Highlights from Day One at VoCFusion 2012
InMoment XI
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.
Highlights from Day One at VoCFusion 2012
InMoment XI
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.
2012 
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Highlights from Day One at VoCFusion 2012
InMoment XI
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.
2012 150
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CX Q&A with Raul Leal, CEO, Virgin Hotel Group
Forrester
MAY 21, 2015
And this year, the iconic brand opened its first hotel in the US - a 250-room property located in the Chicago Loop. How does Virgin Hotel live up to the high standards set by other Virgin businesses? Indeed, one of the things that impresses me about the first Virgin Hotel in Chicago, is how reasonably priced the rooms are!
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The importance of EARNING authority as a Customer Experience Professional
ijgolding
SEPTEMBER 19, 2016
During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. I am responsible for Customer Experience’ – ‘You have to listen to me!’. I will never forget sitting in my hotel room in Munich on the morning of my first class.
Top 20 Books Every Customer Experience Professional Needs to Read Now
Chattermill
MAY 12, 2019
Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.
3 Destructive Consistency Issues You Need to Overcome Now
Experience Investigators by 360Connext
MAY 24, 2017
There’s a part of your customer journey that is most likely inconsistent. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience!
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5 Trends Set to Define Next Generation Customer Experience in 2019
TechSee
FEBRUARY 5, 2019
If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.
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5 Top Customer Service Articles for the Week of April 8, 2019
ShepHyken
APRIL 8, 2019
To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? The short answer is yes.
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108 Customer Experience Innovation in Healthcare, With Jackie McAtee – CB56
Customer Bliss
JUNE 20, 2017
Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.
Innovation 200
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Guest Post: Chatbot vs. Live Chat – Which delivers the best customer experience?
ShepHyken
JUNE 21, 2019
Your customers are used to ordering a taxi, booking hotel rooms and getting their shirts dry-cleaned in a few taps of their phone screen or clicks of their mouse. Customers can get the service they want, when they want it, how they want it. Live chat flourishes in complex sales and customer support journeys.
How to Prove the ROI of Customer Satisfaction (CSAT)
GetFeedback
DECEMBER 2, 2019
Thanks to the service recovery paradox, it’s sometimes better to recover from a negative point in the customer journey to earn loyalty. . Have you ever experienced that as a customer? You call the hotel desk because you need towels, and they apologize by giving you a spa treatment. About the guest author .
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Airbnb Gets It. Do You? Learn About The Airbnb Way.
Beyond Philosophy
OCTOBER 25, 2019
As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. Having worked with and written about the Ritz Carlton Hotel Company, Dr. Michelli knew a bit about the elevated experience of luxury hotels.
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The Future of Customer Experience
CX Journey
MAY 7, 2015
I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. The event takes place at the Hotel del Coronado , and if you've never been, it's a wonderful venue.
‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015
ijgolding
DECEMBER 30, 2014
Customer Experience training is pretty commonplace now – even to the point where the profession has its very own professional qualification – CCXP (Certified Customer Experience Professional – who would have thought twelve months ago that Customer Experience would be a professional competency?!
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Great Customer Experience, European Style
Forrester
SEPTEMBER 12, 2014
That often brought me into contact with people in service industries -- like taxis, restaurants, and hotels -- who had very different ideas of what "service" means than I do. Which is one reason why I''m so excited by Forrester''s upcoming Forum For Customer Experience Professionals EMEA on November 17th and 18th in London.
A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis
ijgolding
SEPTEMBER 24, 2015
Customer Experience Professionals are in constant need of evidence of the ROI of Customer Experience – it is fantastic that KPMG Nunwood are adding even more fuel to the fire! Significant insulation from recessionary downturns in profitability. Non Grocery Retailers in the CEE have delivered 15.8%
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Announcing The Speakers For Forrester's CX Forum In New York, June 16th And 17th
Forrester
MAY 2, 2015
And that means it's time to announce the confirmed list of speakers for our biggest event of the year: Forrester's Forum For Customer Experience Professionals in New York (CXNYC), June 16th and 17th. As your host for this forum, I'm thrilled to share such a strong lineup: Raul Leal, CEO, Virgin Hotel Group.
CX = V! Customer Experience is not a job… it’s a vocation!
ijgolding
APRIL 5, 2016
There is no better way to bring to life what I am describing than the experience I had the pleasure of enjoying last week. Thursday 31st March 2016 was the day that saw the first ever European Members Insight Exchange of the Customer Experience Professionals Association (CXPA). It is really quite remarkable.
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
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.
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Book Review – On Purpose – Delivering a branded customer experience people love
ijgolding
SEPTEMBER 21, 2015
That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!! MD Whitbread Hotels & Restaurants.
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91 Announcing The Speakers For Forrester's CX Forum, NYC, June 16 & 17
Forrester
MAY 2, 2015
And that means it's time to announce the confirmed list of speakers for our biggest event of the year: Forrester's Forum for Customer Experience Professionals in New York, June 16 and 17. As your host for this forum, I'm thrilled to share such a strong lineup: · Raul Leal, CEO, Virgin Hotel Group.
