Customer experience, as any business phenomenon, has been disrupted over the past years. Startups strive to align customer happiness and brand values and the SaaS revolution has changed the way customer lifecycle is approached, measured and valued. Customers are now more than ever an asset to the company.
Client experience has undergone a dramatic transformation for some time now. The initial promise shift from helping companies delight, convert and retain customers to what it is today, mainly focused on aligning strategy, process and culture to audiences’ lifecycle expectations.
Because customer experience is so important right now, we have put together a curated list of go-to ressources.
What exactly is customer experience?
Customer Experience (CX) is a customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organization.
“Customer experience” has become a very commonly used phrase in recent years, but like “innovation” and “design” it is actually difficult to find a clear, commonly-held definition, even though many businesses see improving their CX as a competitive differentiator.
How the advent of social media and real-time interactive feedback via the Internet allows every customer to build and expect a relationship with your business, rather than just touch-points.
CX is in the process of being redefined. It’s not software that automates engagement or predicts which customer an employee should or should not pay attention to.
Customer Experience Influencers**
A seasoned practitioner with 35+ years of hands-on experience, Steve is one of industry’s noted experts in Business Process Management (BPM), Customer Experience Management (CEM), OutsideIn & the High Performance Organization (HPO). He leads the Professional network within the BP Group. You can easily find him at his blog.
Blake is #20 on ICMI’s top 50 thought leaders of 2015 and a frequent speaker and writer on the topic of CX. She is also highly involved with SOCAP, the Society of Consumer Affairs Professionals, and serve as the VP Marketing and Communications for the North West Chapter. Blake is also a Forbes contributor.
Customer Experience and Journey professional, Eric knows a great deal about customers. Patent holder, he’s the VP Cloud Sales at Genesys.
A radio and television guest expert, Natalie provides insights on how the top companies use great experiences to retain loyal customers. She also speaks about how social media is changing business as we know it. You can get in touch with her via her site.
Part of Cranium Studio, Greg has over 20 years of sales and marketing experience. Leader in helping companies implement mobile marketing and sales enablement strategies. Helping companies launch and re-launch their businesses, products and services. He has over 100 national speaking engagements as well as a published author.
Steve’s expertise includes digital marketing, user experience, customer journey, and even traditional market research. He especially enjoy helping non profits and start ups. Other areas of interests are mobile, music, and innovation.
Annette is passionate about helping companies understand the importance of the employee experience and its role in delivering an exceptional CX, as well as how to transform their cultures to ensure the customer is at the center of every conversation. You can find her blogging at CX Journey
Kerry is an independent customer experience consultant with expertise in human-centered design, marketing, and branding. She helps executives co-create innovative products, services, and experiences that truly matter — for their customers, for their employees, and for their business.
Part of the Temkin Group, Bruce is widely viewed as a customer experience visionary. He has helped hundreds of large organizations on define and accelerate their customer journeys. He is also the past chair and co-founder of the Customer Experience Professionals Association.
Don needs no introduction. He is an American business executive, author, keynote speaker, and a founding partner of Peppers & Rogers Group, a customer-centric management consulting firm.
Last but certainly not least, Dr. Martha Rogers is an American author, customer strategist, and founding partner of Peppers & Rogers Group. Her work is published in academic and trade journals, including the Harvard Business Review, Journal of Advertising Research, and the Journal of Public Policy and Marketing. You can easily find her at 1to1 Media
Top Customer Experience Blogs & Media
The go-to blog for Customer Experience professionals.
CX Network provides global customer experience, service, insight, digital and marketing leaders with high quality content, including expertly produced market reports, CX TALK videos, industry interviews, infographics, case studies, podcasts and more.
Full of actionable insight, this blog is at crossroads between community, technology, custumer experience, marketing and empathy.
As Jeannie Walters highlights it, this blog is about ‘all that magical experiences’ that don’t arrive by magic.
THE CX management blog.
A lot of useful tips for an in-depths understanding of CX.
Not exactly a blog but a platform, 1to1 is the go-to multimedia ressource for CRM and customer service professionals.
Because customer experience is not fully approached without talking about retail, here is the must-know retail CX ressource.
Customer Experience Books
Written by Bob Thompson this is a must-have for any business leader who wants to have a healthy relationship with customers. Enjoy!
Author John Goodman provides firsthand guidance on what customer strategies work and what don’t–and the revenue and word-of-mouth payoff of getting it right.
Based on fourteen years of research by the customer experience leaders at Forrester Research -Harley Maning and Kerry Bodine – Outside In offers a complete roadmap to attaining the experience advantage.
If you’re looking for advice on how to think about, improve, and deliver a better customer experience, then this book written by Don Peppers is for you.
Written by Jeanne Bliss Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.
Author Roy Barnes has filled this book with insight and humor. Customer Experience 365 reminds us of the key enablers of great service: empathy, listening, genuine care and most of all quick action.
Stand out from the crowd!
Tell us what you do for customer experience in the comments section, and learn how you can improve communications with your customers with Aircall.
Published on January 2, 2024.