We had the joy and honour of talking with Mr. Ian Golding, a globally renowned Customer Experience thought leader, at his first visit in Romania, on the occasion of his participation as a keynote speaker at the CX Conference Bucharest 2023. With over two decades of experience in business improvement and a unique perspective on […]
Over the past decade, we have witnessed the evolution and transformation of the role and responsibilities of Customer Experience in organisations across industries. This responsibility began as a virtual presence in committees with departmental representatives. Over time, customer experience has become the responsibility of a well-defined position in the organisation chart. As market and customer
Customer Experience Evolution in Organisations Read More »
Since the first volume of Customer Experience was published in 2019, the book series has become an inspiration for most CX professionals and enthusiasts around the world. Naeem Arif started with the idea of providing the global CX community with a book where CX professionals could share best practice ideas and insights from different industries,
Book Launching: Customer Experience 4 Read More »
Recently, there has been an increase in the number of companies looking to recruit Customer Experience Managers or Customer Experience Specialists. It is good news that organisations in Romania understand the usefulness of these roles and are willing to take steps to develop the CX function. Depending on the specific domain or industry in which
Customer Experience Manager – between responsibilities and challenges Read More »
Ten years ago, customer experience existed as a corporate science and specialisation in only a few countries worldwide. In recent years, however, its importance has been recognised, and it has evolved rapidly: business strategies are now built around customer experience, and companies have created dedicated positions and teams within their organisational structure. Every year on
For the first time in Romania, CX Day celebration 2021 Read More »
This year’s edition had the largest participation ever in the history of the International Customer Experience Award: there were more than 300 initiatives from 41 countries, grouped in 44 categories.In the last weeks we have been judging the successful initiatives from 2020 and 2021 in the categories “Contact Center” and “Customer-Centric Culture – Financial Services”.The
by Ian Golding In fact, the whole of humanity, our health, our economy and our planet are in the midst of the ultimate crisis. I say ‘ultimate’ because we have been through similar situations before. When things go wrong, it is only natural for the body and brain to panic. We experience a range of
Empathy, putting the customer first and achieving sustainable growth Read More »
Faran Niaz generously shares with us, one of the most successful stories in CX: how he managed to dramatically improve customer satisfaction at a bank that was ranked 23rd out of 27 competitors. My two passions are photography and customer experience. I have won international awards for both, and I am happy to say that
Customer journey map (CJM) is a methodology that visually illustrates what customers think, feel, see, and talk, but also the employee experience and point of view during the process. CJM use real client’s profile and the situation to design based on reality. It is recommended to use a negative example as a study case. But
Customer journey map – the gate to the customer’s heart Read More »
Every interaction between a customer and a company provides an opportunity to understand customer behaviour and evaluate their perception of the experience. The right time and channel to request the feed-back to customers, depends on the specifics of each business, but there are some rules. The Important thing is that at any step of the
How and when should we request feedback from customers? Read More »
