InMoment XI

MARCH 2, 2022

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”. So, the state of organizational culture has tremendous and undeniable influence on employee behavior.

Culture 195

Culture Connections Company eBook 195

ECXO

NOVEMBER 19, 2024

At its core, the saga teaches us about the importance of connection—both between characters and with the audience. Tailoring experiences to Johan’s needs, with personalized support, builds a deeper connection. Highlight these stories to build trust and foster community.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

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

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. See how fun it is to connect the CX dots?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

InMoment XI

APRIL 18, 2022

And, there are definite connections, or links, to how the rate of employee resignations can, and does, impact customer experiences and perceptions of value. Employers are reconsidering methods for building connections as well as performance. Diagnosing and Improving Employee Connection to Company Culture. Read Article.

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

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

InMoment XI

DECEMBER 6, 2024

Here are some of the main challenges of customer experience management outsourcing: Loss of Brand Voice : Outsourcing can sometimes lead to inconsistencies in how your brand communicates with customers, which might impact customer trust. You can examine which vendors have the best CX technology by reading reviews and third-party evaluations.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

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

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. Platforms like Slack, Microsoft Teams, or Asana allow for seamless communication, real-time collaboration, and visibility into projects across teams.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

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? Design of Work Experience , Author, Coach, and Educator. Karen is the principal of Co.-Design

Culture 156

Culture Connections Contact Center Leadership 156

InMoment XI

MAY 17, 2022

Supportive Culture Connection to Customer Experience. Employee Must Have #1: Supportive Culture. The best ‘employee support’ is what EX experts call employee commitment , wherein companies roll up their sleeves and dig deep to learn how they can better drive transparency, trust, and communication.

Trends 369

Trends Culture Connections Brands 369

ECXO

JULY 1, 2024

It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. It allows leaders and marketers to tap into universal themes and symbols that resonate deeply with people, fostering a sense of connection and shared meaning.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

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

CSM Magazine

DECEMBER 3, 2024

It’s no longer about merely resolving issues; it’s about building relationships across borders, languages, and cultures. This is where cultural intelligence (CQ) steps in—a vital competency that allows businesses to connect authentically with a global audience. What Is Cultural Intelligence?

Culture 52

Culture Customer Service Net Promoter Score Customer Satisfaction 52

eglobalis

MARCH 30, 2025

Likewise, cultural differences make survey responses inconsistent across regions; a neutral score in one country might indicate dissatisfaction in another. Over time, the need to connect dots led to centralized CX platforms.

Survey 312

Survey Banking NPS Effort Score 312

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Through open communication. Profit and growth are stimulated primarily by customer loyalty. Solicit Employee Feedback.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

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 we gather feedback.

How To 378

How To Customer Journeys Culture Training 378

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

ECXO

JUNE 23, 2024

Next, it’s essential to establish a customer-centric culture within your organization. This could mean anything from learning about your products and services to mastering the art of communication. Communication is key. Make sure your team is constantly communicating with customers, and with each other.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

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

Experience Investigators by 360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Culture is so much more than a buzzword!

Leadership 283

Leadership Culture Customer Centricity Report 283

ECXO

OCTOBER 7, 2024

As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. 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.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

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

ECXO

OCTOBER 14, 2024

Transparency and Honesty: We maintain transparency and honesty in all customer communications, even when delivering bad news. Remember, customer-centricity is not a destination but a path that leads to deeper connections, enhanced loyalty, and a thriving business ecosystem. Follow me or connect on LinkedIn : Joao Pereira.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

Experience Investigators by 360Connext

APRIL 27, 2021

Before jumping into tactics: Know what success looks like and communicate it across the organization. Make a note and then communicate these quick wins. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase. Personalize your communications.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

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. Beyond the technical aspects of communicating standards, it’s crucial to cultivate agent buy-in.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

ECXO

OCTOBER 30, 2024

By understanding the emotional and psychological aspects of their customers, businesses can create deeper connections that extend beyond mere transactions. Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 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. In the end, everything is connected. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

InMoment XI

DECEMBER 3, 2024

Activate: Key skills include communication and expertise building to ensure teams have the skills, support, and incentive to achieve CX goals. Leverage internal communications channels to convey the importance of CX across the company. Scale A solid customer-centric culture begins materializing in this stage.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Calabrio

MARCH 7, 2025

Lack of Support and Communication: Poor communication from management, inadequate support, and a lack of feedback can create a negative work environment. This ensures you attract and discover candidates who are a better fit for your call center’s culture and requirements from the get-go.

Call Center 130

Call Center How To Contact Center Gamification 130

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. We do this by creating custom learning paths for our clients, including virtual and live sessions, small group or individual coaching, and lots of communication to reinforce the topics we’re discussing. .

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

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. How does CX maturity stack up?

Culture 156

Culture Customer Experience B2B B2C 156

ECXO

JUNE 9, 2024

The same principle applies to workplace communication. When we listen actively, our brains are engaged in interpreting sounds, understanding language, processing emotions, and making connections. This can be incredibly enriching, fostering a deeper sense of connection and understanding. Chaos, right?

Customer Experience 374

Customer Experience Exercises Innovation Leadership 374

ShepHyken

OCTOBER 21, 2024

Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity. Communication technology helps ensure that employees remain connected and well-informed and can support one another in real-time.

Self Service 82

Self Service Customer Experience Banking Wait Times 82

InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. Where customer feedback can help with these responsibilities is by promoting an internal culture that puts the customer at the center.

Feedback 369

Feedback Culture eBook Customers 369

Experience Investigators by 360Connext

DECEMBER 10, 2024

But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. But how do we connect our day-to-day activities and specific investments to these benefits? Connect financial outcomes directly with feedback and actions whenever possible. Start with why.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143