eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Employees may resist new CX processes, and leadership might hesitate without a clear ROI.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? However, employees are the bedrock of innovation within any organization.

Innovation 451

Innovation E-support Culture Customer Centricity 451

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. This vision should be aligned with the company’s overall strategy and communicated effectively to every department.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

APRIL 15, 2025

ABB contributed robotics use cases; Ericsson brought real-time communication tech. What It Involves Joint solution design or proof-of-concepts Shared labs, testbeds, or rapid prototyping Influence over product roadmap development IP-sharing agreements in some cases Strategic Impact Ericsson and ABB partnered on 5G-enabled smart factories.

Contact Center 279

Contact Center B2B Innovation Automotive 279

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. AI avoids survey bias by covering 100% of customers and addressing the tendency of survey respondents to be more positive about a company than non-respondents, which can vary by culture.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

MARCH 2, 2022

This article was originally posted on CustomerThink.com. Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 195

Culture Connections Leadership Consulting 195

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Here are the five best from each category.

2024 82

2024 Article 2025 Workshop 82

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Through open communication. Not to mention the cost savings.)

Loyalty 435

Loyalty 2011 Call Center Leadership 435

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book.

2024 143

2024 Banking Books Customer Centricity 143

InMoment XI

DECEMBER 17, 2024

A CX manager will lead team meetings, communicate strategies, and move projects forward while holding everyone to a timeline (including executives). Assess Cultural Fit Your customer experience manager will be responsible for communicating across your organization, whether it be executives or associates.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 26, 2022

Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie). 3: Encourage a Culture of Commitment.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Experience Investigators by 360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. ?. Article] Use SMIRC Goals to Define Customer Experience Outcomes.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. They also behave and communicate in a consistently positive manner toward the company, both inside and outside. Saboteurs are active and frequently vocal detractors about the organization itself, its culture and policies, and its products and services. That’s my belief.

B2C 397

B2C Employee Experience Culture B2B 397

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Related: [Article] Customer Experience Management Defined: How is it Different From CX? Both can be used to gain commitment from the C-Suite and can be leveraged as a way to communicate progress in an ongoing way. Better yet, ask your CEO to help lead communication around customer experience efforts in regular ways.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment.

Banking 326

Banking NPS B2B Social Media 326

InMoment XI

DECEMBER 16, 2021

T his article was originally published on CustomerThink. In part because of today’s greater emphasis on the emotionally-based components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Communication 195

Communication Culture Definition Employee Experience 195

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Then do a Google search for articles about their success. Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP.

2021 151

2021 Article Customer Service Government 151

BlueOcean

MARCH 24, 2025

This article will walk you through key steps for building an effective SOW: Lay the Foundation for Your Contact Center SOW Clearly Define Your KPIs Set Strong Parameters Around Forecasting Establish Reporting & Analytics Expectations Build in Big-Picture Targets with a Risk & Reward Model Keep Your SOW Evergreen: Adjust and Realign 1.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

InMoment XI

JULY 12, 2022

This strengthens brand connection and creates a customer-centric culture. Data is great for strengthening experiences and the bottom line, but with the right plan and structure, it can drive another factor just as if not more fundamental: an employee-centric culture. The Next Step.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

Experience Investigators by 360Connext

JULY 6, 2021

For the sake of this article, we’ll simplify things by referring to the CX Team. But customer experience is a team sport, so great cross-functional teams also understand how important it is to communicate ongoing success and support the processes and systems required to deliver to the customer throughout their journey.

Document 358

Document Net Promoter Score Government Leadership 358

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. Key questions: How can you cultivate a customer focused culture within your company?Who More and more companies are realizing the importance of formalizing and strategizing the customer experience.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. That’s marketing and CX.

Article 25

Article 2022 Customer Service Magazine 25

eglobalis

SEPTEMBER 19, 2024

This article explores the core strategies that align employee motivation with both transformational goals and CX improvements, ensuring sustainable success for businesses. Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

BlueOcean

MAY 14, 2018

And your outsourced partner is going to act as an extension of your own brand, so their employee experience, hiring philosophy, and corporate culture truly matter. Definitely check out this article for more guidelines on the contact center RFP timeline. Rely on this article to help put together your RFP. Don’t stress.

Contact Center 214

Contact Center Culture Article Definition 214

Experience Investigators by 360Connext

OCTOBER 5, 2021

Related: [Article] An Introduction to Customer Journey Storyboarding. We once set up a virtual journey complete with waiting on hold opportunities and frustrating communications via email. Get to know the leaders who communicate directly with customers in the contact center and those who monitor social media. Get creative! .

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

CSM Magazine

DECEMBER 5, 2024

What’s more, by fostering a culture of inclusivity, companies can enhance problem-solving capabilities, increase customer loyalty, and improve overall service quality. This article explores the significance of diversity in customer service, outlining effective strategies for inclusive hiring, training, and cultural development.

Customer Service 52

Customer Service Culture Loyalty Workshop 52

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article starts with the idea that often we think we know what our customers want, but what they actually want is different. I love that one!)

Article 101

Article 2021 Customer Service Hospitality 101

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article opens with a reference to a Harvard Business Review article titled Stop Trying to Delight Your Customers.

Article 99

Article 2021 Customer Service Retail 99

Experience Investigators by 360Connext

AUGUST 17, 2021

Check out these resources: [Article] Create Your CX Charter with These 6 Questions. We’ve got lots of resources for you: [Article] Why a CX Mission Statement Matters — And How to Create One . It’s also a way to create that consistent cadence of action and communication that leads to getting things done in the right ways. .

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

BirdEye

JUNE 14, 2023

Communication channels are at the heart of any successful business. Whether it’s building the confidence of a new customer, establishing a better rapport with your staff, or resolving customer complaints , effective communication is essential for business success and growth. Table of contents What are communications channels?

Communication 98

Communication Social Media Document Advertising 98

InMoment XI

NOVEMBER 30, 2023

Establishing and nurturing trust requires consistent delivery on promises, transparency in communication, and a commitment to ethical business practices. A positive internal culture translates into positive external perceptions. Journalists often seek expert opinions to provide valuable insights in their articles.

Brands 284

Brands Management Multi-Channel Social Media 284

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. She has published more than 350 articles for a variety of national media, including regular columns for Forbes, Adweek, and Success. and the United Nations.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We lead off this week’s Top Five roundup with an article of expert commentary compiled by Megan Jones at Call Centre Helper.

Article 88

Article Loyalty Programs Customer Service 2024 88