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. Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives.

Leadership 234

Leadership B2B B2C Effort Score 234

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. This individualized approach helps learners engage more deeply and apply what they’ve learned to real-world problems.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

ECXO

NOVEMBER 19, 2024

Embrace the Force of Personalization: Data-Driven Customer Engagement The Force is a mystical energy field that connects everything in the Star Wars universe. By fostering a culture where diverse perspectives are valued, companies can create innovative solutions that cater to a wide range of customer needs.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

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

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 trillion dollars ? Yes, thats trillion , with a t. Whats the point of gamification in customer service?

Gamification 130

Gamification Contact Center Engagement Call Center 130

InMoment XI

DECEMBER 9, 2024

Societal trends are shaping new opportunities and challenges for CX leaders: Wellness Culture: Self-care is booming, from non-alcoholic beverages to gut health products. But wellness culture can fuel health anxiety. Transparency and training are crucial. CX leaders must offer authentic support without exploiting fears.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

JUNE 23, 2024

For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. Next, it’s essential to establish a customer-centric culture within your organization. Invest in training your team. The Double Agents of CX: Who are they and what do they do?

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

eglobalis

SEPTEMBER 16, 2024

At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

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

InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Give Employees the Time They Need. Solicit Employee Feedback. Through open communication.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

ECXO

OCTOBER 14, 2024

Customer Engagement and Interaction Social Media and Online Reviews: Monitor what customers are saying about your brand on social media and online review platforms. Engagement Metrics: Analyze engagement metrics such as response times, resolution times, and interaction counts across customer service channels.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

ECXO

FEBRUARY 3, 2025

This kind of engagement shows that youre invested in their success, not just their money. Result: Customers are more likely to engage with personalized offers, leading to higher satisfaction and conversion rates. Actions You Can Take: Host regular training sessions on active listening, problem-solving, and emotional intelligence.

Sales 263

Sales Customer Experience e-support Examples 263

Experience Investigators by 360Connext

APRIL 1, 2025

Meet Heather Brace , Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron , Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes. Their data shows that employee engagement hinges on surprisingly simple human elements.

Customer Experience 143

Customer Experience Healthcare Sports Conference 143

eglobalis

JANUARY 7, 2025

B2B Example: Adobes team brainstormed ways to enhance user engagement for their Creative Cloud. Best Practices : Use feedback loops to monitor performance, adopt agile methodologies for iterative improvements, and train internal teams to ensure consistent delivery.

B2B 288

B2B Company Customer Journeys Innovation 288

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Calabrio

MARCH 25, 2025

This involves a deep dive into how agents represent your brand, their proficiency in delivering accurate and timely information, their problem-solving capabilities, and their professional demeanor throughout each customer engagement. Invest in Agent Engagement A highly engaged agent is a productive agent.

Call Center 130

Call Center Measurement Self Service How To 130

InMoment XI

OCTOBER 23, 2024

With the help of an easy-to-understand digital interface, you can simplify user navigation and encourage higher levels of engagement with your service. Regular communication helps build trust and keeps customers engaged with your services. Leverage and emphasize community engagement. Proactively communicate with customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

DECEMBER 3, 2024

For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. Businesses can progress to the next stage by doubling down on CX tools and training. For example, a collaboration between marketing and product teams to engage a specific user segment with a new feature.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

OCTOBER 7, 2024

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. Your work creates ripples that extend into communities, influencing how individuals interact with and perceive the brands they choose to engage with.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Let’s dive in and discover how to keep your call center staffed with engaged, and high-performing agents that deliver exceptional experiences.

Call Center 130

Call Center How To Contact Center Gamification 130

BlueOcean

DECEMBER 2, 2024

It begins with training agents to pay active attention to what your customer is saying – not just the primary information like their name and address, but even the small comments, maybe something said in passing. Today, what matters most is the cultural fit. I look for how engaged a candidate is in this conversation.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

ECXO

DECEMBER 25, 2024

Why It Works: Customers are more likely to trust and engage with brands that offer consistent experiences wherever they interact. Empower Employees to Enhance CX What to Do: Train employees to prioritize CX in their roles, providing them with the autonomy to resolve issues creatively. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

OCTOBER 11, 2024

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

JULY 13, 2023

The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

Calabrio

MARCH 11, 2025

Uncover actionable insights: AI illuminates trends and patterns in customer interactions, enabling data-driven decisions for process optimization and agent training. Data-Driven Decision Making: QA provides a wealth of data that informs strategic decisions related to training, resource allocation, and customer experience initiatives.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Calabrio

JANUARY 17, 2025

Training and Development: Coaching new hires and supporting existing employees in refining their skills. According to the report, tools like Automated Quality Management can pinpoint training opportunities, making growth conversations more targeted and impactful. Focus on supportive management: Regular one-on-one check-ins are vital.

Contact Center 130

Contact Center Analytics Report Training 130

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 296

Customer Experience Leadership Innovation Roadmap 296

InMoment XI

JULY 18, 2022

In food services, operations managers are typically concerned with hiring and training employees, coordinating work and schedules, developing working relationships with front and back of house staff, and more. Where customer feedback can help with these responsibilities is by promoting an internal culture that puts the customer at the center.

Feedback 369

Feedback Culture eBook Customers 369

Calabrio

MARCH 22, 2025

Modern workforce management encompasses critical tasks like contact center forecasting and scheduling , as well as the staffing, onboarding, training and development processes that are part of empowering, engaging, and retaining productive contact center employees. Go Deeper: Related Resources to Explore True Cloud vs.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

AUGUST 17, 2023

Train and enable agents to better understand and empathise with customers’ feelings. Here are some strategies to leverage employee experience: Focus on Employee Engagement: Actively engage employees by involving them in decision-making processes, recognising their contributions, and fostering a collaborative and inclusive culture.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

InMoment XI

MAY 10, 2022

Train your employees to go above and beyond to provide your customers with helpful, friendly, and knowledgeable service to create an experience your customers will remember. Simply put, investing in employee engagement saves you money. Step #2: Store Experience. Is your retail store an inviting place for customers to spend their time?

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

InMoment XI

FEBRUARY 25, 2022

Supporters of employee satisfaction and engagement programs, research and training techniques, with their focus on retention, productivity, and fit or alignment with business objectives, have made some broad, bold, and often unchallenged, assertions with respect to how these states impact customer behavior.

Company 397

Company B2C Employee Experience Culture 397

BlueOcean

NOVEMBER 28, 2022

I got to sit down with Lucas Fuentes, Vice President of Training & Development at ONQ, a global leader in outsourced revenue cycle management. Lucas himself is an international award-winning training executive with a law degree from Universidad de Panamá. That’s one of the main reasons I couldn’t wait to talk to Lucas.

Training 156

Training Contact Center Healthcare Conference 156