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🔎 Customer Experience vs. Customer Operations: Are You Attracting the Right Talent? 🔍 There’s often confusion between Customer Experience (CX) and Customer Operations (CO) roles. While both are critical, they require very different skill sets! It can lead to frustration in the talent pool, especially when we hear multiple experiences of people being approached for roles that they simply do not have the right background for. CX leaders focus on customer journey mapping, strategy, and cross-functional collaboration to improve overall satisfaction and loyalty. CO leaders, on the other hand, are experts in operational efficiency, managing contact centres, and ensuring smooth day-to-day interactions with customers. If you’re advertising for a “Customer Experience Director” but the role is more operational, you might be attracting the wrong talent. 🛠️ Clearly define whether the role is more strategy (CX) or execution (CO) focused. And remember, the right job title can make all the difference! Have you faced challenges with mistitled roles? Approached for roles way outside of your skillset, or hired for the wrong role? If you are looking to hire and not sure what you need, take a look at our latest blog 👀 #CustomerExperience #CustomerOperations #LeadershipHiring #SudaleSearch #CXStrategy #ContactCentreOperations #TalentAttraction
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Outstanding Customer Experience Management | Administrative Excellence | Operations, Growth & Expansion | Complaint Resolution Expert | Process Improvement
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
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Transforming organizations to achieve unmatched growth with customer centricity | CX Expert & Leadership Coach | Corporate Advisor | Speaker | Podcaster "CX SnaX" | Board Member & CEO
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
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Big news in the customer experience (CX) space. https://lnkd.in/e3x224XD Barak Eilam out as CEO of NICE last day of 2024. Search has begun. Nichole (Devolites) Hinton: "In the case of NICE and its search for the next leader, there are certainly big shoes to fill, so promoting within, someone who understands the culture of NICE, would be the best option. If not, the board should focus on someone who will commit to not changing how the internal culture there works but instead, how the products evolve and really tuning into the customer and their feedback."
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In this new blog post, we explore how XM practitioners perceive many different aspects of their chosen profession based on findings from our recent XM Professionals Study. While all participants in this study have some responsibility for their organization’s Experience Management program {including customer experience (CX), employee experience (EX), brand experience (BX), and product experience (PX)}, they represent a range of company sizes, years of experience, and seniority levels. #AI #CX #EX #productivity #talentmanagement #leadership #futureofwork #datadriven #digitaltransformation #innovation #qualtrics #experience #experiencemanagement #XM #experiencematters #customerexperience #employeeexperience #employeeengagement #employeelistening #employeeretention #HR #talent #talentacquisition #futureofwork #CHRO #CMO
The State of the XM Profession, 2024 | XM Institute
xminstitute.com
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Strategic Brand and Commercial Marketing Leader | CPO, CXO, CCO | Consumer Products, Retail, Sports, Apparel | Transformation and Acceleration | keen interest in AI
𝙏𝙝𝙚 𝙃𝙖𝙧𝙙 𝙇𝙞𝙛𝙚 𝙤𝙛 𝙖 𝘾𝙓𝙊 (𝘾𝙝𝙞𝙚𝙛 𝙀𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚 𝙊𝙛𝙛𝙞𝙘𝙚𝙧)... The CXO's job isn't an easy one and ressembles the life of a chameleon: ♦ It constantly needs to give an external view to the business (the one from the customer), away from any possible internal shortcuts ♦ It needs to be as close to internal problems as possible to help transform the culture to embrace the customer's viewpoint, as customer journeys are getting complex and every single touchpoint is important ♦ It needs to speak the internal language to translate into easy-to-understand metrics the effort required and track their business impact on the external world with relevant drivers for the consumers. Yet being at the center of all functions, with the ability to transform both the experience of the customer and how a company delivers it, is a exhilirating journey! Full article to discover the CXO role in MIT Sloan School of Management https://lnkd.in/e9jFd7UE #CXO #ConsumerExperience #CX #SloanReview
Six Signs of a Successful Chief Experience Officer
sloanreview.mit.edu
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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
Balancing CX and EX for Growth
cmswire.com
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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
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Whether it's a one-person show or a full-blown 'Office of the Customer,' CX teams come in all shapes and sizes depending on the company. You'll find a mix of folks with different titles and backgrounds—think strategy, customer success and services, marketing, and ops—all working together. Bottom line? These teams are the secret sauce for creating experiences that hit the mark with customers' wants and needs. #CX #CustomerExperience #CS #CustomerSuccess #Leadership #CSLeadership
What Do CX Teams Look Like?
cmswire.com
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As goods and services become increasingly commoditized, the customer experiences that companies create will matter most. A positive customer experience will not only determine if customers will make a purchase, it will also determine if they will become lifelong fans and brand advocates who will refer more and more customers to the brand. Given the importance of customer experience (CX), qualified CX Professionals are in high demand. Moreover, jobs for CX Professionals can span several different areas, including customer success, sales and product management. Want to make it as a CX Professional? You’ll need a blend of communication and project management skills. For further details, visit https://lnkd.in/gNVQ4Cng skilling/ #WadhwaniFoundation #Upskilling #CareerGrowth #CommunityDevelopment #SkillDevelopment #communicationskill #projectmanagementskills Sunil Dahiya Lilly Kulkarni Anupama Mukherjee Rawat Hitesh Kumar M Sriharsha Nallamilli Debdarshan (Deb) Panda Shipra Thappa Swathi Puthran
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