Experience Investigators by 360Connext

JANUARY 5, 2021

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Six Ways to Actively Build a Customer-Centric Culture: 1. Assure your customer experience mission is defined and communicated.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ijgolding

AUGUST 13, 2014

Jasper Sutcliffe, head of buying at Foyles, was recently quoted as saying that bookshops “just can’t be a book shop any more” “They need to offer so much more – the bespoke service that booksellers give, the events, the signings, the added value – and we look to publishers to help.”

Customer Centricity 215

Customer Centricity Retail eBook Industry 215

Experience Investigators by 360Connext

NOVEMBER 5, 2024

She’s also spent over 10 years as the Idea Strategist for one of only nine legacy-level TEDx events and was named to the Thinkers50 Radar in 2022. She’s a judge and mentor for the Harvard Innovation Labs and a professional advisor at the Martin Trust Center for MIT Entrepreneurship.

Banking 143

Banking Customer Centricity Culture Communication 143

ECXO

SEPTEMBER 30, 2023

Discover the power of a customer-centric culture for sustainable business success. Learn how empathy can drive better customer relationships. Ilenia is a trailblazer in the realm of customer-centricity. Don’t miss out on future events that can revolutionize your approach to customer experience.

Meeting 296

Meeting Customer Centricity B2C Culture 296

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!” Learn how to infuse empathy into operations to understand customers and build stronger relationships.

Customer Centricity 156

Customer Centricity Culture Leadership Innovation 156

eglobalis

AUGUST 13, 2024

The seamless integration of hardware, software, and services creates an ecosystem that customers find hard to leave. The emotional connection is further strengthened by Apple’s customer-centric approach and consistent quality. Customers trust Apple to deliver a consistently high standard of performance.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

InMoment XI

OCTOBER 25, 2024

From the food quality to service and ambiance, each aspect of your restaurant should satisfy customer expectations. Work with your staff across all departments to ensure everyone follows a customer-centric approach. Develop a Crisis Management Plan Sometimes, issues tend to crop up when you least expect it.

Feedback 195

Feedback Management Social Media ROI 195

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

InMoment XI

JULY 13, 2023

And because at InMoment, we value sharing knowledge as widely as possible, I’m going to share the results of that in-event poll with you here, along with a few thoughts about our learnings. Having the right experience programme in place can help build customer centricity and use it to your advantage!

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

CSM Magazine

MARCH 4, 2025

Showcasing on April 16th & 17th at Las Vegas Convention center , this event promises to present cutting edge solutions and strategies that enhance customer experience and engagement. The award will showcase groundbreaking products and services, offering a glimpse into the future of customer experience. Who Should Attend?

Connections 52

Connections Innovation Customer Centricity Customers 52

InMoment XI

OCTOBER 20, 2022

If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today! 5 Pieces of Advice from Our EMEA Customer Experience Experts. #1: The future of customer experience is moving past managing experiences, to actually improving them through Experience Improvement (XI). #2:

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

ECXO

OCTOBER 5, 2023

Customer Surveys are Dead! The European Customer Experience Organization the ECXO.org is delighted to introduce our upcoming event: – ”Customer Surveys are Dead!” In a world driven by meaningful connections, every moment presents an opportunity to enhance the customer experience.

Survey 380

Survey Net Promoter Score NPS Exercises 380

Experience Investigators by 360Connext

APRIL 30, 2024

From the very first spark of interest to the warm afterglow that follows an event, we dissect the customer journey, offering strategies to heighten every touchpoint. Tune in as we elevate the conversation from customer service basics to a comprehensive understanding of what truly makes an event unforgettable.

Customer Journeys 143

Customer Journeys Entertainment Touchpoint Resources 143

InMoment XI

JANUARY 27, 2025

Still, in discussing the logistics of the exchange, a nugget of information emerges amid the customers relief at having the issue resolved promptlya comment about wanting to look professional for an upcoming work event. But to make this vision a reality, you must arm your agents with the right tools and training.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

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.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

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. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

ijgolding

NOVEMBER 29, 2017

The answer is perhaps explained by something I heard a friend and fellow CX Professional, Craig Lee, say at an event celebrating CX Day in Dubai last month. I do not want readers to think that I am suggesting many non-customer centric leaders are bad people – to the contrary. You can read my column here!

