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. Furthermore, studying a range of examples allows you to adapt best practices and innovative techniques to fit your specific customer base, whether focusing on B2B or B2C journeys.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

CX University

OCTOBER 31, 2024

This innovative program, designed for Spanish-speaking professionals, offers comprehensive training in the five domains essential for excelling in the field of Customer Experience. Mauricio Alanís brings over 15 years of experience transforming organizations into more customer-centric cultures across Mexico and Latin America.

Net Promoter Score 97

Net Promoter Score Customer Experience Customer Centricity NPS 97

ECXO

DECEMBER 25, 2024

A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be. Heres why this is crucial for sustainable growth: Informed decision-making: Insights gathered from customers can drive innovation, identify opportunities, and uncover inefficiencies.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. 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.

Customer Experience 299

Customer Experience Leadership Innovation Roadmap 299

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

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. QuestionPro has been a go-to for many, but the competition is heating up.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

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

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

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

AWS Machine Learning

DECEMBER 5, 2024

As generative AI continues to drive innovation across industries and our daily lives, the need for responsible AI has become increasingly important. A comprehensive approach to responsible AI empowers organizations to innovate boldly and achieve transformative business outcomes.

Resources 111

Resources Tools Innovation Metrics 111

DCX

DECEMBER 1, 2024

Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? Differentiation comes from innovation led by what your customers actually value. Add a personal touch: Bring in some local culture or unique elements that make it feel real. What to do now: Start small.

Fashion 52

Fashion Culture Trends Connections 52

Gainsight

NOVEMBER 14, 2024

Every year at Pulse Europe , we recognize European industry leaders who have made significant contributions to the field of customer success (CS), driving innovation and transforming the way businesses engage with their customers. The post Celebrating Our 2024 Pulse Europe GameChanger Award Winners! The impact? Want more inspiration?

Self Service 52

Self Service Effort Score Hospitality Innovation 52

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. In any experience, the balance between innovation and intuitive design is key. Customers expect innovation, but they also value privacy and data security.

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

DECEMBER 29, 2024

This method helps balance immediate priorities with long-term innovation: Horizon 1: Focus on keeping your core CX running smoothly—address today’s pressing needs. Horizon 3: Explore transformative, big-picture innovations that could redefine the future. Companies, governments, and innovators need to earn it.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

NOVEMBER 17, 2024

Embrace change: Create a culture where AI is seen as a helper, not a threat. As a CX pro, this is your reminder to think about where you can innovate to deliver a smoother experience for your customers. Joel Podolny , former dean of Apple University, explains how leaders use narratives to inspire and innovate.

Social Media 52

Social Media Leadership Customer Centricity Tips 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

DECEMBER 22, 2024

Plus, as more brands test these innovations, CX teams get a chance to prepare for the operational shifts coming with this tech. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? ” to push Apple to innovate. Lessons from the Greats How the pros do it.

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

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. Join us as we delve into four crucial dimensions: 1.

Airlines 207

Airlines Culture Innovation Groups 207

CX University

DECEMBER 16, 2024

Golden Rule 4: Build Safety Scaffolds for Innovative CX Thinking. Individuals who fear punishment for their actions, especially when they might be wrong, often remain silent and stick to familiar routines rather than taking the risks necessary for innovation and growth.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

ECXO

JUNE 25, 2024

This capability not only speeds up the design process but also enables a more comprehensive exploration of innovative ideas. Additionally, AI can predict future trends by analysing historical data and projecting potential shifts in consumer preferences, enabling companies to innovate proactively.

Customer Experience 156

Customer Experience Automotive Fashion Innovation 156

ShepHyken

OCTOBER 1, 2024

You can also email it to all employees. Wednesday is Innovation Day. Participation guarantees entry into a prize drawing, celebrating the spirit of innovation rather than competition. Let’s make Thursday about food. These can be edited together to create a short video. This is like a massive suggestion box exercise.

