ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. Here are my top five picks from last week. Follow on Twitter: @Hyken .

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

Tricia Morris

JANUARY 4, 2016

A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. I don’t think that this endeavor will be completed in 2016, but those who have bought in to the importance of service will look to: 1. Why Will This Have an Impact in 2016? “A

2016 58

2016 Customer Service Chief Customer Officer 2010 58

Alida

AUGUST 8, 2016

Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher.

Marketing 174

Marketing 2016 Customer Centricity Books 174

iPerceptions

FEBRUARY 12, 2016

There's no shortage of customer experience focused conferences and in 2016 it is going to be no different. These events offer boundless opportunities for networking, discovery and communication.

2016 81

2016 Customer Experience Customer Experience Professionals Events 81

Tricia Morris

JANUARY 25, 2016

It’s no wonder more and more customers began trying to self-serve first. Notes speaker and New York Times bestselling customer service author Shep Hyken in Microsoft’s 10 Customer Service Trends to Watch in 2016 , “Self-service is trending strong. Trends to Watch in 2016. What were their answers?

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

Experience Matters

OCTOBER 7, 2015

Yesterday was a great day, as Temkin Group joined customer experience professionals around the world in celebrating Customer Experience Day 2015. Video: Customer Experience Matters. The bottom line : Already looking forward to the next CX Day on October 4, 2016.

2015 121

2015 Customer Experience Webinar 2016 121

Alida

MARCH 10, 2017

In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers. Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. Twitter lost its way and CX suffered,” says Solis.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

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 Europe.

Events 97

Events 2015 2016 CEM 97

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. Predictive analytics are key to improving Customer Experience in 2016. My Prediction .

2016 60

2016 2002 Insurance Books 60

Experience Matters

SEPTEMBER 1, 2016

Temkin Group has labelled 2016 The Year of the Emotion for customer experience. Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration.

2016 85

2016 Leadership Customer Experience Customer Experience Professionals 85

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. This helped them win the 2016 CX Innovation award. (I Episode Overview. About Mark.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 124

Chief Customer Officer 2011 2006 2016 124

Heart of the Customer

NOVEMBER 12, 2019

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. The reason? A lack of action […].

Customer Journey Mapping 114

Customer Journey Mapping Customer Journey 2016 Customer Experience Professionals 114

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1.

2016 45

2016 Customer Experience Customer Journey Mapping Contact Center 45

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. I came across this article on Yahoo Finance a few days ago.

Customer Experience Professionals 162

Customer Experience Professionals NPS 2016 Leadership 162

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. BTW the Waldorf Astoria has great customer service!!!). It used to be that the buyer was the CIO. Maybe IT still needs to stay focused on their list.

2016 60

2016 B2B B2C Customer Success 60

Tricia Morris

MARCH 14, 2016

—————————. Want to Learn More About Customer Service & Retention? Read 10 Customer Service Trends to Watch in 2016. We’ve also asked what organizations can do immediately to improve customer service. What were their answers?

2016 64

2016 Chief Customer Officer Poor Customer Service Customer Retention 64

Alida

APRIL 26, 2018

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.

Insights 133

Insights Customer Centricity 2016 Webinar 133

Experience Matters

MARCH 21, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year.

Connections 86

Connections 2016 Customer Experience Professionals Events 86

ijgolding

FEBRUARY 20, 2017

However (there is always one of those), Customer Experience Professionals all around the world, still seem to be fighting a justification battle – fending off attack from those who do not believe in the value of CX as a strategic priority, or from those who do not believe that any ongoing investment is required to sustain a focus on it.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

Kerry Bodine

JANUARY 13, 2016

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 SuccessCon West 2016. January 14, 2016.

Events 48

Events CEM 2016 Customer Experience Professionals 48

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. I came across this article on Yahoo Finance a few days ago.

Customer Experience Professionals 111

Customer Experience Professionals NPS 2016 2017 111

ijgolding

APRIL 5, 2016

There is no better way to bring to life what I am describing than the experience I had the pleasure of enjoying last week. Thursday 31st March 2016 was the day that saw the first ever European Members Insight Exchange of the Customer Experience Professionals Association (CXPA). It is really quite remarkable.

Customer Experience 74

Customer Experience Customer Experience Professionals 2016 2011 74

CX Journey

JANUARY 11, 2017

It appeared on their blog in August, 2016. I'm often asked about the future of customer experience: What does it look like? What are the latest tools to help companies improve the experience? This is where I think there is a real opportunity for customer experience professionals. Which tools?

2016 64

2016 Customer Experience Professionals Customers Customer Experience 64

Experience Matters

APRIL 15, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year.

2016 69

2016 Customer Experience Professionals Events Customer Experience 69

Experience Matters

APRIL 18, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group.

2016 67

2016 Customer Experience Professionals Events Customer Experience 67

Experience Matters

APRIL 19, 2016

In a recent Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I spoke about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group.

Customer Journey 67

Customer Journey 2016 Customer Experience Professionals Events 67

Forrester

AUGUST 2, 2016

In my last post , I explained how forces arrayed against federal customer experience (CX) improvement hinder Washington's efforts. To overcome anti-CX forces and achieve all the advantages of better federal CX, customer experience professionals should: Read more Categories: CX. Customer Experience.

Government 60

Government 2016 Webinar Customer Experience Professionals 60

Experience Matters

APRIL 7, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year.

Customer Experience 63

Customer Experience 2016 Customer Experience Professionals Events 63

Customer Interactions

OCTOBER 27, 2016

So said Larry Yusuf, head of customer analytics at IBM, one of the mainstage presenters at Forrester’s CXSF 2016 conference, which I had the pleasure of attending last week in San Francisco.

2016 63

2016 Customer Experience Professionals Events Presentation 63

ijgolding

OCTOBER 3, 2016

Aligning what the customer wants to what the business wants will then give your organisation a chance to piece all of its valuable activity together to get to the ultimate prize – an embedded Customer Centric culture. I am immensely proud to be part of a wonderful community of committed, passionate, driven professionals.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Natalie Petouhof

SEPTEMBER 22, 2016

But if they are doing all that, why do customer still report, in large part, that their experience of most brands is not up to snuff? What I discovered is that there are two groups of people that think about customer / digital experience, but in very different ways. So how could that be? DrNatalie Petouhoff.

Customer Experience 69

Customer Experience Customer Experience Professionals Social Media 2016 69

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

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

JANUARY 24, 2017

It has also been evident for many years that the region has been increasingly focused on delivering great customer service – not just a great product. Thus, the term ‘customer service’ is not new. Yet despite this, a demonstrable understanding and application of Customer Experience has not been as obvious.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62