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 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? Moreover, you need to have support from leadership and buy-in from the customer-facing team.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Bruce is widely regarded as a customer experience visionary.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Are you ready to make real changes on behalf of your customers? Avoid these leadership traps and share in the success with your team, other leaders, and your entire organization! Published on: November 06, 2019.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly!

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Customer What? Customer What?

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

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

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Leaders in general, but especially those that are leading in Customer Experience roles, are in a challenging position today made even more difficult by the pandemic.

Leadership 52

Leadership 2020 Culture 2019 52

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. The long list of CustomerBliss clients include Adobe, Zappos and Brooks Brothers.

Chief Customer Officer 124

Chief Customer Officer 2011 2006 2016 124

Totango

MARCH 8, 2022

The community includes areas devoted to leadership discussion and job boards. CSM Practice is a CS consulting firm that serves technology and services organizations. Their forum is geared toward both customer success and customer experience professionals. CSM Practice. Support and Success Boston.

2022 122

2022 Customer Success White Paper Seminar 122

Alida

APRIL 26, 2018

But—and this is an MC Hammer big but—at last year’s Customer Intelligence Summit , Rick Parrish, Forrester principal analyst servicing customer experience professionals, shared results of a study that shows an alarming lack of leadership in customer experience (CX) across all industries.

Insights 133

Insights Customer Centricity 2016 Webinar 133

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

Maz Iqbal

DECEMBER 2, 2014

It tells me that Customer Experience is viewed-treated as an operational matter. What Customer Experience lacks is not certified customer experience professionals. What Customer Experience lacks is not technology nor the consultants to implement the technology.

Customer Experience 76

Customer Experience Multi-Channel Leadership Customer Experience Professionals 76

Customer Guru

MARCH 7, 2018

Nienke Bloem is an acclaimed Customer Experience (CX) consultant and a distinguished keynote speaker on CX. Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP).

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Companies need to employ multiple sources of information to tell the story of customers lives. Blake Morgan Customer Experience Futurist, Speaker and Author. Why did you give that score?

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

Experience Investigators by 360Connext

MARCH 15, 2018

I recently spoke in Kansas City and was invited to visit the iconic Hallmark Headquarters, thanks to Rhonda Basler , a friend from the Customer Experience Professionals Association. Rhonda also asked me some questions about the importance of human evaluation at the intersection of marketing and customer experience.

Connections 160

Connections B2B Fashion Touchpoint 160

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Chelsea Krost.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. In 2016, the need for this training will grow rapidly, and CX professionals will respond by working with their training departments and outside consultants. CX Profession Maturing. Emotion Arising.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Steve DiGioia

DECEMBER 5, 2016

For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Also, as the company grows, it is important for leadership to be aware if any part of the company (departments within the company, people within the company, etc.)

Culture 105

Culture Metrics Hotels Customer Centricity 105

Beyond Philosophy

OCTOBER 28, 2021

Carbone thinks that the key from being a Break/Fix organization and moving on to a Breakthrough Experience organization is for Customer Experience champions to take a leadership role. Persuading people to believe in experience management as a driver for business success is essential for Customer Experience professionals.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Leadership 97

Oracle

AUGUST 1, 2018

Jeanne Bliss Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. Learn more.

Webinar 72

Webinar Chief Customer Officer Customer Experience Professionals Social Media 72

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges? Blockchain, GDPR) and coordination.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. The Role of Leadership in NPS. Leadership is another integral part of the NPS success.

NPS 109

NPS Books Net Promoter Score Leadership 109

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. Dr. Michelli says he writes about brands that take care of their people and customers in a way that differentiates them in the marketplace.

Hotels 104

Hotels Travel Hospitality 2019 104

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. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. Why we love Augie: He’s the Sr.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Oracle

MARCH 11, 2020

[link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. Jeanne Bliss. Kerry Bodine.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Answer Dash

JUNE 27, 2018

4 - IS YOUR LEADERSHIP COMMITMENT REAL? That leads me to ask this question, is your leadership commitment real or is it lip service? Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Is it real, or is it Memorex?

Chief Customer Officer 63

Chief Customer Officer Customer Experience Leadership Customer Experience Professionals 63

ClearAction

FEBRUARY 23, 2015

Capture the customers’ actual experience: not a series of steps, and not a series of ratings about your company’s performance! Is that representative of YOUR experience in what you buy? For B2B in particular, find out who cares about what and why for each step of the customer experience journey.

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77

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. When it comes to Customer Experience, You Have to Keep Rolling the DICE. My Prediction .

2016 74

2016 2002 Insurance Books 74

Oracle

MARCH 1, 2021

If we’re living in the golden age of streaming, Bozoma Saint John is one of the forces building that consumer experience. Before joining the streaming service, she held leadership roles at several companies, including Uber, Apple, PepsiCo, and Endeavor. Bozoma serves as the Global CMO at Netflix.

2021 81

2021 Technology Workshop Advertising 81

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. 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