ReviewTrackers

MAY 8, 2017

Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. Session topics include marketing technology strategy, customer experience design, and data and analytics.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

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

CX Journey

MARCH 15, 2016

Here's what's interesting: these xMOTs help marketers and advertisers, but they aren't helpful to customer experience designers. These xMOTs relate more to stages in time, stages in the customer lifecycle, than they do to brief points in time. I'd say these are more stages of truth than moments of truth.

2006 40

2006 Reference Customer Experience Design Books 40

CX Journey

MARCH 14, 2017

isn't that all going to impact the customer experience? As customer experience professionals, we don't really own any budget, except for maybe listening tools, analytical tools, and personnel. But oftentimes, that budget sits elsewhere, e.g., marketing, operations, customer service, etc., Here's the thing.

Customer Experience Professionals 59

Customer Experience Professionals Innovation 2017 Technology 59

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. Some have seen their fortunes rise. Some have even stayed at elevated levels.

Innovation 76

Innovation ROI Customer Experience Professionals Customer Centricity 76

ClearAction

APRIL 29, 2020

Track record of customer-centric decision-making. More than two customer-management roles previously, such as voice of customer, experience design, customer care, customer intelligence, customer loyalty. Certified Customer Experience Professional (CCXP). Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

CX Journey

AUGUST 28, 2015

As customer experience professionals, we have no shortage of work. YourDictionary.com defines it as work or activity performed with the intention or result of occupying time and not necessarily to accomplish something productive. But are we spending time on things that matter?

Roadmap 72

Roadmap Customer Centricity Customer Experience Professionals Culture 72

CX Journey

JUNE 12, 2015

Dictionary.com says that it's: a narrative providing a history or background context , while TheFreeDictionary.com states that it's the experiences of a character or the circumstances of an event that occur before the action or narrative.; Why is this an important topic that customer experience professionals would be interested in?

Events 65

Events Customer Experience Professionals Customers Connections 65

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them.

Workshop 58

Workshop Touchpoint Culture Customer Experience Design 58

Michelli Experience

AUGUST 22, 2017

My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. My view is also colored by the work I’ve done with very dedicated customer experience professionals within the airline industry.

Airlines 45

Airlines Travel Consulting Customer Experience Professionals 45

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 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. I've been talking about the importance of employees to the customer experience since my days at J.D.

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

CX Journey

MARCH 16, 2017

As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. Not a good feeling when you're a customer experience professional.

Culture 45

Culture Employee Experience Customer Experience Professionals Customer Centricity 45

CX Journey

JULY 25, 2017

Second, I’ve talked to so many people lately who’ve been "volun-told" into a customer experience role.

Webinar 38

Webinar Customer Experience Professionals Culture Leadership 38

CX Journey

DECEMBER 13, 2018

Hiring members of the CX Team requires you to take a long view of customer experience design, execution, and goals. Internal and external hiring for CX forces you to look at the short and long-term goals of your CX strategies, how to implement them for your customers, and how to communicate them to the C-Suite.

Customer Insights 33

Customer Insights Insights Leadership Insurance 33

Experience Investigators by 360Connext

MARCH 25, 2025

It can also be powerful to observe customers during their journey and walk through the process from their viewpoint, as our friend Alison Lichtenstein , senior vice president, customer experience design lead at Citi, explains: It boils down to walking the walk of your customer as much as possible.

Loyalty 143

Loyalty Customer Journey Mapping Customer Experience Social Media 143

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

2016 111

2016 2017 Customer Experience Social Media 111