C3Centricity

NOVEMBER 26, 2024

Why Radical Consumer Centricity Matters As consumers become more informed, connected, and demanding, consumer-first approaches that lack depth lose their appeal. It’s about allowing the voice of the consumer to influence every area of the organization, from product design to marketing, support, and even company culture.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

InMoment XI

MARCH 29, 2022

Women of InMoment: A global employee resource group designed to support inclusion and diversity, provide the women of InMoment with opportunities to mentor and learn from one another, activate leadership skills, and connect with service and professional growth activities in the larger technology community.

Culture 370

Culture Leadership Groups Resources 370

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Building a Customer-Centric Culture Even the best CX strategy will falter if the companys culture doesnt support it.

B2B 330

B2B Customer Journeys How To Effort Score 330

ECXO

MARCH 12, 2025

Were about to take a deep dive into how Jungs theories can unlock the secret minds of consumers, transform customer experience, and help brands build deeper emotional connections. Storytelling: The Secret Sauce of Emotional Connection People dont connect with brands because of product specs. They connect because of stories.

Consumers 280

Consumers Customer Experience Fashion Brands 280

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. I would be interested to hear your thoughts, and if you’d like to connect, feel free to do so here on LinkedIn.

Customer Experience 435

Customer Experience Customer Journeys Case Study Innovation 435

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. Community Building : Create spaces where customers can connect, such as online forums, social media groups, or live events.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

MARCH 13, 2025

Cultural and ROI Challenges: Shifting a traditionally product- or sales-centric B2B culture to a customer-centric one takes strong change management. short-term wins, mid-term process improvements, long-term cultural shifts) to make progress tangible and measurable. If you enjoyed this read, connect with me on LinkedIn !

Leadership 229

Leadership B2B B2C Effort Score 229

InMoment XI

DECEMBER 9, 2024

Key takeaway: Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. Download Now Exit this form Society: Divided, Yet Connected Customers navigate a paradox: craving connection in an overstimulated, fragmented world. But wellness culture can fuel health anxiety.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

ECXO

MARCH 11, 2025

In Part 3 , we will explore how culture and employee engagement play a pivotal role in sustaining a CX transformation and how companies can build a truly customer-centric workforce. If you enjoyed this read, connect with me on LinkedIn !

B2B 306

B2B Strategy Customer Journeys Net Promoter Score 306

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

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

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’ past interactions can lead to a more connected and resilient experience.

Banking 143

Banking Customer Centricity Culture Communication 143

InMoment XI

MAY 17, 2022

Supportive Culture Connection to Customer Experience. Employee Must Have #1: Supportive Culture. They want to feel a bold, human connection to your brand. Employee Must Have #2: Connection to Customer Experience. What Do Employees Want from Their Employers? The 2022 Employee Landscape.

Trends 369

Trends Culture Connections Brands 369

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer stories and their emotional journeys are especially powerful for connecting with leaders on a human level. Use examples and their direct feedback to prove how customer experience efforts have helped them and strengthened their connection to your organization.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

Experience Investigators by 360Connext

MARCH 11, 2025

Connect with Brian on LinkedIn to follow his insights, and explore our resources at experienceinvestigators.com to support your experience journey. At VUMC, he enhanced the patient experience percentile rank and developed programs to boost workforce culture and patient engagement.

Healthcare 143

Healthcare Social Media Culture Groups 143

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

FEBRUARY 3, 2025

A prime example is the medical device giant Medtronic, which has a very sharp and well-oiled culture , but it is another topic. Samsungs Knox Matrix , a blockchain-based security solution, uses AI to create a secure environment for connected devices, ensuring data privacy and protection.

B2B 371

B2B Customer Journeys Customer Experience Chatbots 371

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 1: Organizational Culture. Element 3: Ambassadorial Behavior.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

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

eglobalis

OCTOBER 1, 2024

One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations. Foster a Culture of Open Communication Promoting open communication is key to eliminating silos.

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

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. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

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

BlueOcean

MARCH 3, 2025

The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services? As a sourcing professional, I have to ensure that our company culture is reflected in the RFP and also that the document is customized to the specific industry in which were sourcing.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

InMoment XI

DECEMBER 6, 2024

Communication Barriers : Language and cultural differences can pose challenges, especially when working with offshore providers. Check-ins will help you to stay accountable to goals, and your vendor will be able to advise you on any challenges, as well as connect you with other CX professionals in your industry.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

ECXO

JULY 16, 2024

Sleep facilitates the brain’s ability to connect disparate ideas and think outside the box. In industries where innovation is the key to staying ahead, encouraging a culture of adequate sleep can lead to groundbreaking ideas and solutions.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

ECXO

OCTOBER 14, 2024

Remember, customer-centricity is not a destination but a path that leads to deeper connections, enhanced loyalty, and a thriving business ecosystem. Leadership’s commitment to customer-centricity significantly influences the organization’s culture. Follow me or connect on LinkedIn : Joao Pereira.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

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

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

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

BlueOcean

OCTOBER 30, 2024

Concerns about transfer of knowledge, culture, and maintaining the intangibles are enough to keep many executives awake at night (will my customers be okay in the hands of a new partner?). Cultural Alignment Concerns The Concern: We know your company has worked diligently to establish a strong and distinctive brand.

Contact Center 156

Contact Center Comparison Culture Customer Service 156

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

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Determine what others in your organization need to know to really connect with the person who is your customer. Are there details in the persona that are influencing how our teams think about customers in terms of race, culture, or even region that might lead to being less inclusive than we should be? and refer to pronouns as “they.”

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

InMoment XI

AUGUST 3, 2022

The causes and effects of employee churn are complicated, but the bottom line for brands and organizations the world over is simple: employee expectations have changed, and workplace cultures’ view of the employee experience must change as well. The Rundown on Employee Experience.

Employee Experience 418

Employee Experience Brands Roadmap Culture 418

InMoment XI

AUGUST 18, 2022

Each department needs to be connected to the customer experience and work to support front-line employees. Not only will it help show how your program is helping the customer, it will also create a culture of commitment within your business and show your employees that their efforts are being successful. Action Planning.

ROI 418

ROI Customer Experience Effort Score Financial 418

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

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