Experience Investigators by 360Connext

OCTOBER 17, 2023

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. Let’s get some leadership attention for what we really need. But it can’t be a priority without funding, resources, and defined outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

MAY 24, 2022

Whichever part of the customer journey you’re in charge of, you can expect the latest thought leadership to stay ahead of the curve, transcend challenges, and drive transformational change at scale. 6 Reasons to Attend APAC’s Next CX Event, XI Forum Sydney. The Most Hands-On Content in the Industry. Update from InMoment’s Global CMO.

Entertainment 370

Entertainment Case Study Conference Leadership 370

Customer Bliss

MARCH 23, 2022

Practicing Leadership Bravery by Trusting Employees. Case Study: @Netflix employees stay and thrive because they're trusted, cared for, and they are in a place that lets them work with stunning colleagues. Furthermore, in the wake of the “Great Resignation,” companies in every industry are feeling upheaval.

Case Study 139

Case Study Culture Study Company 139

TechSee

JUNE 16, 2021

Visual assistance adoption case study: European Telecom. Visual assistance adoption case study: Costa Express . It is essential for company leadership to be fully on board with driving adoption of new technology within the organization. Visual assistance adoption case study: WCTel.

ROI 251

ROI Case Study Strategy Wireless 251

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. Practical Learning Opportunities: Look for internships, case studies, and industry collaborations that prepare you for real-world challenges.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

ECXO

FEBRUARY 14, 2022

Talk with the ECXO : If your company is searching for potential organizations to Sponsor, invest, or create dynamic research, case studies and help to develop a global CX education unique program, together. That aims to impact the present and future of CX Leadership. Then let’s talk and grow together.

Culture 296

Culture Case Study Employee Experience Innovation 296

ijgolding

OCTOBER 7, 2015

CASE STUDY 1 – Weleda. CASE STUDY 2 – Old Mutual Zimbabwe. The second ‘authenticity’ case study comes from a very different part of the world – and from an industry that you may not have suspected. Zimbabwe is one of the countries I have been blessed to visit in 2015.

Case Study 120

Case Study Study Customer Experience Financial 120

ClientSuccess

JANUARY 26, 2022

Customers can become a crucial part of your outbound content strategy through customer case studies, referrals, marketing opportunities, and more. . In this article, we’ll look at the critical parts of a case study to ensure your team creates the most compelling, valuable stories to help tell – and sell – your company’s value.

Case Study 75

Case Study Study eBook Customer Journeys 75

Experience Investigators by 360Connext

OCTOBER 26, 2017

Many leadership teams only explore the buyer’s journey, not the overall customer journey. Compelling case studies about how it was used make it seem attainable. They do nod along in meetings when leadership announces the next big idea. First-hand customer stories help others internalize what needs to change.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

ECXO

DECEMBER 25, 2024

Use testimonials and case studies to showcase real-world impacts. BusinessGrowth , #CX , #Leadership , #BusinessTransformation , #LeadershipDevelopment , #TeamSuccess , #customerexperience , #h2h , #TheH2HExperiment Link to original post: Growth vs. Customer Experience: A Dilemma?

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Blueprint for customer-centricity. , D riven by core values.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Michel Falcon Experience

APRIL 3, 2019

Thanks again for your help inspiring our culture and customer experience leadership. The post Improve Your Customer Experience With Customer Journey Mapping (Case Study Included) appeared first on Michel Falcon: Entrepreneur, Advisor, Keynote Speaker. This company generated 100 new ideas to improve their customer experience.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Beyond Philosophy

SEPTEMBER 8, 2022

It also involved communicating with leadership regularly about what the team learned and needed. – A case study appeared first on CX Consulting. The key here is communication. However, communication doesn’t mean email. It meant getting out with people and working with customers. Subscribe today right here.

Case Study 97

Case Study ROI Study Customer Experience 97

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Customer Bliss

MARCH 2, 2018

If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. You’ll need a lot of resources, backing from leadership, and a willingness across the organization to commit to ideas that upend existing practices.

Chief Customer Officer 189

Chief Customer Officer Leadership Case Study Resources 189

CX Centric

JANUARY 20, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. The full book can be purchased here. Good exam results are the most sought-after achievement in almost all educational sectors in the world.

Case Study 52

Case Study Study Leadership Advertising 52

CX Centric

JANUARY 20, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. The full book can be purchased here. Good exam results are the most sought-after achievement in almost all educational sectors in the world.

Case Study 52

Case Study Study Leadership Advertising 52

C3Centricity

AUGUST 6, 2024

As before, I provide supporting data and some inspiring case studies to get you going. Companies grapple with ingrained behaviours, leadership communication gaps, and inadequate training programs. Solution : The key lies in unwavering leadership commitment and consistent, clear communication.

