InMoment XI

OCTOBER 26, 2021

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. While there’s no silver bullet for getting boardroom approval on more CX resources or program renewals, we’re going to break down three elements that can help warm the execs to your Experience Improvement (XI) initiatives.

Presentation 490

Presentation Connections Brands Insights 490

InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. That means it’s time to take what you’ve learned and start doing the work to elevate your experience program! .

Customer Experience 260

Customer Experience Workshop 2022 Events 260

InMoment XI

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. Understanding the Importance of Smartest Actions Companies that prioritise CX not only foster customer loyalty but also drive sustainable growth and differentiation.

Social Media 260

Social Media Insights Feedback Loyalty 260

iPerceptions

AUGUST 20, 2015

The customer experience is critical to succeeding in today’s hyper competitive landscape. Typically, this means that before a customer experience initiative can get off the ground you need buy-in from the entire C-suite.

Customer Experience 133

Customer Experience Sales Customers Marketing 133

MyCustomer

AUGUST 30, 2022

Download this Ebook. Lead goal. Not a TM Form. Internal or External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

Download 91

Download Customer Experience Customers 91

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Blog 558

Blog Customer Experience Net Promoter Score Financial 558

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

NICE inContact

JUNE 6, 2017

inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! How inContact “Walks the CX Talk”.

Customer Experience 60

Customer Experience Contact Center Fashion Customer Journey 60

InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. And, unfortunately, customer experience programs may fall on the chopping block. If you are looking to unlock a true return on investment in your experience program, you need to go beyond sending and collecting surveys.

ROI 557

ROI Customer Experience Webinar Financial 557

Experience Investigators by 360Connext

JANUARY 16, 2024

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier.

Customer Experience 143

Customer Experience Leadership Customer Journey Loyalty 143

Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . Deliver a One-Company Experience.

Leadership 305

Leadership Customer Experience 2020 Customers 305

InMoment XI

OCTOBER 12, 2022

A lot of folks believe that voice of customer (VoC) programs and market research mean the same thing—but they’re actually quite different! Breaking Down the Difference Between Voice of Customer & Market Research. What Is the Definition of Voice of Customer (VoC)? So, with that in mind, let’s get into a quick primer!

Voice of Customer 295

Voice of Customer White Paper Marketing Definition 295

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

Customer Bliss

MAY 3, 2018

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa.

Telecommunications 149

Telecommunications Customer Experience Consulting Government 149

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Employee Experience Trickles Down to Customers. Make it right the first time.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. Who are we serving?

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Customer Bliss

OCTOBER 17, 2018

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO. Unite the C-Suite in Their Commitment and Accountability.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Thematic

FEBRUARY 19, 2019

Are you feeling discouraged by a lack of buy-in from leadership for your customer experience (CX) strategies? For example, choose a small part of the process in which your customers buy your product/service. Talk in language that C-suite understands – and understand them too. You’re not alone.

Customer Experience 54

Customer Experience Customer Journey Mapping Net Promoter Score Leadership 54

ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. They are your true north.”

Employee Experience 87

Employee Experience Net Promoter Score Books NPS 87

Alida

AUGUST 16, 2022

Now that customer-centricity is the top priority for the C-Suite, business leaders from all areas are faced with the imperative of transforming the customer experience. But, what does that entitle and how will it affect your business? Where to start?

Culture 130

Culture Customer Centricity Customer Experience Customers 130

CloudCherry

NOVEMBER 10, 2019

C-Suite…UNITE! Take up the battle cry and learn the keys to finding that oft-elusive C-Suite Unity in this week’s ‘Sweets of CX’ podcast. When it comes to uniting the C-Suite, she makes it clear that, ‘It’s about growth and about profitability of the business,’ and that it absolutely ‘IS a growth engine!

Chief Customer Officer 170

Chief Customer Officer Hotels Leadership Definition 170

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. That’s a 57% gap!

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

ShepHyken

NOVEMBER 6, 2018

Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy.

Omnichannel 111

Omnichannel Contact Center Touchpoint Leadership 111

West Monroe

SEPTEMBER 25, 2023

As generative AI drives new urgency for data and digital transformation, our second-annual survey of 700 C-suite executives and 5,000 consumers finds that companies are working to overcome macroeconomic headwinds while embracing digital throughout their organizations.

Download 105

Download Customer Centricity Consumers Technology 105

Customer Bliss

MARCH 12, 2020

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about.

Measurement 289

Measurement Chief Customer Officer Metrics Download 289

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Well, you CAN!

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey. They started collecting data regularly and talking to customers in real life.

Telecommunications 141

Telecommunications Chief Customer Officer Presentation NPS 141

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. Over time, as the customer insights manager, Anand’s role began to evolve and he was able to start framing his work as the head of customer experience.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Success 97

Customer Success Customer Journey Mapping 2023 Customer Journey 97

iPerceptions

MAY 9, 2017

Customer Experience has now become one of the primary competitive advantages on which many companies strive to gain the upper hand in their industry.

Competitive Advantage 102

Competitive Advantage Customer Experience Customers 102

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

ShepHyken

MAY 24, 2022

Bridging the Gap between Company Culture and Customer Service. Investing in Customer Service. He talks about getting leaders to invest in customer service. Top Takeaways: Why don’t all companies deliver a great customer experience? How do you convince the C-suite to invest in customer service?

Culture 69

Culture Hospitality Leadership Customer Centricity 69

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Determine What Your Customers Value and What Makes Them Happy. Take on the responsibility to talk to customers and provide them with a sense of trust.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging? Here’s your training guide.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

Customer Bliss

AUGUST 28, 2020

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs.

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

ROI 143

ROI CEM Net Promoter Score Customer Experience 143