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

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

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 283

Leadership Culture Customer Centricity Report 283

Experience Investigators by 360Connext

OCTOBER 11, 2024

Making the Case for Customer Experience Beyond Customer Service to Leaders Prioritizing customer experience as an organizational mindset requires buy-in from the leadership. 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

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.”

Culture 313

Culture Sports Employee Engagement Leadership 313

Customer Bliss

JUNE 9, 2021

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. What Does Leadership Bravery Look Like?

Leadership 288

Leadership Hospitality Customer relationships Company 288

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 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 227

Leadership Culture Customer Centricity Report 227

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you.

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 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

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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. Leadership and Loyalty. Effective leadership. Profit and growth are stimulated primarily by customer loyalty.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

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 and is a luminary in organizational excellence.

Culture 156

Culture Connections Contact Center Leadership 156

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. 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.

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

InMoment XI

APRIL 18, 2022

If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need. And, there are definite connections, or links, to how the rate of employee resignations can, and does, impact customer experiences and perceptions of value. Read Article.

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. Will it increase their satisfaction or decrease it?”

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

InMoment XI

DECEMBER 3, 2024

Organizations can progress from this stage by first achieving leadership buy-in. Initiate The leadership starts approving key activities as it realizes the value of customer experience management. The team is responsible for evolving the VoC program, sharing insights with leadership, and mapping customer journeys.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

eglobalis

AUGUST 13, 2024

Here, we provide an overview of their corporate structures, leadership, and financial performance. Under his leadership, Samsung continues to innovate and expand its global footprint. Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional.

e-support 497

e-support Innovation Customer Centricity Loyalty 497

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

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

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 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

Blake Morgan

DECEMBER 3, 2024

                                                                                  Stress isn’t just a personal challenge—it’s a hidden force that silently impacts leadership effectiveness and customer experience. ” To learn more visit www.8CXLaws.com.

Leadership 59

Leadership Customer Experience Management Strategy 59

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? The customer journey map was used as a culture and leadership uniting tool. I would have advised leadership to get things done on a basic blocking and tackling. About Sami Nuwar: “I connect dots for a living.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

eglobalis

SEPTEMBER 19, 2024

Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals. When employees are connected to the broader vision, they are more likely to invest emotionally in both the company’s success and the customer experience.

Customer Experience 287

Customer Experience Leadership Innovation Roadmap 287

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

ECXO

JUNE 23, 2024

Next, it’s essential to establish a customer-centric culture within your organization. This engagement can lead to stronger customer relationships and a deeper connection with your brand. It should be a company-wide culture. Leadership Commitment: Leadership plays a vital role in developing a customer-centric culture.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. Your people have an emotional connection. So, CARE BIG!

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. This will make the adoption and execution of customer experience initiatives a lot smoother.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

JUNE 11, 2023

Speth went on to say that “to deal with those issues we need a spiritual and cultural transformation”. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage. But I was wrong. The top environmental problems are selfishness, greed, and apathy.”

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

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

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

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

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. Culture Customer Engagement Customer Experience Featured employee engagement Entrepreneurship leadership linkedin' . “Sometimes it’s ok to be #2… Don’t worry about the big guys. Worry about your guys.”

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Customer Bliss

FEBRUARY 26, 2020

Here is one of my favorite stories about a company who takes the time to really know about the people who might join their team, learn if they jive culturally, and probe to hire people with “light behind their eyes” and empathy in who they are as people. They won’t sacrifice their culture for growth, Crosby says.

Case Study 258

Case Study Study Company Culture 258

Experience Investigators by 360Connext

MARCH 18, 2025

Customer support leaders are often trapped in a cycle of “number narration” – reporting metrics without connecting them to organizational value.

Effort Score 143

Effort Score Metrics Leadership Customer Satisfaction 143

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation. Embedding a client focus starts with your culture.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296