InMoment XI

SEPTEMBER 30, 2015

Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

Customer Experience Professionals 236

Customer Experience Professionals Customer Centricity Innovation Article 236

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. How to drive innovation as part of your CX strategy?

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Visualizing these examples can help your team understand how to structure the journey map, integrate data, and highlight customer pain points.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Experience Investigators by 360Connext

AUGUST 27, 2024

Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting their efforts in internal communications to surprising them with small tokens of appreciation. Explore the power of storytelling.

2024 190

2024 Customer Experience Professionals Innovation Communication 190

InMoment XI

SEPTEMBER 30, 2015

Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

Customer Experience Professionals 170

Customer Experience Professionals Customer Centricity Innovation Article 170

Qualtrics

JUNE 21, 2019

Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Steve Jobs on Customer Experience.

Customer Experience Professionals 52

Customer Experience Professionals Customer Experience Touchpoint Airlines 52

BlueOcean

JUNE 27, 2024

She argues that these elements must work together seamlessly, much like a symphony, to create lasting customer loyalty and advocacy. Why many of the decisions behind offering more sustainable products happen outside of the contact center, frontline agents should be able to speak competently with customers about this topic.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. At CX arise, he helps organizations accelerate their CX transformation, improving the lives of customers, employees, and partners through great experiences.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. I’m lucky to have some conversations with smart people all across my industry.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

InMoment XI

JANUARY 25, 2024

On the horizontal axis, the completeness of vision is assessed, considering a vendor’s sales strategy, vertical/industry strategy, innovation, and market understanding. Niche Players: Niche Players focus successfully on a small segment, or are unfocused and do not out-innovate or outperform others.*

Reference 195

Reference Roadmap Innovation Technology 195

InMoment XI

SEPTEMBER 30, 2015

Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

Customer Experience Professionals 150

Customer Experience Professionals Customer Centricity Innovation Article 150

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.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Oracle

MARCH 28, 2018

It’s becoming a massive tech movement and countless companies are not only getting on board, but also finding new, innovative ways to use blockchain technology. The post Blockchain Technology 101 for Customer Experience Professionals appeared first on SmarterCX. But where did it come from? Where can it go?

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience 2008 49

Alida

AUGUST 8, 2016

For those researchers who adapt, and take an innovative approach, the opportunity has never been greater. To learn more about the opportunities and threats facing the research industry, join me and 400+ marketers, innovators and customer experience professionals at the 2016 Customer Intelligence Summit this fall.

Marketing 174

Marketing 2016 Customer Centricity Presentation 174

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Customers will become accustomed to these 24/7 options and won’t stick around for those brands who fall behind. Innovation around AI will be the next great frontier, so your organization better be looking to this future quickly. Self-driving vehicles and drones will be wandering our neighborhoods soon. So roll up your sleeves.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

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

Customer Guru

AUGUST 21, 2018

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.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Kerry Bodine

MAY 14, 2018

Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. The following day, she took the CXPA ’s exam to become a certified customer experience professional.

Customer Experience Professionals 48

Customer Experience Professionals Customer Experience ROI Customer Centricity 48

ijgolding

MARCH 27, 2018

Today I am absolutely delighted to share my interview with ex colleague and seasoned Customer Experience Professional, Richard Shenton, Head of Customer Experience Strategy & Operational Excellence, Virgin Media Business – enjoy…. Tell us a little bit about your working background: Richard.

Customer Experience Professionals 59

Customer Experience Professionals Customer Experience Net Promoter Score Financial 59

GetFeedback

JULY 19, 2019

Voice of the Customer results should lead to innovation around customer experience. . A few creative ways I’ve seen organizations use VoC feedback to engage their employees: USAA created the Innovation Community for Enterprise (ICE) to encourage employee suggestions and proposals to improve customer experience.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

CX Journey

JULY 26, 2016

Image courtesy of Skley How does customer experience fuel innovation? Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for this chat every Thursday. How does customer experience relate to user experience?

Innovation 43

Innovation Customer Experience 2013 Culture 43

Strativity

SEPTEMBER 30, 2019

Today is #CXDay2019 — a full day celebrating the professionals and companies that make great customer experiences happen — organized by the Customer Experience Professionals Association. The role employees in different positions can play in designing innovative customer experiences.

Webinar 63

Webinar Innovation Customer Experience Professionals Events 63

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. How to drive innovation as part of your CX strategy?

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

Experience Investigators by 360Connext

MARCH 15, 2018

I recently spoke in Kansas City and was invited to visit the iconic Hallmark Headquarters, thanks to Rhonda Basler , a friend from the Customer Experience Professionals Association. People call the Hallmark card ‘innovative.’”-@rkbasler Human connections make a huge difference in B2B. Click To Tweet.

Connections 160

Connections B2B Fashion Touchpoint 160

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. This helped them win the 2016 CX Innovation award. (I Episode Overview. About Mark.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Oracle

FEBRUARY 20, 2020

In almost every industry, the need for innovation outpaces the rate of production. As a customer experience professional, you’re in an ideal position to take on this type of role. You know what customers need and can likely remix these ideas into operational blueprints for building.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

Talkdesk

JANUARY 15, 2020

Are you an outstanding storyteller and possess an innovative spirit? Are you keen on taking the reality of customer support to the next level? Then look no further – you have just arrived at the right place! Applications to be a speaker are now officially open!

2020 86

2020 Contact Center Customer Experience Professionals Innovation 86

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. Hear about the incredible new innovations you can leverage soon.

2017 100

2017 ROI Innovation Customer Relationships 100

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts.

Sports 123

Sports 2012 Customer Experience Professionals Consulting 123

Customer Bliss

APRIL 25, 2017

Diane is currently CEO of the Customer Experience Professionals Association. Prior to that, she held high-ranking, customer-facing roles at AT&T and Sysco. I’d describe Diane as a passionate CX professional and change agent. Sherpa for new and developing customer obsessed leaders. About Diane.

Airlines 128

Airlines Download Customer Experience Professionals Connections 128

PeopleMetrics

APRIL 4, 2017

Not only is customer experience improvement based on a deep understanding of where interactions with customers fail to meet expectations, the ability to drive customer experience innovation can thrive only in an environment where ‘fear of failure’ isn’t part of the organizational culture.

Culture 94

Culture Books Innovation Customer Experience Professionals 94

Alida

AUGUST 19, 2016

Why people like the things they do has baffled marketers, product managers and customer experience professionals for ages. If you know what makes people tick, you’re one step closer to delivering products, services and experiences that customers will love.

2016 124

2016 Books Consumers Government 124

Forrester

JUNE 4, 2015

At Forrester's Forum for Customer Experience Professionals , June 16 & 17, Blaine Hurst, Chief Transformation Officer at Panera, will be sharing lessons learned from this massive innovation initiative. How can Panera win by applying technology or innovative thinking to truly transform and grow? Panera.

Guest Experience 107

Guest Experience Customer Experience Professionals Innovation Technology 107

GetFeedback

DECEMBER 2, 2019

Are you offering them experiences that earn those higher feelings of satisfaction and delight or are the scores so incredibly consistent they don’t really enlighten you with how your customers are feeling? Your employees will also start seeing what customers like and don’t like. Benchmark your CSAT score against your industry.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Customer Bliss

MARCH 30, 2017

A look inside the Wendy’s customer experience lab outside of Columbus, OH. When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. The yin and yang of customer experience labs.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195