Curate Partners’ Post

Seven Riveting Reasons Why I'm Hooked on Working in Customer Experience 𝟭. 𝗠𝗮𝗸𝗶𝗻𝗴 𝗮 𝗗𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝗰𝗲: The opportunity to make a positive difference in someone else's life. 𝟮. 𝗧𝗲𝗮𝗺 𝗗𝗶𝘃𝗲𝗿𝘀𝗶𝘁𝘆: The people I work with are unique, and each of us brings something different to the table. 𝟯. 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗖𝗼𝗿𝗲: Building a great customer experience is central to the success of any business. 𝟰. 𝗥𝗼𝗼𝗺 𝗳𝗼𝗿 𝗖𝗿𝗲𝗮𝘁𝗶𝘃𝗶𝘁𝘆: It's an environment where creativity is encouraged, and it's exciting to experience how people solve problems. 𝟱. 𝗘𝘃𝗲𝗿-𝗰𝗵𝗮𝗻𝗴𝗶𝗻𝗴 𝗟𝗮𝗻𝗱𝘀𝗰𝗮𝗽𝗲: New trends and technologies are constantly emerging 𝟲. 𝗦𝗸𝗶𝗹𝗹 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: I’m constantly broadening my skills and expertise. 𝟳. 𝗔𝗹𝗶𝗴𝗻𝗲𝗱 𝗜𝗻𝘁𝗲𝗿𝗲𝘀𝘁𝘀: It's the perfect combination of what I love to do—helping people and solving problems. The rush I get from helping people is priceless—I feel lucky that my work makes a positive difference in other people's lives. #cx #customerexperience --- - Follow me for random thoughts about leadership, motivation, accountability, CX strategy, and digital transformation (as well as anything else I wind up saying). - Click the 🔔 in my profile to get notified of my posts…

Lately, I have been thinking about Geoffrey Moore's "Crossing the Chasm" concept of the "whole product" as it relates to customer jobs to be done and journeys. Without getting into too many details, Moore described the "whole product" as being made up of a product's core functionality, supplemented by other features or add-ons that are needed to complete or augment the product such that it provides enough value for the mainstream market. This is why we see first-party products supported by a whole ecosystem of first- and third-party products, services, content, and more. In the context of customer experience, we could think of the "core product" as the product or service customers are buying/hiring for their primary jobs to be done (goals, needs, problems). But the "whole product" extends beyond the features, services, and content customers need to *use* the product successfully, and includes the end-to-end journey and touchpoints from *awareness* to *purchase*, and from purchase to *support* and *renewal*. With this view, isn't everyone - sales, marketing, product, support, and success teams and partners - really working together to give customers the "whole product"? And if that's the case, why do customers still find themselves "falling through the cracks"? Experience management (XM) comprises the capabilities businesses need to prioritize, plan, design, coordinate, deliver, and continually improve the "whole product" (aka "whole experience"). XM professionals are who you hire to lead and facilitate XM processes. If not XM, who? #wholeproduct #jtbd #jobstobedone #cx #customerexperience #xm #experiencemanagement #xmpros

Exciting times!!! Day 17 Behind the scenes of an operations / customer experience manager.. What are the skills required to ensure excellent service delivery?   🎯   Cross-functional collaboration: CX professionals often need to work closely with various departments like marketing, sales, product development, IT and channels. 🎯   Data analysis: CX professionals rely heavily on data to understand customer behavior and preferences. This involves analyzing customer feedback, conducting surveys, and interpreting metrics to identify areas for improvement. 🎯    Emotional intelligence: Understanding the emotions behind customer interactions is crucial for delivering exceptional experiences. 🎯    Continuous learning: The field of customer experience is constantly evolving, with new technologies and trends emerging regularly. 🎯    Change management: CX professionals need strong change management skills to rally support and drive initiatives forward. 🎯    Cultural sensitivity: understanding cultural nuances is essential for delivering a personalized and inclusive experience to all customers. 🎯    Handling difficult situations: Dealing with upset or dissatisfied customers is inevitable. CX professionals need to have strong conflict resolution skills and the ability to turn negative experiences into positive ones. 🎯    Innovative thinking: To stay ahead in a competitive market, CX professionals must think creatively and proactively seek out new ways to delight customers and differentiate their brand. Did I miss any skill? Please share in the comments section.   #20daylinkedinchallengewithhaoma #excellentservicedelivery #excellentcustomerexperience        

