Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Experience Investigators by 360Connext

OCTOBER 27, 2020

When designed to be an active part of the Voice of the Customer program, these are more than just a passive “nice to know.” ” Listening posts are integral to gathering the right insights at the right time and then turning those insights into action. What are we unsure about in our customer’s experience?

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

ijgolding

JANUARY 26, 2015

As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […].

Customer Experience Professionals 90

Customer Experience Professionals Chief Customer Officer Customer Experience Insights 90

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

Alida

APRIL 26, 2018

Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence. He described it as a growing reality gap between brands and their customers. With a customer-centric strategy comes the mandate to be insight-driven.

Insights 133

Insights Customer Centricity 2016 Webinar 133

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. Stage 3: Analyzers — companies that are already collecting and using data, but they spend a lot of time analyzing it to figure out key insights.

Webinar 150

Webinar Insights Customer Insights Presentation 150

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

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. Questions lead to insights ! Here are some questions for customer experience leaders to consider.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

CloudCherry

MARCH 19, 2018

It’s something tangible you can extract from your CX program to derive insights and learnings from. 80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

InMoment XI

AUGUST 9, 2011

The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior. With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc.

Voice of Customer 150

Voice of Customer Banking Customer Experience Professionals Consumers 150

InMoment XI

AUGUST 9, 2011

The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior. With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc.

Voice of Customer 150

Voice of Customer Banking Customer Experience Professionals Consumers 150

InMoment XI

AUGUST 9, 2011

The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior. With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc.

Voice of Customer 150

Voice of Customer Banking Customer Experience Professionals Consumers 150

Alida

SEPTEMBER 22, 2016

Giving customers a seat at the decision making table #VCSummit #nswartgallery pic.twitter.com/7kDSYh28fC. Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. Use consumer insight through the product innovation cycle.

2016 267

2016 Innovation Marketing Insights 267

Experience Investigators by 360Connext

APRIL 14, 2020

Determine what goals you have, so it’s very clear what actions to take once you gain the insights you’re seeking. Determine what goals you have so it's very clear what actions to take once you gain the insights you're seeking. And some organizations have almost NO DATA about their customers.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

ijgolding

OCTOBER 6, 2014

What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. Whether it makes you laugh, cry or feel pity for me, I genuinely hope that my diary provides a useful insight into my work in helping organisations to become more customer centric.

Customer Experience Professionals 80

Customer Experience Professionals Workshop 2014 Customer Experience 80

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

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Feedbackly

MAY 13, 2020

Customer Experience is not something that can be studied at universities, or at least not in many. And it is not something that has.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customers Customer Success 78

GetFeedback

AUGUST 14, 2019

Online surveys can provide insights if your digital experience is meeting customer and prospect needs. Gathering CSAT feedback after a major milestone in onboarding or deployment can help customers feel like they have an avenue for feedback. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Alida

AUGUST 8, 2016

The old model of market research was akin to scientists in white coats conducting experiments on lab rats, busily designing new tests and moving the cheese. The future of insight is going to depend on earning the respect of customers and then maintaining it. ” Be an automation winner, not an automation loser.

Marketing 174

Marketing 2016 Customer Centricity Presentation 174

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

It’s a mix of the micro and the macro that really lead to improvements the customer sees. We’re now taming big data into impressive insights. Understanding how a customer feels means really listening to them, observing their behavior and connecting emotionally. Soft Data is Perfectly OK. So roll up your sleeves.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Image credit: Forrester.

2020 250

2020 Net Promoter Score ROI Metrics 250

InMoment XI

JANUARY 25, 2024

For technology providers, the Magic Quadrant offers insights into competitive positioning which can guide strategic planning and marketing efforts. For customer experience professionals, InMoment recommends reading the Gartner Magic Quadrant within specific industry trends and considerations.

Reference 195

Reference Roadmap Innovation Technology 195

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Matters

DECEMBER 18, 2014

I wrote this POST for the Customer Experience Professionals Association (CXPA) blog , but decided to also post it here because it’s an important message for all CX Professionals… As 2014 comes to an end, it’s a great time to reflect on where the CXPA is at in its evolution.

2015 106

2015 2011 Customer Experience Professionals 2014 106

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

BlueOcean

JUNE 27, 2024

Read more here > From Customer Centric to Earth Centric In her article “From CX Basics to CX Brilliance: Why Circular Design is a New Must-Have Skill for CX Pros,” top CX voice Stephanie Thum emphasizes the growing importance of circular design as an advanced competency for customer experience professionals.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Cyara

OCTOBER 1, 2018

Today is CX Day – a day to celebrate the professionals and companies that make great customer experiences happen.

Insights 72

Insights Customer Experience Professionals Customer Experience Contact Center 72

TechSee

JUNE 16, 2022

Brad was the founding partner and former CEO of the International Customer Management Institute (ICMI) and remains a senior advisor today. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

FEBRUARY 18, 2020

The Best Free (and Cheap) Customer Experience Training Courses Online. Get access to all three of Jeannie's Customer Experience courses and 14,000+ more. Plus, get Jeannie's weekly letter with insights unavailable anywhere else. Writing Customer Service Emails by Leslie O’Flahavan. by Jeannie Walters.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

Heart of the Customer

APRIL 3, 2018

I recently did an interview with Intouch Insight–see below for Part 1. —– We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.

Insights 60

Insights 2018 Customer Experience Professionals Article 60

Oracle

FEBRUARY 20, 2020

In a customer support role, you have a deep level of insight into the needs of your company’s target audience. Across industries, companies are placing greater strategic value on their customer experience and support teams. That’s because your career path is yours to create.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

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

CloudCherry

MARCH 19, 2018

It’s something tangible you can extract from your CX program to derive insights and learnings from. 80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

ijgolding

FEBRUARY 11, 2015

Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be.

Customer Experience Professionals 87

Customer Experience Professionals Customer Experience Insights Customers 87

Customer Guru

AUGUST 21, 2018

Apart from being an author, Kerry is also a renowned speaker and an insightful coach. 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.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115