Experience Investigators by 360Connext

NOVEMBER 5, 2024

A sought-after speaker and consultant, she’s spent more than 25 years developing the field and practice of persuasive message design, with a particular focus on the principles and processes that build buy-in that lasts.

Banking 143

Banking Customer Centricity Culture Communication 143

eglobalis

DECEMBER 4, 2024

Example: IBM combines AI insights from Watson with its global consulting teams to deliver tailored solutions for clients. Watson provides the data, but IBMs consultants interpret and implement it based on nuanced customer requirements.

B2B 414

B2B Culture Government Innovation 414

Experience Investigators by 360Connext

JANUARY 5, 2021

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

CX University

OCTOBER 31, 2024

CX University, a leader in Customer Experience (CX) training, is excited to announce the launch of its Customer Experience Specialist (CXS) program in Spanish, developed in collaboration with renowned CX expert Mauricio Alanís.

Net Promoter Score 97

Net Promoter Score Customer Experience Customer Centricity NPS 97

eglobalis

MARCH 30, 2025

The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. The Limitations of Traditional Customer Surveys For decades, companies have relied on periodic surveys like NPS and CSAT to gauge customer satisfaction and loyalty.

Survey 312

Survey Banking NPS Effort Score 312

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. The impact it has on your PS and consulting, and on any client interaction, is considerable.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Experience Investigators by 360Connext

DECEMBER 29, 2014

5 Customer Convenience Considerations (Before You Change Anything!). Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? 13 Tough Questions to Skyrocket Customer Experience Improvement. What Does it Take to Be a Customer Focused Organization?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Experience Investigators by 360Connext

JANUARY 14, 2025

Together, we’ll explore how understanding your customer experience landscape and crafting clear mission statements can align your strategies with organizational objectives.

Consulting 143

Consulting Customer Journeys Innovation Strategy 143

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Experience Investigators by 360Connext

NOVEMBER 24, 2014

After all, your competitors could introduce the very offering which woos your customers away! But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. Sometimes it’s ok to be #2 if your legions of customers are raving fans for you.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

NOVEMBER 20, 2018

Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls. Both solutions have a dramatic impact on the customer experience, improving support processes and lowering costs across the board.

Innovation 153

Innovation Technology Self Service Call Center 153

ijgolding

APRIL 9, 2020

A tool that integrates with your CRM in order to follow through on every single insight and align them to business metrics while validating the conclusions with real customer feedback – how is that for innovation? It is an all-in-one platform empowering brands to deliver the ultimate experience to their customers. Eytan Hattem.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Experience Investigators by 360Connext

OCTOBER 17, 2018

We aim for an exceptional “journey” for our customers but are only referring to marketing. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Is that odd? Probably, but I’m doing it anyway! My 3 buzzwords: Engagement.

Leadership 227

Leadership Culture Customer Centricity Report 227

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

Customer Focused 110

Customer Focused Innovation Customer Journeys Customer Centricity 110

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme. Apple Inc.,

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. In addition, Thompson is a popular keynote speaker, blogger, and the author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

AWS Machine Learning

DECEMBER 23, 2024

About the Authors Alex Buckhurst is a Senior Amazon Connect consultant at Amazon Web Services with a focus on innovation and building customer-centric designs. Kai Loreck is a Senior professional services Amazon Connect consultant. He works on designing and implementing scalable customer experience solutions.

Virtual Agent 107

Virtual Agent Self Service Travel Connections 107

Experience Investigators by 360Connext

AUGUST 6, 2024

Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers?

Entertainment 310

Entertainment Culture Consulting Connections 310

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. Customer experience projects are great, as long as they are part of a bigger organizational mission.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Lumoa

JANUARY 9, 2018

Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Much of the improvement has been driven by advancements in product innovation and digital technology. With rising customer expectations, good service is no longer good enough.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Experience Investigators by 360Connext

OCTOBER 1, 2014

Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Why "Out of Order" Isn''t Out of Bounds To Customers - Customer Experience Consulting.

e-support 274

e-support Social Media Consulting Customers 274

InMoment XI

NOVEMBER 26, 2024

When building your customer journey map, it is important to follow the right steps to produce the most accurate and effective map for your organization. Sharing results reinforces the value of journey mapping and motivates continued investment in customer experience initiatives.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

C3Centricity

JUNE 2, 2021

It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. Look at ERP (Enterprise Resource Planning) systems that can cost millions upfront over the first few years with consultants and implementation. I have been privy to many research and consulting proposals.

B2B 334

B2B B2C Brands Consumers 334

InMoment XI

MAY 17, 2024

In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed. Personalisation has become paramount, necessitating a move towards customer-centric, predictive machine learning.

Loyalty 195

Loyalty Brands Net Promoter Score Omni-Channel 195

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Colin Shaw.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Experience Investigators by 360Connext

JANUARY 7, 2025

Define the CX Strategy elements we explored above, including a customer-centric vision statement and measurable CX goals. Why are you starting on this journey of customer experience? What do you believe it will do for your business outcomes and customers?

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Blake Morgan

OCTOBER 29, 2024

Michele Crocker, a seasoned expert in digital customer experience and contact center consulting, knows this all too well. By contrast, C-players in leadership roles can stagnate an organization, holding back innovation and progress. Burnout isn’t caused by difficult customers but by inefficient processes and poor leadership.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

ijgolding

AUGUST 9, 2016

I am incredibly fortunate to come in to contact with – and be exposed to – a whole wealth of brilliant people who are constantly creating new, innovative ways of influencing organisations to focus on the customer. Many of these organizations include highly customer centric companies like Amazon, Google, Virgin and Apple.

Culture 120

Culture Customer Centricity Innovation Measurement 120

Beyond Philosophy

MARCH 19, 2019

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. What Do We Mean by Innovative Service?

Innovation 135

Innovation Customer Centricity NPS Loyalty 135

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. The company’s leadership needs to be aligned with its customer experience goals.

Customer Centricity 122

Customer Centricity Culture Exercises Leadership 122

Experience Investigators by 360Connext

JUNE 1, 2017

So many organizations are diligent about surveying customers with the Net Promoter Score famous (or infamous, depending on your outlook) 1-question: Would you recommend our company? NPS reports are almost commonplace among those enlightened organizations who began adopting customer-centric ideas a decade ago or more.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Customer Guru

JANUARY 3, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 83

Consulting Customer Service Customer Centricity Transportation 83

ECXO

APRIL 14, 2023

In her role, Emma focuses on helping organizations understand how they transform their business and find creative and innovative solutions to help them move closer to their customers. Carlos, is a passionate customer-centric leader with love for data and innovation. Carlos del Corral, CEO at Lumoa.

B2B 156

B2B Engagement Consulting Culture 156

Second to None

JULY 25, 2019

For smaller companies, flexibility allows for innovation and constant readjustment to align with changing customer expectations. it is essential to keep your finger on the pulse on the issues that your customers face and the expectations that they hold. The post Innovation in Customer Effort appeared first on Second To None.

Innovation 80

Innovation Effort Score Travel Transportation 80

CX University

JANUARY 2, 2025

If your competitors adapt faster to meet customer demands, you risk falling behind or being overstretched to keep up. Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation.

Customer Journeys 52

Customer Journeys Customer Centricity Culture Innovation 52