Experience Investigators by 360Connext

MARCH 19, 2024

In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook. Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences?

Roadmap 200

Roadmap Culture Leadership Books 200

SAP Customer Experience

NOVEMBER 23, 2021

The future of work continues to evolve in practice and in conversation, crossing the divide from technology to productivity to office culture and back again. Recently, it’s even begun infiltrating the discussion on how we connect and map the customer journey. How does customer engagement equate to decision making?

Demo 78

Demo Presentation Culture Customer Journey 78

BlueOcean

JULY 20, 2023

Where once, there would have been most likely one, if not two, in-person sessions before a client and new partner inked a deal, these days, organizations are leaning more and more on virtual presentations and leaving in-person meetings until the absolute end of the process or foregoing them altogether. Does it align with your own?

Contact Center 294

Contact Center Travel 2020 Culture 294

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. The Importance of Leadership Buy-In for Customer Experience Having leadership buy-in is essential for creating a customer-centric culture within an organization. This is why we have to continually connect to the business why.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And trust me, it isn’t just about fixing what’s broken, it’s about fostering a culture that’s inclusive, and downright awesome. Constructive feedback fosters a culture of collaboration and mutual respect.

Culture 52

Culture Feedback Employee Experience Demo 52

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Sami started almost every presentation started with a video in which someone dramatically read YELP reviews as a tool to show people what the customer experience is really like. About Sami Nuwar: “I connect dots for a living.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Two days later, he ordered a new connected flat screen TV to replace his older model.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

Customer Bliss

JANUARY 17, 2019

Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? And how do you connect employees to your mission? The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. #CX #CustomerExperience Click To Tweet.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Oracle

MAY 6, 2020

Can a company’s culture thrive when most of the employee population works remotely? And what is company culture anyway, and does it require a physical building to act as an anchor? Yet, a renewed focus on communication can improve both company and team culture as well as customer experience. Lead with clarity and respect.

Culture 69

Culture Leadership 2019 Presentation 69

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections 2008 Loyalty Events 80

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Michel Falcon Experience

MARCH 11, 2023

Speaker 2: Whether it’s Netflix, O2E, or my company, we’ve achieved success through company culture. Why is it that some companies or leaders still aren’t going all in with company culture? Brian Scudamore: I think, A, there’s a bit of a… Company leaders don’t always know how to build culture.

Culture 60

Culture ROI Books Brands 60

InMoment XI

MARCH 29, 2022

The month of March is Women’s History Month, an opportunity for all of us to celebrate the contributions and lives of incredible women everywhere—past and present. Want to learn more about InMoment’s culture? At InMoment, our favorite of our core values (human, bold, and invested) is human. Get more details about our team here !

Culture 493

Culture Leadership Events Webinar 493

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. When did you first learn that company culture could actually drive growth?

Culture 60

Culture 2003 ROI Leadership 60

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. It’s up to CX leaders to clearly communicate about these connections for their organization. Identify and Measure Key Performance Indicators (KPIs) Understanding the connection between CX initiatives and KPIs is crucial.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

MARCH 14, 2023

I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty. Jim: Since Avnet is a global company, you have many different cultures to navigate. Our Conversation with Peggy Carrieres of Avnet Jim: Great to see you again, Peggy!

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Optimove

OCTOBER 24, 2019

Think about marketing professionals from lastminute.com, ZEE5, Carbon38, Groupe Dynamite, MyTheresa, GlassesUSA, Lifesum, Rebecca Taylor, DVF, Culture Trip, and Talkspace gathering and answering burning questions, such as how to create value for every customer, always? Recap: Optimove Connect 2018. Recap: Optimove Connect 2017.

Presentation 53

Presentation 2015 2017 2018 53

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. And again….

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Second to None

APRIL 4, 2019

Company culture is a fluid concept from top to bottom. Culture is outlined by leadership, executed by management and embraced by employees. When leaders emphasize work culture, it becomes a priority for managers. When leaders are present on the floor, it communicates an appreciation for the daily stresses that employees endure.

