CX Journey

MARCH 1, 2017

How do you know if the work you're doing to transform your company's culture is effective and is making an impact? CX Network and Forrester's Sam Stern collaborated on a report titled Leading Indicators of an Effective Culture Transformation , which identifies how to track indicators of progress toward customer-centricity.

Customer Centricity 50

Customer Centricity Culture Customer Experience Professionals ROI 50

Beyond Philosophy

DECEMBER 31, 2019

When you take on Customer Experience, you have to think about your business differently than you have in the past. The definition of madness is doing the same things and expecting different results. In some cases, organizations thought forming a Customer Experience team was the solution to the Customer Experience problem.

2020 152

2020 Customer Experience 2002 Consulting 152

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Culture 243

Culture Customers Customer Experience Professionals Blog 243

CX Journey

OCTOBER 30, 2018

Journey Voice of customer Engagement Culture Automation Security Experience Metrics Transformation Let's start with a definition of "buzzword." Wendy Liu is VP, Customer Care and Executive Care Response Liaison at Comcast. Her three terms are transformation, journey, and culture.

Culture 35

Culture Voice of Customer Definition Metrics 35

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Bliss

MAY 16, 2017

She is a Certified Customer Experience Professional (CCXP) as well as certified Six Sigma Green Belt. She is an IAF Certified TM Professional Facilitator. Milista has “the sum of all relationships with your customers.” Anderson holds a B.S. from the University of Tennessee at Chattanooga and M.Ed.

Chief Customer Officer 0

Chief Customer Officer Financial Reference Document 0

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. This will push more aggressive change driven by Customer Experience professionals. Don’t underestimate culture.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. Harness inevitable changes—immerse in Experience Design Improvement & Innovation Click To Tweet. Some have seen their fortunes rise. Some have even stayed at elevated levels.

Innovation 76

Innovation ROI Customer Experience Professionals Customer Centricity 76

Lumoa

MARCH 21, 2023

I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values. Customer service is not a department. I hold nothing back.

Books 88

Books Customer Experience Chief Customer Officer Customer Experience Management 88

ijgolding

FEBRUARY 12, 2018

Pret A Manger’s brand promise is simple, “Passion” – passion in everything they do, passion about their fresh, natural food, about their organic coffee and, most of all, about their passionate staff, which they nurture through a culture that fosters staff motivation and engagement.

Customer Experience 52

Customer Experience Advertising Competitive Advantage Customer Experience Professionals 52

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Zeisler Consulting

APRIL 20, 2021

LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think , and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience. In a compounding way.

Reference 93

Reference Customer Experience Professionals Definition Article 93

ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

Customer Experience 52

Customer Experience Customer Experience Professionals Travel 2015 52

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. It's definitely one of the problems. We’ll think about our culture at another time. So here goes.

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. 13) Stop obsessing about customer journey maps. Teamwork is essential to seamless customer experience.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

ClearAction

OCTOBER 1, 2018

Flowing CXM starts with VoC as the shaper of corporate strategy and culture. VoC flows into additional data and insights to become customer intelligence. This is like the game of Jenga , where short-cuts in the base (headquarters) generate wobbliness at the top (customer touch-points).

Customer Experience 63

Customer Experience 2017 ROI 2018 63

CX Journey

OCTOBER 17, 2018

Beyond that, there must be a well-defined customer experience vision and strategy , a governance structure to provide guidelines and oversight for the work ahead, a focus on improving the employee experience along with recognition that employees drive the customer experience , and a people-first culture.

Omnichannel 44

Omnichannel Government 2018 2019 44

ChurnZero

MARCH 22, 2019

Rob: I would say there are definitely certain ways to go about it, and I think it all depends, and is why we will do a whole research report on that spending data. We had one of our portfolio companies with 60% of their headcount reporting up through CS, and that’s how they focused and was the culture of the business. Too many even.

Customer Retention 61

Customer Retention Webinar Customer Centricity Definition 61

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. Her solution: to say to the organization that we would never design a new product without the following items, so why would we do it for customer experience.

Customer Experience 68

Customer Experience Government Events Presentation 68

Russel Lolacher

OCTOBER 10, 2022

Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. And it’s a joke, because these big executive types are all they see customer equals money. Wow, another acronym. Stacy Sherman.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

ijgolding

MAY 17, 2018

Today I am absolutely delighted to share my final interview with Genevieve Bruketa-Baskovic – an amazingly well travelled Customer Experience Professional who is passionate about doing everything she does with the customer in mind – enjoy…. Tell us a little bit about your working background: Genevieve.

Travel 65

Travel Books Hotels 2018 65

CX Journey

SEPTEMBER 19, 2017

By definition, the mapping process is a collaborative effort that brings different departments together to build that initial assumptive map: for discovering, learning, and sharing. Once you've created the assumptive map , you must have the map validated by customers. Definitely not. This is where maps help to break down silos.

Definition 48

Definition Customer Experience Professionals Touchpoint Customer Experience 48

ClientSuccess

AUGUST 27, 2019

Fundamentally, you can never go wrong talking to customers and working toward greater internal alignment around your customer’s success. What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization? What is one customer success principle you try to live by?

Customer Success 40

Customer Success Culture Books Blog 40

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. Successful customer journey mapping projects don’t just happen by accident. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ijgolding

DECEMBER 11, 2017

The main attractions for me were culture, history and food (not necessarily in that order!). So, was the customer experience different in Japan? Japan has a definite sense of place, and character. Apart from the fact that almost everything we saw was stunningly beautiful, the experience was very distinctive.

Customer Experience 66

Customer Experience Travel Transportation Hospitality 66

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

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. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

CX Journey

FEBRUARY 25, 2016

How would your customers rate your omnichannel experience? Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers. This is a culture thing.

Omnichannel 46

Omnichannel Reference Retail Touchpoint 46

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. How would you define customer experience? it boils down to how the customer feels.

2002 59

2002 Government Travel 2010 59

CX Journey

FEBRUARY 5, 2019

Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. Align the organization.

Customer Journey Mapping 35

Customer Journey Mapping Transportation Customer Centricity Customer Journey 35

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. ” His articles have appeared in numerous professional journals, and he has appeared live on ABC News and Fox Business.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

FEBRUARY 18, 2020

By the time you're done, you'll feel ready to begin advocating for culture-changing growth in your organization. So often I see leaders get so bogged down in setting and meeting their quantitative goals that they forget their customers are human, and that some results can't be quantified. Emails come with actionable missions.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Russel Lolacher

JULY 4, 2022

He is the senior director of customer experience at arise virtual solutions, which is the platform that connects big brands with working from home service providers. Now that definitely lends itself segue into our topic today, which is all about networking and connecting and community building. Russel Lolacher. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Definition 52

SmartKarrot

FEBRUARY 15, 2022

Along with his expertise in customer expertise, Baer is also a content marketing expert offering social media-centric customer service advice. Jeanne Bliss , author, and blogger about customer experience, has over 35 years of experience as a customer experience professional. Jeanne Bliss.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

NPS 126

NPS Net Promoter Score Metrics Effort Score 126