Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. That’s great!

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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. Friction may even cause some customers to quit a brand altogether. 1: Understand The Moments That Matter.

Customer Journey 397

Customer Journey Touchpoint Customer Retention Banking 397

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. Jeannie with Kristina O’Brien, Director of Customer Experience at SAVO Group.

Social Media 279

Social Media Customer Experience Professionals Consulting Events 279

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

Experience Investigators by 360Connext

JUNE 17, 2015

Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster…but in order to do that for our customers we have to change entire legacy systems, hire totally new teams, and shift budget dollars from one place to another. Yes, customer experience is a big topic.

Customer Experience 251

Customer Experience Social Media Metrics Call Center 251

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. Take a walk in the customer’s shoes.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

CloudCherry

MARCH 19, 2018

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Merely investing in a Customer Experience Management tool doesn’t suffice. Getting started with a Customer Experience strategy is generally never a problem for brands.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? It's essentially impossible for any one person to be strong in all of these areas.

Customer Experience 369

Customer Experience ROI 2019 Customers 369

MyCustomer

JULY 29, 2020

Individuals succeed primarily because they pick someone they admire, follow their example, and.Which four brands most inspire CX professionals? 3rd Aug 2020 Everybody needs a role model, right? By Michael Hinshaw Managing Director.

Customer Experience Professionals 113

Customer Experience Professionals Brands Customer Experience 2020 113

InMoment XI

SEPTEMBER 22, 2022

Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. Organisations are typically quite comfortable tackling inner loop programs. Is the solution known?

Measurement 370

Measurement Customer Experience Professionals NPS Voice of Customer 370

CloudCherry

MARCH 8, 2019

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

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

Brad Cleveland Blog

NOVEMBER 15, 2024

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Customer Experience Professionals Customers 52

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

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

CloudCherry

SEPTEMBER 11, 2019

In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience. As Annette says, ‘There’s employee’s happiness, satisfaction, engagement, experiences- all of these different terms. She is a Certified Customer Experience Professional (CCXP).

Magazine 199

Magazine Customer Experience Professionals Employee Experience Demo 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

BlueOcean

OCTOBER 7, 2021

Even before the pandemic, customers found themselves faced with myriad rules, restrictions, and bottlenecks to navigate before reaching their destination, leading to many a meltdown at checkpoints and terminals around the world. Everyone has a horror story about their travel experiences, be it a brutal delay or a missed flight.

Travel 218

Travel Customer Experience Call Center Books 218

BlueOcean

JUNE 27, 2024

The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. Read more here > The Customer Is Always Right… Except in Opinion Surveys?

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

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. Here are some questions for customer experience leaders to consider. Who will lead customer experience next?

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Customer Experience Professionals 236

Customer Experience Professionals Customer Centricity Innovation Article 236

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. In-store experiences: kiosks, price check, etc. advertising.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Can you start a VoC program without a customer journey map?

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. Ideas also get trendy.

2020 152

2020 Customer Experience 2002 Consulting 152

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

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. 10 Best Things about Customer Contact Week 2019! by Roger Dooley.

2019 122

2019 Article Customer Service Social Media 122

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. One major lesson during that time: “When does the experience begin?” About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. In-store experiences: kiosks, price check, etc. advertising.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173