ijgolding

NOVEMBER 17, 2016

KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization. This post originally appeared on the CXPA Blog on November 10, 2016.

Customer Experience Professionals 95

Customer Experience Professionals Customer Experience 2014 Customer Centricity 95

InteractionMetrics

JUNE 19, 2023

[i] In this way, having a customer experience czar makes a whole lot of sense. CX vs. UX in the Real World In reality, customer experience teams rarely have the top oversight seat in the house. More often, they oversee operational issues or marketing, but not the whole enchilada. But they should.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. It’s shocking to me still sometimes how far removed we are from being able to look through the eyes of our customers. I started EarlyBridge in 2004.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

CX Ahead

FEBRUARY 27, 2018

One that drives revenue through a focus on customer value, enriching relationships and reducing price sensitivity and churn rates. Jeanne Bliss , a CX thought leader, puts forward three fundamental truths on CX strategy: Customers are assets, not costs Customer experience professionals need to earn the right to do the work (i.e.

2006 52

2006 Entertainment Customer Centricity 2004 52

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Talkdesk

MAY 23, 2019

Shell went through some changes in 2004 and I left and decided I was going to try and do something a bit more independent. But, and then around about, sort of, 2008, 2009 I thought, well if I’m going to make a fair go of this idea of being independent, then I can see the way the market was developing.

Books 8

Books 2001 2002 2004 8