Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer Success Leader. Experience This! The Chief Customer Officer Human Duct Tape Show.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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. But per usual, I was learning from and with my peers. It’s inspiring! Not for the faint of heart!

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Readers have commented that they love the hands-on tips and advice, as well as each chapter being just long enough to gain insight and inspiration yet short enough to be able to read in a coffee break. I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Customer Guru

AUGUST 21, 2018

Apart from being an author, Kerry is also a renowned speaker and an insightful coach. Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Metrics 2017 79

Tricia Morris

DECEMBER 18, 2015

. • Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member.

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. Plenty of customer experience professionals refer to NPS as very predictive, while others completely disagree.

Customer Experience 109

Customer Experience Net Promoter Score Customer Journey Mapping NPS 109

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA).

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

ShepHyken

FEBRUARY 26, 2023

Top 5 ChatGPT Prompts for Customer Experience Professionals by Michelle Hawley (CMSWire)In a world where customer experience (CX) is increasingly important, CX professionals need to stay ahead of the curve. In this article, you’ll find five ChatGPT prompts that every CX professional should know about.

Article 62

Article Customer Service 2023 Call Center 62

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Metrics Consulting 60

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

ROI 100

ROI Net Promoter Score Metrics B2C 100

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. For useful insights on CX, read his blog, Experience Matters. Why we love Augie: He’s the Sr. Clare Muscutt.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. These organizations prioritize understanding and meeting customer needs, leading to increased customer satisfaction and loyalty.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Forrester

OCTOBER 10, 2014

But the reality is that focusing on CX can also do a lot for less sexy industries. to speak at Forrester''s Forum for Customer Experience Professionals EMEA in London on November 17 and 18, 2014. And even though utilities don''t exactly captivate their customers, E.On has been doing and how it''s evolved.

2009 87

2009 Customer Experience Automotive Magazine 87

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

ROI 62

ROI Net Promoter Score Metrics B2C 62

SurveySparrow

JANUARY 28, 2020

That’s when I began exploring ways to capture what customers were thinking and feeling during a journey, and just as importantly, ways to turn that data into easy-to-digest, actionable insights. But if that worked, would your customer experience be broken in the first place? Great title!

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

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.

Customer Experience 68

Customer Experience Government Events Presentation 68

Clarabridge

JANUARY 17, 2017

Observing people in their own world, living their own lives, can lead to true insight. And understanding customers means you can serve them better. Surveys and feedback mechanisms are absolutely critical to a customer-focused organization. Understanding customers helps you stay leaps and bounds ahead of the competition.

Wireless 45

Wireless Customer Experience Professionals Feedback Customers 45

ijgolding

OCTOBER 3, 2016

It is extremely common to find businesses with lots of customer insight activity, with an NPS or CSat programme or both in action. Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

CX Journey

MARCH 12, 2015

(Storytelling), or “We hire people who care about the customer.” Engagement, Culture, and Customer Focus: Three Amigos Put another way, to drive employee engagement, you need to concentrate on helping employees feel motivated in performing their work. And when customers are in your heart, you are more than likely in theirs.

Culture 66

Culture Engagement Customer Centricity Entertainment 66

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

OCTOBER 3, 2022

Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. CMSWire) As a customer experience professional, do you have to be a trained statistician?Thankfully, As we all know, statistics play a big role in measuring customer satisfaction and tracking progress over time. Thankfully, no.

Article 14

Article 2022 Customer Service Retail 14

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. Ask them to get feedback, comments, and insights from their employees about the journey.

Workshop 58

Workshop Touchpoint Culture Customer Experience Design 58

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay!

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

SmartKarrot

FEBRUARY 15, 2022

This will help you stay up to date with the trends and best practices of customer service. In this article, we have curated a list of the top 30 customer service experts you should start following to learn more and gain better insights into the industry. He is known for his ability to help firms reimagine their customer care.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Annette Franz. Arie Goldshlager.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

SmartKarrot

JANUARY 5, 2022

His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels. Peter Armaly is a highly-recognized, visionary Customer Success Leader that can always be found sharing his insight with the CS community.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Annette Franz. Arie Goldshlager.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Irit Eizips.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Beyond Philosophy

MAY 12, 2021

Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . We invited Nancy Porte, Vice president of Global Customer Experience Verint and vice-chair of the Customer Experience Professional Association (CXPA) board, to discuss this research on a recent podcast.

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

ClearAction

APRIL 29, 2020

Develop and deploy the company’s customer experience strategy , including characterization of strategic customer segments and implications for charters and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Experience Investigators by 360Connext

APRIL 6, 2017

Much of what’s already out there about culture lacks insight as to how much content is dedicated to the “magic.” ” Reading about how Disney ensures great experiences makes it too easy think “our organization can’t do that.” . “Culture is the sum of all the things we do in an organization.”-@toister

Culture 88

Culture Books Events Customer Experience Professionals 88

ClearAction

FEBRUARY 26, 2015

How can you get your whole organization engaged in making a significant positive difference to customers, and subsequently to cash? In this 3-part series, we're looking at 3 keys to getting it right: focus on the customers' experience journey , map for actionability , and apply insights everywhere.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

ClearAction

FEBRUARY 23, 2015

In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere. DO THIS: Ask customers about their end-to-end experience regarding the solutions in your category. Measure Customer Value the Customer's Way.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

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. Cross-Channel Campaign Management and Marketing Automation are Not Customer Focused.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90