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

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 454

Customer Experience Customer Journeys Case Study Innovation 454

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 293

Consumers Customer Experience Fashion Brands 293

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 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

APRIL 3, 2025

The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence. For example, for those businesses operating across Europe and beyond, identifying cultural differences in CX expectations is critical.

Culture 195

Culture Social Media Loyalty Government 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. 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

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

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 238

Leadership B2B B2C Effort Score 238

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

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 311

B2B Strategy Customer Journeys Net Promoter Score 311

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? You can read it here.

Innovation 451

Innovation e-support Culture Customer Centricity 451

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

eglobalis

APRIL 15, 2025

In telecom , B2B providers often create bespoke network packages for large enterprises combining fixed-line, mobile, IoT connectivity, and hybrid cloudwith distinct SLAs and data handling rules. Clients can modify call routing logic, agent interfaces, and integrate data sourcesall through code, not change requests.

Contact Center 279

Contact Center B2B Innovation Automotive 279

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

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 391

B2B Customer Journeys Customer Experience Chatbots 391

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

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 450

Customer Journeys Culture Leadership Effort Score 450

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

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

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

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

MARCH 31, 2025

Wondering why companies spend millions on restructuring, culture programs, and leadership trainingonly to end up right where they started. A culture of burnout, disengagement, and resistance to change. The Brain and Psychological Safety The brain is wired to seek safety, connection, and autonomy. Whats in the corporate shadow?

Leadership 156

Leadership Innovation Culture Loyalty 156

ECXO

MARCH 6, 2025

Celebrating International Womens Day International Womens Day (IWD) is a global celebration of the social, economic, cultural, and political achievements of women. Her performances on the global stage have showcased her artistic abilities while also promoting cultural unity and mutual respect through music.

Leadership 195

Leadership Culture Innovation Social Media 195

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

eglobalis

MARCH 24, 2025

If you enjoyed the read, please share it and connect or follow me on LinkedIn here ! Companies embracing this balanced approach will achieve optimal customer satisfaction and operational efficiency, securing competitive advantages while responsibly navigating AI integration. Thanks for visiting our website.

Contact Center 333

Contact Center Virtual Agent Chatbots Banking 333

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