ECXO

JUNE 11, 2023

Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

Experience Investigators by 360Connext

DECEMBER 11, 2014

5 Areas of Customer Insights You’re Missing. How Developed is Your Customer-Centric Strategy for 2015? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Check out my other posts on SteamFeed!

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Forrester's Customer Insights

MAY 21, 2019

Employee engagement is critical for customer experience.

Employee Engagement 54

Employee Engagement Engagement Culture Customer Experience 54

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Is customer centricity already part of the company DNA and culture?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

JANUARY 19, 2023

But since that is not always possible, prioritize the skills we listed above, as those will ensure you have the right background in your newly formed customer experience department. The two positions work closely together to ensure that the customer experience is aligned with the organization’s overall strategy and goals.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Lumoa

FEBRUARY 9, 2023

Employee Engagement: Employees are aligned with the goals of the organization. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

Alida

JULY 4, 2018

CX pros armed with customer insight must be ready to challenge directives from HiPPOs and advocate for projects that deliver the most impact to the customer and the business. Mistake 2: Confusing customer satisfaction with customer experience.

Strategy 153

Strategy Customer Experience How To Employee Engagement 153

InMoment XI

MAY 30, 2024

By utilizing text analysis software, your business can be more efficient and realize benefits such as increased customer insights, improved operational efficiency, and others. For example, customer service teams can prioritize inquiries based on sentiment and urgency which ensures that critical issues are addressed promptly.

Analysis 195

Analysis Software Self Service Social Media 195

Comm100

NOVEMBER 23, 2022

Thanks to the many opportunities that SMS provides for customer outreach and feedback, expect the use of SMS messaging for customer service to continue growing across organizations of all sizes in the years ahead. Agent experience (AE) gets greater focus.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

Maz Iqbal

DECEMBER 22, 2014

Until this difference is recognised and acted up organisations will continue to grapple with the challenge of ‘employee engagement’ Why should I engage with you and your organisation when I do not feel myself cared for – as a unique human being? Does this difference matter? Of course it matters!

Leadership 103

Leadership Customer Philosophy Employee Engagement Loyalty 103

Forrester's Customer Insights

OCTOBER 16, 2019

Employees’ Advocacy Boosts Your Content And Customer Interactions While trust in brands has dwindled, B2B buyers hold those same brands’ employees in high regard as authentic and compelling sources of information. And they want to engage with them.

Employee Engagement 37

Employee Engagement Engagement B2B Brands 37

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Heart of the Customer

DECEMBER 18, 2014

Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. Employee engagement? The post What’s the customer experience focus for 2015? Customer Experience Employee Engagement Resources Voice of the Customer'

Customer Journeys 83

Customer Journeys Customer Experience Employee Engagement Conference 83

ShepHyken

DECEMBER 27, 2022

Frontline workers are a great resource when it comes to what customers are saying about your company and their experience. Train them to listen for customer insights, take notes, and share with everyone in the organization. Listen to your employees, too, not just your customers.

Healthcare 129

Healthcare Customer Centricity Customer Voice Employee Engagement 129

InMoment XI

JUNE 5, 2024

We also support extended use cases such as: Employee Experience (EX) Analytics Our tools help businesses understand and improve employee engagement, onboarding processes, and workplace satisfaction. Extended Use Cases InMoment’s platform is not limited to traditional CX analytics.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

InMoment XI

SEPTEMBER 19, 2024

Frontline employees are the most important part of any organization’s customer experience program since they are the group that interacts with the customer the most. You may also be able to drive employee engagement by offering incentives once certain metrics are met.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

Forrester's Customer Insights

OCTOBER 2, 2018

Employee engagement surveys help employee experience (EX) and customer experience (CX) pros keep a pulse on how employees feel about the company and leadership, their jobs and career paths, tools and training, and their roles in delivering a great customer experience.

