Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 227

Leadership Culture Customer Centricity Report 227

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. Since customer experience is all about inclusion, diversity empathy, hyper personalization and understanding of every individual needs of employees, partners and customers and culture and CX maturity differentiation and uniqueness in each country.

Culture 296

Culture Case Study Employee Experience Innovation 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. IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design.

Strategy 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments.

Customer Journeys 347

Customer Journeys Culture Leadership Effort Score 347

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

MAY 4, 2022

Leadership and Loyalty. Effective leadership. 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.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

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. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand.

Customer Experience 345

Customer Experience Customer Journeys Case Study Innovation 345

ECXO

JULY 16, 2024

Boosted Creativity and Innovation: Creativity and innovative thinking are often born from a well-rested mind. In industries where innovation is the key to staying ahead, encouraging a culture of adequate sleep can lead to groundbreaking ideas and solutions.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? It’s nearly impossible to deliver great customer experience without creating a customer-first culture. The best brands in the world boast cultures that empower employees to deliver for customers. How can you create a customer-first culture?

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

C3Centricity

SEPTEMBER 26, 2023

How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.

Innovation 296

Innovation How To Brands Culture 296

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. Innovation is your constant companion in this exhilarating journey. Empowerment lies at the core of your leadership.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

ECXO

JUNE 23, 2024

Next, it’s essential to establish a customer-centric culture within your organization. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation. It should be a company-wide culture. Leadership Commitment: Leadership plays a vital role in developing a customer-centric culture.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

NOVEMBER 26, 2024

These are the people who can seemingly do it all—close deals, resolve customer issues, inspire their team, innovate on the fly, and still have time to meet impossible deadlines. Stagnation in Innovation When you rely on unicorns to innovate and problem-solve, other employees may not feel empowered to contribute their ideas.

Self Service 334

Self Service Training Culture Analytics 334

ECXO

JUNE 9, 2024

Enhancing Creativity and Innovation: Listening opens the door to a plethora of ideas and innovations. Listening in Leadership Effective leadership involves more than just issuing directives and making decisions; it also entails creating a supportive and inclusive environment where all team members feel valued and heard.

Customer Experience 374

Customer Experience Exercises Innovation Leadership 374

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

Contact Center 177

Contact Center Culture How To Leadership 177

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

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals.

Customer Experience 233

Customer Experience Leadership Innovation Roadmap 233

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! How do smart companies maintain a customer-centric culture as they grow? How do you identify the touchpoints that matter the most? 5 Customer Convenience Considerations (Before You Change Anything!). Customer or Company Mission?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

eglobalis

JULY 2, 2024

AI avoids survey bias by covering 100% of customers and addressing the tendency of survey respondents to be more positive about a company than non-respondents, which can vary by culture. Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront.

NPS 373

NPS Feedback Net Promoter Score B2C 373

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

MARCH 5, 2024

The Define and Ideate stages then help businesses to clarify customer problems and generate innovative solutions. Innovation and Creativity: The iterative nature of Design Thinking encourages experimentation and ideation. This promotes an environment of creativity and innovation where unique solutions can flourish.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. Customer-centric cultures are built from the top and the bottom within an organization. After all, your competitors could introduce the very offering which woos your customers away!

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

ECXO

MARCH 10, 2024

Discovering the Power of Losing and Making Mistakes in CX and EX: Unleashing Your Potential for Self-Development and Leadership! In the context of leadership and self-development, and more specifically in CX and EX, losing and making mistakes is not only unavoidable but also incredibly essential. Sounds odd?

Leadership 156

Leadership Innovation Culture Strategy 156

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Quick hires are made based on skill sets, not the actual whole person.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

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

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

Customer Bliss

FEBRUARY 18, 2022

If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once again). Know Your Guardrails. Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

C3Centricity

NOVEMBER 26, 2024

This approach requires an all-in commitment, from leadership buy-in to cross-functional collaboration. It’s about allowing the voice of the consumer to influence every area of the organization, from product design to marketing, support, and even company culture.

Competitive Advantage 212

Competitive Advantage Consumers Banking Loyalty 212

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? 3 Ways to Avoid Professional Complacency in 2021.

Innovation 120

Innovation Leadership Consulting Tips 120

ECXO

JULY 30, 2024

The Heartbeat of a Customer-Centric Organization – Part 2 In the first part of this article, we talked about Servant Leadership, its core principles, and the positive impact it can have on the organization. This harmonious combination lays the foundation for exceptional leadership.

Customer Centricity 207

Customer Centricity Leadership Customer Satisfaction Culture 207

C3Centricity

APRIL 17, 2018

And that it involves a culture change to move the organisation in this direction. Econsultancy recently asked what effective leadership in the digital age is. Several key leadership qualities were found, including being ruthlessly customer-centric, data-driven, innovative, collaborative and agile. Being Innovative.

Strategy 248

Strategy Customer Centricity Innovation Airlines 248

ECXO

JUNE 20, 2023

It can be more important than innovation or market dominance. How do you shift to a purpose-driven culture? It’s hard work changing culture. How does a shared purpose and values help you harness creativity, innovation, skill and commitment? Business customers care about what your brand stands for.

B2B 367

B2B Brands Innovation Government 367

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Talkdesk

AUGUST 28, 2020

Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself. Everything about the company was great: the innovative spirit, the growth mindset and, more importantly, the fact that they didn’t look at me any differently for being a woman.

Leadership 122

Leadership Customer Experience Call Center Culture 122