Inside View: Ian Stokol, CCXP
Contact Center Pipeline
JULY 17, 2020
Speaking with Ian Stokol, CCXP, Senior CX Manager in the Strategic Marketing and Communications Team at Monash University, gave me a very clear picture […].
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CCXP Exam Joys, Struggles & Rewards
ClearAction
SEPTEMBER 25, 2022
CCXP Exam Joys, Struggles & Rewards Lynn Hunsaker. CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. A survey of customer experience job responsibilities is the basis for the CCXP competencies and exam. CCXP Struggles.
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How to get your CCXP credentials
GetFeedback
MAY 6, 2021
Learn what the CCXP is, why it matters, and how to get it.
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Inside View: Annette Franz, CCXP
Contact Center Pipeline
FEBRUARY 26, 2020
If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a love of numbers, analysis and writing led her to the world of consumer research. It was a perfect fit. Studying customers’ […].
Live Interview with Jeannie Walters
Speaker: Jeannie Walters, Founder and Chief Experience Officer, Experience Investigators
Join Jeannie Walters, CCXP, founder of Experience Investigators and come ready with questions to jumpstart your CX with the wisdom of a CX expert. Whether you're just starting out your CX program, or you need to tweak an existing one to pandemic standards, register for this conversational webinar where we'll talk about it all!
3 Customer Feedback & NPS Pitfalls To Avoid with CCXP, Ian Golding
CustomerGauge
JANUARY 26, 2017
CustomerGauge is very happy to share that this week we have CCXP Ian Golding as our blog guest. The post 3 Customer Feedback & NPS Pitfalls To Avoid with CCXP, Ian Golding appeared first on CustomerGauge.
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90 CCXP Exam Preparation – finally a book to help you…
ijgolding
APRIL 3, 2017
Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! Michael’s excellent guide to CCXP Exam Preparation, is a ‘must buy’ for anyone preparing to take the exam. You can find out more about the CCXP accreditation here.
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So You Want to Be a CCXP.
CX Journey
JANUARY 16, 2019
Image courtesy of CXPA Are you looking to earn your CCXP this year? I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. Also, check out Michael Bartlett's CCXP Exam Simulator and his CCXP Exam Preparation book.
Cisco’s Four Key Steps to Enhancing Customer Experience
ShepHyken
OCTOBER 16, 2023
” About: Andrew Carothers, CCXP, is a senior customer experience leader, author and speaker. .” “We are moving from the fear of AI to at least dipping our toes in the water because it is here to stay.
Announcing the Customer Experience Academy: helping you to become a Certified Customer Experience Professional (CCXP)
ijgolding
NOVEMBER 21, 2014
On this date I became a Certified Customer Experience Professional (CCXP). There is a definitive level of excitement about CCXP and a growing number of people are keen to know how to certify. Training is aligned to the six CCXP competencies. You can find out more about CCXP via the dedicated website.
Guest Post: Leaders Need to Show, Not Just Say
ShepHyken
JUNE 25, 2021
This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. Annette Franz, CCXP is the founder and CEO of CX Journey Inc., She writes about how leaders can lead by example and model the change that they wish to see from their employees. How do leaders drive (lasting) change? . Talk is cheap.
Whirlpool and TechSee Win Silver in the UK Customer Experience Awards 2023
TechSee
NOVEMBER 7, 2023
Emma Dark CCXP and Ian Golding CCXP skillfully navigated the guests as the ceremony hosts, helping them feel relaxed and comfortable to enjoy the winners’ announcement. UK CXA® ’23 Awards Ceremony was held live in person on October 11, in London, at Wembley Stadium.
Customer Experience in the Gulf Region – Ian Golding talks CCXP with Tim Elliott of Dubai Eye
ijgolding
MAY 10, 2016
I also run CX Masterclasses in partnership with fellow CCXP and Authorised Trainer, Jerry Angrave, in the UK – you can find out more about them here. The post Customer Experience in the Gulf Region – Ian Golding talks CCXP with Tim Elliott of Dubai Eye appeared first on IJ Golding.
I didn’t choose CX – it chose me!! Heather Grisedale explains how she became a CCXP
ijgolding
FEBRUARY 4, 2016
Last year, Heather became a CCXP – please enjoy reading her story of how she got there… I was recently asked why I chose Customer Experience as a profession, and I have to say I had to really think about it…. Heather Grisedale explains how she became a CCXP appeared first on IJ Golding. That one crept up on me!!
