eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. I would be interested to hear your thoughts, and if you’d like to connect, feel free to do so here on LinkedIn.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

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

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

eglobalis

FEBRUARY 3, 2025

This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments. A prime example is the medical device giant Medtronic, which has a very sharp and well-oiled culture , but it is another topic.

B2B 391

B2B Customer Experience 2014 Customer Satisfaction 391

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

APRIL 15, 2025

In telecom , B2B providers often create bespoke network packages for large enterprises combining fixed-line, mobile, IoT connectivity, and hybrid cloudwith distinct SLAs and data handling rules. Clients can modify call routing logic, agent interfaces, and integrate data sourcesall through code, not change requests.

Contact Center 279

Contact Center B2B Innovation Automotive 279

ShepHyken

APRIL 6, 2025

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: Were in April, and there are still articles about top trends for 2025. Here are my top five picks from last week.

2025 75

2025 Article Customer Service B2C 75

eglobalis

JANUARY 7, 2025

This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases. Lets connect, and share your insights! Id love to hearwhat is your company doing with DT and CX.

B2B 294

B2B Innovation User Experience 2025 294

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. Make the Complicated Simple : The quote I used in the opening paragraph of this article sums up the point. A Company Culture of Good with Chad Jensen : What is TCC?

2024 82

2024 Article 2025 Workshop 82

Experience Investigators by 360Connext

MARCH 11, 2025

Connect with Brian on LinkedIn to follow his insights, and explore our resources at experienceinvestigators.com to support your experience journey. At VUMC, he enhanced the patient experience percentile rank and developed programs to boost workforce culture and patient engagement.

2025 143

2025 Healthcare 2007 Social Media 143

eglobalis

OCTOBER 1, 2024

This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity. One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

InMoment XI

AUGUST 3, 2022

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon. The Rundown on Employee Experience. Well, we have the answer to that as well!

Employee Experience 418

Employee Experience Brands Roadmap 2021 418

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

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. Here is my last week article talking about CX experimentation.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

ShepHyken

JANUARY 26, 2025

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. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

Article 66

Article 2025 Customer Service Loyalty Programs 66

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’ past interactions can lead to a more connected and resilient experience.

2024 143

2024 Banking Books Customer Centricity 143

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. The EX/CX Connection. Though on the surface this sounds plausible, and even rather convincing, a thorough examination of how employee satisfaction and engagement link to customer behavior will yield only a tenuous, assumptive and anecdotal connection. That’s my belief.

B2C 397

B2C Employee Experience Culture B2B 397

ShepHyken

MARCH 10, 2025

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. This article makes the case of ensuring you have a privacy first policy. Here are my top five picks from last week. Is that a bad thing?

2025 71

2025 Article Loyalty Programs Customer Service 71

C3Centricity

NOVEMBER 26, 2024

In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey. It’s a transformational shift essential to gaining a lasting competitive edge in today’s market.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

ShepHyken

AUGUST 9, 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 Forbes Young Entrepreneur Council (YEC) has written an article that gives insights from eight very successful members on how to do exactly that.

2021 153

2021 Article Customer Service Social Media 153

BlueOcean

MARCH 3, 2025

The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services? As a sourcing professional, I have to ensure that our company culture is reflected in the RFP and also that the document is customized to the specific industry in which were sourcing.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

ShepHyken

JUNE 7, 2021

Each week I read a number of 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. Word clouds can help others in the organization connect with the real language customers use again and again! Interesting concept!

Article 141

Article 2021 Customer Service Loyalty Programs 141

InMoment XI

DECEMBER 17, 2024

Assess Cultural Fit Your customer experience manager will be responsible for communicating across your organization, whether it be executives or associates. Since the CX manager will touch many departments, it is important to take the time to ensure that they are also a cultural fit for your company.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

CX Accelerator

JANUARY 25, 2019

Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. So how can we move beyond the hypothetical, and actually make the EX / CX connection? Let's explore the metrics, processes, and culture capable of fostering both happy customers and happy employees. Not at all.

Connections 140

Connections Culture Metrics Employee Experience 140

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Why a CX Mission Statement Matters — And How to Create One. Article] Want Greater CX Success? Article] Is Customer Experience Worth It? These goals must be defined and supported from the top.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

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

Experience Investigators by 360Connext

NOVEMBER 5, 2014

That’s why I was so intrigued when I read an article in the Chicago Tribune about how some organizations are encouraging employees to read everything from business books to novels to help promote understanding, empathy and career development. Maybe instead of books you recommend articles or blogs to discuss.

Books 273

Books Customer Experience Net Promoter Score Culture 273

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. Over time, the need to connect dots led to centralized CX platforms.

Banking 326

Banking NPS B2B Social Media 326

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

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

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

Experience Investigators by 360Connext

AUGUST 6, 2024

First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.

2024 310

2024 Entertainment Books Culture 310

ShepHyken

AUGUST 8, 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. You can always do what is expected, such as responding quickly, being easy to connect with, having answers to questions, etc.

Article 24

Article 2022 Customer Service Culture 24

Experience Investigators by 360Connext

JULY 9, 2024

Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. You’ll also hear compelling stories from GitLab and the St. Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships.

2024 284

2024 Fashion B2C Hotels 284

ShepHyken

JANUARY 28, 2025

I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. Ive written full articles about some of these topics in the past. Ongoing training and/or reminders are the key to a successful customer-focused culture. One is about your culture. Connect with Shep on LinkedIn.

Loyalty Programs 95

Loyalty Programs Customer Service Training Workshop Culture 95

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. Today, what matters most is the cultural fit. This blog post has consistently ranked as one of our most popular year after year. Empathy is key. Put yourself in their shoes.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

CSM Magazine

OCTOBER 29, 2024

In this article, we will explore the artistic aspects of video games, how they inspire creativity in both players and developers, and the growing cultural impact of games as an art form. Moreover, games are becoming powerful tools for cultural storytelling. They help players develop positive skills and foster creativity.

Entertainment 105

Entertainment Culture Transportation Social Media 105