Strategy 156

Strategy Customer Centricity Culture Case Study 156

ECXO

MARCH 20, 2024

Leading this session is our remarkable facilitator, Emma Sutton , from Oracle, a member of the ECXO leadership team. eAAQApHd About Dr. Additionally, she collaborates with AI and CcaaS vendors to align technology solutions with the needs of businesses.

Case Study 156

Case Study Customer Centricity Leadership ROI 156

Storyminers

FEBRUARY 24, 2021

Possibly the first REAL focus on it was down to a series of case studies and articles that the Ivy League Universities showcased, demonstrating how ‘storytelling’ was something leaders ought to do in order to simplify, capture the ‘hearts’ of their teams, and also, above all, bind them towards the future the leader wants to paint.

Tools 173

Tools Management Leadership Case Study 173

Maz Iqbal

SEPTEMBER 8, 2014

Let’s assume that you are a member of the leadership team for your organisation. Hurst as recounted in his book The New Ecology of Leadership : For the pilot program we decided to measure “on time delivery” as a proxy for customer satisfaction; that is, did the customer get the steel on the day we promised it?

Customer Satisfaction 116

Customer Satisfaction Case Study Leadership Travel 116

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. Case Study. How Mark was awarded his role.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Storyminers

NOVEMBER 30, 2016

In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. When you blend great leadership with adaptive information systems, you can become structurally stronger and more flexible at the same time. You must become adaptive.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Blueprint for customer-centricity. , D riven by core values.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

Customer Bliss

AUGUST 6, 2019

#CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership. For more on this topic, be sure to read this compelling case study , featuring Lemonade Insurance.

Insurance 149

Insurance Case Study Policies Video 149

Experience Matters

SEPTEMBER 10, 2015

To make this effort smoother, Temkin Group recommends adopting an approach we call Employee-Engaging Transformation (EET), which consists of five practices: Vision Translation, Persistent Leadership, Middle Management Activation, Grassroots Mobilization, and Captivating Communications.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

ijgolding

MAY 21, 2018

If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’ ; and ‘how are we going to continue to make our purpose a reality?’; Is it poor leadership? The complete failure of those who led it to recognise that their proposition was no longer relevant to the needs and wants of consumers. Is it arrogance?

Retail 186

Retail Leadership Case Study Financial 186

CX Centric

JANUARY 20, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. The full book can be purchased here. With retailing, a lot goes under the basic definition of this subject which is the process of making a profit by selling consumer goods or services to customers through multiple channels of distribution.

Case Study 52

Case Study Retail Study Customer Experience 52

Centercode

SEPTEMBER 1, 2020

The leadership team created a beta testing program to solve that problem. Download your copy of the Caavo case study here. Ge the Caavo Case Study. Its high-end universal remotes had to communicate seamlessly with thousands of products to succeed on the market. ” Jerry Molitor, Program Manager @ Caavo.

ROI 98

ROI Case Study Roadmap Study 98

inSided

APRIL 7, 2021

With the sign-off from the leadership team, the journey to build a scalable and transparent customer feedback process began. A few years back, the need for a one-to-many customer feedback model at fast-growing event management platform Bizzabo became evident.

Case Study 52

Case Study Feedback Study Leadership 52

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Unpack an intriguing case study where a brand’s bold pricing and production strategy turns the supply chain playbook on its head, offering unique insights into consumer trust and the anticipation of demand.

Case Study 143

Case Study Leadership Customer Satisfaction Study 143

Optimove

MARCH 20, 2025

Optimove Deep-Dive Sessions: Unlocking the Platforms Full Potential Beyond thought leadership, Day 2 delivered expert-led, hands-on sessions showcasing how to maximize Optimoves platform for real-time engagement, AI-powered personalization, and seamless CRM execution.

Connections 52

Connections Gamification Marketing CRM 52

InMoment XI

APRIL 3, 2023

The case studies in the books made sense. However, it wasn’t until a couple of years ago that our leadership team asked me to lead the effort to rethink and revamp our CX program: Elevate. So at the recommendation of my supervisor, I read two books that you’re probably familiar with: The Ultimate Question 2.0 and Outside In.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

ChurnZero

MARCH 14, 2025

According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. Plus, since CS monitors renewal and expansion trends, sales leadership can make more accurate revenue forecasts. 3: CS leads to even more new customers.

Customer Success 52

Customer Success Case Study Sales Customers 52

CX University

SEPTEMBER 18, 2018

We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment. Read the USPTO Case Study > Quicken Loans.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

DCX

MARCH 23, 2025

If you read Sierra.ai’s case study, you saw how AI-powered chat can streamline support and boost efficiency. 🔗 Related research→ Case Study Ben Horowitz is not afraid Ben Horowitz doesn’t sugarcoat leadership—it’s not about easy wins or feel-good decisions.

Banking 52

Banking Case Study Chatbots Leadership 52

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Case Study: Tangerine’s Chatbot Technology Resolves 91% of Live Chat Inquiries .

Chatbots 180

Chatbots Examples Customer Service Banking 180