Ever considered specializing in Customer Experience? It might not have crossed your mind, but let me guide you and shed light on why it's worth considering. Here are 4 compelling reasons to specialize in customer experience: 1️⃣ Impactful influence: - Your CX role goes beyond transactions; you're a catalyst for transformative experiences. - Every decision directly shapes how customers perceive and interact with a brand, leaving a profound and lasting impact. 2️⃣ Holistic skill development: - CX demands diverse skills, from empathy-driven communication to data analysis. - Evolve continuously, becoming a well-rounded professional for success in various business dimensions. 3️⃣ Strategic business alignment: - Foster a customer-centric culture that drives sustainable growth. - CX specialists align business strategies with customer expectations. - Understand customer needs, preferences, and pain points for direct contributions to strategic decision-making. 4️⃣ High demand, high rewards: - The demand for skilled CX professionals is high. - Specializing in CX positions you as an essential asset. - Companies prioritize CX for a competitive edge in today's market. - Opens doors to lucrative career opportunities with customer-centric organizations Remember!  Specializing in Customer Experience 📌 Isn't just about a career path; 📌 It's about being at the forefront of business evolution. It's a commitment to; ✔ Fostering loyalty. ✔ Driving success. ✔ Creating meaningful connections. Are you ready to unlock the next level of your professional journey through CX specialization? Let's discuss it! ➖ How has CX specialization impacted your career? OR ➖ What questions do you have about diving into this dynamic field? Share your thoughts below! 👇 -------------------------------------------------- I'm Waleed AlHamdan CX Expert and Business Strategist Follow me 👉 Waleed AlHamdan and on 👉 #WKHCX Activate the bell 🔔 😉 #customerexperience #customerservice #cx #cxstrategy #careerplanning #careerpath #WaleedAlhamdan

#hiring Sr Director, CX Transformation & Innovation Activation, Charlotte, United States, fulltime #jobs #jobseekers #careers #Charlottejobs #NorthCarolinajobs #ExecutivePositions Apply: https://lnkd.in/gTVWPeWv CX Experience Transformation & innovationThe position reports to the SMD, Head of Client Experience Transformation & Innovation Practices, and provides strong partnership in the realization of enterprise transformation anchored to customer obsession and voice of customer insights. The position will help define best in class strategies and practices for elevating and transforming enterprise customer centricity, with a key focus in the operationalization of customer obsession tools and methodologies across the enterprise. This position will be tasked to build a customer obsession and experimentation culture and capability at scale. They will contribute to the strategy and approach to mature the organization, and provide expertise on how to operationalize and deliver a best-in-class target state customer obsession functions and capabilities model. Key Responsibilities and DutiesHelp TIAA Associates view our experiences through the client lens • Drive Associates to use VOC linked with operational data and outcomes to make decisions and inform work • Develop and use creative capabilities to bring our customer needs to life for the organization • Develop and lead targeted trainings so employees understand how to use customer feedback and turn it into action • Create personalized insights and dashboards to create an everyday customer centric curiosity Ensure our clients are at the center of our work • Employ best practices to have VOC be part of company meetings • Develop cadences and other forums to ensure Associates have access to information, insights and best practices enterprise-wide • Establish ways to have more frequent and ongoing opportunities for Associates to hear from our clients • Facilitate sessions to translate insights into actions Drive client centric accountability at all levels in the organization • Develop and lead working groups across the organization to drive customer centric behaviors • Partner with the Closed Loop leader to ensure closed loop learnings are used to inform product roadmaps and process • Partner with the Experimentation leader to ensure experimentation learnings are used to inform product roadmaps and process • Provide connectivity to non-customer-facing functions so they understand how they can contribute • Develop targeted and enterprise-wide action plans to drive adoption and change • Incorporate customer centricity to all areas including everything from hiring decisions to career advancement • Lead analysis to capture the value of customer experience throughout the organization • Socialize our progress and continue to mature the roadmap • Lead the Customer Centricity Guild and Communities • Lead enterp

