ECXO

MARCH 31, 2025

Wondering why companies spend millions on restructuring, culture programs, and leadership trainingonly to end up right where they started. A culture of burnout, disengagement, and resistance to change. Science backs this up: A 2021 Harvard Business Review study found that employees who feel a strong sense of purpose are 6.5

Leadership 156

Leadership Innovation Culture Loyalty 156

BlueOcean

OCTOBER 8, 2021

Over the course of my journey into better understanding the CXPA customer experience core competencies, I came away with some key learnings and real-world anecdotes that are especially relevant on the heels of CX Day 2021. One of the guiding principles, in fact, states that “culture + governance = execution.”. A New Age of Excellence.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

InMoment XI

FEBRUARY 3, 2022

We asked Gen Z consumers about whether they used an influencer code to make a purchase in 2021, and if they are likely to use influencer discount codes in the upcoming year. From these numbers, it’s clear social media influencers will continue to, well, influence the emerging consumer.

Employee Experience 397

Employee Experience Customer Experience Brands Social Media 397

ShepHyken

AUGUST 9, 2021

10 Simple Steps Toward Delivering a More Convenient Customer Experience by Rolling Stone Culture Council. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers. Customer Service Benchmark Report – 2021 by Hiver. Follow on Twitter: @Hyken.

Customer Service 152

Customer Service Social Media Culture Report 152

ShepHyken

JANUARY 18, 2021

21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. My Comment: We begin this list of the Top Five roundup with a list that includes 21 tips for 2021. The author points out the mistake many companies make.

Self Service 133

Self Service Customer Service Customer Journeys B2B 133

eglobalis

MARCH 30, 2025

Likewise, cultural differences make survey responses inconsistent across regions; a neutral score in one country might indicate dissatisfaction in another. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center. Real-world deployments show the impact. Fifth Third Bank, a U.S.

Survey 320

Survey Banking NPS Effort Score 320

ShepHyken

MARCH 8, 2021

My Comment: The beginning of a good customer service and experience strategy starts on the inside with the company’s culture. Through the Eyes of the Customer: Ideal Customer Experience in 2021 [eCommerce and Beyond] by Casimir Rajnerowicz. Dive into our original customer service statistics for 2021.

Customer Service 146

Customer Service Airlines Hospitality Infographics 146

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Each country has its own distinct culture, traditions, and norms, which can make it difficult to establish a unified customer experience mindset. How does CX maturity stack up?

Culture 156

Culture Customer Experience B2B B2C 156

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. Context is everything, and the culture within a company and the day-to-day experience of employees have a huge influence on the kind of experience that is delivered to the final customer. Here, he shares an article focused on culture.

Customer Service 139

Customer Service Loyalty Programs Customer Journeys Customer Centricity 139

ShepHyken

JUNE 28, 2021

Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. The head of the Arlington, Texas, planning department is transforming its service culture into a place where your “dream comes true.”. Follow on Twitter: @Hyken.

Customer Service 150

Customer Service Government Customer Service Training Customers 150

ShepHyken

JULY 5, 2021

My Comment: Let’s close out this weeks’ Top Five with an article that goes back to one of my favorite topics; culture. The post 5 Top Customer Service Articles of the Week 7-5-2021 appeared first on Shep Hyken. This article focuses on how the EX impacts the CX. Follow on Twitter: @Hyken.

Customer Service 155

Customer Service Loyalty Programs Hotels Infographics 155

Calabrio

JUNE 21, 2021

Collectively, we persevered through the obstacles thrown at us, successfully evolved how we work, maintained our commitment to our culture and ultimately continued to grow as a company. . The Star Tribune award exemplifies that the decisions we made as a company were in the best interests of our employees.

Culture 246

Culture Groups Connections Engagement 246

The DiJulius Group

DECEMBER 13, 2021

Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group. I recommend sharing this with your entire team. Read Full Article.

Employee Experience 124

Employee Experience Customer Experience Video Groups 124

Horizon CX

DECEMBER 21, 2021

Having just decided to move away from a city to a rural town has enlightened me to the community and culture around me where neighbors are welcoming and helpful to one another and where my artistic passions may just have found renewal. December 2021. Here’s a challenge for 2022.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

SurveySparrow

DECEMBER 6, 2021

In this article, we are going to look at 20 of the best HR conferences in 2021, both virtual and in-person conferences. Decoding Future HR 2021. In this virtual conference, the cultural and economic impact of Covid-19 and the importance of transitioning to a hybrid workplace will be discussed. WorkVision 2021.

Conference 98

Conference Employee Engagement Leadership Trends 98

CX Centric

FEBRUARY 11, 2021

Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. Today, I propose a culture of ‘customer-centricity’ where employees are encouraged to continuously learn about their customers, and are given the space to innovate to offer better experiences.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

ChurnZero

OCTOBER 8, 2021

ChurnZero Earns a 2021 Tech Cares Award From TrustRadius. ChurnZero is being recognized for giving back to their community with a 2021 Tech Cares Award from TrustRadius. TrustRadius has announced that they have recognized ChurnZero with a 2021 Tech Cares Award. About ChurnZero: .

B2B 98

B2B Healthcare Touchpoint Technology 98

Oracle

JANUARY 21, 2021

Here are 21 CX predictions for 2021, informed by some of the top experts of customer experience. Brands will invest in research to learn more about the 2021 buyer. Data held on customers’ needs and motivations changed quickly in 2020, though the data gleaned in the 2020 shifts may no longer be relevant to 2021 consumers.