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Guest Post: The Bottleneck is Always At the Top of the Bottle
ShepHyken
MARCH 18, 2022
This week we feature an article by my friend Annette Franz, CCXP, founder and CEO of CX Journey Inc. Annette Franz, CCXP, founder and CEO of CX Journey Inc. , She has spent the last 30 years in the customer experience profession and has a new book, Built to Win coming out on March 22.
5 Top Customer Service Articles of the Week 6-28-2021
ShepHyken
JUNE 28, 2021
Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP. And, while you are there, be sure to click on the link that takes you to the article he shared last month, which is a list of the five things you should never say to a customer.
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Amazing Business Radio: Annette Franz
ShepHyken
SEPTEMBER 24, 2019
About : Annette Franz, CCXP, is founder and CEO of CX Journey Inc., “Customer centricity is about putting the customer at the heart of everything you do. There should be no decisions, no discussions, no designs without first thinking about how it impacts the customer.” – Annette Franz.
5 Secrets Behind World-Class Customer Experience (CX)
PeopleMetrics
APRIL 30, 2021
world class, customer experience, cem, customer experience strategy, cx, world-class, world-class customer experience, world class customer experience, world-class customer experience examples, customer experience management, business tips, ccxp, cxpa, peoplemetrics, peoplemetrics live.
Amazing Business Radio: Jeannie Walters
ShepHyken
JULY 19, 2016
Shep Hyken speaks with the CEO of 360Connext, keynote speaker, and Certified Customer Experience Professional (CCXP) Jeannie Walters, on improving customer experience. Jeannie Walters Shares How to Improve the Customer Experience.
Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX
Kristina Evey
OCTOBER 22, 2019
Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX. The post Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX appeared first on Kristina Evey.
Amazing Business Radio: Martha Brooke
ShepHyken
FEBRUARY 19, 2019
She is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma. About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience.
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Leading Customer Experience as a Team Sport
ClearAction
FEBRUARY 13, 2023
FREE MODULE This course is similar to ClearAction’s CCXP Exam Course, but simpler for every manager. It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application.
Assessment for Almost-Automatic CX Excellence
ClearAction
OCTOBER 25, 2022
Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. Learn More. Numerous participants enroll for general skill-building. Learn More. Learn More.
Guest Post: How to Build Your Customer Experience Roadmap
ShepHyken
DECEMBER 4, 2020
Liliana Petrova CCXP pioneered a new customer-centric culture that energized more than 15,000 JetBlue employees. A successful customer experience roadmap is driven by customer insights and your customer experience strategy. And it is well worth the effort – for you, your brand, and your customers.
The 11 Tracks on our CX Playlist
CX Accelerator
OCTOBER 28, 2020
Track 2 - “Positivity” by Stevie Wonder ,, Stephanie Thum, CCXP quotes a line from the song, “Positivity, and that’s the energy the world needs.” We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term. What a great point.
Annette Franz: Values Create Value.
Bill Quiseng
MARCH 15, 2022
Annette Franz, CCXP, founder and CEO of CX Journey Inc. ” Annette Franz, CCXP , founder and CEO of CX Journey Inc., And they have high expectations. Customers want the best value for their experience, not the best price for your service or product. So what are you supposed to do? has the answer.
Tête-à-Tête with Annette Franz, The Customer Experience Veteran
ProProfs Blog
MARCH 1, 2019
Here’s a sneak-peek into the interview that we conducted with Annette Franz, CCXP; founder and CEO, CX Journey Inc. We hope you enjoyed our interview with Annette Franz, CCXP; founder and CEO, CX Journey Inc. Customers prefer brands that delight them with excellent customer service and faster issue resolution. as much as we did.
The Massive Gap Between Customer Expectations and Organization’s Ability Post Pandemic
Beyond Philosophy
MAY 1, 2021
Verint’s Nancy Porte, VP Global Customer Experience, CCXP, joins us in this episode to discuss the research. The majority of them, 74 percent, didn’t hire their planned new hires last year because of COVID and the related economic uncertainty. Moreover, only half say they are prepared for the rest of this year.
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The Inside Story on Customer Experience Keys to Success from Annette Franz
Avoxi
JANUARY 18, 2019
The CCXP… The post The Inside Story on Customer Experience Keys to Success from Annette Franz appeared first on AVOXI. On the road to delivering an optimal customer experience for their outside customers, many Business-to-Business (B2B) companies overlook the crucial role their employees play in this make-or-break undertaking.
Customer Experience – Fact or Fiction?
ijgolding
JANUARY 15, 2016
The qualification – CCXP (Certified Customer Experience Professional) – is (as one recent CCXP was quoted as saying) reassuringly difficult to achieve. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.
