Oracle

FEBRUARY 20, 2020

If you work on a customer experience team — as an account manager or success rep — you may be wondering where your career will take you in the next 2, 5, or 10 years. Across industries, companies are placing greater strategic value on their customer experience and support teams. Isn’t that a weird thought?

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

Alida

JANUARY 7, 2019

For customer experience professionals – those activating the insights customers offer – the winners will be those who earn the right to work inside the system of record’s firewall, engaging the right customers to share data and opinions that can build upon what’s already known by the enterprise.

2019 212

2019 Customer Experience Customer Centricity Competitive Advantage 212

Oracle

MARCH 28, 2018

It’s becoming a massive tech movement and countless companies are not only getting on board, but also finding new, innovative ways to use blockchain technology. How could blockchain impact customer experience? The post Blockchain Technology 101 for Customer Experience Professionals appeared first on SmarterCX.

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience 2008 49

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Kerry Bodine

MAY 14, 2018

Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. The following day, she took the CXPA ’s exam to become a certified customer experience professional.

Customer Experience Professionals 48

Customer Experience Professionals Customer Experience ROI Customer Centricity 48

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Stay tuned!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

InMoment XI

JANUARY 25, 2024

When it comes to creating your customer experience strategy, and deciding which partner to execute that strategy with, it is always important to look at third-party research. Niche Players: Niche Players focus successfully on a small segment, or are unfocused and do not out-innovate or outperform others.*

Reference 260

Reference Roadmap Innovation Technology 260

eglobalis

OCTOBER 1, 2017

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. with products and services and across entire organizations.

Customer Experience Professionals 61

Customer Experience Professionals CEM Customer Experience 2011 61

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

2016 267

2016 Innovation Marketing Insights 267

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Touchpoint Impact Mapping is a innovative way of understanding the moments that matter to customers.

Customer Journey 529

Customer Journey Touchpoint Customer Retention Banking 529

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

ijgolding

MARCH 27, 2018

Today I am absolutely delighted to share my interview with ex colleague and seasoned Customer Experience Professional, Richard Shenton, Head of Customer Experience Strategy & Operational Excellence, Virgin Media Business – enjoy…. Tell us more about your focus on Customer Experience (CX)?

Customer Experience Professionals 59

Customer Experience Professionals Customer Experience Net Promoter Score Financial 59

CX Journey

JULY 26, 2016

Image courtesy of Skley How does customer experience fuel innovation? Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for this chat every Thursday. How does customer experience relate to user experience?

Innovation 43

Innovation Customer Experience 2013 Culture 43

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. Share the literal voice of the customer.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. Here are the answers: 1.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

eglobalis

SEPTEMBER 30, 2017

Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten. Certified Customer Experience CCXP Zertifikations -Programm.

Customer Experience Professionals 62

Customer Experience Professionals CEM Customer Experience 2011 62

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52

Strativity

SEPTEMBER 30, 2019

Today is #CXDay2019 — a full day celebrating the professionals and companies that make great customer experiences happen — organized by the Customer Experience Professionals Association. The role employees in different positions can play in designing innovative customer experiences.

Webinar 63

Webinar Innovation Customer Experience Professionals Events 63

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Customer Experience Professionals 315

Customer Experience Professionals Customer Centricity Innovation Article 315

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

2019 173

2019 Customer Experience 2025 ROI 173

CX University

JULY 11, 2023

Employers throughout all industries, whether a small business with a few employees or an international organization, agree that customer experience certification is a valuable asset for their workers. In fact, a study by the Customer Experience Professionals Association found that 72% of employers would agree with that statement.

Customer Experience 40

Customer Experience Roadmap Customer Experience Professionals Customer Journey Mapping 40

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. These findings come as Gartner anticipates a 25% increase in 2023 customer satisfaction scores among organizations that use AI.

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Customer Experience Professionals 227

Customer Experience Professionals Customer Centricity Innovation Article 227

Oracle

DECEMBER 27, 2018

In 2018, the customer experience was front and center for businesses. Whether you’re focused on building stronger relationships with existing customers or attracting new prospects, brands are taking their CX strategies, technology, and approaches to the next level. Cloud technologies powered a better customer experience.

2018 88

2018 Customer Experience 2019 Retail 88

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Customer Experience Professionals 200

Customer Experience Professionals Customer Centricity Innovation Article 200

Confirmit

SEPTEMBER 5, 2017

As a Customer Experience professional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, Customer Experience (CX) is still a difficult career in which to demonstrate business value.

Customer Experience 49

Customer Experience 2012 Customer Experience Professionals 2017 49

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course. Course Availability Course is available for purchase as a stand-alone program or as an add-on the the CX500 Mastery Series.

Roadmap 52

Roadmap Customer Experience Professionals 2016 ROI 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52