2023 has been a tough year for the Customer Experience and Customer Success leaders, practitioners and tech vendors but I keep hearing that hiring is back? Hold tight, those positions are not enough to show recovery yet, the shoots are still white. There is definitely light at the end of the tunnel, but if you are planning to make a move, know what is ahead, and be intentional in your actions.  Good news if you have turned your skills into CX consulting, the trends are strong for 2024 and 2025 is 🔥! Tune in for all the detail below the headline in our new 15 minute Bitesized look at The Future of Work in CX. https://lnkd.in/ekfJkfe7 #cxaas #cx #cxstrategy #cxleaders 

If you are new to a CX role, where do you start? I get this question a lot, so here are some high-level areas I would focus on if I were new to CX - and imho #1 is always a good starting point!!: 1) Listen to & learn from your customers: Gather feedback through surveys, reviews, social media, focus groups, direct observation, etc.  to understand their wants, needs, emotions, expectations, and identify the biggest “friction points” in the current state. 2) Foster a Customer-Centric Culture: Ensure every team member prioritizes CX and understands its impact on the business.   Fuel the CX conversation in your org by offering to share examples of great service at the start of every executive meeting, board meeting, or departmental staff meeting. 3) Map the Customer Journey: Identify stages of the customer journey, touchpoints within each stage, and then understand how you’re doing at the most important touchpoints (see #1).  Then prioritize any underperforming *key* touchpoints (aka “Moments of Truth” or “Moments that Matter”) for improvements.   You can’t boil the ocean so prioritization here is essential. 4) Embrace (but don’t over-invest) in technology: I suggest focusing on customer data analytics to make informed decisions and personalize interactions. 5) Continuously improve: CX is an ongoing process. I like to refer to CX as a “practice” – implication it is something you must regularly review and refine, and, well, practice to develop mastery. Experience Management is not a one-time project or a side job.  It's essential to have dedicated focus on these practices to ensure long-term healthy growth. #customerexperience #cx #experiencemanagement #xm #customerfeedback #cxstrategy

CX and EX: Why Focusing Only on CX Is a Bad Idea: Talking CX and EX with Tiffani Bova, and her thoughts on what every CMO and CX leader should focus on. Continue reading... #customerexperience #cx

My CX Journey - Insights from the Frontlines! In my two decades of navigating the dynamic landscape of customer service across various industries, a common thread has woven through every role - the relentless pursuit of delivering exceptional customer experiences. 🌟 The Heart of Every Business: Customer service isn't just a department; it's the heartbeat of a business. Whether it's a global e-commerce giant or a local dog daycare, the core challenge remains: How to provide unparalleled service efficiently. It's the customer journey that defines the success or failure of any venture, and this belief has been the cornerstone of my career. While helping build teams and workflows, I've witnessed the delicate dance between effectiveness and efficiency. Personalizing customer experiences through live support and email requires a strategic foundation. Once established, it becomes a canvas for continuous improvement, where workflows evolve, knowledge deepens, and positive habits thrive. While leading the Caregiver ERG, I discovered the power of employee polls. Understanding what's essential in their lives and nurturing those aspects within the ERG not only fosters positivity but ensures a diverse range of viewpoints are considered. Inclusion is key, and it is reflected in our discussions and initiatives. Competitor doesn't need to be a bad word. Learning from others in the business and forming alliances, even with competitors, has been a revelation. The business landscape is rich with lessons, and connections can be found in unexpected places. Your competition can be your ally, contributing to a shared pool of industry insights and best practices. Empowering Teams: Teams are the driving force behind exceptional customer service. As a leader, my philosophy centers on empowering teams. They know their jobs; my role is to provide tools, knowledge, and the freedom to contribute to building the team. A happy team translates to a positive customer experience. Every experience, good or bad, offers a lesson. The key is to extract insights and apply them. If a business impresses, analyze the elements for replication. If a negative experience occurs, reflect on how to prevent it in your own business. There's always room to learn and evolve. Join me on this journey of exploration and shared insights into the world of customer experience. #CustomerExperience #CXInsights #Leadership #ContinuousImprovement #CustomerJourney #EmployeeEngagement