Experience Investigators by 360Connext

OCTOBER 9, 2014

For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. Customer experience as an industry is still in its infancy.

Social Media 279

Social Media Customer Experience Professionals Consulting Events 279

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Experience Investigators by 360Connext

APRIL 6, 2015

Prior to joining Concur, Tabitha built and lead the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as the Global Director of Customer Experience. With 15+ years of experience in the CX field, Tabitha also.

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

MyCustomer

DECEMBER 10, 2020

5th Jan 2021 Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market - because if.What CX professionals can learn from entrepreneurs. By Michael Hinshaw Managing Director.

Customer Experience Professionals 102

Customer Experience Professionals 2021 Customer Experience Connections 102

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. When most folks think of friction, they probably think of middle school science class.

Customer Journey 397

Customer Journey Touchpoint Customer Retention Banking 397

InMoment XI

SEPTEMBER 22, 2022

This is where customer experience professionals can use their creative side to dream up all kinds of ideas—then the ideas can be evaluated to identify the most promising ones. Driver analysis on both structured and unstructured data can help with this process.

Measurement 370

Measurement Customer Experience Professionals NPS Voice of Customer 370

eglobalis

OCTOBER 14, 2024

CX University [link] CX University prepares students for the Certified Customer Experience Professional (CCXP) exam, covering six key competencies in CX management. They offer both foundational and advanced courses for CX professionals. Their courses are well-structured and offer value.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

CloudCherry

SEPTEMBER 11, 2019

Author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), Annette Franz was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized as a top thought leader in Customer Experience.

Magazine 199

Magazine Customer Experience Professionals Demo Employee Experience 199

Feedbackly

MAY 13, 2020

Customer Experience is not something that can be studied at universities, or at least not in many. And it is not something that has.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customers Customer Success 78

InMoment XI

SEPTEMBER 30, 2015

Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

Customer Experience Professionals 236

Customer Experience Professionals Customer Centricity Innovation Article 236

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Topics included Digital CX.

2015 231

2015 Customer Experience Professionals Presentation Article 231

Experience Investigators by 360Connext

JUNE 17, 2015

I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. You have your supplies. Want to get a head start and learn some expert tips?

Customer Experience 251

Customer Experience Social Media Metrics Call Center 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

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 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

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. I’m lucky to have some conversations with smart people all across my industry.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Customer Bliss

OCTOBER 7, 2014

Today is a great day for customer experience professionals around the world, as we celebrate and support the work of driving customer driven growth. Learn More: Customer Experience Professionals Association (CXPA). Please go to CX DAY for a complete calendar of events. Know I’m with you in spirit.

Customer Experience 149

Customer Experience Customer Experience Professionals Events Customers 149

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

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

CloudCherry

OCTOBER 7, 2019

In his conversation with CloudCherry’s own James Gilbert, Dodkins shares his unique perspective on CX, emphasizing that, “Every single customer experience professional is an artist, in one way or another…Musicians don’t make music to make good music.

Customer Experience Professionals 218

Customer Experience Professionals Demo Customer Experience Customer Service 218

Experience Investigators by 360Connext

JULY 27, 2023

Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience.

Customer Experience 198

Customer Experience Competitive Advantage Customer Experience Professionals Customers 198

Experience Investigators by 360Connext

JANUARY 30, 2024

She is a Certified Customer Experience Professional (CCXP) as well as a Lean Six Sigma Black Belt (LSSBB). Michelle is a former board member for the CXPA (Customer Experience Professionals Association). About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better.

Customer Experience Professionals 150

Customer Experience Professionals Feedback Article Engagement 150

InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. View Article

Customer Experience Professionals 150

Customer Experience Professionals Feedback Article Engagement 150

CX Accelerator

MARCH 14, 2019

a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? As a function, we cannot continue this way. Now is the time to learn new skills and apply new techniques as we evolve the CX practice. This urgent need had Ben and I thinking.as

Customer Experience 369

Customer Experience ROI 2019 Customers 369

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

Beyond Philosophy

MARCH 19, 2020

We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

Experience Investigators by 360Connext

AUGUST 27, 2024

Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting their efforts in internal communications to surprising them with small tokens of appreciation. Explore the power of storytelling.

2024 190

2024 Customer Experience Professionals Innovation Communication 190

Experience Investigators by 360Connext

OCTOBER 27, 2020

It’s not realistic to send an army of customer experience professionals to meet with every customer individually, in most cases. It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

ShepHyken

JULY 8, 2019

Blake Morgan shares a “Top Ten” list of customer-focused organizations from ten different industries and a short explanation about why she chose them. 11 Skills and Traits for Customer Experience Professionals in 2019 by Dom Nicastro. Well, here is a list of eleven to consider.

2019 123

2019 Article Customer Service Social Media 123

InMoment XI

SEPTEMBER 30, 2015

Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

Customer Experience Professionals 170

Customer Experience Professionals Customer Centricity Innovation Article 170

Alida

JANUARY 7, 2019

For customer experience professionals – those activating the insights customers offer – the winners will be those who earn the right to work inside the system of record’s firewall, engaging the right customers to share data and opinions that can build upon what’s already known by the enterprise.

2019 212

2019 Customer Experience Customer Centricity Competitive Advantage 212

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? It is a bold prediction, and I agree with it. We discussed this problem in a recent podcast.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

CX Accelerator

DECEMBER 22, 2022

To equip, encourage, and connect Customer Experience professionals at every stage in their journey. And the exciting part? We are just getting started. It's time to accelerate the mission of CX Accelerator in 2023. What mission, you ask? This is what we've been about the whole time, and will be for decades to come.

Brands 36

Brands 2023 Leadership Events 36

CX Accelerator

NOVEMBER 11, 2022

As a passion project, Nate created , CX Accelerator , a first-class virtual community for Customer Experience professionals. After authoring , The CX Primer , Brown was dubbed the “CX Influencer of the Year” by CloudCherry and a top global CX thought leader by several organizations. Back To CX Accelerator Blog

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307