3-Step CX Strategy MID-YEAR Check-in for 2021
PeopleMetrics
AUGUST 24, 2021
customer experience framework, customer experience management, cx, cx strategy, voice of the customer, customer experience metrics, organizational alignment, customer centricity, customer experience strategy pdf, cx strategy manager, cx strategy team, cx strategy director, 2021 customer experience strategies, cx design, cx culture, cx masterclass, (..)
The 11 Tracks on our CX Playlist
CX Accelerator
OCTOBER 28, 2020
Track 2 - “Positivity” by Stevie Wonder ,, Stephanie Thum, CCXP quotes a line from the song, “Positivity, and that’s the energy the world needs.” We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term. What a great point.
Earning authority as a Customer Experience Professional – the importance of professional development
ijgolding
JANUARY 26, 2015
CX Professionals Borrowed Authority bruce temkin CCO CCXP Certified Customer Experience professional Chief Customer Officer Council Curtis Bingham customer experience customer experience professional customer experience professionals association cxpa CXPA UK Members Insight Exchange Earned Authority Positional Authority'
Contact Center CX: Next Issue Avoidance
CX Accelerator
FEBRUARY 6, 2019
Shane Goldberg I really like that @Lauren Volpe, CCXP. Then we worked all of these into our training succession plan and finally, we shared our findings with tech and product so they would work with us to fix the issue at its core. We put a $$ value on actual loss, friction etc to determine priority for fixes.
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2019 in focus: our top 10 blog posts from the year
Eptica
JANUARY 8, 2020
Trust – the embodiment of customer experience, a guest post by Ian Golding, CCXP As part of our commitment to sharing the best ideas from around the industry, we featured posts from a number of CX experts during the year. We’ve looked through all of our posts from last year and have picked a top 10 to start off 2020.
Inspiration, Dedication, Perspiration – welcome to the mind of the Customer Experience Professional!
ijgolding
MARCH 13, 2017
Whilst discussing the current state of CX around the world, Diane asked me the same question, along with my thoughts on the CX profession in general, the benefits of being a member of the CXPA and the value of having the CCXP (Certified Customer Experience Professional) qualification. appeared first on IJ Golding.
Guest Post: Brilliant Advice for Women Breaking into CS Leadership Roles
ShepHyken
MARCH 19, 2021
Olga Guseva, CCXP, and Co-author of Customer Experience. “I Inspect, research, and invest in data — examine how you collect data from customers today, research the data to discover insights, and invest in a proper data management system. I think CX is a profession that fits females greatly.
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Customer Experience Professionals: Why We Do What We Do
ijgolding
NOVEMBER 17, 2016
Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. Becoming a CCXP is a long-term goal – it requires commitment and tenacity and the desire to put the defined CX competencies into practice.
Top LinkedIn Learning Courses for Customer Success
ChurnZero
FEBRUARY 9, 2021
Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action.
Guest Post: 4 Inputs of a Customer-Centric Culture Transformation
ShepHyken
MAY 29, 2020
This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean?
Customer Experience Design: 3 essential (design) skills for creating a great customer experience
ijgolding
OCTOBER 28, 2015
As I continue to prepare professionals in the industry to attain their CCXP accreditation , it is becoming increasingly evident that there is a need for continuing knowledge transfer in this area. Process improvement methodologies and discipline. Customer journey mapping and touchpoint analysis.
11 Tips to Ensure You Achieve ROI from Your VoC Program
Eptica
JUNE 12, 2019
About Annette Franz, CCXP Annette Franz , CCXP, founder and CEO of CX Journey Inc., Find out the reason behind it, and go set things straight! But know this: you must always be listening, and you must always be acting on what you hear. is a customer experience thought leader, keynote speaker, and author. cx - journey.
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Nominations Open for Customer Experience Vendor Awards
CSM Magazine
FEBRUARY 1, 2018
Karyn Furstman, CCXP has 25+ years delivering driving change in Fortune 500 companies across many industries, and is a past Chair of the Customer Experience Professionals Association (CXPA). Jen Rodstrom, CCXP is CX Transformist for Temkin Group. Bruce Temkin, CCXP is CX Transformist & Managing Partner of Temkin Group.
Top 10 Customer Success Certifications
CustomerSuccessBox
OCTOBER 4, 2021
Certified Customer Experience Professional (CCXP) program by CXPA. The Certified Customer Experience Professional (CCXP) program provides professional recognition of individuals with high levels of knowledge of the customer experience discipline. Link: [link].
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