InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. The Customer Show launched in 2022, and the premise behind the event is to bring together everyone playing an active—or even a passive—role in the customer journey.

ROI 260

ROI 2023 Events Insurance 260

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !” This intentional success is THE missing piece in many customer experience management programs.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? The companies that succeed will be those that put the customer first.

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

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. Success Starts with Leadership. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

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.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

Totango

SEPTEMBER 19, 2019

Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Customer feedback. Support tickets.

Customer Centricity 59

Customer Centricity Lifetime Customer Customers Events 59

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

NOVEMBER 22, 2017

Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field. View Article.

2018 200

2018 Workshop Customer Centricity Events 200

InMoment XI

NOVEMBER 22, 2017

Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field. View Article

2018 0

2018 Workshop Customer Centricity Events 0

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

Customer Centricity 59

Customer Centricity Leadership Customer Focused Customer Experience Professionals 59

PeopleMetrics

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. Buy-in from leadership is the keystone here. Without further ado: 1.

Customer Centricity 117

Customer Centricity Culture Leadership Customers 117

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 111

Leadership Customer Centricity Airlines Workshop 111

PeopleMetrics

AUGUST 25, 2014

Because it’s emphasized at the leadership level, we embrace the culture of taking the client needs into consideration when all decisions are made. ” All Day, Every Day, Stay Customer Centric. .” ” All Day, Every Day, Stay Customer Centric. Become More Customer-Centric Today.

Customer Centricity 124

Customer Centricity 2011 Customers Feedback 124

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 79

Leadership Customer Centricity Airlines Workshop 79

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

PeopleMetrics

MARCH 1, 2017

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks.

Customer Centricity 61

Customer Centricity Banking Seminar Leadership 61

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn. Magazine, Forbes, U.S.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

CSM Magazine

MAY 16, 2024

And that’s why, when I was approached by Sabio to host one of their sessions at their annual UK Disrupt event in London, I jumped at the chance. That means living customer-centricity from the C-suite down. ” The frontline are the voice of the customer. It’s about customer outcomes.”

Customer Service 52

Customer Service Banking Consulting Events 52

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Maz Iqbal

SEPTEMBER 11, 2014

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. Hurst, The New Ecology of Leadership.

Customer Centricity 79

Customer Centricity Leadership Culture Feedback 79

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. The first wave of customer experience professionals have had to create our own paths. Attend a Local Event.

2019 146

2019 Social Media Webinar Events 146

ShepHyken

JANUARY 30, 2023

According to the State of Experience & Service Report, here are the most important customer-centric objectives for 2023: Analyzing and using customer feedback. The best indication that your investment in CX initiatives pays off is repeat business and customer loyalty.”

E Commerce 62

E Commerce 2023 E-support Healthcare 62

Experience Investigators by 360Connext

MARCH 9, 2015

This seems so obvious, but you must really start paying attention to the experiences you have as a customer. Start taking note of these observations and pay attention to how events or situations made you feel as a customer. Whether or not your title says it, your leadership is needed! What could have worked better?

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Experience Investigators by 360Connext

MAY 15, 2024

These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support. Jignesh’s leadership team meets monthly to review the customer feedback and identify issues with the customer journey.

Customer Experience 143

Customer Experience Customer Journey Mapping Culture Customer Journey 143

Maz Iqbal

OCTOBER 7, 2014

At the invitation of Marco Rodrigues, I found myself at the CXDay event taking place in London. Here is what I took away from that event: The terms customer-centric, Customer Experience, and innovation are empty. They get what the whole Customer Experience thing is all about. And they do.

Customer Centricity 102

Customer Centricity Leadership Events Innovation 102

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . The event was top-notch (hats-off to all those involved with planning the details behind executing the event).

NPS 54

NPS Connections Events Customer Centricity 54

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum.

Sports 120

Sports 2019 Leadership Article 120

Experience Investigators by 360Connext

MAY 17, 2018

It’s one of my favorite events because it’s unique in its approach – everyone is there to learn from each other. Leadership is starting to catch up, but their understanding of CX varies greatly! Leadership is starting to catch up, but their understanding of CX varies greatly!

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Events 49

Events Customer Service Customer Experience Customer Care 49

ClearAction

OCTOBER 25, 2022

Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Sports 71

Sports 2009 2022 Financial 71

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times.

Customer Service Strategies 52

Customer Service Strategies 2022 Webinar Customer Service 52

Experience Investigators by 360Connext

MAY 20, 2015

Customers who are surprised by these small moments tend to share them with others, providing word-of-mouth marketing and advocacy. Their leadership team is made up of people who are working together and leaving egos at the door. Customer experience is a new department , focus or strategy and leaders need a resource.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Kustomer

NOVEMBER 9, 2023

To achieve this vision, we’re excited to announce our upcoming virtual event, the AI/CX Virtual Summit 2023 , scheduled for December 12th. This event is not just another industry gathering; it’s a unique opportunity to explore the transformative potential of AI in CX. The answer lies in the rapidly changing landscape of CX.

2023 52

2023 Events E Commerce Blog 52

Customer Guru

MARCH 7, 2018

Sue Duris – Director of Marketing and Customer Experience, M4 Communications, Inc. Just when you think that Sue might be super busy working with clients, authoring her next great article, or speaking at an event, you’d run into her live Twitter chat running weekly on #cxchat. She is one of the most personable #WomenInCX.

E Commerce 113

E Commerce Fashion Customer Centricity E-support 113

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110