Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. 58% of leadership teams support, endorse, and champion CX.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage? Customer Experience is an ever-changing art and science.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

Horizon CX

JUNE 10, 2022

Ideally, this concept should originate at the senior leadership level. To establish and solidify that customer experience is indeed part of an organization’s strategy, senior-leadership engagement is critical, even if there is no C-level role assigned to CX.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Horizon CX

MAY 14, 2018

The Solution: Before setting their change priorities, leaders should analyze three things: the catalyst for transformation, the underlying quest, and the leadership capabilities required to pursue it. Lastly, there must be leadership that can see this change process through to a sustained organizational transformation.

Leadership 100

Leadership Customer Focused Tips Management 100

Horizon CX

OCTOBER 3, 2020

This doesn’t necessarily happen overnight and the vision for this must be set by leadership within the organization. Leadership must embrace, endorse, and actively support any movement toward instilling a customer-experience mindset among employees within an organization. Governance.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Horizon CX

NOVEMBER 2, 2016

practice and build a solid business case for CX but then a change in leadership. line however is that without a committed leadership team, the grade will be. Considering what I have described, the. challenges we face are partly out of our control. We can work diligently to advance the CX. square one!). In some organizations that.

Customer Centricity 100

Customer Centricity Leadership Strategy Report 100

Horizon CX

NOVEMBER 2, 2016

We can work diligently to advance the CX practice and build a solid business case for CX but then a change in leadership comes about and we are back at maybe square three or two (but hopefully never square one!). Considering what I have described, the challenges we face are partly out of our control.

Customer Centricity 100

Customer Centricity Leadership Strategy Report 100

Horizon CX

MARCH 10, 2023

A permanent autonomous CX department becomes ‘owned’ by an executive which can create jealousy among the leadership team when absolute trust is needed. The CX program literally ‘walks out the door’ along with the CX team. A permanent autonomous CX department requires administration and supervision, distracting from CX work.

NPS 130

NPS System Meeting ROI 130

Horizon CX

FEBRUARY 26, 2019

In the end, actions speak louder than words and those organizations with CEO’s and leadership teams truly committed to the customer experience will stand out. Commitment to Cross-Functional Leadership Accountability. Performance metrics and budget dollars that pertain to C-suite areas of responsibility should also be assigned.

Metrics 100

Metrics Customer Centricity Culture Leadership 100

Horizon CX

FEBRUARY 29, 2024

Lead by Example : Leadership plays a critical role in shaping organizational culture and behavior. Communicate the importance of putting the customer first and provide employees with the autonomy and flexibility to tailor their interactions to meet individual customer needs.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Horizon CX

MARCH 1, 2021

As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

Horizon CX

DECEMBER 24, 2017

This is the point where the initial rise and enthusiasm around CX among leadership peaks and begins to diminish. There seems to be another 7-year itch at play in the corporate world where organizations that started down that CX path seven years ago have either hit or are approaching that critical 7-year point.

Consulting 100

Consulting Leadership Financial Examples 100

Horizon CX

AUGUST 10, 2020

Transform leadership. In an online book, David points to a conversation as an immensely powerful and adaptable technology that can be used purposefully to achieve many different objectives and he provides the following examples. Improve understanding. Build relationships. Stimulate action. Generate ideas. Surface opportunities.

Communication 130

Communication Social Media Leadership Groups 130

Horizon CX

DECEMBER 31, 2018

The desire for transformation will need to be firmly endorsed and supported by organizational leadership with a commitment to change based on their status—and knowing for certain exactly what that is. Yet this critical step in CX maturity continues to elude some organizations.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Horizon CX

OCTOBER 23, 2018

Those most highly successful in business and especially those in leadership positions have mastered the art of communication. Learning to Listen with a Tennis Ball. Communication is a learned skill and one we can all learn to improve.

Groups 113

Groups Communication Exercises Course 113

Horizon CX

JANUARY 6, 2020

In more stable organizations where strategies, values, and business objectives are clearly defined by leadership and last longer, high-involvement employees are more likely to thrive. I’m glad to have been more of a sticky-note employee to handle those constant changes and upheavals.

Airlines 100

Airlines Course Management Survey 100

Horizon CX

APRIL 4, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015.

Communication 147

Communication Study Course Meeting 147

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness.

Self Service 130

Self Service Loyalty Customer Service Representative Omni-Channel 130

Horizon CX

JANUARY 2, 2024

Closing the Loop: Valuing Customer Feedback Beyond Surveys Introduction In the dynamic realm of customer experience management, one often overlooked aspect is the importance of closing the loop with customers after they have provided their valuable feedback, especially within the context of surveys.

Metrics 130

Metrics Survey Communication Effort Score 130

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Then we create opportunities by fixing those gaps. Experience improves and so does P&L.

Net Promoter Score 130

Net Promoter Score Survey Retail System 130

Horizon CX

AUGUST 7, 2023

Diversity, equity, and inclusion (DEI) is a concept that has been given a lot of attention in recent years and now appears to be the target of assaults in certain areas of the country as being a trendy ideology.

Culture 130

Culture Innovation Groups Communication 130

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

Horizon CX

JUNE 5, 2023

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

Horizon CX

APRIL 3, 2023

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times over? And exactly how often do these choices warrant changing—weekly, daily, hourly?

Contact Center 130

Contact Center Call Center Entertainment System 130

Horizon CX

MARCH 19, 2022

Artificial Intelligence (AI) is a contemporary buzzword among industries, but in fact, the term has been around for many years, most commonly rising during the mid-fifties from within the sphere of science fiction—think robots!

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Horizon CX

MAY 7, 2021

In today’s world of surveys and Net Promoter Systems, the term “closing the loop” or “closed-loop process” have become common terms in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers.

Culture 130

Culture Net Promoter Score Hotels Survey 130

Horizon CX

JANUARY 4, 2021

The year 2020 will go down in history for a multitude of reasons, some of which we will not so fondly remember and some of which we may choose to forget. In its wake, it may have hindered customer experience to a certain degree but it also enabled some changers that will thankfully hang around for a while and perhaps some permanently.

Retail 130

Retail e-support Customer Centricity Customer Experience 130

Horizon CX

JULY 2, 2020

I had never heard of the term microaggressions until the recent uprising over the George Floyd killing by a Minneapolis police officer. To be clear, that was not a microaggression.

Culture 130

Culture Groups Comparison Communication 130