CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture 2019 Contact Center Leadership 244

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. This means communicating often and earnestly.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

InMoment XI

MAY 4, 2022

Leadership and Loyalty. Effective leadership. 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.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Foster a culture of open dialogue where customer feedback is welcomed and shared.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? It’s nearly impossible to deliver great customer experience without creating a customer-first culture. The best brands in the world boast cultures that empower employees to deliver for customers. How can you create a customer-first culture?

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

InMoment XI

DECEMBER 3, 2024

Activate: Key skills include communication and expertise building to ensure teams have the skills, support, and incentive to achieve CX goals. Organizations can progress from this stage by first achieving leadership buy-in. Leverage internal communications channels to convey the importance of CX across the company.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

InMoment XI

MARCH 2, 2022

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”. So, the state of organizational culture has tremendous and undeniable influence on employee behavior.

Culture 195

Culture Connections Leadership Consulting 195

InMoment XI

APRIL 18, 2022

If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need. The employee landscape is undergoing dramatic and rapid change, with a heightened emphasis on emotional drivers and connection to the employer’s culture. Read Article.

Article 418

Article Employee Experience Culture Connections 418

Customer Bliss

SEPTEMBER 27, 2018

Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. Once Lucy collected her feedback, she presented the state of Genesys to leadership by categorizing her findings into three categories: What’s your hill? Customers complained that their problems were taking too long to be solved. What are you looking to climb?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Experience Investigators by 360Connext

DECEMBER 29, 2014

How do smart companies maintain a customer-centric culture as they grow? Being Deaf, she has super human listening skills and is always on the lookout for ways to leverage social media to improve all around communication online and offline. What Does it Take to Be a Customer Focused Organization?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

APRIL 16, 2025

This moment calls for leadership. In fact, now is the moment for the steady, clear-eyed leadership that customer experience (CX) professionals are uniquely positioned to provide. Then, be proactive in communicating iton your website, in customer service scripts, in email updates. Keep communicating. You probably do, too.

Leadership 143

Leadership Customers Communication Presentation 143

eglobalis

AUGUST 13, 2024

Here, we provide an overview of their corporate structures, leadership, and financial performance. Samsung Electronics itself is divided into several key segments: Consumer Electronics (CE), Device Solutions (DS), and IT & Mobile Communications (IM). Designed on DALL-E or MidJourney; all rights reserved to ECXOorg.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

eglobalis

JULY 2, 2024

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. Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront.

NPS 461

NPS Feedback Net Promoter Score B2C 461

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Quick hires are made based on skill sets, not the actual whole person.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Some do this as two teams – the CX team provides recommendations to the CX Executive Leadership team, who ultimately assigns resources and provides guidance. A Customer Experience Charter can answer that question.

Document 358

Document Net Promoter Score Government Leadership 358

eglobalis

SEPTEMBER 16, 2024

At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top. In response, Schindler developed a more comprehensive CX approach.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. On top of that, they must obtain a clear mandate and buy-in from their C-suite sponsors.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

SEPTEMBER 19, 2024

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. This direct alignment between purpose and performance fosters a culture where employees take ownership of both internal transformation and customer outcomes.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. With a “People First” culture, no longer are people taking second or third seats to profits or customers. GREAT leadership is not top-down, one-way, communication to employees.

Leadership 158

Leadership Engagement Financial Loyalty 158

Experience Investigators by 360Connext

MAY 20, 2015

Their leadership team is made up of people who are working together and leaving egos at the door. Customer-centric Culture & Communications. It’s HR and communications executives who understand they have a culture that ignores the customer. And much of that culture starts with communication.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

CSM Magazine

APRIL 18, 2025

Personalize the Experience : Use data analytics to segment your audience and tailor experiences, communications, and solutions accordingly. Empower Your Employees : A customer-focused culture starts internally. Customers are more likely to stay loyal when they feel seen and understood.

Customer Centricity 52

Customer Centricity Culture Competitive Advantage 2025 52

Experience Investigators by 360Connext

APRIL 27, 2021

Before jumping into tactics: Know what success looks like and communicate it across the organization. Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Make a note and then communicate these quick wins. Personalize your communications. Cultivate an engaging company culture.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture.

Culture 159

Culture Hotels Customer Service Training Definition 159

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

Contact Center 177

Contact Center Culture Leadership Communication 177

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s ingrained in their culture. Blog Communications Culture Customer Engagement Customer Experience customer service Featured customer engagement customer relationships leadership linkedin loyalty' Here’s a test: Casually browse through any Trader Joe’s market some time.

Banking 286

Banking 2012 Loyalty Culture 286

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

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

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . You did this by formal and informal communication strategies. Imagine yourself a year from today.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? In the high-level plan, start with 3 simple terms: listen, act, communicate; that’s what CX is all about. The customer journey map was used as a culture and leadership uniting tool.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. Communicate in shareable ways. Blog Culture Customer Experience Featured employee engagement leadership linkedin' What if your company spread the news about great experiences just as much as bad ones? Get to the root cause.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

JANUARY 7, 2015

If the leadership is referring to shareholders exclusively, the customers are forgotten. Communicate over and over about what is guiding this team. Define and redefine and encourage lots of communication between these key roles. Blog Culture Customer Experience Featured c-suite leadership linkedin'

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Experience Investigators by 360Connext

FEBRUARY 9, 2015

Revise your communications strategy. Trust your communication pros to get it right by being honest and transparent. Blog Culture Customer Experience Featured customer service leadership linkedin strategy' Live transparently and thoughtfully. Tell customers what your plans are and involve them in the process.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Customer Bliss

OCTOBER 3, 2019

Good Customer Experience Starts With Your Internal Culture. She spent time communicating how everyone’s roles will be redefined during this process. This required an internal culture change. . This requires an internal culture change. Such a large undertaking, of course, requires leadership to be on board.

Culture 147

Culture Customer Experience 2002 Retail 147

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. A strong thought leadership presence can attract positive media coverage.

Brands 284

Brands Management Multi-Channel Social Media 284