InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. It visualizes the connections between the front-stage (customer-facing) and back-stage (internal processes). Must-know customer service statistics of 2024. ( [link] ).

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

DECEMBER 6, 2024

Communication Barriers : Language and cultural differences can pose challenges, especially when working with offshore providers. Check-ins will help you to stay accountable to goals, and your vendor will be able to advise you on any challenges, as well as connect you with other CX professionals in your industry.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

InMoment XI

DECEMBER 3, 2024

InMoment offers an all-in-one customer experience platform that collects and connects data from various channels across the customer journey. Scale A solid customer-centric culture begins materializing in this stage. 35 customer experience statistics to know for 2024 ( [link] ). Accessed 11/28/2024. References Zendesk.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ShepHyken

JANUARY 7, 2025

We have crossed over into the new year, and 2024 is now a history lesson. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. 1 episode of 2024. Thanks for listening!)

Retail 82

Retail Video Customer Confidence Culture 82

InMoment XI

DECEMBER 17, 2024

Assess Cultural Fit Your customer experience manager will be responsible for communicating across your organization, whether it be executives or associates. Since the CX manager will touch many departments, it is important to take the time to ensure that they are also a cultural fit for your company. link] Accessed 12/17/2024.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

JUNE 4, 2024

Finally, learn how Aflac is setting a high bar for customer-centric culture by focusing on emotional needs and consistent service, illustrating why customer experience should be a company-wide priority. We also examine the employee experience and customer experience link.

Customer Centricity 265

Customer Centricity Culture Employee Experience Innovation 265

Experience Investigators by 360Connext

JULY 9, 2024

Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. You’ll also hear compelling stories from GitLab and the St. Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships.

Fashion 284

Fashion B2C Hotels Insurance 284

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. Additionally, Qualtrics offers strong integration capabilities, connecting with CRM systems, marketing platforms, and other business tools to streamline data collection and analysis.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Blake Morgan

DECEMBER 30, 2024

The hospitality industry in 2024 continues to prioritize emotional connections and guest well-being as key differentiators, with U.S. hotel occupancy rates reaching 67% in October (Statista, 2024).

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

DCX

DECEMBER 24, 2024

The DCX 2024 Year in Review As 2024 comes to a close, I’ve been thinking about the incredible journey we’ve shared this year. We also dug into what truly connects us to the people we serve. Mark Top 10 DCX Articles of 2024 #1 #2 #3 #4 #5 FREE FOR THE HOLIDAYS!

Course 52

Course Social Media Roadmap Leadership 52

DCX

OCTOBER 20, 2024

Zoom in: Amazon launched Rufus, a chatbot, in early 2024. This isn’t just about automating tasks; it’s about creating human-like connections that make users feel supported. Edelman have just released their new book, Personalized: Customer Strategy in the Age of AI (Harvard Business Review Press, 2024).

Video 52

Video Chatbots Customer Centricity Trends 52

DCX

OCTOBER 20, 2024

Zoom in: Amazon launched Rufus, a chatbot, in early 2024. This isn’t just about automating tasks; it’s about creating human-like connections that make users feel supported. Edelman have just released their new book, Personalized: Customer Strategy in the Age of AI (Harvard Business Review Press, 2024).

Video 52

Video Chatbots Customer Centricity Trends 52

eglobalis

SEPTEMBER 19, 2024

Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals. When employees are connected to the broader vision, they are more likely to invest emotionally in both the company’s success and the customer experience.

Customer Experience 299

Customer Experience Leadership Innovation Roadmap 299

ECXO

DECEMBER 25, 2024

To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Foster a culture where employees feel valued and motivated to deliver exceptional service. Why It Works: Community-building enhances customer connection and generates organic advocacy.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

MARCH 26, 2024

Coresight Research) Meet New York’s Chief Customer Experience Officer (StateScoop) Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Banking 178

Banking Advertising ROI B2B 178

DCX

DECEMBER 1, 2024

What’s one way you’re breaking the mold to create lasting connections? This week’s links dive into how authenticity, connection, and long-term thinking can transform CX. From creating genuine spaces to adopting a long-term mindset, the common thread in all these stories is connection. Stop the Madness.

Fashion 52

Fashion Culture Trends Connections 52

DCX

OCTOBER 27, 2024

A CX Leader’s Guide to Organizational Buy-In is your go-to playbook for building a customer-first culture across your entire organization. This means less time digging for info and more time actually connecting with customers. Why it matters: It’s all about walking the walk.

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

Trends 119

Trends Marketing Video Consumers 119

DCX

NOVEMBER 10, 2024

Let’s dig in and see where we can focus less on the flash and more on what really matters: clarity, ease, and connection. A CX Leader’s Guide to Organizational Buy-In is your go-to playbook for building a customer-first culture across your entire organization. Happy reading, and stay DCX curious! Bring Back the Buttons!

