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How Aegon Is Reaping the Benefits of Customer Centricity

InMoment XI

Aegon’s ‘Connecting with Customers’ programme is an award winning programme which has delivered spectacular results for the business, colleagues and customers. In Iain O’Connor, Head of Customer Experience & Insight, Aegon has one of the best, along with other great CX leaders such as Claire Tidey, CwC Programme Manager.

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Customer-Centric Culture Barriers and Ways to Address Them

Experience Investigators by 360Connext

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.


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Creating a Customer-Centric Culture: Share Data with Purpose


Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of. Today, this new job function is evidence of one of the most important competing factors in today’s business environment: customer centricity.

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Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. The first one was, “We put customers first.”.

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A Simple Guide to Stakeholder Engagement

This guide will take you through the different engagement tactics you can implement to help your company become more customer-centric. These changes, however, can only occur if programs are embedded into a company’s culture. So where to start?

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Creating A Customer-Centric Strategy

Integrity Solutions

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

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Why your business isn’t customer centric

Team Support

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. Never even heard of customer centricity? Never even heard of customer centricity? 86% of customers are willing to pay more for a better customer experience.

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Learning objectives: Review and pinpoint challenges in your CX strategy Learn how SaaS products are changing CX and UX Recognize and personalize your customers' needs and preferences Setting your DCX goals Best practices for implementing a customer-centric digital strategy and ensuring seamless interactions across channels The role of conversational (..)

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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Transforming the Digital Customer Support Journey

This not only requires a careful reassessment of existing customer support models, but also the implementation of modern customer-centric support solutions. But what digital solutions, or combination of solutions, are right for your organization and customer base?

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The Definitive Guide to Customer Centricity

What does it really mean to be customer-centric? In this guide, we dissect the buzzword, show you real-world examples of truly customer-centric brands, and give you tactics that you can leverage to lead customer-centricity at your organization.

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Why Organizations Looking to Deliver Extraordinary, Customer-Centric Experiences Must Continuously Improve their Customer Insights

Speaker: Tyler Andre, Michelle Buretta, Megan Burns, and Ron Dutta

How can we make sure we are building a strong alliance between CX and CI to make the right decisions for customers and de-risk decision-making? In this webinar you will learn: Ways to implement CI into your CX strategy. How to prove the business value of the CI & CX partnership.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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3 Reasons Why 93% Of CX Initiatives Fail––And How to Overcome Them

With most companies slow to adopt a truly customer-centric approach, organizational and technological silos are mostly to blame for the uphill battle. Turning CX program outcomes into measurable business results: It’s the number one challenge facing today’s CX professionals.

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

Centering a business around the customer is critical for accelerated growth and customer-centricity requires a strong CCO and CMO alliance. When they work together, the CMO and CCO can build better customer experience, satisfaction, and retention.