TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

JANUARY 30, 2024

Switching lanes, we delve into the government’s customer experience revolution, with a spotlight on the USDA’s recent initiatives. Reflect on the executive order that’s shaking up agency status quos and the newfound trust blooming between citizens and their government.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

Eptica

OCTOBER 23, 2019

Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. They face greater competition than ever before and need to innovate to successfully embrace digital technologies. So how can CEOs create a customer-centric business?

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

BlueOcean

OCTOBER 8, 2021

One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture. One of the guiding principles, in fact, states that “culture + governance = execution.”. You can look to one of our clients in the field of smart technology for a real-life example.

2021 177

2021 Customer Experience Contact Center Government 177

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?” How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Customer-centricity can be embedded in many places in a company’s strategy. okay… so what do you actually do?” “Oh,

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. So, so that type of cultural leadership, right. That’s a city in California. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?”. How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Customer-centricity can be embedded in many places in a company’s strategy. okay… so what do you actually do ?”. “Oh,

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?”. How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Customer-centricity can be embedded in many places in a company’s strategy. okay… so what do you actually do ?”. “Oh,

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

ShepHyken

MAY 28, 2023

All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own. My Comment: How do you improve the ratings your customers give you? I refer to this as a hospitality mentality.

2023 64

2023 Article Customer Service Books 64

Gainsight

APRIL 4, 2023

Technology can be a force multiplier when it comes to helping people and businesses perform at higher levels. However, whether you’re adding capabilities or eliminating extra steps in a process, technology always brings about some sort of change.

Management 52

Management Leadership Customer Centricity Government 52

Alida

JUNE 23, 2017

With Amazon’s technological horsepower behind it, Whole Foods will have the engine required to build an unbeatable innovation engine. It’s not inconceivable to imagine that Whole Foods customers will soon be able to order grocery items through Amazon.com or Alexa. With Whole Foods’ 450 stores, that has dramatically changed.

Retail 153

Retail Competitive Advantage 2013 Innovation 153

Experience Investigators by 360Connext

AUGUST 27, 2019

Blockchain Technology! And those are all valid and exciting ways to define the next phase of customer experience for your organization. But your employees need to care – really, truly, deeply care – before anything can really happen for your customers. Culture change is HARD. Personalization! via Korn Ferry.

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

Experience Investigators by 360Connext

AUGUST 9, 2022

.” It’s a real source of pain for customer insights teams, customer care organizations, and leaders throughout an organization who have the desire to drive more customer-centric decisions but are given no tools, resources, or support to do so. The entire culture benefits. Reactive Reality # 3.

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

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. Much of the improvement has been driven by advancements in product innovation and digital technology. Customers want you to know them.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

ShepHyken

APRIL 8, 2019

(NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? Several government agency rock-stars met to discuss how to improve customer service. The short answer is yes.

Article 101

Article 2019 Customer Service Hotels 101

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

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

Customer Alignment

OCTOBER 9, 2017

At a broader level, it has also forced them to consider how they should be supporting their customers further, in a way that adds greater value to customers, for example with more proactive support where it might be needed. This cultural shift has involved buy in from the top. It has become a triumph in employee engagement.

Customer Centricity 40

Customer Centricity Roadmap Events 2016 40

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Metrics 2017 79

Beyond Philosophy

JUNE 13, 2019

It all boils down to your company culture. Establishing a customer-centric culture of an organization is crucial, and also one of the hardest things to do in business. Your champion for a culture change should be disciplined, vigorous, and willing to devote the time it takes to establish the culture in your organization.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

ClearAction

APRIL 3, 2015

Hope was expressed about HR group’s H2H (human-to-human) skills and aspirations to enable operational excellence and cultural transformation. To set the stage, HR should view their role in a customer experience context : who are HR’s customers, and what can HR do to support what external customers expect of the company.

Engagement 121

Engagement Customer Experience Government Culture 121

CX Journey

MAY 29, 2018

We covered a lot of territory as we discussed and deconstructed the hype around the latest disruptive technologies, citing real world and practical examples. At the same time, we talked about technology's impact on employee engagement and culture change.

Customer Experience 50

Customer Experience Omnichannel Government Customer Centricity 50

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Customers want you to know them.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. As such, a governance structure is critical to the foundation of any customer experience transformation.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

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

Customer Guru

MARCH 7, 2018

It believes that bringing together people, business, and technology is the way forward. Especially, driving Quality and Customer Experience initiatives is very close to my heart. I started getting more invested in the Customer Experience arena seven-eight years back. It is headquartered in France and has offices worldwide.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Metrics Consulting 60

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.” Tip #4: Double down on collaboration.

2020 52

2020 Leadership Customer Centricity Customer Journey Mapping 52

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

CX Journey

OCTOBER 28, 2014

Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? According to BusinessDictionary.com , governance is the. And why do we need it?

Government 62

Government Customer Experience Management Metrics Customer Centricity 62

Magellan Solutions

FEBRUARY 26, 2022

Top outsourcing destinations all share the following factors: talent, skills and quality of the workforce, business catalyst, cost and infrastructure, risk and quality of life, and digital and innovations refer to the open innovation ecosystem and adaptation of digital technologies in the business model. . Cultural Compatibility.

Government 40

Government 2020 Insurance Innovation 40

Amity

APRIL 25, 2016

Chad is a Customer Experience and Customer Success executive with 15+ years experience developing Customer Success teams with companies of all sizes. The Enlightened Customer. CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. As such, a governance structure is critical to the foundation of any customer experience transformation.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33

CX Journey

FEBRUARY 8, 2017

Phase 1: Information Gathering Having a CXO is critical to success for any customer experience transformation. When we think transformation, we need to make real change that customers can see and feel. Culture does not change because we desire to change it. And, in turn, extend that average tenure! What do you think?

Culture 50

Culture Customer Centricity Government ROI 50

SurveySparrow

DECEMBER 27, 2021

It has changed the CHRO’s priorities and forced them to adapt to a remote working structure, including making technological and operational changes overnight. How to make sure that our company’s culture is followed in letter and in spirit? Human capital measurement and governance. HR Digital Transformation.

2022 52

2022 Government Leadership Measurement 52

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

Clarivate

JANUARY 29, 2019

CX Leaders Webinar: The Road to Customer Excellence. Case Study: DTN’s COO Mark Holland gave us some great insights about the benefits of focusing the company culture on journey mapping and how that has improved customer experience and has had a great ROI. How Employee Experience (EX) Impacts Customer Experience (CX).

Customer Journey Mapping 65

Customer Journey Mapping Webinar ROI Employee Experience 65