Daniel Group

MAY 25, 2023

Governance is typically the word used to define the essential work that senior managers must do to ensure CX success. Governance provides clear direction for CX by: Setting a clear future outcome(s). They can continually reinforce the need to focus on the customer even if short-term results are absent.

Government 52

Government 2023 Culture Touchpoint 52

Eptica

OCTOBER 23, 2019

Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. The number one commitment was to Deliver Value to Customers , followed by Investing in Employees – both ahead of focusing on short-term shareholder returns.

Customer Centricity 50

Customer Centricity 2019 Touchpoint Customer Journey 50

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Just what is it, anyway?

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity.

Culture 83

Culture 2002 Customer Centricity 2007 83

Oracle

DECEMBER 17, 2019

Forrester’s Customer Experience Index showed again this year, that CX excellence remains elusive, “According to the survey, 81% of brand scores stagnated; most industry front-runners were repeats; many gains too minor to render them statistically significant.” Customers’ expectations are continually evolving.

2020 52

2020 Leadership Customer Centricity Customer Journey Mapping 52

Gainsight

APRIL 4, 2023

Leadership also observed the system fatigue that resulted from employees having to administer processes among all of the tools. Salesforce’s team knew that in order to make the implementation of their chosen customer success platform (CSP) successful, they needed to address the impact on the end user.

Management 52

Management Leadership Customer Centricity Government 52

ClearAction

JANUARY 12, 2022

“Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. For customers, the path of least resistance wins.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. The aim was to achieve this by putting the development of a genuine customer centric culture at the forefront of everything the bank did.

Banking 93

Banking Customer Experience Customer Centricity Download 93

Beyond Philosophy

JUNE 13, 2019

If your leadership can create that environment, you can create that type of emotional bonding and gain commitment from your employees to deliver that same experience to customers. As Customer Experience consultants, we believe in servant leadership. It all boils down to your company culture. Find champions.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

CX Journey

FEBRUARY 27, 2015

If company leadership isn''t on board with focusing on the customer, then forget it; it won''t happen. Oh sure, you might have localized or departmentalized efforts, but those will be silo''d efforts that translate to silo''d experiences for the customer. How will you transform to a customer-centric culture?

Customer Experience 86

Customer Experience Government Customer Centricity Employee Experience 86

Peter Lavers

NOVEMBER 16, 2017

Pretty much everything described so far has been about what businesses “do” for and to our customers. We “do” marketing and sales, but the customer “does” their experience! Multi channel” is therefore (but unintentionally, I believe) not a customer centric term.

Multi-Channel 73

Multi-Channel Omnichannel 2025 Customer Centricity 73

CX Journey

JUNE 17, 2019

I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) This just doesn't work.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

RapportBoost

DECEMBER 10, 2018

And it just breaks my heart because on the whole, it is not the fault of the technology, it is the fault of the implementations and knowledge, and the culture that underlies in. And of course that leads to higher service quality and productivity which leads to higher customer satisfaction, which leads to higher self-retention.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. trillion in assets recently said, “Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need."

2018 141

2018 Customer Experience Competitive Advantage 2017 141

CustomerSuccessBox

APRIL 6, 2022

The customer success (CS) team is critical in today’s customer-centric economy. The purpose of the team is to keep your hard-won clients and help them grow by strengthening the customer relationship. This results in higher customer satisfaction, which lowers churn and improves renewals.

Customer Success 52

Customer Success Customer Centricity Feedback Customers 52

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. How To Design Customer Experiences To Create Fans. Tina Gentile, Worldwide Competitive Customer Insights Leader, Microsoft.

2017 40

2017 Customer Experience Government Loyalty 40

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Let’s think in customer touchpoints instead.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. How To Design Customer Experiences To Create Fans. Tina Gentile, Worldwide Competitive Customer Insights Leader, Microsoft.

2017 40

2017 Customer Experience Government Loyalty 40

CX Journey

JUNE 17, 2019

” I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) This just doesn't work.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Customer Success Manager - S parkcentral.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. ‘The Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

CX Journey

JANUARY 31, 2018

Your outcomes may be customer retention, account growth, new business through referrals, culture change, etc. If company leadership isn't on board with the change, then forget it; it won't happen. Develop a governance structure. Stand up a group of culture ambassadors. And establish the burning platform.

