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Using Your Employees' Voices to Transform the Customer Experience

CX Journey

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. If your employee experience is bad, it will be very difficult for employees to delight your customers. Components of a Voice of Employee Program Companies listen to customers to understand them and their experience, but at the root of the customer experience is the employee experience. For you and for the customer.

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar


Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. My background was call centers and phone-based customer contact and I was one of a small team of people working with clients like AT&T, FedEx, IBM to improve their phone-based customer services. When I look back on it, this was for me the start of customer experience. How did you become involved with customer experience?


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What are the best Customer Success YouTube channels? Start with our top five.


Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER.

The CCO Job Description Not to Use

Education Services Group

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! Because we expect that orientation to benefit the customer and the company, it will require the CCO to be the individual at the leading edge of enabling its realization.

50 Customer Service Experts You Should Be Following (even if you’re not on Twitter)


Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us.

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach.

Top 51 Customer Service Leaders – Best Customer Experience Influencers


Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Customer Service Leaders: Adam Toporek.

Differentiation Is Not About Customer Needs, but Objectives

CSM Magazine

Or they will conduct a series of internal discussions to identify what they believe customers want and select the most cost-conscious, easily implementable idea that pops out. True differentiation comes from within the organization, through a deep, intimate connection with customers.

Q&A: Digital Customer Success Strategies to Drive User Adoption


Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

What is Customer Experience Collaboration?


What is Customer Experience Collaboration? Collaboration like this across your entire company is what’s needed to win customer experience championships. The trophy is sustained growth in all of the following: revenue, profit, market share, share of wallet, customer lifetime value, organizational nimbleness and capabilities. Remember the last complaint you heard from a customer? Customer experience excellence requires 360-degree collaboration.

May 06 – Customer Success Jobs?


Role: Director of Customer Success Location: Remote, United States Organization: Chevin Fleet Solutions As a Director of Customer Success, you will optimize the CS mission, vision, and customer journey map with the VP of Customer Success & Support.

Customer Experience Professionals’ Essential Toolkit


Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. The primary job of a customer experience leader is to make it easy for every role in your company to see the customer’s perspective so clearly that it compels them to act differently.

Top 50 Women Leaders in Customer Success 2022


In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Annette Franz is the Founder and CEO of CX Journey Inc.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?


Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. As each year comes to a close, thought leaders and customer experience experts rush to offer insight on how these changes will manifest themselves in the coming months – and whether nor not they’ll leave a lasting impact on the industry. Customers aren’t the only ones who experience pain points.

A Heart & Head Approach to Understanding Customer Experience

C Space

A Heart & Head Approach to Understanding Customer Experience. Knowing what experiences matter to different customers at different touch points can frazzle the mind. Senior Consultant at C Space. Aidan Borer is a C Space Senior Consultant, ex-Bose Corporation researcher, Industrial Design grad and customer experience phenomenon. He’s your go-to for customer strategy projects including segmentation and journey mapping.