Experience Investigators by 360Connext

AUGUST 6, 2024

First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.

Entertainment 310

Entertainment Culture Consulting Connections 310

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Though on the surface this sounds plausible, and even rather convincing, a thorough examination of how employee satisfaction and engagement link to customer behavior will yield only a tenuous, assumptive and anecdotal connection. Saboteurs , the employees who are the least committed to their employer.

Company 397

Company B2C Employee Experience Culture 397

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture. Make it so and you will grow.

Culture 174

Culture Customer Service Hotels Hospitality 174

ECXO

SEPTEMBER 30, 2023

Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. Together, we’re not just celebrating CX Day, but creating a culture where exceptional experiences in both B2B and B2C as H2H are at the heart of everything we do. 03(38) Join us for an inspiring session!

Meeting 296

Meeting Customer Centricity B2C Culture 296

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree.

How To 378

How To Customer Journeys Culture Training 378

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Case Study 310

Case Study Hotels Travel Company 310

CSM Magazine

OCTOBER 29, 2024

In this article, we will explore the artistic aspects of video games, how they inspire creativity in both players and developers, and the growing cultural impact of games as an art form. This participatory culture strengthens the bond between game developers and their audience, further demonstrating the impact of games as an artistic medium.

Video 105

Video Entertainment Culture Transportation 105

AWS Machine Learning

JANUARY 22, 2025

However, when users want to search or book flights and hotels, they are connected to an agent who guides them through the process, collecting essential information while maintaining the session until completion. Create the Condition node with the following information and connect with the Query Classifier node.

Travel 132

Travel Hotels e-support Examples 132

Blake Morgan

DECEMBER 30, 2024

The hospitality industry in 2024 continues to prioritize emotional connections and guest well-being as key differentiators, with U.S. She is a customer experience futurist and author of three books on customer experience. 8CXLaws.com.

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

CX Accelerator

JANUARY 25, 2019

Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. So how can we move beyond the hypothetical, and actually make the EX / CX connection? Let's explore the metrics, processes, and culture capable of fostering both happy customers and happy employees. Not at all.

Connections 140

Connections Effort Score How To Self Service 140

Blake Morgan

NOVEMBER 19, 2024

Here are Brittany’s 7 proven strategies for creating superfans: Your Story: The Starting Point for Building Superfans Share what makes your brand unique to build emotional connections with customers. People connect with stories, not just products. She is a customer experience futurist and author of three books on customer experience.

Loyalty 69

Loyalty Strategy Leadership Connections 69

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

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

ECXO

JUNE 11, 2023

Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. A persona is an archetype of your ideal customer. How do they consume content?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Experience Investigators by 360Connext

JULY 9, 2024

Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. Before GitLab, David built and scaled the Americas Customer Success team at Cisco, managing a $2B book of business that included high/low touch, digital, and partner success.

Fashion 284

Fashion B2C Hotels Insurance 284

C3Centricity

JULY 1, 2019

In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis. Some organisations also make a habit of getting their employees to watch and listen to their customers in direct observation or connection sessions. In international work, be aware of cultural differences.

Culture 234

Culture Exercises Connections Customer Centricity 234

AWS Machine Learning

JULY 15, 2024

Today, Mixbook is the #1 rated photo book service in the US with 26 thousand five-star reviews. Mixbook aims to foster the profound connections between users and their loved ones through sharing of their stories in both physical and digital mediums. Mixbook is empowering users to share their stories with creativity and confidence.

Travel 125

Travel e-support Innovation User Experience 125

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

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Customer Bliss

JUNE 9, 2021

Airbnb takes the high road by showing employees how to embrace the coda “belong anywhere:” building its culture of “belonging.” When writing my book, Would You Do That To Your Mother? , Fred Reichheld was one of the first to connect the dots between “golden rule behavior” and business growth.

Leadership 288

Leadership Hospitality Customer relationships Company 288

Calabrio

MARCH 11, 2025

In essence, modern call center quality assurance is about creating a culture of continuous improvement, where every interaction contributes to a superior customer experience. Create ongoing feedback loopsand a culture of continuous improvement Frontline agents are hungry for feedback on their performancebut too often they arent getting it.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Calabrio

JUNE 21, 2021

Collectively, we persevered through the obstacles thrown at us, successfully evolved how we work, maintained our commitment to our culture and ultimately continued to grow as a company. . The Star Tribune award exemplifies that the decisions we made as a company were in the best interests of our employees.

