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Introduction: The Changing Landscape of CX Education Customerexperience (CX) education has long relied on a model built around a set of 5-6 pillars. Why Business Cases Alone Can’t Foster Innovation Business case studies are often used in CX education to teach professionals how companies solved specific challenges.
He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customerexperience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.
Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”. He believes that customer success is the way to make customers stick to the brand longer, buy more and advocate for them.
Last week, I wrote a blog post about the employeeexperience side of the United incident. Diane is currently CEO of the CustomerExperienceProfessionals Association. Prior to that, she held high-ranking, customer-facing roles at AT&T and Sysco. Sherpa for new and developing customer obsessed leaders.
She is an internationally recognized CustomerExperience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in CustomerExperience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].
Last week I had a fascinating conversation with a peer of mine – a fellow CustomerExperienceProfessional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Step 5 – Innovate & Co-Create. The six steps are as follows: Step 1 – Attract.
DISCLAIMER: The CX Feud is a game in which 150 customerexperienceprofessionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. All Repair, No Innovation". 7 in 10 say that the company shares customer feedback with employees. Let's start ….
That is why I also advise people that I am a CustomerExperience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!
As a CustomerExperienceprofessional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, CustomerExperience (CX) is still a difficult career in which to demonstrate business value.
While I''m a fan of looking ahead, staying on top of the latest trends, being innovative and cutting edge, and getting out in front of things, it''s important to remember this: just because the calendar flips to a new year doesn''t mean everyone has a new-found appreciation or excitement for all things CX. Baby steps. Stay tuned for that.)
I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the CustomerExperienceProfessionals Association in 2011. “Customerexperience” across the organization wasn’t a clear business initiative or concern. CX: The Past. CX: The Present.
Organized by the CustomerExperienceProfessionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customerexperience learning and networking. CXPA Insight Exchange. When: May 16 to 17, 2017. Where: Phoenix, AZ. Forrester CXNYC. When: June 20 to 21, 2017.
As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customerexperience improvements. The implications of investing in both the employeeexperience and the customerexperience are measurable against the bottom line.
As we know all functions have some role in the end-to-end customerexperience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customerexperienceprofessional. As professionals we are passionate about our roles and responsibilities.
Just this week, a fellow human being – who also happens to be a passionate CustomerExperienceProfessional, has inspired me to write this post. Jacques Strydom believes, that when we are talking about the subject of CustomerExperience, we must always start by remembering that we are Human first.
These authors, speakers, thought-leaders and dedicated customerexperienceprofessionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. Why we love Augie: He’s the Sr.
let’s explore a couple of real-world examples that illustrate the crucial link between CX and strategic goals: Amazon: Customer-Centric Innovation for Market Leadership Alignment with Strategic Goals: Amazon’s relentless focus on customerexperience is tightly aligned with its strategic goals.
The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customerexperienceprofessionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employeeexperience in this way ultimately enhances the customerexperience as well.
Unfortunately, that's where a lot of brands sit today: trying to keep up - if they're even focusing on the chocolates, er, customerexperience. Innovation isn't even in their vocabulary. In a world where products and services are becoming more and more commoditized, customerexperience is the only true differentiator.
Jeanette is driven to make Ecores’ customers lives better. Ecore’s core values are commitment to excellence, compassion, innovation, trust and empowerment. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employeeexperiences.
Mike and Akos, two customerexperienceprofessionals from two continents discuss what customerexperience base thinking can teach politics and how it accelerates “global thinking”. We help companies find the best innovation built around customer rationality and behavioural economics. Absolutely.
In the spirit of graduation season, we asked CX professionals for their best tips and advice for those seeking a career in CX. According to The Future of Jobs report by the World Economic Forum , analytical thinking and innovation are two of the main skills that will be in demand by 2022. Interested in learning more?
When you think of the phrase "inside out" relative to the customerexperience, you probably cringe. This is not a phrase that customerexperienceprofessionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking. It was published on t heir blog on April 24, 2017.
Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Catherine Blackmore is said to be the powerhouse in the CS space and innovation. With her glittering career spanning over two decades, her involvement in running world-class customer success strategies is something to remember. Source: Pexels.
This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customerexperience and customer service. He is also the founder of CX Accelerator, a non-profit community to equip, encourage, and connect CustomerExperienceprofessionals at every stage in their journey.
He has appeared in over 150 media and is regularly cited as a top customerexperience thought leader. In addition to his customerexperience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Barry Dalton. Bob Thompson.
He has appeared in over 150 media and is regularly cited as a top customerexperience thought leader. In addition to his customerexperience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Barry Dalton. Bob Thompson.
In early August, I shared my post titled CustomerExperience Fuels Innovation on Twitter, and Peter chimed in to say, " It sure does !" Customer Service Week/CXDay We started our conversation talking about Customer Service Week and CustomerExperience Day. Hold that thought for a minute.
Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employeeexperience ). For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customerexperience ). Samantha Hammock, American Express // Chief Learning Officer.
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