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 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

JUNE 11, 2023

Speth went on to say that “to deal with those issues we need a spiritual and cultural transformation”. With a Customer Centricity governance framework (‘Value’) comes visibility, and accountability. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow. But I was wrong.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

InMoment XI

DECEMBER 3, 2024

A team can leverage the following six competencies, or customer experience management skills, to complete each stage: Lead: Key skills include strategy and governance to build, align, and sustain successful CX programs. Scale A solid customer-centric culture begins materializing in this stage.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

BlueOcean

MARCH 3, 2025

The program will dictate how frequently the company and supplier meet for business reviews (I recommend quarterly; annually at the very least) and will set the stage for expectations and governance. The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services?

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

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? This even counts for nonprofit organizations, regulated industries, and government agencies. Start with why.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. Next, it’s essential to establish a customer-centric culture within your organization.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

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

Experience Investigators by 360Connext

JULY 6, 2021

A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. Ultimately, your CX team is there to help with overall governance and prioritization for your CX efforts. The best way to do that is to share both data and stories that connect emotionally with leaders.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. trillion in assets recently said, “Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need." It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. How do you shift to a purpose-driven culture? It’s hard work changing culture. They bake environmental and social responsibility, and good governance, into every aspect of what they do.

B2B 367

B2B Brands Innovation Government 367

CX Accelerator

NOVEMBER 11, 2022

One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Customer Bliss

AUGUST 9, 2016

In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. She created a foundational document to frame the work for her agency, then aligned and united customer insights and connected it to key operational data to build and publish her strategic plan and actions.

Government 0

Government Leadership Customer Experience Effort Score 0

Up Your Service

JANUARY 3, 2019

This award-winning lifestyle is fueled by a delightful blend of friendly people, global culture, and amazing food and coffee. Australia has three levels of government; federal, state, and local. Melbourne is using technology to connect with all these people and wants to get them involved to make government services even better.

Government 65

Government Connections Social Media Policies 65

Experience Investigators by 360Connext

JANUARY 5, 2022

You helped other leaders communicate how their team goals were connected to CX success. . You were sure to communicate when the actions made an impact on the customer experience, and closed the loop inside the organization so leaders saw the connections between their actions. You set up a CX Team of cross-functional leaders.

Resources 369

Resources Customer Journeys Video Customer Experience 369

ECXO

MAY 14, 2024

This new perspective emphasizes the importance of human connections, emotions, and experiences in every transaction, whether it’s between businesses or directly with consumers. H2H fosters this connection, leading to stronger loyalty and long-term relationships. It also requires a cultural shift within your organization.

B2C 156

B2C B2B Leadership Culture 156

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. Diversity makes good business sense, but it must be paired with an inclusive culture.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

ShepHyken

JUNE 7, 2021

Word clouds can help others in the organization connect with the real language customers use again and again! The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. Here, he shares an article focused on culture. They have to overcome a reputation and work hard to train the government employees.

Customer Service 139

Customer Service Loyalty Programs Customer Journeys Customer Centricity 139

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. Build CX into the culture: build long-lasting principles oriented on customer success. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

CX Journey

JANUARY 31, 2018

Your outcomes may be customer retention, account growth, new business through referrals, culture change, etc. Develop a governance structure. As such, the governance structure is critical to the foundation of any customer experience management effort. Stand up a group of culture ambassadors. They already live the change.

CEM 164

CEM Management Government Culture 164

CX Journey

JANUARY 3, 2018

Even worse, the focus within each organizational silo is on the flavor of the day, or of the silo - whatever that silo is working on, which may or may not be connected to what the rest of the organization is focused on. It's a culture issue. Having the tools and technology in place facilitates and supports an open culture.

Customer Journeys 149

Customer Journeys Culture Government Leadership 149

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

QuestionPro Audience

FEBRUARY 15, 2018

1 – The Cultural Borders of Songs. Edelman has released the results of their annual Trust Barometer, which reports on the public’s level of trust in their government across 28 countries. China leads the pack: a staggering 84% of people trust their government officials, the highest level worldwide. By: Edelman. by 2021.

Infographics 170

Infographics Ecommerce Government Social Media 170

Experience Investigators by 360Connext

JULY 20, 2021

Is there governance around how to best approach surveys and the methods in which they’re presented to customers? Is that connected to the customer data overall? Friends don’t let friends send out bad surveys that are not tied to real action! Review how and where data is collected, used, and shared in the organization.

Customer Journeys 361

Customer Journeys Social Media Contact Center Survey 361

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. Governance tools and processes to coordinate centrally, along with the project management required to facilitate. How to invest in Customer Experience. Defining a customer experience strategy is not enough.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

CX Journey

AUGUST 26, 2014

This is where your governance structure comes into play. As such, the governance structure is critical to the foundation of any customer experience effort. Step 2: Creating the Guiding Coalition Assemble a group with enough power to lead the change effort, and encourage the group to work as a team. They go hand in hand.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Customer Bliss

SEPTEMBER 27, 2018

Strategy: connecting the dots between customer experience and increasing revenue by explaining where Genesys was, where they need to be, and how they could help customers achieve success. Lucy and her team looked at pricing and governance to see how these aspects may affect long-term contract maintenance.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Vonage

MARCH 27, 2018

Use a cross-functional, vested team to govern the program. Emotion must be part of your organization’s culture. Design emotion into the key moments of CX. Use appropriate metrics and technology for measuring the impact of emotion.

Omni-Channel 228

Omni-Channel Banking Touchpoint Customer Journeys 228

Customer Bliss

JANUARY 25, 2018

After 15 years leading digital and CX design for CitiBank, Tamar learned the importance of being customer obsessed, which includes: connecting dots for customers, servicing them properly, communicating in a consistent language internally and externally, and building relationships with the frontline and leadership. Click To Tweet.

Leadership 175

Leadership Culture Government B2B 175

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. But it doesn’t define an organization’s culture in the areas where it truly matters. Instagram worthy?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. But it doesn’t define an organization’s culture in the areas where it truly matters. Instagram worthy?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. 5. Culture. But it doesn’t define an organization’s culture in the areas where it truly matters. Instagram worthy?

Contact Center 159

Contact Center Culture Leadership Sales 159

BlueOcean

MARCH 30, 2018

The program will dictate how frequently the company and supplier meet for business reviews (I recommend quarterly; annually at the very least) and will set the stage for expectations and governance. Cultural Alignment. It’s about the people we bring to the table and the people the vendor brings to the table connecting.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

Customers That Stick

OCTOBER 2, 2014

My very first job was a part-time summer job in city government. Cultural differences have made people skills more challenging in this global environment. Still, there are breakout companies who are focusing on emotional connection to the customer and that comes out in great people skills.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

BlueOcean

APRIL 18, 2017

The program will dictate how frequently the company and supplier meet for business reviews (I recommend quarterly; annually at the very least) and will set the stage for expectations and governance. Cultural Alignment. It’s about the people we bring to the table and the people the vendor brings to the table connecting.

Contact Center 180

Contact Center Customer Journeys Hospitality Culture 180

BlueOcean

OCTOBER 8, 2021

One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture. One of the guiding principles, in fact, states that “culture + governance = execution.”. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Study 177