TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s one thing to hear customers are complaining about something, it’s another to stand there and hear the complaint directly. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

MARCH 24, 2015

I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals. But I’ll bet on better experiences for everyone. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Totango

MARCH 8, 2022

Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. Why Should You Participate in Customer Success Communities? The community includes areas devoted to leadership discussion and job boards. CSM Practice. Support and Success Boston.

2022 118

2022 Customer Success White Paper Social Media 118

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? If you’re going to have a job improving Customer Experience, you should first define which parts of your experience drive value.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Kustomer

NOVEMBER 9, 2023

Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined. Did you notice our featured blog post image was created by AI?) It’s not a question of why, it’s a question of when.

2023 52

2023 Events E Commerce Blog 52

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Engagement and culture are different, but they affect each other.

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

CX Accelerator

DECEMBER 22, 2022

To equip, encourage, and connect Customer Experience professionals at every stage in their journey. By extending leadership to several of the most talented and helpful people in the world of CX. Chief Engagement Advisor: Jeremy Watkin. Continuing to provide leadership over the non-profit is Co-founder Dan Brown.

Brands 36

Brands 2023 Leadership Events 36

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Lumoa

OCTOBER 24, 2023

This article addresses the importance of happiness in customer experience, explains how happiness can drive growth and become a competitive advantage, and is inspired by the fireside chat “How can we use the science of happiness in CX?”

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association.

2017 91

2017 Customer Experience Books Consulting 91

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

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. Employee Engagement and Customer Experience. My Prediction . This approach is wrong!

2016 74

2016 2002 Insurance Books 74

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. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. mark or memory.

Customer Journey Mapping 91

Customer Journey Mapping Customer Journey Banking Chief Customer Officer 91

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. Employee Engagement and Customer Experience. My Prediction . This approach is wrong!

2016 60

2016 2002 Insurance Books 60

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Kustomer

SEPTEMBER 6, 2018

Michael is the Principal and founder of the consultancy The Pace of Service , which helps organizations to realize the full benefit of Customer Service, Social Business, Business Process Management, and People Leadership. Customers get their issue resolved or the product they want with limited hassle.

E-support 43

E-support Contact Center Books Leadership 43

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

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. Today's blog assignment is to capture the essence of the day's keynote by CXPA Co-Founder and (former) Chair, Bruce Temkin.

Customer Experience 73

Customer Experience Hotels Insurance Customer Experience Professionals 73

Lumoa

JANUARY 19, 2023

They play an important role in shaping the overall customer experience, and it is crucial that they know what their role is in the customer experience strategy and how it impacts the brand. Also, their understanding and engagement in the company’s customer experience strategy is vital to its success.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

CX Journey

JANUARY 2, 2019

I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) How Do We Ensure Employees are Happy and Engaged? And if your employees aren't having a great experience, neither will your customers. Customer service is one of those interactions.

2018 37

2018 2005 2019 ROI 37

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. They were taking their guests around town, engaging with them, and developing friendships. To listen in , please click here. Sources: AP.

Hotels 104

Hotels Travel Hospitality 2019 104

ClearAction

OCTOBER 4, 2015

Some companies are lucky enough to be founded by a customer-centered leadership team, and some companies get infused with customer-centered executives somewhere down the road. We began to talk more about these customer care-abouts as our reason for existence and industry leadership. 1) Get a Listening Ear.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. This means talking to the people who’ve sold or implemented the customer to understand the key goals of why they bought us in the first place.

Customer Success 40

Customer Success Culture Books Blog 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Bliss

JULY 7, 2016

My goal in coaching leaders and bringing them together is to create an engaged community that learns from one another. That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. I call that One-Company Leadership.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

SmartKarrot

DECEMBER 2, 2020

Women are owning more responsibilities and are emerging to adorn strong leadership competencies. Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

ijgolding

FEBRUARY 12, 2018

Manuela is one of the most passionate, professional, capable CX Professionals I have ever had the pleasure of coming into contact with. She has influenced many in her career to date and I am delighted to be able to share her thoughts on my blog so she can inspire many others. Well, I guess not many people have… physically.

Customer Experience 52

Customer Experience Advertising Competitive Advantage Customer Experience Professionals 52

ijgolding

MAY 17, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the final one of the five (you can read the first – an interview with James Dodkins – here ; the second with Chris Brown – here ; the third with Kathy van de Laar – here ; and the fourth with Richard Shenton – here ).

Travel 65

Travel Books Hotels 2018 65

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Adrian Swinscoe. Annette Franz.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Qualtrics

MARCH 19, 2019

Shadow IT makes it easier for hackers to steal your agency’s data, as explained by Qualtrics’ head of security operations in this blog post. Qualtrics is designed to help you take control of the security implications of collecting customer feedback. Governance: get control, improve data quality. Qualtrics helps you get there.

Feedback 22

Feedback Government Webinar Customers 22

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Books Magazine 59