Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B. They are interpreted by people.

2014 76

2014 Metrics Net Promoter Score Blog 76

ijgolding

NOVEMBER 21, 2014

The 3rd July 2014 was a significant milestone for me and my career. On this date I became a Certified Customer Experience Professional (CCXP). For the last twenty years I have been working across multiple industries to help businesses improve their ability to meet the needs of colleagues and customers.

Customer Experience Professionals 83

Customer Experience Professionals Customer Experience 2014 Definition 83

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! Monday 29th September 2014. Tuesday 30th September 2014.

Customer Experience Professionals 80

Customer Experience Professionals Workshop 2014 Customer Experience 80

Experience Matters

DECEMBER 18, 2014

I wrote this POST for the Customer Experience Professionals Association (CXPA) blog , but decided to also post it here because it’s an important message for all CX Professionals… As 2014 comes to an end, it’s a great time to reflect on where the CXPA is at in its evolution.

2015 106

2015 2011 Customer Experience Professionals 2014 106

Forrester

SEPTEMBER 29, 2014

There''s something extra cool about a brand that''s been around since 1864, and yet runs neck-and-neck with Amazon in our UK customer experience rankings.

Multi-Channel 99

Multi-Channel Customer Experience Retail 2014 99

ijgolding

SEPTEMBER 29, 2015

The 2015 UK Customer Experience Awards was a HUGE event. As I said in 2014, it will not be long before they have to book Wembley Stadium to hold the hundreds and thousands of professionals who want to recognise the efforts of individuals, teams and companies in delivering better Customer Experiences.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

Customers That Stick

OCTOBER 6, 2014

CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014.

2014 123

2014 Events Webinar Customer Experience Professionals 123

Experience Matters

OCTOBER 14, 2014

Related: State of CX Management, 2014 ). B2B CX Compelling Brand Values Customer experience Employee Engagement Purposeful Leadership Customer Experience Professionals Association CX Day CXPA MBUSA Mercedes Benz Steve Cannon' Alignment is well worth the investment of time.

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

ijgolding

SEPTEMBER 24, 2015

Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It was a sentiment I very much agreed with – you can read more about the 2014 results here. The 2015 results appear to go a step further.

2015 87

2015 2014 Brands Customer Experience 87

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Amazon is about long term relationships – with customers, employees and shareholders. The returns will come in time.

2014 116

2014 Retail Financial Customer Retention 116

Experience Matters

MAY 12, 2015

The research also shows that customer experience maturity correlates to financial results. Temkin Group’s Customer Experience Maturity Model uses six stages of CX maturity based on the four customer experience core competencies.

2015 106

2015 Customer Connectedness Management 2014 106

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. Some Background On Tabitha’s Career.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

Definition 98

Definition 2021 2014 ROI 98

Customer Bliss

MARCH 30, 2017

A look inside the Wendy’s customer experience lab outside of Columbus, OH. When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. ” The Humana customer experience lab.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Bob Hayes

MARCH 28, 2015

The Hottest Skill on LinkedIn in 2014: Statistical Analysis and Data Mining. LinkedIn found that statistical analysis and data mining was the hottest skill in 2014 (see Figure 1). In a recent study , I found that customer experience professionals had difficulty estimating size of customer segments based on customer survey metrics.

2014 111

2014 2004 2009 2012 111

Forrester

OCTOBER 15, 2014

Last week I posted part 1 of Forrester''s customer experience Q&A with Olivier Mourrieas of E.On, one of the world's largest investor-owned electric utility service providers. This week I''m posting part 2 of Olivier''s answers, in which he tells us the tangible business results that the E.On CX program has achieved.

Customer Experience 88

Customer Experience ROI 2014 Customer Experience Professionals 88

Forrester

OCTOBER 10, 2014

to speak at Forrester''s Forum for Customer Experience Professionals EMEA in London on November 17 and 18, 2014. And even though utilities don''t exactly captivate their customers, E.On But the reality is that focusing on CX can also do a lot for less sexy industries.

2009 87

2009 Customer Experience Automotive Magazine 87

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping.