Culture 83

Culture Engagement Leadership Customer Centricity 83

ProProfs Chat

APRIL 30, 2019

He is the Chief Amazement Officer of Shepard Presentations. Shep Hyken offers valuable insights into the customer support domain and how to create a customer-centric culture in your organization. Out of customer support and customer success, a business cannot decide which is the more important one, as they are mutually connected.

Customer Centricity 102

Customer Centricity Culture Employee Experience Feedback 102

Experience Investigators by 360Connext

DECEMBER 15, 2023

Combine this with a customer experience champion program within your organization and watch culture really shift. Connect the employee experience to the customer experience in big ways. See how fun it is to connect the CX dots? of customer experience. Here are 15 ideas to get you started. Dive into dashboard details.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Russel Lolacher

JUNE 27, 2022

In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem. Connect with Eric on his platforms: Eric’s Website. Youtube Channel.

Culture 52

Culture Books 2004 Employee Experience 52

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. It is not a project or an initiative.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. Internal service teams and external customer facing teams working together in a culture where everyone is stepping up together. Companies Face a New Connected Mandate. Technology Sets New Benchmarks for Innovation.

Connections 67

Connections Insights Culture B2C 67

NetBase

APRIL 27, 2020

In present culture, the meme reflects current news, changing moods of the people, as well as trends. And companies paying attention to this have a real opportunity to connect with their audience more than ever. And now brands everywhere are recognizing the power of using them to connect on a deeper level with their audience.

Culture 63

Culture Consumers Social Media Entertainment 63

InMoment XI

MARCH 6, 2024

With the right approach and unwavering commitment, companies can foster a customer experience culture and deepen their relationships with customers, leading to increased loyalty, advocacy, and business success. Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Bill Quiseng

DECEMBER 6, 2023

EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the employees are. Your people have an emotional connection. Don’t just be good. Be GREAT out there! So, CARE BIG!

Leadership 158

Leadership Engagement Financial Loyalty 158

Experience Investigators by 360Connext

OCTOBER 5, 2021

It sometimes means starting small, but if you can find ways to connect with a few other change agents across the organization, that’s when things can build momentum. Storyboards and storytelling can be very helpful if you have an opportunity to present findings. . Ask leaders to present their ideas. But it’s not the only way.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. By reading between the lines, the shape of your company’s internal culture can emerge. WHY IS INTERNAL CULTURE RELEVANT?

Culture 81

Culture Blog Social Media Customer Service Representative 81

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Annette finds that one of the greatest ways to build a customer centric culture is to become involved with the employees who drive customer success.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

One Millimeter Mindset

AUGUST 11, 2021

As a result, value silos easily become their own domains, with their own cultures. Over time, pride of ownership within these domains creates a sense of professional exclusivity within these cultures. From the start, this strategy becomes an innovative way to shift the human dynamics within the most staid organizational cultures.

Innovation 116

Innovation Culture Leadership Events 116

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Don’t be afraid to implement an idea presented by an employee (if you think it’s viable) and definitely give them credit.

Culture 86

Culture Blog Workshop Communication 86

Customer Guru

MAY 8, 2018

He also discusses the touchpoints and factors that organizations need to focus on for embracing the customer first culture. We invite our readers to comment and ask questions on challenges they might be facing in their organizations when setting up a customer-centric culture. Connect with Rajesh Pawar on LinkedIn.

Culture 71

Culture Loyalty Programs Airlines Customer Centricity 71

Optimove

DECEMBER 18, 2018

Another year (almost) behind us, another Optimove Connect in the relationship marketer’s books. And as we begin wrapping up 2018, we reflect on our 4 th Optimove Connect, hoping we accomplished just that. Now, let’s go on tour and revive the conference’s main day, with all the videos (in order of presentation) : .

2018 53

2018 Connections Workshop Events 53