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! Dive into the latest edition now!

Course 52

Course Social Media Roadmap Leadership 52

eglobalis

SEPTEMBER 19, 2024

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. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

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). ” To learn more visit www.8CXLaws.com.

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

Gainsight

OCTOBER 15, 2024

At Pulse Europe 2024 , happening on November 13–14, we’ll embrace this change together as a community dedicated to shaping the future of Customer Success. We have so many incredible sessions coming up at Pulse Europe 2024, but here’s a look at a couple of our early favorites. Why Attend Pulse Europe 2024?

Customer Success 52

Customer Success Conference Sports Roadmap 52

ShepHyken

DECEMBER 29, 2024

Using Data, Technology and Creativity for Meaningful Customer Connections by Melanie Mingas (CX Network) Deloittes Perrine Masset explains how to creating meaningful customer connections with data and technology without stifling creativity My Comment: What happens when CX and marketing collide? Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Self Service Connections Social Media 73

Optimove

FEBRUARY 23, 2025

And in 2024, heres just a glimpse of what I heard: You have to go to the data people to get the data, and then you have to connect it to marketing. In 2024, advancements in technology further empowered marketers to deliver real-time, personalized, and relevant marketing at scale. But 2024 brought new possibilities.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

DCX

OCTOBER 27, 2024

Small acts of thoughtful leadership like this can have a huge impact. This means less time digging for info and more time actually connecting with customers. One story he shares: a DMV employee who quickly and respectfully managed a long line, turning what’s usually a headache into a low-friction experience.

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

ECXO

DECEMBER 25, 2024

To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Why It Works: Community-building enhances customer connection and generates organic advocacy. Break time: The European Customer Experience Organization (ECXO) Wishes You a Season of Light and Joy!

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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 24, 2024

From keeping products simple to giving AI some sass or embracing quiet leadership, the big takeaway is this: CX isn’t just about what you do —it’s about how you make people feel. Why Human Connection Still Wins Dame Karen Jones knows a thing or two about hospitality and insists that nothing beats a real human connection.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

ChurnZero

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! 2024 Onboarding Hero: Ollie, a Next Glass company Ollie used ChurnZero journeys and plays to enhance their onboarding process for time-pressed customers. Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

DCX

NOVEMBER 17, 2024

This week, we’re zooming out to look at how CX connects to something greater—creating real, lasting impact. Source How Apple Uses Storytelling to Lead What it’s about: Apple doesn’t just use storytelling to sell products—it’s baked into their leadership philosophy. Think about your own team.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

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

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

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference. appeared first on ChurnZero.

Meeting 52

Meeting Leadership Study Trends 52

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference. appeared first on ChurnZero.

Meeting 52

Meeting Leadership Study Trends 52

ECXO

OCTOBER 25, 2023

To ensure our network remains secure and genuine, particularly on LinkedIn, please add to your profile picture and details as a Member and connect with us here: [link] These will help you and us conjointly and we will appreciate it very much. Starting from August 2024, new member registrations will incur a fee.

Leadership 156

Leadership Video Connections Innovation 156

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Setting out to cut through the hype and noise around supply chain and business transformation many years ago, Maria has interviewed hundreds of senior leaders from some of the world’s most admired organisations to this date, with her contributions seeing her gain recognition as a highly acclaimed, influential, empowering and inspiring supply (..)

Case Study 143

Case Study Leadership Customer Satisfaction Study 143

ShepHyken

AUGUST 4, 2024

How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it. Here are the top statistics and trends you should know about customer loyalty in 2024. In fact, £29.6

Customer Service 82

Customer Service Airlines Policies Advertising 82

ShepHyken

OCTOBER 1, 2024

And if you really want to show how much they are appreciated, have the leadership or management serve it up. 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.

Customer Service 92

Customer Service Exercises Video Customers 92

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.

e-support 86

e-support Customer Centricity Apparel Leadership 86

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.

Interaction 110

Interaction Customer Success Conference Industry 110

CX University

DECEMBER 16, 2024

This inclusive leadership approach helps cultivate trust and nurture a culture of openness within the company. These companies recognize that building a culture of openness requires ongoing effort, leadership commitment, and supportive structures. These are new thresholds that must come from mindful leadership.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Travel Trends 2024. ( [link] ). State of the Connected Customer. ( [link] ). At the Forefront of ESG Leadership. ( [link] ). References Skyscanner. Access 1/19/24. Mckinsey & Company. Salesforce.

