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 6, 2024

Communication Barriers : Language and cultural differences can pose challenges, especially when working with offshore providers. 35 Outsourcing Statistics For 2024 | MyOutDesk. link] Accessed 12/6/2024. You can examine which vendors have the best CX technology by reading reviews and third-party evaluations.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

InMoment XI

DECEMBER 3, 2024

Scale A solid customer-centric culture begins materializing in this stage. 35 customer experience statistics to know for 2024 ( [link] ). Accessed 11/28/2024. Accessed 11/28/2024. Focus on a cross-functional approach to improving customer experiences. References Zendesk. InMoment Market Pulse ( [link] ).

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

NOVEMBER 26, 2024

Document these improvements so they can serve as benchmarks for future efforts and inspire a customer-centric culture within your organization. Must-know customer service statistics of 2024. ( [link] ). Accessed 10/8/2024. Accessed 10/8/2024. Accessed 10/8/2024. Accessed 10/23/2024. Accessed 10/10/2024.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Experience Investigators by 360Connext

AUGUST 6, 2024

First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees. Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders.

Entertainment 310

Entertainment Culture Consulting Connections 310

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

The DiJulius Group

OCTOBER 14, 2024

The Future of CX has never looked Brighter We would like to congratulate the graduating class of Customer eXperience Executive Academy (CXEA) 2024! Read Full Article The post How To Keep The Underdog Spirit Alive In Your Culture As Your Organization Grows appeared first on The DiJulius Group.

Culture 98

Culture How To Training Groups 98

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

InMoment XI

OCTOBER 23, 2024

This created a customer-centric culture that increased its revenue by 5%. Focus on employee training to create a customer-obsessed culture. Accessed 10/14/2024. 35 customer experience statistics to know for 2024 ( [link] ). Accessed 10/16/2024. Metro Bank leveraged AI tools like Active Listening.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

APRIL 18, 2024

Mark your calendars: When: April 24th, 2024 Time: 5 PM CET | 4 PM GMT [link] [link] Reserve your spot now for this insightful discussion that promises to offer invaluable perspectives and strategies for navigating the evolving landscape of digital customer interactions.

Insurance 334

Insurance Consulting Travel B2B 334

CX University

OCTOBER 31, 2024

Mauricio Alanís brings over 15 years of experience transforming organizations into more customer-centric cultures across Mexico and Latin America. ” The Spanish version of the Customer Experience Specialist (CXS) program is projected to be open for enrollment in November 2024.

Net Promoter Score 97

Net Promoter Score Customer Experience Customer Centricity NPS 97

ECXO

JUNE 19, 2024

Human designers bring a nuanced understanding of aesthetics, ergonomics, and cultural context that AI alone cannot replicate. May 21, 2024. March 5, 2024. February 22, 2024. Accessed June 2024. Accessed June 2024. A new future of work: The race to deploy AI and raise skills in Europe and beyond.”

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

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. Employee Experience : Focused on improving employee engagement and workplace culture. The post 8 Best QuestionPro Alternatives & Competitors in 2024 appeared first on Retently CX.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

BlueOcean

MARCH 7, 2024

Blue Ocean’s 2024 Stevie Award entry highlights the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. “The We saw there was a true cultural fit. Since the beginning, I knew there was something unique about this company.

Sales 177

Sales Customer Service Sports Contact Center 177

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. Mark Top 10 DCX Articles of 2024 #1 #2 #3 #4 #5 FREE FOR THE HOLIDAYS! Don’t miss out—join the movement today!

Course 52

Course Social Media Leadership Roadmap 52

DCX

OCTOBER 20, 2024

Zoom in: Amazon launched Rufus, a chatbot, in early 2024. Edelman have just released their new book, Personalized: Customer Strategy in the Age of AI (Harvard Business Review Press, 2024). But here's the catch—if customers don't trust it, they'll bail.

Video 52

Video Chatbots Customer Centricity Trends 52

DCX

OCTOBER 20, 2024

Zoom in: Amazon launched Rufus, a chatbot, in early 2024. Edelman have just released their new book, Personalized: Customer Strategy in the Age of AI (Harvard Business Review Press, 2024). But here's the catch—if customers don't trust it, they'll bail.

Video 52

Video Chatbots Customer Centricity Trends 52

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

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

BlueOcean

MARCH 7, 2024

Blue Ocean’s 2024 Stevie Award entry highlights the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. “The We saw there was a true cultural fit. Since the beginning, I knew there was something unique about this company.

Sales 156

Sales Customer Service Sports Contact Center 156

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. It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices.

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

DECEMBER 1, 2024

Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? The big takeaway: A customer-first culture isn’t just a warm-and-fuzzy ideal—it’s a business advantage that fuels innovation, drives your strategy, and leaves competitors scrambling to catch up.

Fashion 52

Fashion Culture Trends Connections 52

DCX

NOVEMBER 17, 2024

Embrace change: Create a culture where AI is seen as a helper, not a threat. Source NEW from DCX: Train Every Department on Customer-Centricity: How to Make It Real for Them A CX Leader’s Guide to Organizational Buy-In is your go-to playbook for building a customer-first culture across your entire organization.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

Gainsight

NOVEMBER 14, 2024

This team understands that success requires breaking down silos and fostering a culture of open communication, shared accountability, and unwavering commitment to the customer. The post Celebrating Our 2024 Pulse Europe GameChanger Award Winners! The impact? Congratulations, GameChangers! Want more inspiration?

Self Service 52

Self Service Effort Score Hospitality Innovation 52

ECXO

DECEMBER 25, 2024

SeasonOfLight , #ChristmasJoy , #HanukkahLights #cx #customerexperience Hannukah 2024 The False Dichotomy: Growth vs. Customer Experience A common misconception is that prioritizing customer experience will hinder growth by diverting resources or reducing profitability. Wishing you a joyful Christmas and a Hanukkah full of light!

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

DCX

NOVEMBER 10, 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. It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices.

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

DECEMBER 29, 2024

Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? Why this hits home: It’s not just tweaks—it’s transformation: This is about rethinking how businesses operate, creating a culture where complaints aren’t even a thing.

NPS 52

NPS Gamification Effort Score Customer Centricity 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. This direct alignment between purpose and performance fosters a culture where employees take ownership of both internal transformation and customer outcomes.

Customer Experience 296

Customer Experience Leadership Innovation Roadmap 296

DCX

OCTOBER 13, 2024

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. .” - Jimmy, CX Leader, Google Get 30 day free trial Turn Your Colleagues into Customer Champions: Download the Free Guide Today.

Video 52

Video Customer Centricity Roadmap Course 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. But, technology on its own does not make the difference. Find out more here.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

DCX

NOVEMBER 24, 2024

Empower Your People: Invest in training and culture so your team is ready to make those moments count. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? Balance It Out: Customers want fast answers and empathy. Figure out how to give them both.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

DCX

DECEMBER 22, 2024

Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? Wing and DoorDash are making it happen, one drop-off at a time.

Retail 52

Retail Self Service Tips Customer Centricity 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

MAY 2, 2024

REPORT 2024 Retail Online Reputation Benchmarks Report InMoment’s 2024 Retail Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the retail industry — and how these reviews reflect the experiences retail consumers want to have. Accessed 3/29/2024. Accessed 3/29/2024.

Retail 195

Retail Customer Retention Strategy Management 195