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

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

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

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 283

Leadership Culture Customer Centricity Report 283

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

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

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 337

Customer Experience Policies Culture Innovation 337

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 372

Strategy Customer Experience Net Promoter Score Effort Score 372

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 363

Customer Experience Customer Journeys Exercises Customer Centricity 363

PK

JUNE 1, 2021

The term “humility” is often misunderstood to be a lack of leadership, but what it really means being willing, and able, to change one’s mind when necessary. The post Innovation Interviews: On building a culture of humility appeared first on PK. This quality is […].

Culture 98

Culture Innovation Leadership 98

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 287

Innovation How To Brands Culture 287

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

eglobalis

NOVEMBER 22, 2020

The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis. Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience.

Culture 497

Culture Loyalty Employee Experience Customer Experience 497

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

Blake Morgan

OCTOBER 29, 2024

The key to thriving in this environment lies in a few strategic moves: strong leadership, preventing agent burnout, and leveraging AI effectively. One of the most critical elements Michele highlights is leadership. These leaders do more than just manage—they inspire teams, foster a culture of engagement, and drive performance.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

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 348

Customer Centricity Culture Customer Journeys Customer Satisfaction 348

Blake Morgan

SEPTEMBER 10, 2024

This approach allows the company to innovate while maintaining the trust and reliability it’s known for. Leadership plays a crucial role in fostering a growth mindset culture focused on client success. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” 8CXLaws.com.

Leadership 59

Leadership Customer Experience Financial Culture 59

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

ECXO

JULY 23, 2024

The Heartbeat of a Customer-Centric Organization – Part 1 I’ve split this article on leadership into two parts because, you know, attention spans these days are pretty short! Companies are realizing the importance of leadership styles that focus on the customer. The idea of servant leadership was first introduced by Robert K.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

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 197

Customer Centricity Leadership Customer Satisfaction Culture 197

Centercode

MARCH 29, 2024

Explore John's insights on leadership, a culture of innovation, and the role of beta in product success.

Innovation 72

Innovation Connections Leadership Culture 72

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

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

BlueOcean

JUNE 27, 2024

What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture. She argues that these elements must work together seamlessly, much like a symphony, to create lasting customer loyalty and advocacy.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Practicing Leadership Bravery by Trusting Employees. Practicing Leadership Bravery by Trusting Employees. ” Attract the Right Talent Through a Culture of Trust.

Case Study 139

Case Study Culture Study Company 139

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

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 365

Customer Experience Exercises Innovation Leadership 365

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. There is incredible power in customer-focused leadership. He encourages his employees to meet and exceed customer expectations, which has led to innovative DTC showrooms, integrated technology, and impressive shipping and return policies.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Perception is reality.

Culture 109

Culture Leadership Exercises Groups 109

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

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

Magellan Solutions

JANUARY 17, 2024

Finding ways to improve company culture is crucial for success. Magellan Solutions offers seven effective approaches to improving company culture. Why does company culture matter? Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture.

Culture 52

Culture Company Leadership Training 52

ECXO

SEPTEMBER 30, 2024

The waitstaff pushes for speed and innovation, while the chefs advocate for careful preparation and consistency. On the other hand, internal teams like product development may focus on innovation, feature quality, and adherence to timelines. o Cultural Differences and Blame Game Organizational culture can further entrench divisions.

Sales 156

Sales Customer Experience Innovation Culture 156

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.”

Culture 313

Culture Sports Employee Engagement Leadership 313

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

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

Horizon CX

APRIL 30, 2024

Understanding Organizational Transformation Transformation goes beyond incremental improvements; it entails fundamentally altering an organization’s structure, processes, culture, and mindset to adapt to evolving market dynamics and customer expectations. It requires vision, strategic alignment, and relentless execution.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130