PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. All Repair, No Innovation". Members of your leadership team are likely no exception. On your marks…. Let's start ….

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

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. Gain a unique perspective on CX thought leadership.

Customer Experience Professionals 52

Customer Experience Professionals Customer Experience Touchpoint Airlines 52

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

Customer Guru

AUGUST 21, 2018

Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. Marketing and thought leadership programs. Kristina Evey Follow @KristinaEvey.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Negative feedback is a rich source of insights into areas for improvement, opportunities for innovation, and strategies for enhancing customer satisfaction and loyalty.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

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

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. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

2020 132

2020 Customer Experience Magazine Consulting 132

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

ijgolding

JUNE 16, 2015

Not only has she served as a CCO for 25 years, Jeanne is also the co-founder of the Customer Experience Professionals Association – she is rather well qualified to write a book on the subject! Competency Two: Align around Experience – Give leaders a framework for guiding the work of the organization.

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

Oracle

FEBRUARY 20, 2020

As technology leads to the automation of task-oriented roles, the World Economic Forum says that the skills of the future will be critical thinking, leadership, problem-solving, creativity, communication, and the ability to navigate ambiguity. In almost every industry, the need for innovation outpaces the rate of production.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. Why do we do this?

2019 146

2019 Social Media Webinar Events 146

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!! Patrick Dempsey OBE.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. Millennials and Generation Z, on the other hand, have grown up in a highly digitized world, valuing collaboration, innovation, and the integration of technology into their work lives.

Leadership 96

Leadership Transportation Workshop Contact Center 96

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. As Margie mentions a couple of different times in this episode, nine months was her sweet spot for starting to turn around some perceptions on customer experience being owned by everyone.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Blockchain, GDPR) and coordination.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Many are unaware that infused in their brand DNA are 14 leadership principles.

Engagement 78

Engagement Customer Centricity Culture Customer Experience Professionals 78

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 52

Customer Centricity Competitive Advantage Culture 2024 52

Amity

APRIL 25, 2016

Brandon specializes in helping B2B software companies cross the chasm from startup to growth stage businesses by helping build-out and refine customer acquisition. GVP Customer Success - Oracle Marketing Cloud. The Enlightened Customer. VP of Client Experience & Transformation - ADP. S aaS Thought Leadership.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

Oracle

MARCH 11, 2020

Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The Chief Customer Officer Human Duct Tape Show. Author of Chief Customer Officer 2.0,

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95

Oracle

MARCH 1, 2021

In celebration of Women’s History Month, we’re highlighting some of the top female pioneers in customer experience (CX). Female innovators in CX technology have shaped the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas.

2021 81

2021 Technology Workshop Advertising 81

ClearAction

MARCH 23, 2015

DO THIS : Set up C-team customer experience leadership roles and processes. Enable grass-roots ideas for CX improvement and innovation to be piloted by CX leaders. And wallpaper employees' world with customer-centered messaging and opportunities. ClearAction offers a CCXP Exam Prep Course.).

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

ijgolding

APRIL 4, 2017

Just this week, a fellow human being – who also happens to be a passionate Customer Experience Professional, has inspired me to write this post. Jacques Strydom believes, that when we are talking about the subject of Customer Experience, we must always start by remembering that we are Human first.

Technology 134

Technology Innovation Leadership Customer Experience Professionals 134

ClearAction

APRIL 29, 2020

Customer Experience Management , as it should be managed, is alignment of the company to customers. Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. Certified Customer Experience Professional (CCXP).

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Steve DiGioia

DECEMBER 5, 2016

For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Also, as the company grows, it is important for leadership to be aware if any part of the company (departments within the company, people within the company, etc.)

Culture 105

Culture Metrics Hotels Books 105

CX University

OCTOBER 22, 2020

The 4-course program is offered completely online with an exam that leads to Patient Experience Specialist (PXS) certification. Their innovative approach to higher education creates broader accessibility to learners seeking college credits to earn a degree and advance their careers.

2015 64

2015 Customer Experience Professionals 2020 Leadership 64

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ijgolding

JANUARY 15, 2016

They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

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. Identify and prioritize opportunities to improve the customer experience. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Customer Guru

MARCH 7, 2018

Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP). Her mission is to make the world a more beautiful place for employees and customers. What is your vision around CX at your company?

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. What’s in a name?

CEM 40

CEM Customer Experience Professionals Webinar ROI 40

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals 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.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ijgolding

SEPTEMBER 13, 2018

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. Keeping the leadership team updated about what’s ahead is difficult! This kept me thinking.

Roadmap 67

Roadmap Books Consulting Workshop 67

ClearAction

FEBRUARY 28, 2019

At our company’s leadership summit, I was inspired to hear our leaders on the stage saying with equal voice how important customer experience is alongside with with revenue growth and innovation.”

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61