9 Ways You Can Spring Clean your CX
Kitewheel
MARCH 25, 2019
One great way to start quickly is to implement a suppression campaign when customers are facing a service resolution issue. When someone is having an issue with guest services at a hotel for example, the hotel should not be bombarding them with ads for longer stays. Grow beyond crisis communications.
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76 Re-defining NO! Re-focusing your people on the art of the possible
ijgolding
JULY 13, 2015
, the customer may ask….’it I dream of many things when it comes to the world of Customer Experience. Filling the world full of Customer Experience Professionals is one! If you are genuinely Customer Centric, you will do whatever it takes to help your customer – you will not say NO.
11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”
Steve DiGioia
DECEMBER 5, 2016
New York Times #1 Bestselling Author, Certified Customer Experience Professional, Strategic Consultant, Certified Professional Speaker, TEDx Presenter. As companies get bigger there are more stakeholders and leaders making decisions on behalf of customers and get farther removed from customer interaction.
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Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Annette Franz. Jeff Toister.
How to Pick the Best Customer Journey Analytics Platform for Your Needs
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. Handpicked Related Content: McKinsey: The CEO guide to customer experience. By Steve Offsey.
The wonderful sound of Customer Experience: Tales from South Africa
ijgolding
JULY 1, 2015
As of today, I have visited 23 different countries all over the globe – talking about; teaching; consulting; guiding; and sharing thoughts, experiences, knowledge, tools and techniques on the profession that Customer Experience has become. Even now, I am writing this blog post from a hotel room in Singapore.
Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Annette Franz. Jeff Toister.
Customer Experience Engineering Demystified: An In-Depth Look
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.
Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic
ijgolding
MAY 17, 2018
Today I am absolutely delighted to share my final interview with Genevieve Bruketa-Baskovic – an amazingly well travelled Customer Experience Professional who is passionate about doing everything she does with the customer in mind – enjoy…. Tell us a little bit about your working background: Genevieve.
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What can quantum theory teach us about customer experience?
Smith+co CX
MARCH 20, 2014
As we are all realising however, we’re having to completely re-think this approach since the continued growth of digital and social channels means the customer (a bit like those pesky electrons) can exist in several places at once. The traditional customer journey. So, the purpose comes first, the technology enables it.
8 Uses of Artificial Intelligence to Boost Customer Experience Measurement
Pointillist
OCTOBER 22, 2018
The ‘why’ comes from customer comments, social media posts and online reviews—all of which are quite difficult and labor intensive to mine without AI. At the end of my 5-day stay in a hotel, they asked if I enjoyed my stay and would recommend the hotel to my friends and family. Find Insights Across Customer Journeys.
Measurement 40
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Timeless Tuesday: Customer Experience Role Models
Strativity
NOVEMBER 24, 2015
You are a role model for many customer experience professionals. My role models are the flight attendants and the hotel reception staff who decide to smile sincerely and show they care. From an interview with Lior Arussy, November 2012. Can you tell us who your role models are?
How to Create a Single Customer View to Deliver Better Customer Experience
Pointillist
APRIL 26, 2018
Use this information to seamlessly engage with each customer across touchpoints. For instance, a global hotel brand reconciled poor quality and conflicting customer data to improve data accuracy and significantly improve customer service. Most customer experience professionals agree with that view.
Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist
Customer Guru
MARCH 7, 2018
That was my introduction into the customer experience industry. While still deliberating on what career I must choose, I moved on to the Taj Group of Hotels, serving as a guest relation executive with Taj Land’s End in Bandra, Mumbai. It was here that I exactly understood what customer experience really is.
5 Things Your Customer Experience Strategy Needs to be Successful
Michel Falcon Experience
OCTOBER 21, 2015
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. CXPA is a leading association for customer experience professionals, hosting events for both members and non-members.
From Call Center to Consultant: 6 Steps I Followed to Build My Customer Experience Career
Michel Falcon Experience
FEBRUARY 19, 2016
bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.”
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Top 50 Women Leaders in Customer Success 2022
SmartKarrot
MARCH 8, 2022
Caroline Andreola is a Client Success Strategy professional with product development, product marketing, commercial planning, customer success , and project management skills to name a few. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021. Catherine Blackmore.
2022 21
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Top 30 Customer Service Experts to Follow in 2022
SmartKarrot
FEBRUARY 15, 2022
Along with his expertise in customer expertise, Baer is also a content marketing expert offering social media-centric customer service advice. Jeanne Bliss , author, and blogger about customer experience, has over 35 years of experience as a customer experience professional. Jeanne Bliss.
2022 10
10 ‘Welcome to our kitchen’! Would you have the courage to invite customers into the inner workings of your company?
ijgolding
NOVEMBER 12, 2017
What happens when two Customer Experience Professionals visit a restaurant together for the first time? . As a result, when any organisation plays host to a Customer Experience Professional – let alone two at the same time – they have no idea what they may be in for! They were deadly serious.
CX Lessons from 2016: 31 Customer Experience Pros Share Their Plans for 2017
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?”
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