Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. This means communicating often and earnestly. Communicate that pride often!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

eglobalis

NOVEMBER 3, 2024

While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies. This process begins with an introspective analysis to uncover the core values, strengths, and distinct qualities that define the company.

B2B 442

B2B Culture Innovation Loyalty 442

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. The post A true global CX organization needs to speak and understand cultures, languages and differences.

Culture 296

Culture Case Study Employee Experience Innovation 296

Experience Investigators by 360Connext

JUNE 11, 2024

Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

Communication 229

Communication Meeting Resources Connections 229

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Building a genuinely customer-first culture means driving every decision, process, and strategy with the customer’s needs and values at the forefront. Source: Edelman.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Companies like Oracle, SAP, Amazon, Samsung, and NTT use VOC to refine their products and services.

Strategy 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. Companies like Apple, Hulu, and Pandora excel in leveraging data analytics to enhance user experiences and personalize offerings.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

APRIL 18, 2022

The Key Post-Pandemic EX Holy Grail for All Companies: We’re Now in the Era of Required Employee Commitment and Linkage to CX. The employee landscape is undergoing dramatic and rapid change, with a heightened emphasis on emotional drivers and connection to the employer’s culture. Connect Employees to Customer Culture.

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

InMoment XI

DECEMBER 16, 2021

However, today more is needed of employees: Namely, proven direct causation, the specific defined linkage, and intersection, of employee thinking and behavior to customer brand/company loyalty and advocacy in the marketplace. That brand promise has to be delivered for customers every time they interact with the company.

Company 195

Company Communication Culture Employee Experience 195

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities. The result?

Customer Journeys 337

Customer Journeys Culture Leadership Innovation 337

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! From the company’s perspective, customer success is a strategic asset.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

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. Think about the knowledge and experience the company held onto by keeping those employees.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

InMoment XI

MAY 17, 2022

Supportive Culture Connection to Customer Experience. Employee Must Have #1: Supportive Culture. It may sound like a no-brainer to have an employee-supporting culture in place at your organization, but if the amount of employee churn going on right now is any indication, far fewer brands have that scheme in place than you might think.

Trends 369

Trends Culture Connections Brands 369

ECXO

JULY 1, 2024

It’s all about creating that deep, emotional connection that turns regular customers into passionate brand ambassadors and transforms ordinary brands into true cultural icons! Exploration of Archetypes: Jung identified several universal archetypes that are shared across cultures and time.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

ECXO

JUNE 11, 2024

By tailoring learning experiences to individual needs and career aspirations, AI fosters a culture of continuous improvement and skill acquisition. Sentiment analysis tools that gauge employee morale through various communication channels enable HR to proactively address issues, thereby preventing potential burnout and disengagement.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Lumoa

JANUARY 31, 2023

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Customer experience refers to how customers perceive their interactions with your company. Can you say the same about your company? Eliminate company silos 1. How do you stand in that competition?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

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

InMoment XI

APRIL 19, 2022

Tool #1: Leverage Company Mental Health Resources. Over the course of the COVID-19 pandemic, companies realized that they needed to provide mental health resources (such as tele-therapy) for their employees as they navigated “unprecedented times.” These resources can be communicated via the same method we mentioned in tool number one.

Resources 370

Resources Exercises Culture Tools 370

InMoment XI

OCTOBER 26, 2022

Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: When you break down those silos and create channels of communication across departments, your business will see more success in the areas that matter most! 3: Encourage a Culture of Commitment.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

ECXO

JULY 10, 2024

Companies like Toyota and Samsung in Asian markets have found that while NPS gives a quick snapshot, it doesn’t delve deeply into changing customer expectations and perceptions. Companies like Unilever and Siemens use NPS to assess consumer sentiment and identify product improvement areas.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

JULY 2, 2024

Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time. Siemens and Unilever, like all the companies I know, use several metrics, data analytics, and KPIs to drive conclusions.

NPS 373

NPS Feedback Net Promoter Score B2C 373

InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement.

Apparel 372

Apparel Employee Engagement Employee Experience NPS 372

InMoment XI

MAY 1, 2023

The term “organizational silos” refers to the condition in which different teams or departments within a company operate in complete isolation from one another. We’ll also provide practical tips and strategies for bridging these silos and fostering a customer-centric culture within your business. What Are Organizational Silos?

Company 195

Company How To Culture Touchpoint 195

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 Culture 295

InMoment XI

OCTOBER 20, 2022

We heard from award-winning CX speakers from some of Europe’s biggest brands—TRUMPF, ASOS, Brakes, Primark, Solus, BD Medical, NatWest and Euro Car Parts, as well as thought-provoking keynotes from InMoment Global Leader, CMO Kristi Knight, and Stan Swinford, CEO and Founder of NPSx by Bain & Company.

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

Lumoa

FEBRUARY 20, 2018

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Customer experience refers to how customers perceive the interactions with your company. Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

eglobalis

DECEMBER 11, 2024

Drawing insights from reliable sources, including past articles on eGlobalis.com, this article delves into the benefits of experimentation for CX programs , covering multiple areas such as omnichannel services, technology, cultural adaptation and design. Service Personalization Personalization is key to delivering exceptional CX.

Customer Journeys 213

Customer Journeys Effort Score Omni-Channel Social Media 213

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. These are all challenges.

Culture 156

Culture Customer Experience B2B B2C 156

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Fast Company, Fortune, Thrive Global, and MarketWatch. Karen is the principal of Co.-Design

Culture 156

Culture Connections Contact Center Leadership 156

eglobalis

SEPTEMBER 16, 2024

At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 297

B2B Strategy Customer Experience Customer Journeys 297

ECXO

APRIL 18, 2024

The key digital conversations skills your customer service need (case examples) • What companies are doing to spread customer culture in any department (case examples) • How to leverage ‘The Power of Digital Conversations’ in your organization Bio: Paolo Fabrizio – Digital Customer Service Consultant, Trainer, Speaker.

Insurance 334

Insurance Consulting Travel B2B 334

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What does this say about that company? What about the way the company treats its customers? Is that a job you’d likely remain for the long haul?

Tips 296

Tips Culture Exercises Feedback 296

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. In today’s world of abundant choices, the role of a CX leader is pivotal in shaping a company’s perception and success.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

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

InMoment XI

MARCH 30, 2022

Today’s most successful companies can and do, utilize internal and external data to enhance workforce strategy through better planning. Gather: All data sources (surveys, reviews, messages, emails, chat threads, and other communication) can form a single stream.

Data 368

Data Analytics Insurance Analysis 368