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 Roadmap Leadership 52

eglobalis

SEPTEMBER 28, 2024

In my specific case, the leadership team appeared disconnected from modern practices of customer experience, service, and loyalty management, showing a lack of understanding that how customers are treated is how they will respond in return. Trust Your Customers: Building trust is the foundation of loyalty.

Automotive 474

Automotive Loyalty System Return on Investment 474

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

DCX

NOVEMBER 17, 2024

Whether it’s leveraging tech like AI and wearable neurotech, building trust through transparency, or rethinking leadership, the takeaway is clear: great customer experiences don’t just solve today’s problems—they help shape a better future for everyone. That trust? It’s what brings them back.

Social Media 52

Social Media Leadership Customer Centricity Tips 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. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture?

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

ChurnZero

DECEMBER 19, 2024

They’re creative, data-driven, customer-centric, innovative, and impactful. Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. Our customers are much happier too, says Dustin.

Customer Success 52

Customer Success Meeting Self Service ROI 52

DCX

DECEMBER 22, 2024

Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? Source FREE FOR THE HOLIDAYS!

Retail 52

Retail Self Service Tips Customer Centricity 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

DCX

DECEMBER 1, 2024

Source Related: Irreplaceable: How to Create Extraordinary Places That Bring People Together Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Learn More Order Now “What stood out was how action-oriented the course is.

Fashion 52

Fashion Culture Trends Connections 52

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

Customer Success 100

Customer Success Consulting Customers Leadership 100

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

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

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

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. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. Travel Trends 2024. ( [link] ). State of the Connected Customer. ( [link] ).

Hotels 195

Hotels Guest Experience Travel Social Media 195

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

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

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. The next step is loyal repeat business.

Customer Service 86

Customer Service Government Employee Experience Video 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

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

Totango

MAY 7, 2024

If you’re ready to drive measurable growth from your customer base, we’d love to talk to you. The post Expansion is a Team Sport: Strategies for Aligning CS and Sales in 2024 appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Sports 103

Sports Sales Strategy Net Promoter Score 103

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. Two of my favorites (out of the ten) are the first one, which recognizes that leadership must be 100% on board.

Self Service 86

Self Service Customer Service Chatbots Customer Centricity 86

DCX

OCTOBER 6, 2024

30 Days to Greater Influence is my new email 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.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

30 Days to Greater Influence is my new email 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.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

DECEMBER 31, 2024

The world of customer experience and leadership is evolving fast, and you need to stay ahead. Decoding Customer Experience is here to make sure you don’t just keep up—you excel. Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game.

ROI 52

ROI Self Service Leadership Metrics 52

Magellan Solutions

JANUARY 29, 2024

billion in revenue in 2024, a 7% increase from 2023? I will focus on the strategic decisions and leadership philosophy that have made Magellan a leader in the BPO industry. Leadership Excellence and Transformation: Chua’s leadership philosophy: “Lead by example; transparency is key. ” 2.

Call Center 98

Call Center Leadership Culture Customer Centricity 98

DCX

JANUARY 19, 2025

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. The recognition that customer experience is about more than solving problems—it’s about creating moments that matter. What ties it all together?

Travel 52

Travel Customer Centricity Culture Brands 52

InMoment XI

MARCH 27, 2024

To get ahead, your organization must commit to delivering seamless digital experiences, build a strong foundation for automotive reputation management, and invest in technology that will better engage consumers and make every part of the customer journey pain-free, even long before they set foot in your physical locations.

Automotive 195

Automotive Management Social Media Feedback 195

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.

Hospitality 195

Hospitality Call Center Retail NPS 195

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. Equip employees with the tools and resources they need to understand customer needs and deliver exceptional service.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

DCX

JANUARY 5, 2025

Observability tools make sure your customers get fast, frustration-free experiences from start to finish. It helps you see what’s going wrong and fix it before your customers even notice. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture?

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52

AWS Machine Learning

FEBRUARY 18, 2025

For example, it can correctly interpret user input date formats such as 2024-05-10 or 10th May 2024. Olga Miloserdova is an Innovation Lead at Amazon Web Services, where she supports executive leadership teams across industries to drive innovation initiatives leveraging Amazons customer-centric Working Backwards methodology.

Knowledge Base 70

Knowledge Base System Analysis Metrics 70

DCX

FEBRUARY 4, 2025

Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. 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.

How To 52

How To Self Service Leadership Effort Score 52

Gainsight

SEPTEMBER 12, 2024

If your company is ready to leverage CS to drive revenue and improve customer engagement and satisfaction, you won’t want to miss these sessions. Empowering Customers to Succeed on Their Own Pulse Europe 2024 is all about unleashing the power of the customer, just like this track. The post Just Announced!

Self Service 52

Self Service Chief Customer Officer Leadership Customer Success 52

Gainsight

SEPTEMBER 12, 2024

If your company is ready to leverage CS to drive revenue and improve customer engagement and satisfaction, you won’t want to miss these sessions. Empowering Customers to Succeed on Their Own Pulse Europe 2024 is all about unleashing the power of the customer, just like this track. The post Just Announced!

Self Service 52

Self Service Chief Customer Officer Leadership Customer Success 52

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

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Customer Success 52

Customer Success Trends Leadership Chatbots 52

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 52

e-support Customer Centricity Apparel Leadership 52