Customer Journey Mapping 91

Customer Journey Mapping Customer Journey Banking Chief Customer Officer 91

Kustomer

AUGUST 26, 2022

Crack the Customer Code. Started in 2014, Crack the Customer Code’s podcast is dedicated to helping business owners and customer-facing professionals enhance their business strategies for greater CX. Learn Customer Service Secrets on the Kustomer Podcast.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95

ijgolding

NOVEMBER 28, 2014

However, it is only a matter of time before a viral customer experience public relations disaster could hit any business…… and that leads me very nicely on to a story that might just be the next one to do it… Meet Maggie and David Wheeler. I think millions of UK citizens will join this conversation soon.

2012 127

2012 Social Media 2014 Airlines 127

ijgolding

JANUARY 15, 2016

They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation. In 2014, the CXPA launched the first ever Professional Qualification in CX – yes….that professional qualification.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

ijgolding

MARCH 31, 2017

In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too!

Customer Experience 65

Customer Experience Airlines Travel Customer Experience Professionals 65

CX Journey

JANUARY 27, 2015

Image courtesy of cgrantham Today''s post is a modified version of a post I originally wrote for Confirmit in September 2014. We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies.

B2C 64

B2C B2B 2014 Voice of Customer 64

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

2020 132

2020 Customer Experience Magazine Consulting 132

ijgolding

FEBRUARY 15, 2018

When the world’s first professional qualification in CX was launched by the Customer Experience Professionals Association (CXPA) in 2014, finally the profession was in a position to give CX Professionals the ‘earned authority’ they so richly needed.

2014 57

2014 Customer Experience Professionals Books Customer Experience 57

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

2017 63

2017 Customer Experience Customer Experience Professionals 2027 63

Comm100

MARCH 8, 2017

Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. JeanneBliss. Andrew Neff. AndrewinContact.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Oracle

APRIL 11, 2018

Des gave an inspiring outlook for all customer experience professionals. “A survey of 350 customer experience professionals revealed 65% feel ready to drive CX innovation but over 50% are concerned their competitors are doing it better.” A strong customer viewpoint. He’s not wrong.

2018 40

2018 2014 Customer Experience Professionals Technology 40

CX Journey

AUGUST 16, 2017

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Nothing wrong with that! Executives want to see hard numbers about any investments they make.

Customer Experience 56

Customer Experience ROI 2016 Insurance 56

CX Journey

MAY 12, 2016

Know the difference, especially when customer experience professionals talk about the importance of empathy to the customer experience. In 2014, Bruce Temkin noted that empathy would be the CX word of the year. "I'm sorry you're in pain."

2014 40

2014 Definition 2016 Insurance 40

Customer Interactions

JULY 7, 2015

For customer experience professionals, the saying should be, “never presume to understand a customer until you’ve walked a mile in their shoes.” This week’s CX Buzz of the Week is all about customer journey mapping. It’s not enough to ask customers a few questions or make an educated guess about what they want.

2014 28

2014 Customer Journey Mapping Customer Experience Professionals Customer Journey 28

Bob Hayes

MARCH 21, 2016

These "ultimate criteria", often housed in company dashboards and tracked over time, help guide executives' decisions on ways to improve the quality of the customer relationship. One unstated assumption we make as customer experience professionals is that customers' attitudes are amendable to change.

Metrics 47

Metrics Customer Satisfaction B2B 2014 47

Michel Falcon Experience

OCTOBER 21, 2015

Here is a short list of great customer experience events from around the world. . The IQPC hosts several premium customer experience and customer service events around the world. CXPA is a leading association for customer experience professionals, hosting events for both members and non-members.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

Smith+co CX

MARCH 20, 2014

As marketing and customer experience professionals we need to be aware of the possibilities offered by the latest concepts, yet still apply the age-old principles of good business. Focus on your customer, what they value and how they wish to buy and be there for them. copyright Smith+Co 2014.

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journey 51

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Michel Falcon Experience

SEPTEMBER 24, 2015

The business world doesn’t need another marketer or salesperson; it desperately needs more customer experience professionals. What would you be more likely to invest in to improve your organization’s customer experience? You see, we know that we need to do so, we just need some guidance along the way.

Customer Experience 60

Customer Experience Social Media Download Workshop 60

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” Step 4: Take Ownership of Your Career – No Freebies

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60