Hi... I am new to this form of thinking about the Customer Relationship and would like our company to engage with Customer Experience as opposed to the pursuit of "Service". To this end I would appreciate recommendations for where to start our journey... this could be reading matter or just a simple suggestion. :-)
#CXMonth

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Matt Calton
Grove & Dean Ltd
------------------------------

Thanks for posting, Matt!

There are several organizations out there who specialize in Customer Experience and helping folks get ramped up (Genesys concentrating on how to use our software to enhance Customer Experience).

We also have classes geared for the contact center which are more general/business practices oriented http://training.genesys.com/cx/

I am a Certified Customer Experience Professional (CCXP) through the Customer Experience Professionals Association (CXPA), mainly because Genesys has a membership with that organization and we have several CCXPs on staff. You can check out their site at https://www.cxpa.org/home where they have a forum to ask questions, lots of information on CX theory and application, a schedule of local chapter events around the world (lots of places have monthly meetings you can join at a local venue without being a member).

COPC https://www.copc.com/ specializes in Contact Center CX consulting 

Temkin Group is another great resource https://temkingroup.com/

MaritzCX is another great resource https://www.maritzcx.com/

I hope that helps get you started!

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George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 10-16-2018 07:20
From: Matthew Calton
Subject: CX philosophy Newbie

Hi... I am new to this form of thinking about the Customer Relationship and would like our company to engage with Customer Experience as opposed to the pursuit of "Service". To this end I would appreciate recommendations for where to start our journey... this could be reading matter or just a simple suggestion. :-)
#CXMonth

------------------------------
Matt Calton
Grove & Dean Ltd
------------------------------

Thanks for the replies Guys, much appreciated :-)

------------------------------
Matthew Calton
Grove & Dean Ltd
------------------------------

Original Message:
Sent: 10-16-2018 09:54
From: George Ganahl
Subject: CX philosophy Newbie

Thanks for posting, Matt!

There are several organizations out there who specialize in Customer Experience and helping folks get ramped up (Genesys concentrating on how to use our software to enhance Customer Experience).

We also have classes geared for the contact center which are more general/business practices oriented http://training.genesys.com/cx/

I am a Certified Customer Experience Professional (CCXP) through the Customer Experience Professionals Association (CXPA), mainly because Genesys has a membership with that organization and we have several CCXPs on staff. You can check out their site at https://www.cxpa.org/home where they have a forum to ask questions, lots of information on CX theory and application, a schedule of local chapter events around the world (lots of places have monthly meetings you can join at a local venue without being a member).

COPC https://www.copc.com/ specializes in Contact Center CX consulting

Temkin Group is another great resource https://temkingroup.com/

MaritzCX is another great resource https://www.maritzcx.com/

I hope that helps get you started!

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-16-2018 07:20
From: Matthew Calton
Subject: CX philosophy Newbie

Hi... I am new to this form of thinking about the Customer Relationship and would like our company to engage with Customer Experience as opposed to the pursuit of "Service". To this end I would appreciate recommendations for where to start our journey... this could be reading matter or just a simple suggestion. :-)
#CXMonth

------------------------------
Matt Calton
Grove & Dean Ltd
------------------------------

Hi Matt:

In follow-up to George's comments, you may consider checking out a webinar our Chief Customer Officer, Dave Sudbey, recently did with CX pioneer and practitioner, Jeanne Bliss (see link at bottom of this note). 

It sounds like you are looking to take your organization through a CX transformation and this webinar may be a great place to get started. One of the things Jeanne advocates for is building what she calls the "5 Competencies". It is essentially a framework to equip, guide, and empower your organization to focus on a truly customer-centric approach (from how you design your internal processes to the services and products you offer your consumers). At Genesys, our CX practice is adapted from this 5 competencies framework - and it has completely changed how we work with our customers and how we design our services and bring the customer voice into the organization.

One of the biggest tips we give is to make sure you have a vision clearly defined (a vision that comes from answering questions like: "how do we want to improve our customer's lives?") and executive buy-in on that vision. Remember, this shift takes time - don't get discouraged if you feel like not much has changed in month - it is a journey (not to sound like a cliche!). To go from, what you called, a "pursuit of Service" to Customer Experience requires you to view everything from your customer's lens.  

Happy to help where we can - feel free to reach out with any additional questions and keep us posted on how you and your company are doing on your CX transformation journey! 


5 Customer Experience Requirements For Business Growth

Genesys		remove preview
5 Customer Experience Requirements For Business Growth In this webinar with customer experience expert and consultant Jeanne Bliss, you will learn the five competency framework for business growth. She will explain how to make the shift in your business, leaders and culture to improve your customer experience. View this on Genesys >

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Mari Yamaguchi
Associate Manager, Global Customer Experience Design & NPS
Genesys
------------------------------

Original Message:
Sent: 10-16-2018 07:20
From: Matthew Calton
Subject: CX philosophy Newbie

Hi... I am new to this form of thinking about the Customer Relationship and would like our company to engage with Customer Experience as opposed to the pursuit of "Service". To this end I would appreciate recommendations for where to start our journey... this could be reading matter or just a simple suggestion. :-)
#CXMonth

------------------------------
Matt Calton
Grove & Dean Ltd
------------------------------