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

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 59

e-support Customer Centricity Apparel Leadership 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 52

e-support Customer Centricity Apparel Leadership 52

DCX

NOVEMBER 17, 2024

A customer-first cancellation process shows you’re the kind of brand people can trust, even when they’re walking away. 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. That trust?

Social Media 52

Social Media Leadership Customer Centricity Tips 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. That’s where it starts!

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

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

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: 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.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: 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.

Sports 52

Sports Social Media Roadmap Feedback 52

InMoment XI

OCTOBER 9, 2024

Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Without an understanding of their customers’ needs and goals, a business might as well be walking in the dark! References Zendesk.

Feedback 195

Feedback How To Social Media B2C 195

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

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

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. But in 2024, loyalty professionals will be shocked – albeit they should not be surprised – that many new multi-partner collaborations will be launched.

Loyalty 59

Loyalty Trends Data Marketing 59

AWS Machine Learning

NOVEMBER 7, 2024

Customer-centric Pricing: Maximizing Revenue Through Understanding Customer Behavior.” She has experience developing products end to end, from the initial discussions with stakeholders to production, and creating technical roadmaps for cross-functional teams. 2023 and Streeck et al. Streeck, R., Gellert, A. Schmitt, A.

Fashion 95

Fashion Training Retail e-support 95

Optimove

JANUARY 3, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Successful marketers always keep their eyes on the horizon. While 2024 has just begun, now’s the time to look ahead if you want to thrive in 2025. This is a checklist to make sure you stay ahead of the curve.

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

COPC

JANUARY 9, 2024

We ensured alignment by creating an employee brand book that encompassed communication guidelines, employee objectives and project roadmaps. COPC: How does achieving COPC certification align with Mastercard’s broader goals around customer experience enhancement and operational efficiency?

Customer Experience 76

Customer Experience Net Promoter Score Guidelines Customer Care 76

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. 32 Customer Experience Statistics You Need to Know for 2024 ( [link] ).

Metrics 195

Metrics Net Promoter Score Measurement Effort Score 195

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. And now, as we all know, customer success is one of the fastest growing software categories. The Biggest Takeaway.

Software 60

Software Customer Success Tools Customer Centricity 60

SurveySparrow

DECEMBER 10, 2020

Chatbots for websites and chatbots in general will play an important role in increasing customer engagement and customer experience digitally. According to Gartner, 47% of organizations will depend on chatbots for customer care. billion within 2024 at a 29.7% It is expected that by 2024 there will be 1.9

Chatbots 52

Chatbots Social Media Survey System 52

DCX

OCTOBER 13, 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 Customer Centricity Roadmap Course 52

DCX

OCTOBER 13, 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 Customer Centricity Roadmap Course 52