Hotels 195

Hotels Guest Experience Travel Social Media 195

ShepHyken

APRIL 22, 2024

Why the CEO of a $12 Billion Pet Services Company Still Responds to Customer Emails Himself by Fortune Editors (Fortune) On this episode of Fortune’s Leadership Next podcast, co-hosts Alan Murray and Michal Lev-Ram sit down with Chewy CEO Sumit Singh. This is a transcript of an episode from Fortune’s Leadership Next podcast.

Customer Service 85

Customer Service Self Service Contact Center Tips 85

ShepHyken

JULY 21, 2024

Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming out of the report. Leadership wants to see the numbers before they make an investment.

Customer Service 87

Customer Service ROI Return on Investment Customer Journeys 87

AWS Machine Learning

APRIL 1, 2025

Since the general availability of App Studio in November 2024, customers across diverse industries have adopted it to build scalable, enterprise-grade applications, transforming their development processes and accelerating time-to-market. After completion, the application will be imported to your development environment.

Self Service 84

Self Service Travel Innovation Exercises 84

ShepHyken

MAY 26, 2024

Is it time to lead a new service leadership revolution and put the human back in ‘human service’? BONUSES Onalytica Insider: 2024 B2B Influencer Marketing Report by Onalytica (Onalytica) Discover the latest trends and strategies in B2B Influencer Marketing with our new 2024 report. Connect with Shep on LinkedIn.

Net Promoter Score 79

Net Promoter Score Ecommerce Customer Service B2B 79

DCX

DECEMBER 31, 2024

The world of customer experience and leadership is evolving fast, and you need to stay ahead. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” According to 2024 research by the CX Network, over 60% of CX professionals struggle to quantify their impact.

ROI 52

ROI Self Service Leadership Metrics 52

ChurnZero

JANUARY 6, 2025

“Over the past two years, every less-than-best practice in CS has been scrutinized: where it should live, how it should look, who owns what, writes ChurnZero CEO You Mon Tsang in the most recent Customer Success Leadership Study. Revenue ownership became an operating norm in 2024,” says ESG ‘s Sheik Ayube.

Trends 52

Trends Customer Success Measurement Leadership 52

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Government Employee Experience Video 85

Totango

FEBRUARY 12, 2025

A unified vision to reflect our unified company The merger with Catalyst and the acquisition of Parative AI in 2024 gave Totango a fresh perspective on the evolution of customer success and the pivotal role AI plays in helping enterprise teams uncover and act on customer intelligence to fuel growth. Here’s why the timing made sense.

Brands 62

Brands Customer Success Roadmap Innovation 62

BirdEye

JULY 15, 2024

Birdeye View , a virtual conference scheduled for September 10th and 11th, 2024, addresses these critical areas by equipping local businesses with the knowledge and tools to harness the power of Artificial Intelligence (AI) and dominate their respective markets.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

AWS Machine Learning

FEBRUARY 18, 2025

The assistant is connected to internal and external systems, with the capability to query various sources such as SQL databases, Amazon CloudWatch logs, and third-party tools to check the live system health status. For example, it can correctly interpret user input date formats such as 2024-05-10 or 10th May 2024.

Knowledge Base 70

Knowledge Base System Analysis Metrics 70

DCX

FEBRUARY 4, 2025

Ever present a brilliant CX initiative, only to watch leadership nod politely—and do nothing? A few years ago, I was presenting a customer experience (CX) initiative to senior leadership. You send reports, make recommendations, fight for budget—yet leadership doesn’t seem to be listening. The room went silent.

How To 52

How To Self Service Leadership Effort Score 52

2020 Research

OCTOBER 9, 2024

Iselin, NJ—October 9, 2024 Sago ( formerly Schlesinger Group ), a trusted leader in market research, announced today that Reed Cundiff has stepped down as Chief Executive Officer (CEO) and as a member of the Board of Directors, effective immediately. Thanks to Reed’s dedication, Sago is more agile and innovative.

Leadership 52

Leadership Innovation Groups Consulting 52

ShepHyken

APRIL 14, 2024

Those forces from the days of the pandemic look to continue well into 2024 as stubborn inflation and higher interest rates continue to burden brands and retailers, which are faced with the unenviable task of balancing increasing costs with what consumers can bear. Connect with Shep on LinkedIn.

Net Promoter Score 76

Net Promoter Score Loyalty Programs Customer Service Ecommerce 76