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. Action Point: Include CX discussions in leadership meetings and track CX progress in business strategy updates.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

C3Centricity

JULY 20, 2020

5 Not living up to your promises: In today’s connected world, false or exaggerated promises are quickly identified and shared on social media. This post summarises my easily applied learnings that will make your leadership style more efficient and effective, no matter the industry in which you work. We should never stop learning.

Innovation 331

Innovation Leadership How To Marketing 331

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

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! Unicorns Bring a Personal Touch These rare employees know how to connect with customers on a personal level. Spoiler alert—probably not.

Self Service 334

Self Service Culture Training Analytics 334

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. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

Experience Investigators by 360Connext

OCTOBER 17, 2023

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. Let’s get some leadership attention for what we really need. This is why we have to continually connect to the business why.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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

Blake Morgan

OCTOBER 15, 2024

Known for his innovative mindset, Henrik shared fresh insights on the role of AI in leadership and customer experience. While AI can help scale services, it doesn’t replace human connection. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” ” To learn more visit www.8CXLaws.com.

Leadership 72

Leadership Self Service Airlines Travel 72

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. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand.

e-support 507

e-support Innovation Customer Centricity Loyalty 507

ECXO

MARCH 31, 2025

Wondering why companies spend millions on restructuring, culture programs, and leadership trainingonly to end up right where they started. By the end of this series, youll have a whole new perspective on business, leadership, and personal growth. Whats in it for you? Organizations, just like individuals, have a collective shadow.

Leadership 156

Leadership Innovation Culture Loyalty 156

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

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

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

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.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

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. McKinsey & Company , March 23, 2023.

Contact Center 270

Contact Center B2B Competitive Advantage Self Service 270

ECXO

MARCH 10, 2024

Together, we can create a more inclusive and equitable world for all.

Connections 374

Connections Leadership Innovation Customer Experience 374

InMoment XI

SEPTEMBER 21, 2021

For many years, experience programs have hailed numbers as a sort of holy grail, but the reality is that numbers are no substitute for genuine human connection. With that in mind, we’re going to dive into a few things to bear in mind while creating more human and more connective customer relationships!

Customer relationships 433

Customer relationships Customer Experience Net Promoter Score Effort Score 433

C3Centricity

DECEMBER 27, 2024

This strategy not only enhances consumer loyalty but also drives engagement, boosts sales, and establishes long-term market leadership. Driving Consumer Loyalty Hyper-personalization builds emotional connections with consumers by making them feel valued and understood. What Is Hyper-Personalisation?

Consumers 156

Consumers Loyalty Brands Analytics 156

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

PeopleMetrics

FEBRUARY 6, 2025

If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. AI is making VoC programs smarter, faster, and more insightful, but no algorithm, machine learning model, or predictive analytics tool will ever replace the need for leadership to act on what customers are saying.

Leadership 62

Leadership Competitive Advantage Effort Score NPS 62

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

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 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 443

Customer Journeys Culture Leadership Effort Score 443

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. Leadership Development: Strong leadership training is critical, as exceptional customer service starts with effective, empathetic leaders.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

eglobalis

SEPTEMBER 19, 2024

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. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 296

Customer Experience Leadership Innovation Roadmap 296

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

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? She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers.

Culture 156

Culture Connections Contact Center Leadership 156

ECXO

OCTOBER 7, 2024

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. By championing the customer experience, you contribute to a world where people feel valued and connected. Keep moving for the benefit of your body and mind.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Optimove

MARCH 20, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Day 2 of Optimove Connect 2025 continued the momentum with cutting-edge insights, real-world success stories, and expert-led product deep dives. Thanks to all speakers, attendees, and partners for making Optimove Connect 2025 an unforgettable event!

Connections 52

Connections Gamification Marketing CRM 52

ECXO

JULY 29, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Regular feedback loops enable regional insights to be communicated back to central leadership, allowing for strategy refinement globally and regionally.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

MAY 24, 2022

Whichever part of the customer journey you’re in charge of, you can expect the latest thought leadership to stay ahead of the curve, transcend challenges, and drive transformational change at scale. Form New Connections. 6 Reasons to Attend APAC’s Next CX Event, XI Forum Sydney. The Most Hands-On Content in the Industry.

Entertainment 370

Entertainment Case Study Conference Leadership 370

Kerry Bodine

JULY 22, 2024

I spent last Wednesday and Thursday with Michael Dila in Toronto, planning our upcoming retreats for Leadership in the Age of AI. This leadership attribute can be shown in any area of an organization at any time — not just when big technology decisions are being made. Consider that all of the airlines knew the outage was happening.

Leadership 120

Leadership Airlines Travel System 120

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . You helped other leaders communicate how their team goals were connected to CX success. .

Resources 369

Resources Customer Journeys Video Customer Experience 369

ECXO

JULY 16, 2024

Sleep facilitates the brain’s ability to connect disparate ideas and think outside the box. Leadership and Role Modeling: Leaders play a crucial role in setting the tone for workplace culture. Through her leadership, Huffington has raised awareness about the critical role of sleeping in achieving success and well-being.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

C3Centricity

JANUARY 25, 2025

As Laurie Buczek, Group Vice President, Executives Insights and Leadership Services at IDC said when launching their latest FutureScape report: Marketings future is represented by AI-fueled transformation. Source ) Their system connects predictive analytics, consumer sentiment analysis, and dynamic segmentation in real-time.

Marketing 156

Marketing Strategy How To Analytics 156

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. For the speaker, being listened to can reduce stress and anxiety.

Customer Experience 374

Customer Experience Exercises Innovation Leadership 374

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284