Best Resources for Customer Experience Specialists

Whether you’re looking to deepen your expertise, stay updated with industry trends, or find practical tools to enhance your workflow, the right resources are essential for continuous growth and success

This guide will introduce you to the best resources available for customer experience specialists, providing you with a curated selection of valuable materials to enhance your skills and knowledge.

Let’s get started!

TL;DR

• A customer experience (CX) specialist is a professional responsible for ensuring customers have positive interactions with a business/brand throughout their lifecycle.
• CX specialists typically interact with customers to understand their needs and pain points and resolve any problems they might be facing. They’re responsible for identifying key touchpoints where customers interact with a business–before, during, and after a purchase.
• Here are some handy resources that’ll help CX specialists develop and improve their skills
• Books:
  • Effortless Experience: Hassle-free customer journeys (Dixon, Toman, DeLisi).
  • The Power of Moments: Create memorable customer experiences (Heath & Heath).
  • What Your Customer Wants: Understand customer buying habits (Palmer).
  • The Starbucks Experience: Learn from Starbucks’ CX success (Michelli).
  • What Customers Crave: Understand & elevate customer experiences (Webb).

  Webinars:

  • Userpilot: User onboarding, customer feedback, product analytics.
  • Cisco: CX trends & insights from experts.
  • BrightTALK.com: Wide range of CX webinars by industry leaders.
  • Qualtrics: Improve customer experience with live & on-demand webinars.
  • Oracle: CX trends, challenges & tactics to elevate customer experience.

  Blogs:

  • HubSpot Service Blog: Customer experience & success content.
  • Userpilot Blog: CX in the context of SaaS products.
  • Customer Bliss: Insights to attract, convert & retain customers (Jeanne Bliss).
  • Seth Godin’s Blog: Understand customers & improve their experiences.
  • CX Journey: CX topics & insights to satisfy customers.

  Podcasts:

  • Amazing Business Radio: CX & business insights (Shep Hyken).
  • The Intuitive Customer: CX discussions & insights (Shaw & Hamilton).
  • Experience This!: All things CX, core values & trends (Coleman & Gingiss).
  • Crack the Customer Code: Create stellar customer experiences (Walters & Toporek).
  • CXChronicles: Discussions on all things customer experience (Brady-Cesana).
• Having the right tools at hand can help CX specialists do their jobs better. Here are a few tools worth considering:
  • Best tool for project management: Trello – The Kanban-style platform makes it easy for cross-functional teams to collaborate on projects and monitor progress, regardless of their location.
  • Best tool for product management: Confluence – The remote collaboration tool serves as a digital workspace where CX specialists can work with other teams involved in product development. You can use it to share insights from customer behavior data and feedback and guide the decision-making process for cross-functional teams.
  • Best tool for CX: Zendesk – It offers a robust CRM solution to organize and manage customer data. Also, it offers customer service software with helpful features like AI-powered messaging and live chat.
  • Best tool for customer success: Custify – It comes with an easy-to-use interface that lets CX specialists monitor customer health and minimize churn. Also, you can create automated workflows to onboard new customers and collect their feedback.
  • Best product analytics tool: Userpilot – The powerful visual analytics platform helps CX specialists decode customer behavior patterns and map user journeys. It even comes in handy for generating easy-to-share reports.
• Looking into tools for customer experience specialists? Userpilot is an all-in-one product platform with engagement features and powerful analytics capabilities. Book a demo to see it in action!

What is a customer experience specialist?

A customer experience (CX) specialist is a professional responsible for ensuring customers have positive interactions with a business/brand throughout their lifecycle.

They play a crucial role in identifying and removing friction from the user journey and improving customer satisfaction and retention. Ultimately, a CX specialist drives customer loyalty and improves a company’s bottom line.

What does a customer experience specialist do?

CX specialists typically interact with customers to understand their needs and pain points and resolve any problems they might be facing. They’re responsible for identifying key touchpoints where customers interact with a business–before, during, and after a purchase. Then, they use these insights to map the customer journey and identify opportunities to improve CX.

Additionally, CX specialists collaborate with marketing, sales, product development, account management, and other teams to devise ways to eliminate friction from the customer journey. They’re also responsible for extracting actionable insights from customer feedback, user behavior data, and product metrics, like engagement rates and satisfaction levels.

Customer experience specialist’s main responsibilities

Whether a company is looking to retain customers or grow its user base, customer experience specialists play an integral role. Key responsibilities of a CX specialist include:

• Customer journey mapping – A CX specialist identifies customer interaction touchpoints and the challenges they face at every step. The idea is to remove friction from each touchpoint and ensure a seamless journey from start to finish.
• Customer engagement and support – A CX specialist is responsible for interacting with customers before, during, and after a conversion. They have to address customer queries and help them overcome any issues they face when using your product.
• CX strategy development – A CX specialist works with different departments, such as account management, product development, marketing, and sales, to identify strategies to enhance the customer experience. Also, they’re responsible for keeping an eye on emerging industry trends and changes in customer behavior and needs. Then, they use these insights to adapt CX strategies accordingly.
• Data analysis and reporting – A CX specialist analyzes qualitative and quantitative data from various sources to identify areas of improvement. These include feedback surveys, focus groups, and one-on-one interviews. Also, they use product analytics tools to analyze user behavior patterns and product metrics. They retrieve actionable insights from the available data and create meaningful reports to help other departments make data-driven CX-related decisions.
• Training and development – A CX specialist is responsible for educating their team members, as well as employees in other departments, about user needs and preferences. They train employees in various departments to embrace a customer-centric approach.
• Technology and innovation – A CX specialist identifies and uses tech-driven solutions to streamline functions like customer support and feedback collection. They also have to identify and implement processes to deliver outstanding CX without compromising efficiency.

