ECXO

SEPTEMBER 7, 2023

Join us at the European Customer Experience Organization event featuring a captivating presentation by Ilenia Vidili on “From Products to People: Pioneering a customer-centric Culture for business success!” Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Centricity 156

Customer Centricity Culture Leadership Innovation 156

eglobalis

JANUARY 28, 2025

Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest Last week, we had the amazing event in Atlanta, CRM Playaz IRL 2025 , hosted by the venerable “Godfather of CRM” Paul Greenberg and Brent Leary , an incredible team working together. As I found only one since I arrived late to take it.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

ECXO

SEPTEMBER 6, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227

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? Design of Work Experience and is a luminary in organizational excellence.

Culture 156

Culture Connections Contact Center Leadership 156

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation. Embedding a client focus starts with your culture.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

ECXO

DECEMBER 25, 2024

Foster a culture where employees feel valued and motivated to deliver exceptional service. Build a Community Around Your Brand What to Do: Foster customer communities through forums, social media groups, or exclusive events. Embed CX in Your Culture Make customer experience a core value across all departments.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

CSM Magazine

FEBRUARY 20, 2025

Want to make your conference, corporate event, or workshop amazing? Why Leadership and Customer Service Speakers Matter Leadership shapes the culture of an organization, while excellent customer service ensures customer satisfaction and retention. This guide and these examples will get you off to a great start.

Leadership 52

Leadership Customer Service Chief Customer Officer How To 52

CX Journey

NOVEMBER 1, 2017

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

Culture 233

Culture Policies Metrics Leadership 233

Russel Lolacher

MAY 4, 2021

What many may not realize is that “legacy” ship, that’s attached to milestones and events, has probably already sailed if you’re waiting until the last years of your career to start considering it. The post What Will be Your Leadership Legacy? Great leaders do. Make those. appeared first on Russel Lolacher.

Leadership 128

Leadership Sports Examples Connections 128

Kristina Evey

MAY 1, 2018

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. The Business Dictionary). falls short?

Customer Experience 184

Customer Experience Culture Leadership Loyalty 184

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. CSAT is used to measure the customer satisfaction of a specific interaction or event.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream. It is not a project or an initiative.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

Kayako

NOVEMBER 21, 2018

For these brands, customer service isn’t just a department within the organization, it’s the center of their entire company culture and plays a role in nearly everything they do. How do you build a customer-oriented culture? Seemingly little things like this become the building blocks of a customer-oriented culture.

Culture 120

Culture Banking How To Customer Service 120

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), Her Great Grandmother was a Wyoming homesteader.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

ECXO

JUNE 20, 2023

How do you shift to a purpose-driven culture? It’s hard work changing culture. European and APAC consumers are adding their voice to the global call for leadership on purpose and solutions to the environmental and social challenges we all face. How can you bring your purpose and values to life?

B2B 367

B2B Brands Innovation Government 367

Experience Investigators by 360Connext

MAY 17, 2018

It’s one of my favorite events because it’s unique in its approach – everyone is there to learn from each other. Leadership is starting to catch up, but their understanding of CX varies greatly! Leadership is starting to catch up, but their understanding of CX varies greatly! It’s inspiring!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

MAY 23, 2018

When you can do this, you get an internal culture of excitement, innovation, and happy employees which result in happy customers. She paid attention to the teachings from her leadership teams so she could encourage teammates to work together better since they hadn’t really worked closely before. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience Travel B2C 197

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. Wanted to improve your brand culture. These panel discussions with experts from around the globe explore the six competencies of the CXPA CX Framework, including: Building (and Sustaining) a Customer-Centric Culture.

Social Media 146

Social Media How To Culture Customer Centricity 146

Experience Investigators by 360Connext

JUNE 9, 2020

Prior to these events, it had been shockingly easy to think of ourselves as empathetic to all. Why haven’t I used my platform to raise important questions around inclusion, diversity, and racism in customer experience leadership? What is the makeup of your leadership teams? This should trouble all leaders.

Customer Experience 236

Customer Experience Leadership Policies Tips 236

InMoment XI

MAY 4, 2023

They were then able to provide specific coupons and product suggestions, even leveraging life events (i.e. In another example, a major Asia-Pacific Telecom Co utilized segmentation to align their growth strategy with changing customer needs and, as a result, exceeded revenue goals and cemented their leadership in the industry.

Strategy 221

Strategy Customer Experience How To Loyalty Programs 221

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. The Customer Show launched in 2022, and the premise behind the event is to bring together everyone playing an active—or even a passive—role in the customer journey. Different teams have different goals and incentives.

ROI 195

ROI Insurance Tips Healthcare 195

CX University

DECEMBER 16, 2024

Leaders should openly discuss mistakes and failures to cultivate a culture of trust and safety. Google is a prime example of fostering a culture of open communication and innovation. Their culture encourages staff to voice their opinions and challenge decisions, fostering transparency and continuous improvement.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. The importance of fostering this type of culture What a consent culture looks like through the hiring process.

Culture 98

Culture Policies Employee Experience Course 98

One Millimeter Mindset

AUGUST 11, 2021

As a result, value silos easily become their own domains, with their own cultures. Over time, pride of ownership within these domains creates a sense of professional exclusivity within these cultures. From the start, this strategy becomes an innovative way to shift the human dynamics within the most staid organizational cultures.

Innovation 116

Innovation Culture Leadership Meeting 116

CSM Magazine

NOVEMBER 17, 2024

Empower Your Team Leadership that empowers its people will see them rise to new heights. Cultivate a Culture of Feedback Feedback is a gift. A culture that embraces continual growth will foster a positive environment for both staff and clients, driving your organization forward.

Tips 52

Tips Customer Service Exceptional Customer Service Customer Service Representative 52

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum.

Sports 150

Sports Leadership Customer Centricity Culture 150

TechSee

JANUARY 25, 2023

In his current role as Vice President Automotive Services, he has oversight of ACGs Automotive Contact Centers, 30 Fleet Operations, 1,500 Independent Service Providers, 1,100 Approved Auto Repair Facilities, and 6 million annual road service events. He also serves on the Salesforce Field Service Community Advisory Board.

Management 41

Management Automotive Leadership Effort Score 41

Customer Bliss

MAY 17, 2016

THE WORLD’S LARGEST CUSTOMER EXPERIENCE EVENT IS BACK. Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Experience Investigators by 360Connext

MAY 15, 2024

These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support. Jignesh’s leadership team meets monthly to review the customer feedback and identify issues with the customer journey. You have to keep focused at it.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. Creating a service culture in your organization is not a one-time, skills-training event. Creating a service culture in your organization is not a one-time, skills-training event. Thanks Tal.

Customer Service 100

Customer Service Hotels Leadership Culture 100

Kristina Evey

JUNE 13, 2018

Shownotes … In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. The Culture definition describes the environment created to achieve that mission and vision. . culture definition. culture definition. Every company has a culture whether purposely defined or not.

Customer Experience 120

Customer Experience Culture Leadership Customers 120