Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging?

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

ECXO

MARCH 11, 2025

This means ensuring that every investment in CX improvement is linked to measurable business outcomes , gaining leadership buy-in , and ensuring every department contributes to a unified, customer-centric vision. If you enjoyed this read, connect with me on LinkedIn !

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. The article shows you how to connect with your customers and gather their information.

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

C3Centricity

JANUARY 3, 2022

Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year. Five Rules of Customer Observation for Greater Success.

Customer Centricity 294

Customer Centricity Customer Journeys Connections Tips 294

eglobalis

JANUARY 7, 2025

Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences. Conclusion: Transforming B2B with Design Thinking Design Thinking is not just a methodology; its a mindset that drives innovation and customer-centricity in B2B environments.

B2B 288

B2B Company Customer Journeys Innovation 288

Kerry Bodine

AUGUST 2, 2021

The folks at Proxima share a mindset that’s near and dear to my heart: transformation through customer centricity. So… how exactly does customer centricity apply to the procurement function? How customer experience leads to business outcomes like increased revenue and cost savings. The post FREE Webinar!

Customer Centricity 50

Customer Centricity Consulting Connections Customers 50

InMoment XI

DECEMBER 9, 2024

Key takeaway: Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. The goal: anticipate needs, foster emotional connections, and make every touchpoint memorable.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

ECXO

NOVEMBER 26, 2024

Join ECXO.org, the only open-access CX professional network connecting practitioners, leaders, companies and executives to shape the future of customer experience! This can be a huge asset in customer service, where issues need to be resolved quickly to maintain satisfaction. Spoiler alert—probably not.

Self Service 334

Self Service Culture Training Analytics 334

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. CEO, Chief Customer Officer, or Chief Experience Officer) who champions CX across the company. If you enjoyed this read, connect with me on LinkedIn !

Leadership 234

Leadership B2B B2C Net Promoter Score 234

ECXO

MARCH 6, 2025

CX transformation in a B2B organization means making customer-centric improvements across the entire business. 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.

B2B 339

B2B Customer Journeys How To Effort Score 339

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.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

InMoment XI

DECEMBER 3, 2024

Customer experience (CX) is emerging as a significant competitive advantage for businesses. Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. Build a basic VoC program to start surveying customers for data collection.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

eglobalis

JANUARY 28, 2025

Apart from meeting those mentioned, we also had the opportunity to connect with many leaders, authors, entrepreneurs, and investors, which made the event especially enjoyable. I also had the privilege to meet Ray Gerber , the senior advisor of the European Customer Experience Organization ( ECXO.org ) , face-to-face for the first time.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

InMoment XI

MAY 23, 2023

Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth. Keep reading for the top takeaways: 3 Key Takeaways From the Presentation: Takeaway #1: Be BOLD Set out to create a customer-obsessed culture, and get there!

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

eglobalis

AUGUST 13, 2024

By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. This approach not only enhances customer satisfaction but also drives long-term loyalty, setting Apple apart as a leader in the technology sector. Apple: Apple’s brand loyalty is legendary.

e-support 507

e-support Innovation Customer Centricity Loyalty 507

C3Centricity

NOVEMBER 26, 2024

In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey. Monzo’s commitment to customer-led innovation sets it apart in a competitive landscape.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

ECXO

OCTOBER 27, 2024

Businesses need to complement these metrics with qualitative feedback, such as customer surveys or direct conversations, to uncover deeper insights into customer satisfaction and emotional connection with the brand. Let me know your thoughts and if I missed anything, and connect with me here.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

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

MARCH 20, 2024

They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach. They placed a premium on personal connections while adapting to excel in online channels, ensuring a seamless transition for customers.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

eglobalis

OCTOBER 30, 2024

As AI technologies continue to evolve, their potential to transform both the employee and customer experience will only grow.

Employee Experience 475

Employee Experience Customer Experience Employee Engagement Telecommunications 475

ECXO

JULY 23, 2024

The Heartbeat of a Customer-Centric Organization – Part 1 I’ve split this article on leadership into two parts because, you know, attention spans these days are pretty short! It is clear that the customer is king, right? Companies are realizing the importance of leadership styles that focus on the customer.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer stories and their emotional journeys are especially powerful for connecting with leaders on a human level. Your customers are real people who seek your product or service to make their lives better or easier in some way.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

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? I’d love to hear your thoughts—feel free to connect with me at Ricardo Saltz Gulko.

Innovation 444

Innovation e-support Culture Customer Centricity 444

eglobalis

OCTOBER 14, 2024

Organizations Focused on Adding Real Value to the CX Field These organizations aim to provide real educational value to the CX market, helping professionals grow through meaningful learning experiences: Clear Action [link] Clear Action offers courses and certifications focused on customer-centric business growth.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

eglobalis

APRIL 6, 2025

In telecom, providers like Verizon and AT&T back their connectivity with SLAs and cybersecurity bundles, directly addressing client concerns about outages and data breaches. Customer Experience and Ease of Doing Business B2B buyers increasingly expect consumer-level simplicity and speed. BearingPoint (Insights), 2020.

Contact Center 272

Contact Center B2B Competitive Advantage Self Service 272

TechSee

AUGUST 10, 2023

Organizations focusing on digital transformation are enabled to deliver visual customer engagements which result in better service outcomes and improved customer satisfaction. As a solution that is natively integrated with Amazon Connect, there are no integration costs for customers to deploy.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

InMoment XI

DECEMBER 18, 2024

It enhances the customer-centric approach without adding excessive strain on agents and managers. Here are the key stages of a typical automation workflow: Data Collection and Integration The first step is to collect and connect customer data from various channels. What Are the Benefits of Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

C3Centricity

DECEMBER 10, 2024

Ultra Personalisation to Connect at a More Granular Level Ultra personalisation has evolved from a competitive advantage to an expectation. How CPG Brands Can Apply This Product Personalisation: Coca-Colas “Share a Coke” campaign swapped logos for popular names, creating a deep emotional connection.

Trends 270

Trends Consumers Strategy Case Study 270

ECXO

SEPTEMBER 30, 2023

Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. Discover the power of a customer-centric culture for sustainable business success. Learn how empathy can drive better customer relationships. Ilenia is a trailblazer in the realm of customer-centricity.

Meeting 296

Meeting Customer Centricity B2C Culture 296

eglobalis

FEBRUARY 13, 2025

Empathy has taken center stage in customer experience conversations for years, praised as the foundation for client trust and emotional connection. By embedding measurable outcomes into every customer interaction, organizations can move beyond sentiment and deliver meaningful, lasting value.

Analytics 289

Analytics Measurement Metrics Feedback 289

ECXO

OCTOBER 7, 2024

Step into the dynamic world of business where the stakes are high, and customer demands are ever-growing. As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. Empowerment lies at the core of your leadership. Keep moving for the benefit of your body and mind.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

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. Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Start with why.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

CSM Magazine

FEBRUARY 6, 2025

Leadership Development: Strong leadership training is critical, as exceptional customer service starts with effective, empathetic leaders. Networking Opportunities: Programs featuring connections with alumni in industries known for customer service (like retail, hospitality, or healthcare) can provide career advantages.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52