ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

Experience Investigators by 360Connext

APRIL 15, 2025

Customer experience leadership is not just about gathering insightsit’s about securing genuine organizational buy-in. Ready to transform how you approach CX leadership? Sasha Fard, MBA, CCXP Follow Sasha Fard on LinkedIn: linkedin.com/in/sashafard/ Resources Mentioned: Medallia Experience Don’t miss the next episode!

Leadership 143

Leadership Voice of Customer Metrics Customer Experience Management 143

InMoment XI

MARCH 29, 2022

Women of InMoment: A global employee resource group designed to support inclusion and diversity, provide the women of InMoment with opportunities to mentor and learn from one another, activate leadership skills, and connect with service and professional growth activities in the larger technology community.

Culture 370

Culture Leadership Groups Resources 370

ECXO

MARCH 11, 2025

This means ensuring that every investment in CX improvement is linked to measurable business outcomes , gaining leadership buy-in , and ensuring every department contributes to a unified, customer-centric vision. Action Point: Include CX discussions in leadership meetings and track CX progress in business strategy updates.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

eglobalis

JULY 25, 2024

This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates. Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction.

Customer Experience 494

Customer Experience Customer Centricity Innovation Culture 494

ECXO

NOVEMBER 26, 2024

Build a Customer-Centric Culture Rather than depending on individual heroes to save the day, focus on building a customer-centric culture across the organization. This shifts the focus from individual heroics to a collaborative culture, where everyone contributes to the customer experience.

Self Service 334

Self Service Culture Training Analytics 334

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 290

Competitive Advantage Consumers Banking Loyalty 290

ECXO

APRIL 14, 2025

The HX Leader Shifting from Control to Influence Why the future of leadership starts within Catching Up: The HX Revolution in Motion If this is your first stop on the HX Revolution train, welcome aboard! And no, were not just talking about fluffy people-first posterswe mean real, structural, emotional, and cultural redesign.

Leadership 156

Leadership Culture Communication Meeting 156

Blake Morgan

MARCH 11, 2025

Under his leadership at OTC: Revenue grew by 43% Earnings increased over 80% Key Takeaways from This Episode AIs Role in Business and Customer Experience Unlike many who fear AIs impact on jobs, Bill sees AI as a workforce enabler. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” 8CXLaws.com.

Leadership 110

Leadership Chatbots Customer Experience Professionals Culture 110

Customer Bliss

JUNE 9, 2021

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. What Does Leadership Bravery Look Like?

Leadership 288

Leadership Hospitality Customer relationships Company 288

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 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

ECXO

MARCH 6, 2025

We salute their leadership, determination, and commitment to building a fairer, more united world. Celebrating International Womens Day International Womens Day (IWD) is a global celebration of the social, economic, cultural, and political achievements of women. we see you, we honor you, and we thank you.

Leadership 195

Leadership Culture Innovation Social Media 195

ECXO

MARCH 31, 2025

Wondering why companies spend millions on restructuring, culture programs, and leadership trainingonly to end up right where they started. By the end of this series, youll have a whole new perspective on business, leadership, and personal growth. A culture of burnout, disengagement, and resistance to change. The problem?

Leadership 156

Leadership Innovation Culture Loyalty 156

eglobalis

SEPTEMBER 11, 2024

When employees feel encouraged to share their thoughts without fear of judgment, they contribute to a culture where creativity thrives. Continuous Learning Cultivates Innovative Thinking: A company culture that promotes continuous learning and development is more likely to foster innovation. You can read it here.

Innovation 451

Innovation e-support Culture Customer Centricity 451

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

JANUARY 28, 2021

Here are the five leadership actions to build trust across teams. Be bold when challenging ideas, and be bold with your generosity. -- @DHicks, Former VP Global Ops @Twitter #leadership Click To Tweet. Further, regularly check-in with yourself to see who is driving your leadership decisions and course-correct back to the mission.

Leadership 254

Leadership User Experience Feedback Culture 254

eglobalis

JANUARY 7, 2024

Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.

NPS 316

NPS Leadership Customers Contact Center 316

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

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. Foster a Culture of Open Communication Promoting open communication is key to eliminating silos.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. Will it increase their satisfaction or decrease it?”

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

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

Blake Morgan

NOVEMBER 26, 2024

On The Modern Customer Podcast , entrepreneur and bestselling author Robert Glazer shared actionable strategies for mastering leadership. Balancing culture and accountability is another critical component of leadership. Robert rejects the notion that leaders must choose between fostering a positive culture and driving results.

Leadership 65

Leadership Strategy Customer Experience Culture 65

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

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

OCTOBER 11, 2024

Making the Case for Customer Experience Beyond Customer Service to Leaders Prioritizing customer experience as an organizational mindset requires buy-in from the leadership. The best way to gain this buy-in is to prove how a better customer experience can fulfill team goals and directly impact the bottom line.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

DECEMBER 3, 2024

Organizations can progress from this stage by first achieving leadership buy-in. Initiate The leadership starts approving key activities as it realizes the value of customer experience management. The team is responsible for evolving the VoC program, sharing insights with leadership, and mapping customer journeys.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Blake Morgan

DECEMBER 3, 2024

                                                                                  Stress isn’t just a personal challenge—it’s a hidden force that silently impacts leadership effectiveness and customer experience. ” To learn more visit www.8CXLaws.com.

Leadership 59

Leadership Customer Experience Management Strategy 59

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Foster a culture of open dialogue where customer feedback is welcomed and shared.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

eglobalis

AUGUST 13, 2024

Here, we provide an overview of their corporate structures, leadership, and financial performance. Under his leadership, Samsung continues to innovate and expand its global footprint. Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional.

e-support 512

e-support Innovation Customer Centricity Loyalty 512

ECXO

JULY 16, 2024

In industries where innovation is the key to staying ahead, encouraging a culture of adequate sleep can lead to groundbreaking ideas and solutions. Creating a Sleep-Friendly Work Culture Flexible Work Hours: Allowing flexible work hours can help employees manage their time better, ensuring they get adequate rest.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

InMoment XI

APRIL 18, 2022

If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need. The employee landscape is undergoing dramatic and rapid change, with a heightened emphasis on emotional drivers and connection to the employer’s culture. Read Article.

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

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

OCTOBER 14, 2024

Strategic Alignment and Operations Customer-Centric Metrics in Performance Evaluations: If customer satisfaction metrics are a significant part of performance evaluations across departments (not just customer service), it’s a strong indicator of a customer-centric culture.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

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 461

NPS Feedback Net Promoter Score B2C 461

ECXO

JUNE 23, 2024

Next, it’s essential to establish a customer-centric culture within your organization. It should be a company-wide culture. So, let’s talk about some strategies and best practices to create a customer-centric culture in your organization. These metrics can guide decision-making and help you track progress over time.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358