Employee Engagement 35

Employee Engagement Survey Engagement Employee Experience 35

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Mobile Mobile Mobile Formulations. They can’t.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Thematic

FEBRUARY 24, 2025

Instead of just processing feedback, Thematic visualizes trends through interactive dashboards, making it easy to identify what’s driving changes in customer satisfaction or employee engagement. Employee Feedback Employee engagement is the backbone of any successful organization.

Analytics 62

Analytics Analysis Feedback Customer Satisfaction 62

Calabrio

MARCH 22, 2025

To foster a healthy, engaged culture, prioritize open communication, provide regular feedback and recognition, and offer opportunities for professional development. Leverage an AI-driven tool like Calabrios Trending Topics to understand, out of all your customer issues, which are the most common.

Contact Center 130

Contact Center Management Strategy Call Center 130

Alida

MAY 25, 2016

In most organizations, data about customers typically resides in silos. Customer insight is often delivered as one-off reports which are closely held by the market research team. 3 ways Stories can up your game in customer intelligence. Integrate historical data with new insight.

Meeting 150

Meeting Fashion Customer Insights Customer Confidence 150

Verint

JULY 6, 2017

Attendees will learn best practices to adapt to the needs of today’s rapidly evolving customer service environments, and ways to increase employee satisfaction by applying best practices in employee engagement, mobility, and intraday flexibility. July 12; Online Webinar. July 26; Online Webinar.

Customer Insights 36

Customer Insights NPS Employee Engagement Analytics 36

Lumoa

APRIL 28, 2024

Qualtrics offers extensive integration features allowing data to be gathered from various systems and platforms such as CRM systems, web and feedback tools, employee engagement systems and more. Like Medallia, Qualtrics is geared towards large enterprises and can offer customer integrations depending on the chosen subscription plan.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Experience Investigators by 360Connext

JULY 28, 2020

Plans around CX strategy might include steps like: Understand our customers better by creating journey maps. Create ideal experience journeys based on feedback and data from customers. Track employee engagement with CX by partnering with Human Resources on the annual employee feedback survey.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Alida

NOVEMBER 10, 2017

Blockchain will transform many industries—including big markets like financial services —so companies need to get closer to their customers to understand the impact of this technology to consumer behavior. Insight-driven businesses continue to gain ground. Forrester says 2018 is the year organizations obsess about the customer.

Trends 174

Trends Retail e-support Technology 174

Alida

JUNE 29, 2016

Improve the understandability of your customer insight using the charts that are most applicable to your question types and findings. Make customer insight easy to consume for your stakeholders and team members. Craft and support your story with the right type of data visualization.

Communication 140

Communication Data Innovation Analysis 140

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Speak to your customers in a conversational and personal tone. Try to avoid being transactional.? .

Customer Experience 105

Customer Experience Self Service Advertising Customer Expectations 105

Storyminers

DECEMBER 22, 2017

First, there are concepts you need to get right internally: Your Customer Experience strategy. One of the key components to improving customer experience, and to making a success of any CX program, are the actions you take in response to customer insight and information, and this is aided by a well-designed strategy.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Horizon CX

MAY 19, 2023

By emphasizing the need to prioritize customer needs and preferences, they can guide the organization in aligning its goals, processes, and culture with a customer-centric approach. By monitoring and evaluating results, they can provide insights and recommendations for adjustments and continuous improvement.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Kayako

MARCH 29, 2019

There’s a lot you can do to get better at customer service. But at the end of the day, if your support reps are unhappy, unengaged, and micromanaged, the quality of your customer service will suffer. Salesforce notes that as employee engagement rises, businesses see as much as 100% higher customer loyalty.

Customer Service 149

Customer Service Self Service Average Handle Time Metrics 149

Happy or Not

NOVEMBER 6, 2024

Feedback isn’t just about solving problems; it’s about gathering actionable insights that can shape the entire customer experience. Let’s explore practical strategies for gathering feedback and the tools to turn customer insights into actionable data.

Customer Satisfaction 36

Customer Satisfaction Feedback Strategy Net Promoter Score 36