Culture 246

Culture Groups Connections Engagement 246

C3Centricity

MARCH 15, 2018

The appeal of this alternative approach is confirmed by the results of SalesForce’s recent research findings reported in the “State of the Connected Consumer.” The Culture of Immediacy Drives Mobile-First Expectations. The Culture of Immediacy Drives Mobile-First Expectations. The post You’ve Got Data?

Data 312

Data Retail Analysis Analytics 312

Calabrio

MARCH 22, 2025

Supervisors also provide a connection between organizational leadership and frontline agents, ensuring that high-level goals translate into action. Hiring should elevate those candidates that are a fit for your company culture and goals.

Contact Center 130

Contact Center Management Strategy Call Center 130

Blake Morgan

NOVEMBER 12, 2024

The brand has leveraged creativity, technology, and value to enhance customer experience in a way that resonates with today’s digitally connected and convenience-driven audience. This approach ensures the brand remains culturally relevant and engaging. Partnerships with cultural icons further amplify its bold, fun brand image.

Strategy 65

Strategy Marketing Customer Experience Social Media 65

Blake Morgan

OCTOBER 22, 2024

                                                                                Customer experience and employee experience are deeply connected, and without strong employee experience, brands struggle to deliver memorable customer interactions. 8CXLaws.com.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

Experience Investigators by 360Connext

AUGUST 20, 2024

After a while, it’s easy for Sam to think a culture focused on customer experience was an aspirational idea at best. CX is a true part of the culture of the organization, and it’s a business strategy to achieve organizational success for everyone. Those early onboarding experiences are pushed further and further from reality.

How To 282

How To Customer Journeys Customer Centricity Training 282

ShepHyken

JANUARY 7, 2025

Since writing that book, a number of other books on convenience have been published. A Company Culture of Good with Chad Jensen : What is TCC? How to Build a Culture that Employees and Clients Love with Terry Turner : If you want a better customer experience, start with the employee experience. Avrins is one of the best.

Retail 82

Retail Video Customer Confidence Culture 82

Experience Investigators by 360Connext

MAY 19, 2020

Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? Understand those key, critical touchpoints. Click To Tweet.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

Calabrio

MARCH 7, 2025

This ensures you attract and discover candidates who are a better fit for your call center’s culture and requirements from the get-go. Stay Connected and in Communication If youre unaware of which stressors are weighing down your team, its best to ask. Book a free Calabrio demo today. Equip and engage agents from day one.

Call Center 130

Call Center How To Contact Center Gamification 130

Calabrio

APRIL 11, 2025

” Connecting training goals directly to business and agent performance KPIs not only makes it easier to demonstrate the program’s value but helps you measureand improveits effectiveness over time. The stakes have never been higher. Recent estimates suggest that a staggering $3.8

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

C3Centricity

OCTOBER 7, 2020

In the book Spreading the Word , Tom Brown defined brand commitment as: “An enduring desire to maintain a relationship with a specific entity.”. Since Zappos talks so openly about their culture and also shows the value of it by becoming incredibly successful, many other companies have strived to follow their example.

Marketing 288

Marketing NPS Net Promoter Score Effort Score 288

Vonage

OCTOBER 2, 2017

Social media is changing the definition of what’s “fast” We’re each connected to an instant feed of live updates, breaking news and messages. This is a device that’s always on and always connected. But even the average consumer is connected to at least 150 people on Facebook and to around 140 people on Twitter.

Customer Expectations 435

Customer Expectations Omni-Channel Trends Self Service 435

Vonage

AUGUST 30, 2017

We’re each connected to an instant feed of live updates, breaking news and messages. The “always on” culture means customers expect 24/7 service (or as close as possible). We live in an age where virtually everyone has a smartphone in their pockets, connecting them to just about every aspect of their lives.

Customer Expectations 217

Customer Expectations Trends Omni-Channel Self Service 217

Experience Investigators by 360Connext

MARCH 19, 2024

We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart.

Policies 200

Policies Roadmap Culture Leadership 200

Blake Morgan

DECEMBER 3, 2024

In this episode of The Modern Customer Podcast , Karen Dillon, New York Times bestselling author and former editor of Harvard Business Review , offers insights from her book The Microstress Effect and explores how microstress impacts leaders, teams, and customers—while providing actionable strategies to address it. 8CXLaws.com.

Leadership 59

Leadership Customer Experience Management Strategy 59