ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

JULY 26, 2023

Brands have unprecedented access to customer data and digital footprints. In our always-on world, customers expect businesses to do something with this knowledge that’s in their interests. This is at odds with customer expectations. As we mentioned earlier, customers know the value of their data.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

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

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. ” and experiment with fresh ideas to solve customer pain points.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

DCX

OCTOBER 13, 2024

AI-driven capabilities: AI unlocks the potential for true personalization by processing massive amounts of data and predicting customer needs. The big picture: As customer expectations rise, businesses that fail to deliver personalization risk losing out.

Video 52

Video Customer Centricity Roadmap Course 52

DCX

DECEMBER 29, 2024

Why it matters: The future of customer experience isn’t set in stone—it’s ours to create. With tech evolving fast, customers expecting more, and the world throwing curveballs, CX pros like us have a chance to totally rewrite the playbook. This CustomerThink article dives into how we can lead the charge.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

InMoment XI

MAY 2, 2024

With these statistics in mind, it becomes clear that retail reputation management is one of the most important things you can do to improve customer acquisition, retention, and the overall retail customer experience. Customers expect you to respond to their reviews. Accessed 3/29/2024. Accessed 3/29/2024.

Retail 195

Retail Customer Retention Strategy Management 195

ECXO

DECEMBER 20, 2023

Arussy is an experienced change practitioner, success accelerator, corporate culture expert, and founder of the design and transformation firm Strativity Group. Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation.

Airlines 207

Airlines Culture Innovation Groups 207

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

InMoment XI

OCTOBER 4, 2024

Customer Experience Management (CXM) is the set of processes that aims to deliver that positive experience to your customers at each step of their journey. It helps brands track, analyze, and organize each customer interaction with them. Encourage a customer-centric culture. Accessed 9/25/2024.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ChurnZero

JULY 9, 2024

Last month, Jared Orr made three strong recommendations, from a CSM’s perspective, for customer success leaders looking to help their CSMs succeed. I wanted to complement his suggestions with three of my own, written from the perspective of a VP of customer success. But what if it happens twice in one day, or more?

How To 98

How To Training Customer Success Management 98

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

ECXO

JANUARY 16, 2024

Arussy is an experienced change practitioner, success accelerator, corporate culture expert, and founder of the design and transformation firm Strativity Group. Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation.

Airlines 156

Airlines Culture Innovation Groups 156

InMoment XI

OCTOBER 9, 2024

Given that 72% of customers want immediate service, the live chat feature goes a long way toward customer satisfaction. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks. Use conversational surveys to engage customers in impactful dialogue.

Feedback 195

Feedback How To Social Media B2C 195

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Customer Service 86

Customer Service Self Service Loyalty Programs Customer Service Training 86

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. Explore our Voice of the Customer best practices to foster a culture of customer obsession.

Trends 62

Trends Net Promoter Score Analysis ROI 62

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

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. It feels like the world is changing at lightning speed. Former CX “Trends” to Leave Behind 1.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

DCX

FEBRUARY 16, 2025

📌🚀Grab a Copy: A CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? Your Move: Find one way to add delight today—whether for a customer, a colleague, or a friend. Customers expect seamless interactions whether shopping, streaming, or staying connected.

Video 52

Video Airlines Travel Connections 52

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. A study by Salesforce revealed that 76% of customers expect companies to understand their needs and expectations.

Hospitality 195

Hospitality Call Center Retail NPS 195

Horizon CX

FEBRUARY 7, 2024

AI algorithms may struggle to interpret nuanced language, emotions, or cultural nuances, leading to misinterpretations or inappropriate responses. However, they often lack the ability to deliver personalized experiences tailored to individual customer preferences and needs. However, AI has its limitations.

Self Service 130

Self Service Loyalty Customer Service Representative Omni-Channel 130

ShepHyken

SEPTEMBER 1, 2024

Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Customer expectations have never been higher. Let’s see how Hyper-Personalization helps in meeting those expectations.

