Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

2015 106

2015 Customer Connectedness Management 2014 106

ijgolding

SEPTEMBER 29, 2015

However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. The 2015 UK Customer Experience Awards was a HUGE event.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Sprout Social (@SproutSocial) July 22, 2015. I’m lucky to have some conversations with smart people all across my industry.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

ijgolding

DECEMBER 30, 2014

Customer Experience training is pretty commonplace now – even to the point where the profession has its very own professional qualification – CCXP (Certified Customer Experience Professional – who would have thought twelve months ago that Customer Experience would be a professional competency?!

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

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SEPTEMBER 24, 2015

Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. The 2015 results appear to go a step further. It is what customers experience. Empathy – Achieving an understanding of the customer’s circumstances to drive deep rapport. Powerful stuff.

2015 87

2015 2014 Brands Customer Experience 87

Forrester

OCTOBER 7, 2015

In April 2015 , we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX).

B2B 98

B2B Customer Experience Professionals Customer Experience B2C 98

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer Success Association’s Customer SuccessCon East.

Events 97

Events 2015 2016 CEM 97

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. Customer experience'

2015 106

2015 2011 Customer Experience Professionals 2014 106

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Episode Overview. About Mark.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Customer Bliss

MARCH 30, 2017

If you’re trying to solve for those issues, which many companies of the modern ecosystem are seemingly trying to do, then a customer experience lab might be a good bet. Inside the Wendy’s customer experience lab. Wendy’s opened their own customer experience lab, called 90 Degree Labs , in May 2015 in Columbus, OH.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. See the 2015 Temkin Effort Ratings.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Brad was the founding partner and former CEO of the International Customer Management Institute (ICMI) and remains a senior advisor today. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Alida

JUNE 16, 2016

Here are our top seven reasons: She pioneered the emergence of the chief customer officer role. In fact, her first book, Chief Customer Officer: Getting Past Lip Service to Passionate Action , published in 2006, explored this new C-suite position. The long list of CustomerBliss clients include Adobe, Zappos and Brooks Brothers.

Chief Customer Officer 124

Chief Customer Officer 2011 2006 2016 124

Tricia Morris

DECEMBER 18, 2015

. • Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member. Nancy Friedman: Customer Service Keynote Speaker and Trainer. •

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Customer Bliss

OCTOBER 31, 2017

She was given the opportunity to begin a formal Client Experience program in 2015 and has been successful in building the foundation and creating momentum to evolve and expand the program in just two short years. Anne has an MBA from Texas A&M International University and a BBA from Texas Tech University.

Customer Experience 0

Customer Experience Chief Customer Officer 2015 Communication 0

Kayako

AUGUST 7, 2015

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association.

Webinar 84

Webinar Chief Customer Officer Books 2015 84

ijgolding

SEPTEMBER 21, 2015

Continuous professional development never ends!! It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. Check out the Temkin Group's Lessons in CX Excellence, 2015 report for some ideas from a range of different companies.

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

CX Journey

JANUARY 6, 2015

And while looking ahead is an important part of planning, there''s also a lot of value in taking the opportunity to stop, reflect, and look back on: what was on our to-do list for the year what we accomplished what we did not accomplish where we''ve been where we are now Having said that, here are some of my thoughts on customer experience in 2015.

2015 64

2015 Employee Experience Customer Experience Professionals Customer Experience 64

ijgolding

FEBRUARY 4, 2016

How do you become a Customer Experience Professional? I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post. back in August 2015 and passed – Wow, do I really know about this stuff?!!

Customer Experience Professionals 72

Customer Experience Professionals Tourism 2006 2015 72

Forrester

MAY 2, 2015

And that means it's time to announce the confirmed list of speakers for our biggest event of the year: Forrester's Forum For Customer Experience Professionals in New York (CXNYC), June 16th and 17th. Because CXNYC 2015 is all about transformation. Even here in Boston, the bloom is on the forsythia -- finally.

Guest Experience 80

Guest Experience 2015 Hotels Customer Experience Professionals 80

ijgolding

SEPTEMBER 30, 2014

In 2010, I was incredibly lucky to lead the team that won a first UK Customer Experience Award for Shop Direct Group. In 2011 I was humbled to see a member of my team win an award for Young UK Customer Experience Professional of the Year. As long as they do come back – that is the point.

2014 102

2014 Customer Experience 2010 2015 102

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

Customer Interactions

OCTOBER 6, 2015

As the website [cxday.org] says, CX Day is a global celebration of the companies and professionals that create great experiences for their customers put on by the Customer Experience Professionals Association (CXPA).

2015 49

2015 Customer Experience Professionals Customer Experience Customers 49

ijgolding

OCTOBER 3, 2016

What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. You can find out by checking out the 2015 Temkin Experience Ratings , which are available free on TemkinRatings.com.

Customer Experience 73

Customer Experience Hotels Insurance Customer Experience Professionals 73

CX University

OCTOBER 22, 2020

Since 2015, CXU has been a Recognized Training Provider by the Customer Experience Professionals Association. CXU and PXA build mastery in their respective disciplines which leads to professional certification as a Customer or Patient Experience Specialist (CXS or PXS).

2015 64

2015 Customer Experience Professionals 2020 Leadership 64

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. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

ijgolding

FEBRUARY 3, 2016

I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional! There is still a band of people who do not consider customer experience to be a ‘profession’ at all. You can find the original article here.

Customer Experience 52

Customer Experience Customer Experience Professionals 2015 Travel 52

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

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

ijgolding

NOVEMBER 24, 2015

In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. It is not a right to have customers.

Customer Experience 59

Customer Experience Customer Experience Professionals Airlines 2015 59

Kerry Bodine

FEBRUARY 6, 2017

Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! A couple of years ago I wrote, “ 2015 was the year of the Super Bowl hashtag.

2017 48

2017 Social Media Advertising 2015 48

CSM Magazine

JANUARY 4, 2016

has announced that it has been named a 2015 CX Impact Award winner. The program is sponsored by the Customer Experience Professionals Association (CXPA), a global non-profit organization dedicated to the advancement and cultivation of the customer experience profession. Verint Systems Inc.

Customer Experience 40

Customer Experience 2015 Customer Experience Professionals Customers 40

Steve DiGioia

DECEMBER 5, 2016

New York Times #1 Bestselling Author, Certified Customer Experience Professional, Strategic Consultant, Certified Professional Speaker, TEDx Presenter. As companies get bigger there are more stakeholders and leaders making decisions on behalf of customers and get farther removed from customer interaction.

Culture 105

Culture Metrics Hotels Customer Centricity 105

ijgolding

DECEMBER 19, 2016

Just researching Sky on the web highlights a plethora of issues being experienced by many of their customers. One of my valued network of Customer Experience Professionals is enduring an even worse experience with Sky at the moment. Sadly, I am not alone.

Feedback 73

Feedback 2015 Customers 2017 73