Social Media 81

Social Media Return on Investment Consumers Contact Center 81

SurveySparrow

JANUARY 2, 2021

There is no doubt about the fact that some of the changes in the workplace are sure to set the tone for workplace trends in 2021. Many of the changes that we saw in 2020 might outlast the year, are we ready for what 2021 holds for us? In fact, the year 2021 will bring in a bit more normalcy to our lives, both personal and professional.

Trends 90

Trends Communication Innovation Technology 90

ECXO

JUNE 20, 2023

When MarketingProf s ran its Purpose Power Index in 2021 it noticed a big change – and the arrival at the top of B2B players was the biggest surprise. How do you shift to a purpose-driven culture? It’s hard work changing culture. Historically, lists of the top purpose-driven brands didn’t change much.

B2B 367

B2B Brands Innovation Government 367

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Effort Score 98

Effort Score NPS Healthcare Training 98

ChurnZero

JUNE 18, 2021

ChurnZero has been named one of The Washington Post’s 2021 Top Workplaces in the Washington, D.C. The post ChurnZero Receives 2021 Top Workplaces Award from The Washington Post appeared first on ChurnZero.

Government 98

Government Touchpoint Employee Engagement Software 98

One Millimeter Mindset

JANUARY 5, 2021

Will you avoid falling into a pattern of professional complacency during 2021? Here are 3 ways to avoid professional complacency in 2021. Her keynotes, workshops and coaching programs help people, teams and organizations make hard calls when designing products, services, careers and cultures. One millimeter at a time.

Innovation 92

Innovation Course Leadership Meeting 92

CSM Magazine

DECEMBER 6, 2021

Holiday season performance is ‘make it or break it’ for the entire year for most retailers, and Holiday 2021 is certainly no exception. In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. In August 2021 alone, 4.3 The Great Resignation is also upon us.

Tips 97

Tips e-support Customer Journeys Contact Center 97

Chadwick Martin Bailey

DECEMBER 18, 2020

We’re ready to think and deliver big in 2021 because the need to not just understand, but to empathize and connect with people is more relevant than ever. In 2021, we will bring all of this together to amplify consumer voices and stories to the people who can serve them better.

Innovation 95

Innovation Connections Technology Consumers 95

Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. Published on: June 04, 2021. It is all about a combination of culture and technology, as our latest blog explains. Share this page on: Tweet. Share this page on: Tweet.

Management 127

Management Culture Trends Technology 127

Beyond Philosophy

JUNE 25, 2021

Moreover, you should understand the culture where your customers live. Determine also what’s important to you as a company in terms of your culture and what you can credibly claim. Organizations should be more strategic about these details and bake them into the company culture more than they do today. 22 April 2021.

Customer Experience 153

Customer Experience Culture Airlines Comparison 153

Experience Investigators by 360Connext

JUNE 13, 2023

However, embedding a customer-centric culture can be challenging when CX is isolated from other departments. Qualtrics XM Institute’s 2021 State of the XM Profession Report indicated that more than 40% of CX leaders spent time in strategy, customer service, marketing/PR, and operations.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. Diversity makes good business sense, but it must be paired with an inclusive culture.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

Integrity Solutions

JANUARY 6, 2021

With the stresses of the pandemic, uncertainty in the business environment, and pressures of working from home and juggling personal and professional lives, we’re all looking forward to a fresh start in 2021. Here are three steps that will help you retain and develop your sales talent in 2021 and beyond: 1.

Sales 77

Sales Culture Training Loyalty 77

ShepHyken

AUGUST 2, 2021

Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. The post 5 Top Customer Service Articles of the Week 8-2-2021 appeared first on Shep Hyken. Three Surprising Facts About Customer Experience by Brad Cleveland. Follow on Twitter: @Hyken.

Customer Service 99

Customer Service Hospitality Ecommerce Tips 99

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Here are the four best ways to make sure your customer service is top-notch in 2021. Intentionally Creating a Culture that Prioritizes Customer Experience by Martha Kesler. It’s baked into the culture. What Makes an Optimal Customer Experience in 2021?

Customer Service 77

Customer Service Hospitality Rewards Programs Self Service 77

Forrester's Customer Insights

OCTOBER 26, 2020

In 2021, culture issues, budgets, and vendor shifts will be top priorities for cybersecurity leaders. Learn more in our 2021 cybersecurity predictions.

Culture 72

Culture Data Trends Customers 72

Heart of the Customer

DECEMBER 30, 2021

Last week, I spotlighted some of our best tech-related posts from 2021. This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact. The post ICYMI, Part 2: 2021 Impact Roundup appeared first on Heart of the Customer.

Customer Experience 78

Customer Experience ROI Metrics Customers 78

Kustomer

NOVEMBER 12, 2021

Read on for our recap of Kustomer NOW 2021, What’s NOW and What’s NEXT in CX. What happened in 2020 – 2021 was that business leaders and entrepreneurs adopted the concept I call radical necessity,” said Raz. “So 2021 demonstrated there’s no time like the present to prepare for the future. So what do I mean by that?

Omni-Channel 90

Omni-Channel Conference e-support Travel 90

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Interestingly, like the list above, the answer to customer experience excellence in 2021 is to revisit the basics: they’re long overdue! Clearly, the above list of 2021 mandates is the responsibility of everyone in your company’s ecosystem, no exceptions.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

SurveySparrow

APRIL 13, 2021

There are chances that a complaint is taken lightly; please make the culture so customer-focussed that this doesn’t happen. Develop a culture where complaints are welcomed: Your culture should be in such a way that each customer complaint is considered as an opportunity. Stage 5: Treat customers nicely.

Strategy 97

Strategy Leadership Survey Feedback 97