SurveySparrow

JANUARY 28, 2020

What advice would you give to our blog readers to help them start their customer journey mapping process? Jim: Well, naturally, I think our book, How Hard Is It to Be Your Customer ? Using Journey Mapping to Drive Customer-Focused Change , is the best place to start! Talk with your customers.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. Customer journey maps are a means to an end, not an end in themselves. They are one of many alternatives you can select to understand your customers’ world.

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77

Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. Customer journey mapping is a critical step in customer experience transformation.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2014 Customer Centricity 40

ijgolding

SEPTEMBER 29, 2015

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. Diana did not have a budget for Customer Experience.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Journey Discovery Creates a Bridge Between Customer Behaviors and Business Outcomes.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Kerry Bodine

OCTOBER 5, 2015

Relocated its warehouse from California to Kentucky—just 15 minutes from a UPS hub—to better handle its growing inventory, cut shipping expenses, and get orders to customers faster. (As As Tony says in his book, “It was good for our customers, and it was good for our bottom line.”). Need to map your customer journey?

Customer Experience 97

Customer Experience Customer Journey Mapping Workshop Customer Journey 97

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

ClearAction

OCTOBER 25, 2015

Yet, for customer experience professionals, those things are typically what we eat, drink and sleep. Minimize invasion by making it easy for customers to give you feedback whenever and however they want, and by requesting specific feedback only as often as you make change happen. Voice of the Customer: Do This, Not That.

Customer Experience 88

Customer Experience ROI Customer Experience Management Customer Journey Mapping 88

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. These include NPS, Net Promoter System, and customer journey mapping. Accordingly, CCXPs have privileges in the Customer Experience Professionals Association.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

ClearAction

MARCH 23, 2015

Customer Experience Governance is part of Organizational Adoption and Accountability, one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). Other articles in this series: Customer Experience Strategy: Do This, Not That.

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Connect with Bodine and follow her latest work on Twitter.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

ijgolding

MARCH 20, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. We work with organisations large and small to help them be more customer-centric.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

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. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). I initially went out and bought myself a nice looking sparkling drumkit, equipped with all the shiny cymbals and accessories possible like I’d seen other professional drummers playing on stage.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21