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

GetFeedback

AUGUST 14, 2019

Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. About the guest author .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

ClearAction

FEBRUARY 26, 2015

This post takes on the second key: Map for Actionability: In addition to sketching the customer experience as comprehensively and attractively as possible, make space for the "so what", to spur action across your company. ClearAction offers a CCXP Exam Prep Course.).

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

MAY 24, 2017

You must have a customer experience mission and know EXACTLY what kind of experience to deliver. Now she's giving you the secrets to start your Customer Experience Mission for free!

Hotels 125

Hotels Workshop Loyalty Programs Webinar 125

GetFeedback

DECEMBER 2, 2019

Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. About the guest author .

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

GetFeedback

JULY 19, 2019

Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. About the guest author .

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. She is also a board member of the Customer Experience Professionals Association.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Ian Williams

APRIL 29, 2016

Just over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. One tongue-in-cheek argument is to sack all of your customer experience professionals.

Customer Experience Professionals 94

Customer Experience Professionals Telecommunications Customer Journey Mapping Brands 94

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journey Mapping 108

Customer Journey Mapping Workshop Travel Consulting 108

Kerry Bodine

OCTOBER 5, 2015

Need help co-creating your customer experience strategy? Need to map your customer journey? Join our customer journey mapping workshop in San Francisco on November 17 & 18. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

Customer Experience 97

Customer Experience Customer Journey Mapping Workshop Customer Journey 97

Michel Falcon Experience

SEPTEMBER 25, 2014

The outcome of appointing a CCO or Operations Manager, Customer Experience is a reduction of silos within an organization. Jeanne Bliss , advocates that the Chief Customer Officer (CCO) should be an executive that leads the customer experience.

Customer Experience 120

Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

Bold360

JANUARY 19, 2017

She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association. Introducing the other half of the dynamic duo who founded the Customer Experience Professionals Association.

2017 91

2017 Customer Experience Books Consulting 91

Oracle

MARCH 1, 2021

Bozoma created The Badass Workshop , a five-part digital experience designed to provide an evolving blueprint for success based on her expertise – which has also been taught as a short intensive at Harvard Business School. I’ve built THE BADASS WORKSHOP with the intention to architect the GREATEST SELF. Well, here it is!!

2021 81

2021 Technology Workshop Advertising 81

ijgolding

JUNE 5, 2016

Yet, the reality, as my article describes, is that too many businesses around the world make decisions on a regular basis that do not clearly align to the things customers want and need – or indeed that address challenges the customer may be experiencing. If used well, they are a vital cog in the development of customer strategy.

Workshop 78

Workshop Customer Journey Article Customer Experience Professionals 78

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.

2020 132

2020 Customer Experience Magazine Consulting 132

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. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

2017 49

2017 Workshop Events Customer Experience Professionals 49

COPC

OCTOBER 16, 2023

In the case of frontline customer experience professionals, it is even more important that the leadership of these organizations give voice to frontline preferences as compared to jobs where teamwork in closer proximity is seen as a value-add as opposed to working from home.

Leadership 93

Leadership Transportation Workshop Contact Center 93

ijgolding

JANUARY 22, 2018

During the hiring process, ask questions that will provide insight into a potential employee’s values, and only choose employees who have a real passion for providing excellent customer service, rather than those who are simply going through the motions. Send company personnel to a customer experience conference.

2018 76

2018 Customer Experience Social Media Contact Center 76

CX Journey

APRIL 4, 2018

There's a big problem brewing out there when it comes to journey mapping: Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the ) most powerful tools and processes in the customer experience professional's arsenal.

Workshop 63

Workshop Customer Experience Professionals Customer Experience Information 63

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.

Culture 105

Culture Metrics Hotels Customer Centricity 105

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

2017 40

2017 Workshop Events Customer Experience Professionals 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

2017 40

2017 Workshop Events Customer Experience Professionals 40

CX University

JANUARY 27, 2019

The partnership between the two organizations is meant to create a wider reach to Qatar-based CX professionals and aspiring practitioners. CX University is the first comprehensive online learning platform who specifically trains customer experience professionals.

Workshop 49

Workshop Customer Experience Professionals 2019 Consulting 49

ClearAction

JANUARY 6, 2021

This is success-promoting because it instills a systematic cadence for every group across your company to engage in cross-functional workshops that are so vital to preventing recurrence of customers’ thorny issues. 16) Start recognizing teams for prevention of customer issues.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

ShepHyken

JULY 10, 2023

This article shares some findings from an Adobe study of more than 13,000 consumers and 3,000 customer experience professionals worldwide. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 12

Article 2023 Customer Service Workshop 12

Storyminers

APRIL 23, 2018

I’m doing a presentation/workshop for the Retail Design Institute at Gensler’s new Expansion Space on April 24th from 6-8pm in Atlanta. Anyone with a professional interest in crafting better personal and professional stories is welcome. This workshop will make it easier for them to do that!

Workshop 40

Workshop Events Retail Consulting 40

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.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

CustomerSuccessBox

OCTOBER 4, 2021

This level includes the fundamentals of strategic thinking and execution within Customer Success Management. This also introduces the concept and framework behind the Desired State of Customer Engagement and The Customer Success Methodology. Certified Customer Experience Professional (CCXP) program by CXPA.

Customer Success 52

Customer Success Customer Centricity Customer Experience Professionals Workshop 52

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. Next, we needed to crate the process to adapt it to a client’s needs and make it THEIR roadmap!

Roadmap 67

Roadmap Books Consulting Workshop 67

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. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Strativity

JULY 16, 2014

The program is designed to provide a multifaceted, interactive and overall empowering experience that will ensure participants are equipped with the tools they need to make Customer Centricity an organizational success. To register for the Orlando, FL program, October 21-23 2014, visit this link. About the CEM Certification Program.

2014 40

2014 Customer Experience Management CEM Customer Experience 40

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. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Chattermill

JULY 15, 2018

Customer Spark and Executive Summit. The Customer Experience Professionals Association (CXPA) puts on this celebration of CX best practices led by some of the industry’s top experts. 24-25, Dallas, Texas. CX Week Canada. 12-14, Toronto, Ontario, Canada.

Events 40

Events Customer Experience 2018 B2B 40

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Similarly, ensure that they are committed to act on what they learn.

Workshop 58

Workshop Touchpoint Culture Customer Experience Design 58

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. This will tell companies if they are doing a good job or not. blog linkedin twitter Why? linkedin Why? "I

NPS 126

NPS Net Promoter Score Metrics Effort Score 126