Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Horizon CX

JUNE 5, 2023

Lack of Customer-Centric Culture: Organizations that fail to foster a customer-centric culture are more likely to experience a perception gap. Empower Employees: Creating a customer-centric culture requires empowering employees at all levels. This inward focus can cloud their perception of what customers truly value.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

Horizon CX

JUNE 27, 2023

Customer-Centric Culture: Cultivate a customer-centric culture that values exceptional service delivery and reinforces the importance of aligning with the brand promise. The promises made through marketing campaigns must be delivered consistently throughout the customer journey.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

Horizon CX

JULY 2, 2020

According to Wikipedia, “Microaggression is a term used for brief and commonplace daily verbal, behavioral, or environmental indignities, whether intentional or unintentional, that communicate hostile, derogatory, or negative prejudicial slights and insults toward any group, particularly culturally marginalized groups.

Culture 130

Culture Groups Comparison Communication 130

Horizon CX

JUNE 2, 2020

Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” What he meant was that if you do not have the right culture and commitment in place, the strategy won’t matter. Personality and soft skills are critical to any organizational culture fit.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Horizon CX

OCTOBER 3, 2020

Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. Building a CX Strategy.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Horizon CX

SEPTEMBER 10, 2020

and employees is a cultural commitment. Once the commitment to CX is instituted, the appointed CX leader must persevere, working to establish cultural customer-focused norms, while encountering obstacles, like sales’ objections to survey results or manufacturing’s dismissal of quality ratings.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Horizon CX

FEBRUARY 26, 2019

Commitment to a Customer-Driven Culture and Strategy. You must be committed to driving customer knowledge deep into the fabric of the company’s culture. He then goes on to share his 10 commitments CEO’s must make if they want customer experience to materialize into positive business results. Commitment to Customer Experience Ownership.

Metrics 100

Metrics Customer Centricity Culture Leadership 100

Horizon CX

NOVEMBER 9, 2023

Furthermore, leaders must foster a culture of empathy and understanding within their organizations. Investment in training, mentorship, and continuous learning programs can empower employees, equipping them with the skills and confidence needed to navigate diverse customer interactions successfully.

Leadership 130

Leadership Training Loyalty Customer Centricity 130

Horizon CX

MARCH 19, 2022

Therefore, it’s incumbent upon organizations to get the AI technology right first and unfortunately what is often overlooked in the application of the technology is the cultural aspect—the people side of the equation—and how it integrates within the technology. Small wonder then that the ROI of AI is only being reported by 10% of businesses.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Horizon CX

DECEMBER 19, 2018

This begins by hiring the right people that fit a customer-focused culture. One organization that not only defines their desired customer experience but also delivers upon it is Chick-fil-A. Their mission is to create and develop Chick-fil-A ambassadors and raving fans.

Customer Experience 140

Customer Experience Innovation Customers Culture 140

Horizon CX

NOVEMBER 7, 2019

I would like to believe that we are not, as a culture here in the USA, heading down the path of further degradation of the English language. How could we as a culture ever degrade into this level of conversational idiocy and feel that it passes for normal. Follow me downstairs and I’ll show you what we <expletive> have.

Social Media 113

Social Media Culture Retail Tips 113

Horizon CX

MARCH 25, 2019

CX leaders worth their salt are steadfast in cultivating customer-centric practices and a culture that puts the customer first. However, being the leaders that they are, they also know that mistakes reflect training and culture. They do not shy away from putting their foot down on mistakes and shortcomings that put CX in jeopardy.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

Horizon CX

FEBRUARY 7, 2024

AI algorithms may struggle to interpret nuanced language, emotions, or cultural nuances, leading to misinterpretations or inappropriate responses. Artificial intelligence (AI) and machine learning have revolutionized CX by enabling automation, predictive analytics, and personalized recommendations. However, AI has its limitations.

Self Service 130

Self Service Loyalty Customer Service Representative Omni-Channel 130

Horizon CX

APRIL 4, 2019

Leaders must be open to critically evaluating everything about their companies, including command structure and culture. But sometimes, even if a company’s culture isn’t broken, it still needs to be fixed for the company to move forward. This can be tough, especially if the company has enjoyed a good ride.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Horizon CX

JANUARY 2, 2024

It fosters a culture of transparency and professionalism, enhancing the overall communication experience. Professional Communication In the business world, the importance of closing the loop is magnified. Acknowledgment as a Two-way Street Closing the loop is not a one-sided endeavor. It is a two-way street where both parties benefit.

Metrics 130

Metrics Survey Communication Effort Score 130

Horizon CX

FEBRUARY 22, 2018

This last point is more relevant than ever as we struggle to retain that integral factor in our fast-paced, smartphone-addicted, multitask-driven culture. It establishes a rapport and initiates trust, the cornerstone of every business relationship.

B2C 100

B2C Customer Service Representative B2B Interaction 100

Horizon CX

DECEMBER 21, 2021

Having just decided to move away from a city to a rural town has enlightened me to the community and culture around me where neighbors are welcoming and helpful to one another and where my artistic passions may just have found renewal.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Horizon CX

DECEMBER 27, 2019

Its demonstrated value as a linked predictor of business outcomes falls short due to typical roadblocks, including organizational culture, leadership support and prioritization, and the lack of understanding that the CX discipline is a long-term process requiring investment, time, and patience. 14% had never used NPS at all.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Horizon CX

JULY 15, 2019

Clearly the decision, in that case, was to transform a culture rather than check the box on a form. The experiential nature of that class would have never made the case for D&I if that had been an online course.

Course 113

Course Training Entertainment Exercises 113

Horizon CX

JANUARY 6, 2020

In this reflective mode, I started thinking about my family background, education, and upbringing plus those organizations I’ve worked for over the years and how well my moderate-being fits within those cultures. I’ll try to summarize those 50 plus years of history succinctly. I learned to play guitar, but only moderately.

Airlines 100

Airlines Course Management Survey 100

Horizon CX

DECEMBER 1, 2023

Studies that highlight the positive impact of engaged and satisfied employees on delivering better customer experiences can reinforce the importance of a customer-centric culture. Employee Experience and Customer Experience Link: Research on the relationship between employee experience and customer experience is crucial.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130