Confirmit

JANUARY 8, 2020

A Voice of the Customer (VoC) program can have a measurable financial impact for organizations by enabling improvements in key metrics such as customer churn, customer spend, and cost of service.

ROI 52

ROI Definition Document Customer Experience Professionals 52

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. He started as a document designer using several VDP technologies, before moving to the software side of the industry.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

2020 132

2020 Customer Experience Magazine Consulting 132

ijgolding

MARCH 10, 2016

Many business leaders find it very easy to SAY that their intent is to be CUSTOMER focused – that their intent is to deliver world class CUSTOMER service – that their intent is to create a strategy that continuously improves the CUSTOMER experience – but actually being able to make this a reality is far more of a challenge.

Customer Centricity 54

Customer Centricity Culture Definition Customer Experience Professionals 54

CX Journey

JANUARY 16, 2019

I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. There's a website for the exam with a lot of details and resources; it now also includes a document that lists books, whitepapers, websites, etc.

Chief Customer Officer 39

Chief Customer Officer Books Loyalty Programs Document 39

ijgolding

JULY 15, 2016

It is indisputable that listening to the perceptions of your customer is vital for any aspiring customer centric company – yet are companies really set up to actually listen? Last week I had the pleasure of talking to an incredibly passionate Customer Experience Professional called Julia Forsyth.

Connections 81

Connections Feedback Airlines Customer Centricity 81

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. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

CSM Magazine

MAY 19, 2023

This involves prioritizing customer needs and preferences. By focusing on providing value to customers, companies can foster long-term relationships, improve customer satisfaction, and drive business growth. This helps customer experience professionals adapt to evolving customer demands and remain proficient in their roles.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52

Storyminers

JULY 6, 2020

That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek. Annette Franz. Jeff Toister.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek. Annette Franz. Jeff Toister.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. This provides a deep insight into how customers move through the journey, and what steps they tend to take. But none of this is easy.

Measurement 40

Measurement White Paper Customer Journey Document 40

Pointillist

APRIL 26, 2018

Silo mentality is the biggest organizational hurdle to improving customer experience.” – Chris Ward, Editor MyCustomer.com. Most customer experience professionals agree with that view. Unified customer data has many additional advantages for a company. Organizational Silos.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

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

ChurnZero

APRIL 5, 2019

By segmenting each customer group , you can get your team attuned to each account’s needs (product focus, usage etc.). Always be documenting your processes and tracking events that you may have not track ed prior. Provide practical tips and suggestions that CS teams can implement to catalyze customer-centric change.

Customer Success 40

Customer Success Customer Centricity Leadership Webinar 40

CX Journey

FEBRUARY 5, 2019

Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience.

Customer Journey Mapping 35

Customer Journey Mapping Transportation Customer Centricity Customer Journey 35

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. Hello and thank you for joining us today to chat with us about your experience in the CX space Nate. Check out the interview below.

Culture 52

Culture White Paper Customer Centricity Feedback 52

Qualtrics

MARCH 26, 2019

Get the charter approved through the right executive channels and add it to the repertoire of other policies and documents that guide what the business or agency does. Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics.

Government 22

Government Webinar Effort Score Contact Center 22

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

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. Do you mind taking just a minute and tell us just a little about yourself? Annette Pedroza: (00:41). Absolutely. I’ve been primarily in the tech industry.

Customer Centricity 52

Customer Centricity Culture Leadership Net Promoter Score 52

ClearAction

FEBRUARY 14, 2015

If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers? In the article Customer Experience Capabilities, Not Projects! Does that make sense? It's in the way you scope the work to be done, and in the ways you treat your suppliers.

Customer Experience 88

Customer Experience Customer Centricity Customer Experience Management Financial 88

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 is not about documenting stuff for the sake of documenting it. That’s not the point.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

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

Experience Investigators by 360Connext

MARCH 25, 2025

But if you dont have these available to you yet, you still have data points like what customers share via feedback mechanisms like survey free-form text, and what frontline workers can share. We need to lean into understanding the true emotions and document that as part of the customer journey map.

Loyalty 143

Loyalty Customer Journey Mapping Customer Experience Social Media 143