CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. A quick synopsis of her presentation: Customer Experience leaders are responsible for proactively enabling and embedding customer-focused decision making in their organizations.

Government 68

Government Customer Experience Events Presentation 68

ijgolding

NOVEMBER 29, 2017

This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership? How can a CEO become a stronger customer focused leader, assuming he or she realises the need and is willing to try?

Customer Centricity 59

Customer Centricity Leadership Customer Focused Customer Experience Professionals 59

Michel Falcon Experience

OCTOBER 21, 2015

This single point of accountability (SPA) must attend industry events to learn from others and continuously educate themselves. 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.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

ijgolding

NOVEMBER 22, 2016

As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

SurveySparrow

JANUARY 28, 2020

Unfortunately, there are a lot of CX consultants out there who will tell you that you can drive change by gathering your teams and having them imagine that they’re customers, then throwing around a few Post-it Notes and brainstorming ways to improve the experience. Often people don’t plan on giving a bad or average experience.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. Here’s a picture of the Northern Lab: Customer Experience Podcast Lessons: Journey-Mapping, Specifics, And Guiding Others. Fearlessly, with no holds barred.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

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. According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping.

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Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

ijgolding

NOVEMBER 29, 2016

If you have not yet guessed, the Hokey Cokey has actually become the perfect analogy for the way organisations around the world are attempting to put Customer Experience at the forefront of their strategic thinking. Over the last twenty years, Customer Experience as a strategic way of working has steadily increased in prominence.

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Customer Experience Customer Centricity 2011 2016 88

Michel Falcon Experience

SEPTEMBER 24, 2015

I see it every day: companies from around the world claim to be customer-centric, but their operations don’t show it. If they are truly customer-focused then why is their call centre understaffed? Why are customers waiting on-hold for 60 minutes to speak to an employee? We can see television ads. This company gets it!”.

Customer Experience 60

Customer Experience Social Media Download Workshop 60

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. If this strategy worked for me, surely it will work for you too!

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Kustomer

DECEMBER 31, 2020

It’s always fun to talk to people like yourself who have a plethora of experiences. So I’ve been a customer experience professional for 20 years. It can be really uncomfortable to say, “Okay, we’re actually going to make this shift where the customer is going to be first.” Absolutely.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services. Irit Eizips.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies.

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Customer Retention Webinar Customer Centricity Definition 61