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. About Brian Carlson: Brian Carlson has over 20 years of experience in large academic health systems and private group practices.

Healthcare 143

Healthcare Social Media Culture Groups 143

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

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand. Customer stories and their emotional journeys are especially powerful for connecting with leaders on a human level.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

eglobalis

MARCH 24, 2025

If you enjoyed the read, please share it and connect or follow me on LinkedIn here ! link] Boston Consulting Group How AI Agents Are Opening the Golden Era of Customer Experience. Thanks for visiting our website. Sources: McKinsey & Company Gen AI in customer care: Early successes and challenges.

Contact Center 313

Contact Center Virtual Agent Chatbots Banking 313

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

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. The customer journey map was used as a culture and leadership uniting tool. What did they value?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

eglobalis

JANUARY 7, 2025

Methods : Usability testing, A/B testing, focus groups, and live simulations. Lets connect, and share your insights! Connect or follow me here: Ricardo Saltz Gulko Happy Belated Christmas, a Merry Hanukkah, and a Marvelous 2025! Test: Validating Solutions Testing involves presenting prototypes to users to gather feedback.

B2B 277

B2B Company Customer Journeys Innovation 277

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.

Company 397

Company B2C Employee Experience Culture 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 432

Customer Journeys Culture Leadership Effort Score 432

eglobalis

AUGUST 13, 2024

The company’s structure is vast and complex, divided into numerous groups and subsidiaries that operate in various industries, including electronics, shipbuilding, construction, and insurance. At the helm of Samsung Electronics, the most well-known and profitable division, is Samsung Group, which oversees multiple business units.

e-support 497

e-support Innovation Customer Centricity Loyalty 497

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. It visualizes the connections between the front-stage (customer-facing) and back-stage (internal processes). You can even share it with existing loyal customers.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

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

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

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. You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

C3Centricity

JULY 1, 2019

They then (hopefully) invite relevant employees from marketing, sales, packaging, communications or R&D to watch the interviews or group discussions. Have you ever gone to watch a focus group only to discover that the research confirms your hypotheses? What is appropriate in one culture may be offensive or irrelevant in another.

Culture 234

Culture Exercises Connections Customer Centricity 234

ECXO

DECEMBER 25, 2024

To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Foster a culture where employees feel valued and motivated to deliver exceptional service. Build a Community Around Your Brand What to Do: Foster customer communities through forums, social media groups, or exclusive events.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

AUGUST 19, 2024

Include Control Groups : Use control groups to provide a baseline for comparison, ensuring accurate measurement of changes. Test Global Programs Locally : Test global CX programs in key markets to ensure cultural and regional fit. Challenges in CX Experimentation All pictures generated with DALL-E are copyrighted by ECXO.

Customer Journeys 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

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. This can be done in a variety of ways.

Feedback 369

Feedback Culture eBook Customers 369

Comm100

FEBRUARY 19, 2021

Empathy creates a personalized and emotional connection. Technology has made it easier for us to navigate through our busy lives, but it also erodes the fundamental element of human connections”, John Di Julius, Chief Revolution Officer at The DiJuluis Group, explains. It’s empathy that will get customers to come back.”.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Comm100

SEPTEMBER 27, 2018

They want to connect with the business on a more emotional level and develop trust by getting reassurance from someone within the company. Plan for one on one coaching sessions – While group sessions can save on time, one on one sessions are more likely to produce results. Set goals for each coaching session. Download Free.

Culture 164

Culture How To Tips Training 164

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 9, 2024

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. Inclusive Culture: An organization that values listening is more likely to be inclusive.

Customer Experience 374

Customer Experience Exercises Innovation Leadership 374

AWS Machine Learning

JANUARY 12, 2023

This is guest post by Andy Whittle, Principal Platform Engineer – Application & Reliability Frameworks at The Very Group. At The Very Group , which operates digital retailer Very, security is a top priority in handling data for millions of customers. The adoption of Logstash was initially done seamlessly. text(logData).build();

Groups 127

Groups Data Policies Retail 127

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

Experience Investigators by 360Connext

OCTOBER 16, 2014

The world is incredibly diverse, small, connected and transparent. Underscoring cultural or contextual stereotypes and not even realizing it. Are different groups represented? Consider the -isms and -ia that might be alive and well within your culture. Language, culture and community are nuanced and living organisms.

Social Media 259

Social Media Culture Consulting Communication 259

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

Calabrio

JUNE 21, 2021

Collectively, we persevered through the obstacles thrown at us, successfully evolved how we work, maintained our commitment to our culture and ultimately continued to grow as a company. . The Star Tribune award exemplifies that the decisions we made as a company were in the best interests of our employees.

Culture 246

Culture Groups Connections Engagement 246

Customer Bliss

AUGUST 30, 2021

Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you. High tech without a human connection may make interactions more efficient, but it’s important to know when to blend humanity and caring into customer experiences.

Case Study 310

Case Study Hotels Travel Company 310

eglobalis

JANUARY 28, 2025

This event also marked the 15-16th anniversary of Paul’s and Brent’s groundbreaking CRM Playaz program (vlogcast) , a milestone worth celebrating with an amazing group of high achievers, executives, thought leaders, and great companies such as Oracle, Salesforce, and Zoho CRM, Zoom , among others.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

GetFeedback

DECEMBER 21, 2018

Temkin Group ). Temkin Group ). 31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( Temkin Group ). So the more work you put into understanding and connecting to your customers, the greater your shared success will be.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ECXO

JUNE 11, 2023

Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. A persona is an archetype of your ideal customer. How do they consume content?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ShepHyken

SEPTEMBER 14, 2022

A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. Their vision and plan must provide clarity, keep employees focused and defend the culture if anyone or any group of people go out of alignment with the vision.

Culture 110

Culture Customer Service Poor Customer Service Leadership 110

Experience Investigators by 360Connext

AUGUST 20, 2024

After a while, it’s easy for Sam to think a culture focused on customer experience was an aspirational idea at best. CX is a true part of the culture of the organization, and it’s a business strategy to achieve organizational success for everyone. Work with departmental leaders to zero in on what’s needed for each group.

How To 282

How To Customer Journeys Customer Centricity Training 282

BlueOcean

DECEMBER 2, 2024

Today, what matters most is the cultural fit. Those results showed in our customer satisfaction scores and the ranking of our property relative to others in the Best Western group. I used to rely heavily on someone’s résumé and previous experience to decide if they’d be good for the role. Empathy is key. Put yourself in their shoes.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

Lumoa

FEBRUARY 9, 2023

Both groups of technologies can be utilized to make analytics more actionable. 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. With AI, you can get answers to most of your “why” questions.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105