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

DECEMBER 29, 2024

Sometimes, the biggest breakthroughs come not from adding more but from questioning the basics—how we measure success, connect with customers, and design experiences. Connection: Building and maintaining strong, authentic relationships with others. This week’s links dive into a critical theme: rethinking the fundamentals.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Gainsight

NOVEMBER 14, 2024

They are adept at creating a space that is not only informative and helpful, but also fosters a sense of belonging and connection. He was able to expand and connect the Odido customer base by ensuring a smooth journey and offering self-service tools. The post Celebrating Our 2024 Pulse Europe GameChanger Award Winners!

Self Service 52

Self Service Effort Score Hospitality Innovation 52

Experience Investigators by 360Connext

MAY 7, 2024

We’re peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape your next move in the world of customer experience. Suraj ‘SUV’ Venkitachalam from Cisco emphasizes the untapped potential within the data we already possess.

Healthcare 143

Healthcare Culture Customer Voice Connections 143

DCX

DECEMBER 22, 2024

It’s about shaking things up, asking better questions, and connecting with people in ways that actually make their lives easier (and maybe even a little more delightful). Bain highlights how AI-driven targeting leaves old-school demographics in the dust, letting brands connect with customers on a much deeper level.

Retail 52

Retail Self Service Tips Customer Centricity 52

DCX

NOVEMBER 17, 2024

This week, we’re zooming out to look at how CX connects to something greater—creating real, lasting impact. Embrace change: Create a culture where AI is seen as a helper, not a threat. Storytelling connects the dots At Apple, storytelling is more than fluff—it’s how leaders align everyone to a shared purpose.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

DCX

NOVEMBER 24, 2024

Why Human Connection Still Wins Dame Karen Jones knows a thing or two about hospitality and insists that nothing beats a real human connection. Takeaways for CX Pros Use Tech Wisely: Automation should free up your team to do what they do best—connect with customers. Balance It Out: Customers want fast answers and empathy.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. In 2024 we are launching our education program. A single, dynamic view of each account delivers intelligence in real time. Find out more here.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

DCX

OCTOBER 13, 2024

Doug Rushkoff’s powerful call to join Team Human reminds us that while tech is amazing, it’s still our human connections that drive CX. AI Audio Discussion A CX Leader’s Guide to Organizational Buy-In is your go-to playbook for building a customer-first culture across your entire organization.

Video 52

Video Customer Centricity Roadmap Course 52

Experience Investigators by 360Connext

OCTOBER 8, 2024

We also have fun comparing everyday items like the cult-favorite Scrub Daddy to traditional brands, showing how consumer culture influences even the most mundane products. Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences.

Entertainment 143

Entertainment Retail Banking Trends 143

InMoment XI

OCTOBER 4, 2024

Encourage a customer-centric culture. This strategy makes customers feel more connected and loyal to the brand. 35 customer experience statistics to know for 2024. ( [link] ). Accessed 9/25/2024. Must-know customer service statistics of 2024. ( [link] ) Accessed 9/24/2024. Accessed 9/25/2024.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

OCTOBER 1, 2024

This is a celebration where every employee writes a personal compliment for a colleague, fostering a culture of appreciation and connection throughout the company. Connect with Shep on LinkedIn. Just a little something to say, “Thank you for doing a great job!” Friday is Kudos Day. Celebrate your employees all year.

Customer Service 95

Customer Service Exercises Video Customers 95

Totango

MAY 15, 2024

Our takeaway: For businesses looking to thrive, it’s essential to refine CS success motions and KPIs, ensuring they are aligned with the broader company objectives and are a force in fostering stronger interdepartmental connections to achieve these goals. They must give teams the agency to incorporate AI and new processes in its current form.

Interaction 110

Interaction Customer Success Conference Industry 110

CX University

DECEMBER 16, 2024

Leaders should openly discuss mistakes and failures to cultivate a culture of trust and safety. Google is a prime example of fostering a culture of open communication and innovation. Their culture encourages staff to voice their opinions and challenge decisions, fostering transparency and continuous improvement.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

ShepHyken

JANUARY 26, 2025

Why You Need a Chief Experience Officer the Right One by Eric Karofsky (CMSWire) Most corporations take on customer experience with outdated thinking and approaches, relegating CX to junior employees and mistaking superficial cultural statements for genuine strategic transformation. Connect with Shep on LinkedIn.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections. Key components of S.P.E.A.K.:

e-support 86

e-support Customer Centricity Apparel Leadership 86

ShepHyken

JUNE 30, 2024

Take This Radical Approach to Customer Retention to Boost Employee Morale — And Your Profit by Christine Park (Entrepreneur) Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Retail Customer Retention Loyalty 85

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. For example, I get many invites for connections here on LinkedIn. It happens to me all the time. Click here !

Net Promoter Score 97

Net Promoter Score Effort Score Conference NPS 97

CSM Magazine

OCTOBER 23, 2024

Back then, I was driven by the thrill of connecting with people and solving their problems one conversation at a time. Jovee can pick up on slang, cultural nuances, and even subtle shifts in consumers’ moods—things that many other bots struggle to achieve. His vision is to lead telecom innovation and build a connected future.

Sales 52

Sales Customer Service Contact Center Chatbots 52