018

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 40

Culture Voice of Customer Fashion 2017 40

CSM Magazine

AUGUST 22, 2019

The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. Value chain thinking is extremely valuable in customer experience management. Value chain thinking is extremely valuable in customer experience management.

ROI 48

ROI B2B Metrics Culture 48

CX Journey

NOVEMBER 10, 2015

You know you have to transform the customer experience with your company; don't let uncertainty paralyze you or derail you from getting started. Assess the Current State: Culture and Employee Experience The employee experience drives the customer experience. Understand their levels of engagement.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

SmartKarrot

APRIL 4, 2022

Top brands like Ikea, Amazon, and Google take customer success seriously. This is because business growth can be shouldered on a well-designed customer success strategy. Customer experience and customer interactions need to be chalked in the right manner to enhance customer-centric culture.

Customer Centricity 10

Customer Centricity B2B Culture Customer Success 10

Storyminers

JULY 29, 2016

VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention. Too many companies focus on acquisition, investing way more in marketing and sales than on improving the customer experience. It’s all about the customer experience. Annette Franz.

B2C 49

B2C Customer Retention Brands Social Media 49