Customer Service 74

Customer Service Retail Customer Centricity Trends 74

ShepHyken

SEPTEMBER 15, 2024

The Five Elements Of An Effective Customer Experience Strategy by TheCustomer (TheCustomer) Today, we live in the age of the customer, where customer expectations are higher than ever, and they have more choice than ever before. Customers are also making decisions and choices on a different basis than before.

Self Service 86

Self Service Loyalty Programs Customer Service Airlines 86

Feedbackly

JANUARY 23, 2024

Let’s take a look at the top 5 CX trends in 2024! Emotional Experience as the Driving Factor With the growth in digital marketing and e-commerce stores, the competition is only going to get intense for businesses, and striving in the field boils down to understanding your customers’ needs and emotions. What factors will influence it?

Trends 52

Trends Customer Experience e-support ROI 52

NobelBiz

MARCH 11, 2025

Seamless AI-to-Human Handoff is Critical: Customers expect a smooth transition between AI and live agentsfailing this can lead to lost trust and increased complaints. billion in 2024 and is projected to grow at a CAGR of 23.8% The moment a bot escalates an issue, customers expect the human rep to already know everything.

Call Center 52

Call Center Chatbots Contact Center e-support 52

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From 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 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From 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 52

e-support Healthcare Customer Journeys Roadmap 52

rethinkCX

JUNE 12, 2024

Table of Contents Hiring and Training The Right People for the Right Role Opened Communication Determine the Right KPIs for your Organization Select the Right Technology for your Organization Wrap Up Hiring and Training (source) Define the skills, competencies and attitude required to deliver the expected customer experience(s).

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

SurveySensum

DECEMBER 18, 2024

Here is a study of NPS benchmarks that reveals the average NPS score of different industries in 2024. Source: Retently 2024 NPS Benchmarks for B2B & B2C Analyze and benchmark your NPS with SurveySensums NPS experts and stay ahead of the competition! This is why the Net Promoter Score benchmark by industry becomes important.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

SurveySensum

NOVEMBER 9, 2023

In any organization, the leading factor for the quality of the customer experience is the employee. If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees. They expect quality work conditions and jobs that offer excellent employee experience.

Management 52

Management Customer Experience Feedback Employee Experience 52

COPC

JANUARY 9, 2024

Comprehensive training and the tools inherent in the COPC certification process equipped our team with a framework to streamline operations and create a unified culture. COPC: How does achieving COPC certification align with Mastercard’s broader goals around customer experience enhancement and operational efficiency?

Customer Experience 74

Customer Experience Net Promoter Score Guidelines Customer Care 74

DCX

OCTOBER 13, 2024

AI-driven capabilities: AI unlocks the potential for true personalization by processing massive amounts of data and predicting customer needs. The big picture: As customer expectations rise, businesses that fail to deliver personalization risk losing out.

Video 52

Video Customer Centricity Roadmap Course 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” ” Why? ” (silos!)

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

DCX

MARCH 23, 2025

Customers expect the same—instant, always-on support without roadblocks or delays. Capgemini’s 2024 World Retail Banking Report makes one thing clear—AI isn’t coming, it’s already here. 24/7 Support Without Friction: PRIA is always there when students need it.

Banking 52

Banking Case Study Chatbots Leadership 52

SurveySparrow

FEBRUARY 27, 2024

Customers expect more, and to stay in the lead, you’ve got to tune into their needs closely. It’s a game-changer in retail, turning customers into loyal fans and, even better, into advocates for your brand. This transparency helps align efforts toward improving customer satisfaction. Impressive, right?

NPS 52

NPS Retail Effort Score Loyalty Programs 52

Magellan Solutions

APRIL 4, 2024

As our CEO, Fred Chua, says, “Our people-centric culture and streamlined processes showcase our dedication. ” This insight highlights the importance of having the right technology and fostering a culture of excellence and continuous improvement.

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52

SurveySensum

DECEMBER 4, 2024

Using NPS to refine services ensures banks not only meet but exceed customer expectations. Competitive Benchmarking NPS allows banks to compare their performance metrics against their competitors by measuring how likely their customers are to recommend their services. Suggested Read: How to Implement NPS in B2B ?

Banking 52

Banking NPS Financial Net Promoter Score 52