Best resources for customer experience specialists

Here are some handy resources that’ll help CX specialists develop and improve their skills. Let’s take a look.

Best books for customer experience specialists

• The Effortless Experience – This book by Matthew Dixon, Nick Toman, and Rick DeLisi outlines a four-step framework to delight customers with a hassle-free experience.
• The Power of Moments – Written by Chip Heath and Dan Heath, this book decodes what goes into creating memorable moments for customers.
• What Your Customer Wants and Can’t Tell You – This book by Melina Palmer digs deep into consumer purchasing habits and the science behind them.
• The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary – Written by Joseph Michelli, this book talks about the customer experience successes of Starbucks and how you can take inspiration from them.
• What Customers Crave – This book by Nicholas Webb breaks down how you can understand your customers better and elevate their experience.

You can find these books on online stores like Amazon and eBay.

Best webinars for customer experience specialists

• Userpilot – The product growth platform offers various live and on-demand webinars on user onboarding, customer feedback, and product analytics.
• Cisco – If you want to learn from CX experts and stay on top of the latest trends in the field, Cisco offers a selection of webinars.
• BrightTALK.com – The platform features a vast collection of talks, videos, and webinars on CX-related topics by industry experts.
• Qualtrics – This platform offers numerous live and on-demand webinars that can help you improve customer experience.
• Oracle – Their webinar series focuses on CX trends and challenges along with tactics to elevate customer experience.

Best blogs for customer experience specialists

• HubSpot’s Service Blog features a variety of content on customer experience and success.
• Userpilot’s blog covers CX-related topics in the context of SaaS products.
• Customer Bliss features insights from Jeanne Bliss to help you attract, convert, and retain customers.
• Seth Godin’s blog includes numerous resources related to understanding customers and improving their experiences.
• CX Journey blog covers numerous topics related to customer experience and gives unparalleled insights to help CX specialists satisfy customers.

Best podcasts for customer experience specialists

• Amazing Business Radio by Shep Hyken – Leading CX experts and other business professionals come together to share their insights and tips; available on Apple, Spotify, and YouTube.
• The Intuitive Customer by Colin Shaw and Prof. Ryan Hamilton – The dynamic rapport between the hosts makes this podcast as much fun as insightful; available on Apple, Spotify, and YouTube.
• Experience This! by Joey Coleman and Dan Gingiss – Featuring a lively, upbeat vibe, this show covers all things CX, from core values to new trends; available on Apple and Spotify.
• Crack the Customer Code by Jeannie Walters and Adam Toporek – This podcast aims to understand how business owners and customer experience specialists can create stellar customer experiences; available on Apple.
• CXChronicles by Adrian Brady-Cesana – In this podcast, Adrian welcomes numerous guests and discusses all things customer experience with them; available on Apple, Spotify, and YouTube.

Best tools for customer experience specialists

On an average day, CX specialists have to perform several tasks, from communicating with customers to analyzing their feedback. Also, you have to collaborate with multiple teams and find ways to minimize friction in the customer journey.

Having the right tools at hand can help CX specialists do their jobs better. Here are a few tools worth considering:

• Best tool for project management: Trello – The Kanban-style platform makes it easy for cross-functional teams to collaborate on projects and monitor progress, regardless of their location.
• Best tool for product management: Confluence – The remote collaboration tool serves as a digital workspace where CX specialists can work with other teams involved in product development. You can use it to share insights from customer behavior data and feedback and guide the decision-making process for cross-functional teams.
• Best tool for CX: Zendesk – It offers a robust CRM solution to organize and manage customer data. Also, it offers customer service software with helpful features like AI-powered messaging and live chat.
• Best tool for customer success: Custify – It comes with an easy-to-use interface that lets CX specialists monitor customer health and minimize churn. Also, you can create automated workflows to onboard new customers and collect their feedback.
• Best product analytics tool: Userpilot – The powerful visual analytics platform helps CX specialists decode customer behavior patterns and map user journeys. It even comes in handy for generating easy-to-share reports.

Conclusion

Professional growth is a continuous journey, and investing in your development is key to staying competitive in the field.

We hope this guide has equipped you with the tools and knowledge needed to excel in your role.

Looking into tools for customer experience specialists? Userpilot is an all-in-one product platform with engagement features and powerful analytics capabilities. Book a demo to see it in action!