CEM 65

CEM Management Government Culture 65

SmartKarrot

JANUARY 20, 2023

Build an efficient customer success function, driving meaningful impact on customer satisfaction, retention, and overall revenue. Responsible and accountable for overall customer satisfaction and retention overseeing customer onboarding, account management, and expansion. Be an escalation point for the CSMs and customers.

Customer Success 19

Customer Success Customer Satisfaction Government Customers 19

CX Journey

FEBRUARY 17, 2015

The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers. However, modern theory goes beyond this conventional notion to embrace additional stakeholders, such as the community, government, and trade associations. Is a customer a stakeholder? Consider this.

Engagement 62

Engagement Customer Journey Mapping Government 2013 62

SurveySparrow

DECEMBER 27, 2021

How to make sure that our company’s culture is followed in letter and in spirit? Human capital measurement and governance. The focus of main stakeholders on human capital measurement and governance will continue to grow in importance in 2021. Provide adequate leadership training and support. Future leadership.

2022 52

2022 Government Leadership Measurement 52

CX Journey

AUGUST 26, 2014

I think this is a critical component for change management for the customer experience. Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals.

Customer Experience 74

Customer Experience Management Government Customer Centricity 74

ClearAction

OCTOBER 12, 2022

Employee experience, partner experience, and customer experience contribute to EPS. EPS is ultimate for profit-based brands, but for non-profit and government organizations, Return on Assets or an equivalent metric is the ultimate indicator of excellent management. Return on Assets is the key to EPS.

Metrics 62

Metrics Management ROI Effort Score 62

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

CSM Magazine

AUGUST 1, 2017

By the 25th May 2018 all organisations serving customers across Europe need to comply with the new legislation. Yet, IT Governance reported this month that 68% of a survey sample have yet to update their processes to reflect the new data subject rights. This has resulted in a more customer centric culture.

Wireless 58

Wireless 2018 Loyalty Government 58

Peter Lavers

FEBRUARY 10, 2022

This is critical to successful charter embedding – getting you to the place where you can confidently launch it internally and externally, and/or ensure ongoing socialisation, assimilation into BAU/ways of working/training, and governance.

B2B 52

B2B Government 2020 Definition 52

Qualtrics

SEPTEMBER 17, 2019

That he orchestrated huge cultural shifts in that organization and put in place inner, outer and closed loop CX processes. In 2013, Farmers Insurance set up a cross-functional leadership group – all of us vice presidents – and I was going to be the CX guy,” says Jim. “I I thought: ‘Man…CX? Taking CX to the masses.

Insurance 35

Insurance NPS Touchpoint 2013 35

CX Journey

FEBRUARY 19, 2019

For starters, at the root of - and the catalyst for - this needed and necessary action and execution is customer understanding. Customer understanding is the cornerstone of customer-centricity and the foundation for the transformation work that lies ahead. If it's not part of your culture today, it needs to be.

Insights 35

Insights Government Culture Metrics 35

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Qualtrics

AUGUST 20, 2021

For me, it was kind of setting the stage with our executive leadership team that, ‘Hey, I'm going to hold my team accountable to two things: NPS and retention – but you have to be there with me’.” She says it’s very hard to improve retention without having a customer metric drive them at the same time. Watch Now.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

CX Journey

FEBRUARY 19, 2019

For starters, at the root of - and the catalyst for - this needed and necessary action and execution is customer understanding. Customer understanding is the cornerstone of customer-centricity and the foundation for the transformation work that lies ahead. If it's not part of your culture today, it needs to be.

Insights 32

Insights Government Culture Metrics 32

SmartKarrot

OCTOBER 27, 2020

The steps in a customer success roadmap are: Assessing your company’s strengths towards customer experience Setting up the right CS team Choosing the right metrics Understanding customer goals Setting up your own SMART goals Imparting organization-wide CS culture. Imparting organization-wide CS culture.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

Peter Lavers

FEBRUARY 11, 2016

It appears that the problems stem from a disrespect of the supplier base, short-termism, and internal ’ways of working’ & governance that allow such things to happen. Intentions: Your vision, culture, CSR, company reports, processes, internal comms and recognition/reward must quality-assure trust. What’s the problem?

Government 49

Government B2B Culture Customer Relationships 49