ECXO

JUNE 15, 2021

SHARE ARTICLE. Tips for Transforming to a Customer-Centric Company Culture. As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. Transforming to a Customer-Centric Company Culture.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Building a Customer-Centric Culture Even the best CX strategy will falter if the companys culture doesnt support it.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? However, employees are the bedrock of innovation within any organization.

Innovation 451

Innovation e-support Culture Customer Centricity 451

ECXO

APRIL 14, 2025

Heres what weve unpacked so far: Article 1 ( Welcome to the HX Revolution The Future of Business Transformation Starts Here ) : We made the bold claim that business transformation fails without Human Experience (HX) at the center. Heres the raw truth: Leaders who avoid their shadow create cultures that avoid accountability.

Leadership 156

Leadership Culture Communication Meeting 156

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book.

Banking 143

Banking Customer Centricity Culture Communication 143

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. The quickly growing European Customer Experience Organization (ECXO), understands its diverse community on a unique level. Want to see more articles like this? ECXO understands you, fluently. Share on facebook. Share on twitter.

Culture 296

Culture Case Study Employee Experience Innovation 296

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. This vision should be aligned with the company’s overall strategy and communicated effectively to every department.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

eglobalis

APRIL 15, 2025

ABB contributed robotics use cases; Ericsson brought real-time communication tech. What It Involves Joint solution design or proof-of-concepts Shared labs, testbeds, or rapid prototyping Influence over product roadmap development IP-sharing agreements in some cases Strategic Impact Ericsson and ABB partnered on 5G-enabled smart factories.

Contact Center 279

Contact Center B2B Innovation Automotive 279

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Here are the five best from each category.

Retail 80

Retail Video Customer Confidence Culture 80

InMoment XI

MARCH 2, 2022

This article was originally posted on CustomerThink.com. Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 195

Culture Connections Company eBook 195

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. AI avoids survey bias by covering 100% of customers and addressing the tendency of survey respondents to be more positive about a company than non-respondents, which can vary by culture.

NPS 461

NPS Feedback Net Promoter Score B2C 461

ECXO

NOVEMBER 19, 2024

By leveraging this data, you can provide personalized recommendations, offers, and communications that resonate with individual customers. Personalize product recommendations, articles, or offers based on the customer’s past interactions. Dynamic Content : Implement dynamic content on your website and email campaigns.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. This vision should be aligned with the company’s overall strategy and communicated effectively to every department.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

FEBRUARY 3, 2025

In this article, well explore the differences between reactive and proactive sales, show how bad sales experiences drive customers away, and give concrete steps to build a process that creates loyal, happy customers. Communication is sporadic and often feels impersonal or transactional. By embracing a proactive sales process.

Sales 266

Sales Customer Experience e-support Examples 266

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Through open communication. Not to mention the cost savings.)

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

InMoment XI

DECEMBER 17, 2024

A CX manager will lead team meetings, communicate strategies, and move projects forward while holding everyone to a timeline (including executives). Assess Cultural Fit Your customer experience manager will be responsible for communicating across your organization, whether it be executives or associates.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

JULY 10, 2024

This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies. AI can mitigate survey biases by covering all customers and using operational data to generate insights, facilitating communication within the company.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment.

Survey 326

Survey Banking NPS Effort Score 326

InMoment XI

JULY 12, 2022

This strengthens brand connection and creates a customer-centric culture. Data is great for strengthening experiences and the bottom line, but with the right plan and structure, it can drive another factor just as if not more fundamental: an employee-centric culture. The Next Step.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

Lumoa

JANUARY 31, 2023

In This Article: Why do you need Customer Experience Management? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management? Simple as that.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

InMoment XI

OCTOBER 26, 2022

Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie). 3: Encourage a Culture of Commitment.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. They also behave and communicate in a consistently positive manner toward the company, both inside and outside. Saboteurs are active and frequently vocal detractors about the organization itself, its culture and policies, and its products and services. That’s my belief.

Company 397

Company B2C Employee Experience Culture 397

Experience Investigators by 360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. ?. Article] Use SMIRC Goals to Define Customer Experience Outcomes.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Related: [Article] Customer Experience Management Defined: How is it Different From CX? Both can be used to gain commitment from the C-Suite and can be leveraged as a way to communicate progress in an ongoing way. Better yet, ask your CEO to help lead communication around customer experience efforts in regular ways.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ECXO

OCTOBER 14, 2024

Transparency and Honesty: We maintain transparency and honesty in all customer communications, even when delivering bad news. Leadership’s commitment to customer-centricity significantly influences the organization’s culture. Let’s do better business for our customers, our people, and our planet by being more human!

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

Experience Investigators by 360Connext

APRIL 16, 2025

The following article was originally shared as an edition of The Weekly Win, my weekly email newsletter read by more than 5,000 customer experience change agents like you. Look for: Bottlenecks in communication Delays in product or service delivery Unclear next steps for customers Wherever you spot confusion or frustration, seek clarity.

How To 143

How To Leadership Policies Communication 143

BlueOcean

MARCH 24, 2025

This article will walk you through key steps for building an effective SOW: Lay the Foundation for Your Contact Center SOW Clearly Define Your KPIs Set Strong Parameters Around Forecasting Establish Reporting & Analytics Expectations Build in Big-Picture Targets with a Risk & Reward Model Keep Your SOW Evergreen: Adjust and Realign 1.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

ECXO

OCTOBER 30, 2024

Leaving aside the part of machines controlling humanity (at least for now…), the illusion of reality is a common topic in psychology, philosophy, and even science (Quantum Physics), which I have briefly explored in past articles (and will for sure discuss again in future ones). Clear and concise communication is critical.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Experience Investigators by 360Connext

DECEMBER 3, 2024

First, we unravel the secrets behind Taco Bell and KFC’s AI-driven marketing success, which not only boosts sales but also enhances personalized communication. He’s written hundreds of articles on content strategy, SEO, GA4, AI and visitor psychology. We then spotlight the burgeoning trend of transparency in technology.

Handbook 143

Handbook Social Media Retail Trends 143

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Each country has its own distinct culture, traditions, and norms, which can make it difficult to establish a unified customer experience mindset.

Culture 156

Culture Customer Experience B2B B2C 156

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Action is always necessary, as is communication, and prioritisation.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

e-support 512

e-support Innovation Customer Centricity Loyalty 512

InMoment XI

DECEMBER 16, 2021

T his article was originally published on CustomerThink. In part because of today’s greater emphasis on the emotionally-based components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Company 195

Company Communication Culture Employee Experience 195

C3Centricity

APRIL 17, 2018

An interesting article on NewMR by Ray Poynter prompted this post. And that it involves a culture change to move the organisation in this direction. If you would like to see some exciting statistics about the value of making your customers the heart of your business, then CMO.com has a great article. Being data driven.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296