eglobalis

JULY 25, 2024

This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates. Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction.

Customer Experience 494

Customer Experience Customer Centricity Innovation Culture 494

ECXO

JULY 16, 2024

To deliver a better Customer Experience, stop reading this article and go to sleep! In industries where innovation is the key to staying ahead, encouraging a culture of adequate sleep can lead to groundbreaking ideas and solutions. Leadership and Role Modeling: Leaders play a crucial role in setting the tone for workplace culture.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

ECXO

APRIL 14, 2025

The HX Leader Shifting from Control to Influence Why the future of leadership starts within Catching Up: The HX Revolution in Motion If this is your first stop on the HX Revolution train, welcome aboard! And no, were not just talking about fluffy people-first posterswe mean real, structural, emotional, and cultural redesign.

Leadership 156

Leadership Culture Communication Meeting 156

ECXO

MARCH 31, 2025

Wondering why companies spend millions on restructuring, culture programs, and leadership trainingonly to end up right where they started. This is the first article in my HX Revolution series, where well explore why Human Experience (HX) is the missing piece in business transformation. Well, youre in the right place.

Leadership 156

Leadership Innovation Culture Loyalty 156

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

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Customer Bliss

JUNE 9, 2021

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. What Does Leadership Bravery Look Like?

Leadership 288

Leadership Hospitality Customer relationships Company 288

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

ECXO

MARCH 6, 2025

Article originally posted on the European Customer Experience Organization (ECXO.org) : [link] Today, we honor the strength, resilience, and achievements of women who lead, inspire, and stand for truth. We salute their leadership, determination, and commitment to building a fairer, more united world.

Leadership 195

Leadership Culture Innovation Social Media 195

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. Since customer experience is all about inclusion, diversity empathy, hyper personalization and understanding of every individual needs of employees, partners and customers and culture and CX maturity differentiation and uniqueness in each country.

Culture 296

Culture Case Study Employee Experience Innovation 296

eglobalis

OCTOBER 1, 2024

This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity. Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

InMoment XI

MAY 4, 2022

Leadership and Loyalty. Effective leadership. 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. Not to mention the cost savings.)

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

ShepHyken

APRIL 6, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Were in April, and there are still articles about top trends for 2025. Here are my top five picks from last week.

Customer Service 75

Customer Service Self Service Trends B2C 75

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. He is the grandson of the founder, Lee Byung-chul.

e-support 512

e-support Innovation Customer Centricity Loyalty 512

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

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

OCTOBER 14, 2024

Strategic Alignment and Operations Customer-Centric Metrics in Performance Evaluations: If customer satisfaction metrics are a significant part of performance evaluations across departments (not just customer service), it’s a strong indicator of a customer-centric culture. Follow me or connect on LinkedIn : Joao Pereira.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

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. Effective leadership requires leveraging real-time service data and AI to understand the customer journey and sentiment upfront.

Metrics 374

Metrics Analysis Feedback NPS 374

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. Encourage team members to share success stories and strategies to foster a culture of continuous improvement.

Sales 266

Sales Customer Experience e-support Examples 266

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?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

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. This moment calls for leadership. Subscribe today to receive insights like these weekly. They say the only thing certain about change is, well, it changes.

How To 143

How To Leadership Policies Communication 143

eglobalis

SEPTEMBER 19, 2024

This article explores the core strategies that align employee motivation with both transformational goals and CX improvements, ensuring sustainable success for businesses. 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

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

The DiJulius Group

OCTOBER 14, 2024

Read Full Article The post How To Keep The Underdog Spirit Alive In Your Culture As Your Organization Grows appeared first on The DiJulius Group. During this part-time, twelve month program, graduates were trained to design, lead, and manage the customer experience their companies deliver.

Culture 98

Culture How To Training Groups 98

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. This will make the adoption and execution of customer experience initiatives a lot smoother.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Speth went on to say that “to deal with those issues we need a spiritual and cultural transformation”. But I was wrong.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

DCX

DECEMBER 24, 2024

This year’s most-read articles were about us —our struggles, our wins, and the moments where we dared to get real about what it means to create meaningful experiences for customers. As we revisit the top 10 articles of the year, I hope they remind you of how far we’ve come and inspire you for what’s ahead.

Course 52

Course Social Media Roadmap Leadership 52

ECXO

OCTOBER 7, 2024

Your role as a CX leader is to pioneer a culture that places the customer at the heart of every decision, turning transactions into moments of delight that build unwavering loyalty. Empowerment lies at the core of your leadership. Craft a narrative where every customer feels valued, heard, and truly understood.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. 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] Is Customer Experience Worth It?

Resources 369

Resources Customer Journeys Video Customer Experience 369

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. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” This starts during the hiring process.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ECXO

AUGUST 9, 2023

This article was originally posted at [link]. This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

The DiJulius Group

FEBRUARY 8, 2022

Read Full Article. The post One of my Favorite Quotes Led me to a Leadership Epiphany on Workplace Culture appeared first on The DiJulius Group. To my three boys, at new employee orientation, and any young person that asks me for advice. The point of this quote is.

Leadership 105

Leadership Culture Groups 105

Customer Bliss

JANUARY 3, 2018

It warmed my heart to see Stephanie Thum, Customer Experience Strategy and Planning Leader, and past guest on my podcast, shout out the podcast in her great article on LinkedIn, sharing the 5 things that journalism taught her about customer experience. CX Leadership Lessons Learned. Earn the Right to Do the Work.

Leadership 188

Leadership Customer Journeys Chief Customer Officer How To 188

Lumoa

FEBRUARY 20, 2018

At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. It makes a lot easier to mobilize the company, if a customer experience metric is followed up at the leadership level, along with the other key performance indicators. Customer-centric culture should developed and supported. “

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

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