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Positive word-of-mouth: A memorable customer experience can turn happy customers into evangelists, reducing the cost of acquisition. Align marketing and sales strategies with customer-centric values.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

C3Centricity

APRIL 17, 2019

One that stays in my memory for many reasons, was an event I attended in San Jose, California. I tend to agree after having recently attended events in both cities. HEART-CENTERED VERSUS CUSTOMER-CENTRIC. You know that I am a champion of customer centricity. CUSTOMER FIRST EXAMPLES. Which is yours?

Marketing 227

Marketing Technology Customer Centricity Conference 227

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. The Common Method of Customer Experience Training. Set customer-centric expectations from the first interview.

How To 378

How To Customer Journeys Culture Training 378

Adrian Swinscoe

NOVEMBER 13, 2024

I’ve followed HubSpot’s progress over the years from them pioneering the inbound marketing space over 15 years ago to where they are now a provider of […] The post Unlocking Growth: Key Insights from HubSpot’s GROW Europe 2024 Event first appeared on Adrian Swinscoe.

Marketing 64

Marketing Customer Journeys Customer Centricity Customer Retention 64

Experience Matters

NOVEMBER 14, 2014

It was an excellent event. I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

Experience Investigators by 360Connext

AUGUST 20, 2024

The CEO gets on stage and announces a new mantra: We love customers! Leaders occasionally echo these messages and remind their team to be customer-centric. 5 Elements of a Successful Customer Experience Employee Education Program 1. Set customer-centric expectations in the first interview.

How To 282

How To Customer Journeys Customer Centricity Training 282

Experience Matters

AUGUST 28, 2014

Adopting something new is a process, not an event. That’s why I created what I’m calling the “Seven Stages to a Data-Centric Mindset.” Your business partners have achieved the final stage of developing a data-centric mindset. Customer Connectedness Customer experience'

Customer Connectedness 314

Customer Connectedness Data Customer Centricity Analysis 314

Lumoa

DECEMBER 5, 2017

Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. Start your CX journey by downloading our guide to customer experience.

Healthcare 256

Healthcare Customer Centricity Innovation Meeting 256

Experience Investigators by 360Connext

OCTOBER 6, 2014

So I decided to have some fun today and let you know why I am so passionate about this subject, plus fill you in on a few really amazing events coming up. Here, without further ado, are the reasons I believe customer experience is the key to happy customers , employees and people in general. I hope you’ll join us.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

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. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

ShepHyken

OCTOBER 20, 2024

That’s a pretty serious mission, but they have plenty of fun events to raise funds for that serious and important cause. Customer Centricity: A Definition, Examples, & Best Practices by Charlie Mitchell (CX Today) Brands that have achieved customer centricity are 60 percent more profitable than those that haven’t, according to Deloitte.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

Quadient

AUGUST 1, 2022

Creating a Customer-centric Culture: Four Steps to Get Started. After what feels like forever, I recently got a chance to re-engage in my favourite pastime – meeting people in person at a Quadient-hosted event located here in London, UK. A Trusted Partner in Your Customer-centric Transformation Journey.

Customer Centricity 105

Customer Centricity Culture Customer Journeys Banking 105

InMoment XI

APRIL 21, 2020

But the events of COVID-19 have made it more important to act now–and pivot to a customer-centric approach. In 2020, CX programs continue to struggle to function at a state-of-the-art level.

Customer Centricity 195

Customer Centricity Strategy Customers 195

InMoment XI

OCTOBER 23, 2024

Credit unions can actively engage with their communities through events, sponsorships, and local initiatives. Examples of Banks with the Best Customer Experience The growing emphasis on improving CX in banking has made it essential to adopt the right trends and tools. They also grew their number of customer accounts to three million.

Banking 195

Banking Customer Experience Effort Score Financial 195

C3Centricity

JULY 1, 2019

Make customer observation everyone’s job. There are many, many opportunities for every employee in a company to come into contact with the customer. In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis.

Culture 234

Culture Exercises Connections Customer Centricity 234

ECXO

APRIL 18, 2024

Lecturer at Università Bicocca in Milan, Italy, for Digital Customer Service-related topics (Master MADIM). She believes in customer-centric communication throughout the customer journey, emphasizing integrated approaches and strategic technology use for secure, channel-independent experiences.

Insurance 334

Insurance Consulting Travel B2B 334

BirdEye

AUGUST 3, 2023

Cultivating a customer-centric culture within your organization While catching up on key performance indicators and bottom-line revenue is easy, fostering a customer-centric culture first will lead to the best outcomes. Put the customer first, and everything else will fall into place.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

InMoment XI

NOVEMBER 22, 2017

Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field. View Article.

Customer Centricity 150

Customer Centricity Leadership Strategy Brands 150