CX University

OCTOBER 31, 2024

Participants will gain knowledge and tools that can be immediately applied in their daily work, enabling them to enhance customer satisfaction and drive competitive differentiation within their organizations. His collaboration ensures that the program is tailored to meet the specific needs of the Spanish-speaking market.

Net Promoter Score 97

Net Promoter Score Customer Experience Customer Centricity NPS 97

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

InMoment XI

OCTOBER 23, 2024

Examples of Banks with the Best Customer Experience The growing emphasis on improving CX in banking has made it essential to adopt the right trends and tools. This created a customer-centric culture that increased its revenue by 5%. They also grew their number of customer accounts to three million.

Banking 195

Banking Customer Experience Effort Score Financial 195

Experience Investigators by 360Connext

AUGUST 6, 2024

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. What would our world look like if businesses prioritized protecting their service workers from abusive customers?

Entertainment 310

Entertainment Culture Consulting Connections 310

eglobalis

DECEMBER 4, 2024

In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030. B2B Partnerships Require Cultural and Regional Sensitivity Global B2B companies operate in diverse cultural and regulatory environments. Thoughtful content fosters credibility and maintains their engagement.

B2B 414

B2B Culture Government Innovation 414

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. Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships. You’ll also hear compelling stories from GitLab and the St.

Fashion 284

Fashion B2C Hotels Insurance 284

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Positive word-of-mouth: A memorable customer experience can turn happy customers into evangelists, reducing the cost of acquisition. Align marketing and sales strategies with customer-centric values.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

DCX

DECEMBER 24, 2024

Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. 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. Don’t miss out—join the movement today!

Course 52

Course Social Media Leadership Roadmap 52

DCX

OCTOBER 20, 2024

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. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

Video 52

Video Chatbots Customer Centricity Trends 52

DCX

OCTOBER 20, 2024

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. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

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. Employees who understand their contribution to the customer experience are more likely to innovate and perform at their best.

Customer Experience 295

Customer Experience Leadership Innovation Roadmap 295

DCX

OCTOBER 27, 2024

-Mark Here are this week’s must-read links: Embrace the Right Kind of Friction Corporate's Hitting the Floor How USAA Is Innovating With GenAI Forrester’s 2025 CX Predictions The Three Laws of Human Behavior Feelings First: Why Emotions Are Your CX Superpower How to Train Every Department on Customer-Centricity: Make It Real for Them!

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

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

NOVEMBER 10, 2024

Journey-Centric Design: Zoom Out for CX Wins Choice Isn’t the Enemy—It’s the Advantage The Tech Supercycle: Brace Yourself Why Friendly Staff Are CX Gold Mastercard’s AI Game: Faster Service, More Sales NEW from DCX: Train Every Department on Customer-Centricity: How to Make It Real for Them!

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

DECEMBER 1, 2024

Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. What to do now: Start small. What feels cookie-cutter?

Fashion 52

Fashion Culture Trends Connections 52

DCX

NOVEMBER 17, 2024

Customers want fast responses, but they also value empathy and creativity. Embrace change: Create a culture where AI is seen as a helper, not a threat. Be upfront: Let customers know how AI is enhancing their experience—it builds trust. Get executives to champion your customer-centric initiatives. That trust?

Social Media 52

Social Media Leadership Customer Centricity Tips 52

DCX

DECEMBER 29, 2024

These pillars serve as a foundation not just for personal fulfillment but also for creating meaningful and customer-centric experiences in professional settings. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

InMoment XI

OCTOBER 4, 2024

A customer’s experience doesn’t start and end with purchasing your product or service. Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? Encourage a customer-centric culture.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

DCX

NOVEMBER 24, 2024

Takeaways for CX Pros Use Tech Wisely: Automation should free up your team to do what they do best—connect with customers. Empower Your People: Invest in training and culture so your team is ready to make those moments count. 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? Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success.

Retail 52

Retail Self Service Tips Customer Centricity 52

CSM Magazine

FEBRUARY 13, 2025

If you do not train all your staff constantly with something new and fresh the customer experience slides. Amazon 2024 Results $63.2 Billion Increase in Sales Amazon increased sales by 11% to $638 billion in 2024 from $574.8 Net income in 2024 was $59.2 Amazon is the most customer-driven firm in the world.

Customer Experience 59

Customer Experience Culture Training Call Center 59

Horizon CX

APRIL 30, 2024

Understanding Organizational Transformation Transformation goes beyond incremental improvements; it entails fundamentally altering an organization’s structure, processes, culture, and mindset to adapt to evolving market dynamics and customer expectations. It requires vision, strategic alignment, and relentless execution.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

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

Experience Investigators by 360Connext

MAY 7, 2024

In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today.

Healthcare 143

Healthcare Culture Customer Voice Connections 143

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

Beyond Philosophy

DECEMBER 29, 2023

Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. The same principle of gradual improvement through diligent effort holds true for Customer Experiences. Achieving a customer-centric organization isn’t an overnight switch. Complete this short survey.

Consulting 88

Consulting Customer Centricity Financial Culture 88

customer sure

JANUARY 20, 2025

Building Customer-Centric Cultures If 2024 was a year when the importance of customer experience gained ground, then 2025 is the year when people understand that its not something you can bolt on, or delegate to a separate team. Forrester highlights the importance of customer-centric cultures for sustained growth.

Trends 62

Trends Net Promoter Score Analysis ROI 62

DCX

SEPTEMBER 29, 2024

30 Days to Greater Influence is my new course that will help you become the go-to expert your colleagues rely on for critical decisions, get executives to champion your customer-centric initiatives, and leave work each day knowing you’ve made a real, tangible difference for your customers.

e-support 86

e-support Customer Centricity Apparel Leadership 86

Uplight

MARCH 11, 2024

Exciting news: Avangrid has been selected as the winner for SECC’s 2024 Best Practices Award in the Cultural Transformation category! This award recognizes Avangrid’s shift toward customer-centricity by developing new organizational philosophies, strategies, and metrics for customer success.

Culture 52

Culture Customer Centricity Metrics Software 52

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. From a business perspective, the same concept applies to Customer Experiences. Speak to Colin and find out more.

Net Promoter Score 97

Net Promoter Score Effort Score Conference NPS 97

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. This practice is at the core of a successful customer-centric approach that is impactful for the following reasons: It provides insight into customer behavior and expectations.

Feedback 195

Feedback How To Social Media B2C 195

DCX

JANUARY 19, 2025

Whether it’s leveraging AI to predict needs, fostering curiosity to uncover hidden insights, or putting people first to create meaningful connections, the key to success is being deliberate about how you show up for customers. How are you preparing to integrate AI that truly understands your customers?

Travel 52

Travel Customer Centricity Culture Brands 52

ShepHyken

AUGUST 25, 2024

10 Barriers to Building a Customer-Centric Culture—And How to Overcome Them by Chris Brown (CustomerThink) Creating a customer-centric culture isn’t just a buzzword—it’s a business imperative. Customer centricity should be part of an organization’s vision and values statements.

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

Horizon CX

FEBRUARY 29, 2024

Overall, the implications of perfunctory service are far-reaching and can have detrimental effects on customer satisfaction, loyalty, brand reputation, employee morale, and business growth. Culture of Complacency : In some organizations, there may be a culture of complacency or acceptance of mediocrity when it comes to customer service.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction.

Case Study 143

Case Study Leadership Customer Satisfaction Study 143

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62