Customer Service 95

Customer Service Exercises Video Customers 95

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

Totango

MAY 15, 2024

During the Ask the Experts: Innovation Challenges with AI in CS discussion, the panelists shared several practical ways that companies can apply a startup mindset in their AI journeys: Identify a baseline before you start. That’s a lot of money and a lot of opportunity on the table if it’s not embraced with an agile learning approach.

Interaction 110

Interaction Customer Success Conference Industry 110

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Join us for a conversation that will leave you with a richer understanding of the AI revolution in customer experience and ready to embrace the future of innovation and opportunity. This episode takes you through the crucial balance of meeting customer needs while navigating the complexities of AI-driven markets.

Case Study 143

Case Study Leadership Customer Satisfaction Study 143

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. Join us as we delve into four crucial dimensions: 1.

Airlines 156

Airlines Culture Innovation Groups 156

CSM Magazine

DECEMBER 2, 2024

a leading global CX technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital, today announced that TTEC Digital has completed the first phases of a successful global sales process optimization program with Westcon-Comstor , a global technology provider and specialist distributor.

Sales 52

Sales Multi-Channel Contact Center Omni-Channel 52

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

West Monroe

OCTOBER 7, 2024

They also touch on how generative AI is reshaping business operations and driving innovation. Implementing new AI tools, integrating AI into products, or finding the latest AI innovation is something that’s commonly talked about, but training every employee to be a prompt engineer might not be on many people’s radars.

Technology 105

Technology Net Promoter Score Training Innovation 105

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. Their story exemplifies that the utilization of AI can keep any business competitive and relevant by modernizing their approach.

Hospitality 195

Hospitality Call Center Retail NPS 195

CSM Magazine

OCTOBER 23, 2024

Jovee can pick up on slang, cultural nuances, and even subtle shifts in consumers’ moods—things that many other bots struggle to achieve. For me, my goal for Jovee is clear: to lead the way in telecom innovation, drive progress, and create a connected future for everyone. Titus also co-launched Excess Telecom.

Sales 52

Sales Customer Service Contact Center Chatbots 52

DCX

JANUARY 19, 2025

From Delta’s seamless travel concierge to Dutch Bros’ culture of care, these stories remind us that great CX doesn’t just happen—it’s designed. Each link offers a unique lens on how to approach your work with purpose, whether you’re focusing on innovation, leadership, or simply nailing the details.

Travel 52

Travel Customer Centricity Culture Brands 52

AWS Machine Learning

DECEMBER 2, 2024

Today at AWS re:Invent 2024, we are excited to announce the new Container Caching capability in Amazon SageMaker, which significantly reduces the time required to scale generative AI models for inference. Your feedback is invaluable as we continue to innovate and improve our ML platform.

Resources 107

Resources Travel Innovation System 107

Optimove

JANUARY 1, 2025

Then, 2024 was the year GenAI was integrated into marketing automation solutions. Amidst this wave of AI marketing automation and innovation, the role of the human marketer has never been more vital. Marketers must pair technologys possibilities with human ingenuity to drive meaningful innovation.

Marketing 52

Marketing Omni-Channel Touchpoint Innovation 52

Horizon CX

FEBRUARY 29, 2024

Businesses need to recognize the importance of genuine care in customer interactions and prioritize the development of a customer-centric culture to mitigate these negative impacts. 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

ImprintCX Articles

JULY 25, 2024

As published In Fast Company July 16, 2024 Lior Arussy is chairman and co-founder of ImprintCX, and author of the upcoming book Dare to Author! Culture drives employee performance As a manager, you can force those behaviors by creating key performance indicators (KPIs). Culture is not created by following a checklist.

Culture 52

Culture Employee Engagement Engagement Study 52

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. How to Act: It has to start at the very top, because thats where the culture of an organisation is set.

Trends 62

Trends Net Promoter Score Analysis ROI 62