What does it really mean to be a Customer Experience Professional?

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: http://cxday.org Last week I had the honour of being a judge at [...]

By |2017-10-02T12:46:10+01:00October 2nd, 2017|CX Leadership, CX Professionals|2 Comments

Taking Ownership – key to the success of your approach to Customer Experience

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the [...]

By |2017-09-12T09:23:38+01:00September 12th, 2017|CX Leadership, CX Professionals, CX Strategy, People|2 Comments

6 Things All Customer Centric Leaders Do

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. It is no secret that I am a huge admirer of Jeff Bezos, the founder of Amazon – in May [...]

Engaging your people with CX: Introducing the Customer Experience Game

  A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not [...]

Connecting People: The Key to Customer Centric Leadership

Over the last 22 years, I have worked in and with businesses of all shapes and sizes, across multiple industries, all around the world. I secured my very first full-time job in the financial services industry in 1995. Among others, I was interviewed by the company chairman and the managing director. At the time, as [...]

By |2017-07-26T07:24:57+01:00July 26th, 2017|CX Leadership, CX Professionals|2 Comments

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

"Focus on the whole journey, not just the transaction".  In the world of Customer Experience (CX) you will hear this phrase frequently.  But what does it mean? It’s the difference between a task and a purpose.  The difference between a user story like the one above, and meeting a customer's overall goal.  It is important to [...]

Whose job is it anyway? The importance of accountability in the world of Customer Experience

I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a 'specialist' - not an expert - as I spend my life continually learning. Every day; every week; every month; every year; I enjoy continually evolving my specialism [...]

By |2017-07-12T13:04:42+01:00July 12th, 2017|CX Leadership, CX Professionals, People|3 Comments

The 14 Leadership Principles that Drive Amazon

Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management. It is inspiring to be able to share insight and [...]

By |2017-07-05T06:13:36+01:00July 5th, 2017|CX Leadership, CX Professionals, People|1 Comment

Is your ego making customers switch off? Guest post by Nigel Owen

Picture a room full of strangers at a party you’ve just arrived at, as you walk in there’s one voice you can hear above the rest, bragging about how they have the biggest house, the fastest car, the best job. Are you going to want to talk to that person? No – who wants to [...]

How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture 

When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would be able to continue writing about the subject matter, seven months later! My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share [...]

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