Blake Morgan

OCTOBER 15, 2024

Over the years, this podcast has become a key source of insights from customer-focused leaders around the world. Known for his innovative mindset, Henrik shared fresh insights on the role of AI in leadership and customer experience. While AI can help scale services, it doesn’t replace human connection. 8CXLaws.com.

Leadership 72

Leadership Self Service Airlines Travel 72

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 299

Customer Experience Leadership Innovation Roadmap 299

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. Apexs gadgets were innovative, and people initially loved them. Customers were starting to complain about poor customer service, confusing user manuals, and the lack of durability in newer products.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ECXO

OCTOBER 14, 2024

Your organization exhibits a strong customer-centric mindset. Regular practices reflect a deep commitment to serving and delighting your customers. Keep up the great work, and continue to innovate and refine the approach. Consider which areas scored lower and develop strategies to enhance those aspects of customer-centricity.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

Customer Focused 110

Customer Focused Innovation Customer Journeys Customer Centricity 110

ECXO

OCTOBER 7, 2024

As the architect of experiences that go beyond the transactional, you have the ability to decode customer needs and desires, turning them into actionable insights that propel your organization forward. 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

TechSee

NOVEMBER 27, 2024

Encourage employees to escalate customer concerns promptly. Leadership Commitment Set clear expectations for customer-focused behavior at the leadership level. Regularly communicate the importance of customer satisfaction to all employees.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

ECXO

JUNE 23, 2024

This not only resolves the immediate problem but also demonstrates your commitment to customer service. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation. By listening to customer feedback, you may discover new ideas, suggestions, or even unmet needs.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Blake Morgan

JANUARY 7, 2025

As we kick off 2025, creativity and innovation have become essential tools for navigating rising customer expectations and constant change. She is a customer experience futurist and author of three books on customer experience.

Innovation 52

Innovation Customer Experience Leadership Culture 52

Experience Investigators by 360Connext

DECEMBER 29, 2014

5 Customer Convenience Considerations (Before You Change Anything!). Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? 13 Tough Questions to Skyrocket Customer Experience Improvement. 5 Most Awful Customer Experience Solutions of All Time.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. Being agile.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX Accelerator

JANUARY 11, 2021

The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". Blueprint for customer-centricity. , Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Customer Bliss

JUNE 2, 2016

What are the customer focus competency recipe cards and what are they based on? Today, I wanted to quickly talk about customer focus competency recipe cards, which are available on this site. I get asked often what they are or what that means, so I thought a quick post clarifying customer focus competency would be in order.

Customer Focused 100

Customer Focused Leadership Customers Innovation 100

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. They care enough to continually look for ways to improve and innovate for their customers. They care if your day was ruined.

Company 231

Company Hotels Social Media Innovation 231

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Blake Morgan

NOVEMBER 12, 2024

Known for its creative marketing and diverse menu offerings, the brand has doubled down on a “creativity mindset” to drive both product innovation and customer loyalty—even as inflation impacts the industry. Brands, Sears, and Reebok, the company continues to innovate. ” To learn more visit www.8CXLaws.com.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

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! It is clear that the customer is king, right? Companies are realizing the importance of leadership styles that focus on the customer.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

Help.com

OCTOBER 13, 2014

Or consider Isadore Sharp’s Four Seasons Hotels and Resorts, regarded as one of the top five companies in any industry for service, after having innovated and thrived through many different eras and trends of customer service. Those knockoff stores will always lack staff who have the all-crucial Apple mindset. Onboarding procedures.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

Blake Morgan

MARCH 21, 2023

Digital investment company Betterment was on my list of the 100 most customer-centric companies in 2022 because of its innovative platform that combines the convenience of digital tools with the personalization of human agents. Aside from a strong digital experience, what sets Betterment apart is its customer-centric leadership.

Leadership 59

Leadership Customer Focused Customer Centricity How To 59

ECXO

SEPTEMBER 6, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Discover the shift from a product-centric approach to a customer-centric mindset – a transformation that requires attention, resilience, and revolutionizing how we understand and serve customers.

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. These experts have all spent time enacting behaviors, either within their own companies or the companies of others, that consider the well-being of their employees, customers, and partners.

Leadership 200

Leadership Healthcare Feedback Culture 200

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. million people in the state.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

Customer Bliss

MAY 19, 2016

I did want to create a quick blog post about customer experience competencies, however. I came to these competencies over 30 years of observing customer-focused growth engines that worked — and many that didn’t work. Here’s the essential overview: Customer experience work is often tremendously reactionary.

Customer Experience 171

Customer Experience Social Media Leadership Feedback 171

Totango

MAY 30, 2019

Totango was named the winner of two Silver Stevie American Business Awards including “Most Innovative Tech Company of the Year – Up to 2,500 Employees” and “Cloud Application / Service”. Stevie Award judges include more than 200 of the world’s most respected executives, entrepreneurs, innovators, and business educators.

Leadership 13

Leadership Innovation Customer Success Technology 13

CX Accelerator

JANUARY 11, 2021

The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". Blueprint for customer-centricity. , Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

Customer Bliss

SEPTEMBER 12, 2017

She’s a bit of a geek when it comes to analyzing customer data and loves turning insights into better experiences for customers. After landing on Time Magazine’s Best Inventions of 2007, Rachael left New York City for Silicon Valley to be closer to the heart of technology innovation. Assessing The Work To Be Done.

B2B 0

B2B Leadership Data Technology 0

CX University

DECEMBER 16, 2024

Golden Rule 4: Build Safety Scaffolds for Innovative CX Thinking. Individuals who fear punishment for their actions, especially when they might be wrong, often remain silent and stick to familiar routines rather than taking the risks necessary for innovation and growth. These are new thresholds that must come from mindful leadership.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

ECXO

SEPTEMBER 7, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Discover the shift from a product-centric approach to a customer-centric mindset – a transformation that requires attention, resilience, and revolutionizing how we understand and serve customers.

Customer Centricity 156

Customer Centricity Culture Leadership Innovation 156

Blake Morgan

FEBRUARY 11, 2025

Top 5 Takeaways from the Episode 2:27 | Customer-Centric Culture at T-Mobile T-Mobiles “Un-carrier” strategy put the customer at the center of every decision. Employees are empowered to solve customer problems autonomously, creating a culture of trust and innovation. ” To learn more visit www.8CXLaws.com.

Customer Centricity 52

Customer Centricity Culture Wireless Guidelines 52

DCX

MARCH 30, 2025

From Zero to AI Hero: Brinks Home's Journey with Virty-Vee Our Interfaces Have Lost Their Senses Customer Centricity SOS: Digital and Leadership to the Rescue Google Wants You to Shop with Your Camera (and Smile) Google just rolled out some flashy new AI-driven shopping tools designed to make your customers say "wow."

Customer Centricity 52

Customer Centricity Leadership Innovation Connections 52

Michelli Experience

MAY 9, 2017

Those critical customer cohorts consist of individuals who will not only drive present day profits but also emerging groups that will shape profits into a sustainable future. Every customer-focused decision represents a choice between competing options that will likely drive different benefits for different people at different costs.

Innovation 113

Innovation Customer Experience Social Media Loyalty 113

Lumoa

FEBRUARY 6, 2018

Many of the traditional ways of doing business are under threat from smaller, faster, more agile disruptive businesses so organisations need to be more focused on truly understanding their customers, delivering better experiences and engaging in new ways. But, most companies will still continue to struggle with CX fundamentals.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137