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 3, 2025

The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence. For example, for those businesses operating across Europe and beyond, identifying cultural differences in CX expectations is critical.

Culture 195

Culture Social Media Government Loyalty 195

InMoment XI

DECEMBER 9, 2024

Key takeaway: Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. Download Now Exit this form Society: Divided, Yet Connected Customers navigate a paradox: craving connection in an overstimulated, fragmented world. But wellness culture can fuel health anxiety.

2024 195

2024 2025 Download Roadmap 195

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 461

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 461

eglobalis

MARCH 13, 2025

Cultural and ROI Challenges: Shifting a traditionally product- or sales-centric B2B culture to a customer-centric one takes strong change management. short-term wins, mid-term process improvements, long-term cultural shifts) to make progress tangible and measurable. If you enjoyed this read, connect with me on LinkedIn !

Leadership 242

Leadership B2B B2C Net Promoter Score 242

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 342

Contact Center B2B Innovation Automotive 342

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? You can read it here.

Innovation 458

Innovation E-support Culture Customer Centricity 458

InMoment XI

APRIL 18, 2022

And, there are definite connections, or links, to how the rate of employee resignations can, and does, impact customer experiences and perceptions of value. Employers are reconsidering methods for building connections as well as performance. Diagnosing and Improving Employee Connection to Company Culture. Read Article.

Article 418

Article Employee Experience Culture Connections 418

eglobalis

APRIL 23, 2025

Embedding Value Delivery Into Operations and Culture [link] To consistently deliver value, companies must internalize it beyond their customer-facing teams. This means product, finance, legal, and delivery must all be aligned to the customers success.

B2B 251

B2B Measurement Customer Journey ROI 251

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer stories and their emotional journeys are especially powerful for connecting with leaders on a human level. Use examples and their direct feedback to prove how customer experience efforts have helped them and strengthened their connection to your organization.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

eglobalis

FEBRUARY 3, 2025

A prime example is the medical device giant Medtronic, which has a very sharp and well-oiled culture , but it is another topic. Samsungs Knox Matrix , a blockchain-based security solution, uses AI to create a secure environment for connected devices, ensuring data privacy and protection.

B2B 399

B2B Customer Experience 2014 Customer Satisfaction 399

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 1: Organizational Culture. Element 3: Ambassadorial Behavior.

Engagement 397

Engagement Culture Document Employee Experience 397

CSM Magazine

APRIL 18, 2025

Empower Your Employees : A customer-focused culture starts internally. According to Salesforces State of the Connected Customer report , nearly 90% of customers say the experience a company provides is as important as its products or services. Customers are more likely to stay loyal when they feel seen and understood.

Customer Centricity 52

Customer Centricity Culture Competitive Advantage 2025 52

eglobalis

OCTOBER 1, 2024

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. Foster a Culture of Open Communication Promoting open communication is key to eliminating silos.

2020 458

2020 Customer Journey Mapping Culture Innovation 458

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

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 2007 Healthcare Social Media 143

BlueOcean

OCTOBER 30, 2024

Concerns about transfer of knowledge, culture, and maintaining the intangibles are enough to keep many executives awake at night (will my customers be okay in the hands of a new partner?). Cultural Alignment Concerns The Concern: We know your company has worked diligently to establish a strong and distinctive brand.

Contact Center 156

Contact Center Culture 2025 Customer Service 156

eglobalis

JANUARY 7, 2025

Lets connect, and share your insights! Connect or follow me here: Ricardo Saltz Gulko Happy Belated Christmas, a Merry Hanukkah, and a Marvelous 2025! B2B companies that embrace this approach position themselves as leaders in their industries, delivering measurable impact and value.

B2B 300

B2B Innovation User Experience Customer Centricity 300

InMoment XI

FEBRUARY 25, 2022

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. Saboteurs , the employees who are the least committed to their employer.

B2C 397

B2C Employee Experience Culture B2B 397

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

DECEMBER 6, 2024

Communication Barriers : Language and cultural differences can pose challenges, especially when working with offshore providers. Check-ins will help you to stay accountable to goals, and your vendor will be able to advise you on any challenges, as well as connect you with other CX professionals in your industry.

Customer Experience 195

Customer Experience Reference 2024 Download 195

InMoment XI

MAY 17, 2022

Supportive Culture Connection to Customer Experience. Employee Must Have #1: Supportive Culture. They want to feel a bold, human connection to your brand. Employee Must Have #2: Connection to Customer Experience. What Do Employees Want from Their Employers? The 2022 Employee Landscape.

2022 369

2022 Culture Connections Brands 369

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Determine what others in your organization need to know to really connect with the person who is your customer. Are there details in the persona that are influencing how our teams think about customers in terms of race, culture, or even region that might lead to being less inclusive than we should be? and refer to pronouns as “they.”

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

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

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

InMoment XI

AUGUST 3, 2022

The causes and effects of employee churn are complicated, but the bottom line for brands and organizations the world over is simple: employee expectations have changed, and workplace cultures’ view of the employee experience must change as well. The Rundown on Employee Experience.

Employee Experience 418

Employee Experience Brands Roadmap 2021 418

eglobalis

MARCH 24, 2025

If you enjoyed the read, please share it and connect or follow me on LinkedIn here ! Companies embracing this balanced approach will achieve optimal customer satisfaction and operational efficiency, securing competitive advantages while responsibly navigating AI integration. Thanks for visiting our website.

Contact Center 340

Contact Center Virtual Agent Banking Telecommunications 340

C3Centricity

NOVEMBER 26, 2024

Why Radical Consumer Centricity Matters As consumers become more informed, connected, and demanding, consumer-first approaches that lack depth lose their appeal. It’s about allowing the voice of the consumer to influence every area of the organization, from product design to marketing, support, and even company culture.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

eglobalis

MARCH 30, 2025

Likewise, cultural differences make survey responses inconsistent across regions; a neutral score in one country might indicate dissatisfaction in another. Over time, the need to connect dots led to centralized CX platforms.

Banking 334

Banking NPS B2B Social Media 334

Experience Investigators by 360Connext

APRIL 27, 2021

Every piece of customer communication is a chance to connect. Your customers will feel connected to your brand when Cheryl asks if there’s anything else she can do for them, not when “service@yourdomain” confirms order #IR-1496279-8. Cultivate an engaging company culture. Only 30% of the American workforce is properly engaged.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

eglobalis

AUGUST 13, 2024

Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Apple: Apple’s brand loyalty is legendary.

E-support 518

E-support Innovation Customer Centricity Loyalty 518

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

Retently

OCTOBER 11, 2024

Medallia Agent Connect (former Stella Connect) 3. Helpdesk Integrations : Connect your Gorgias, Zendesk, Salesforce Service Cloud, Gladly or Kustomer instances to provide better context on customer interactions. Table of contents Key Takeaways: What is Customer Support Quality Assurance? Loris AI 4. MaestroQA 6.

Retail 135

Retail 2024 Customer Service Feedback 135

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. These broad topics are important in any customer-centric culture, but then you can drill down where you feel each team needs more information. . Learning Paths, Defined. What is a learning path? And again….

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

InMoment XI

FEBRUARY 3, 2022

This may seem like an oversimplification, but when you think about it, Gen Z grew up in a world that is more connected than ever, has more access than ever, and gets everything done faster than ever. How are you connecting with them? Revolutionary even. You need to have a strategy in place, and our experts are here to help.

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

Experience Investigators by 360Connext

DECEMBER 10, 2024

But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. But how do we connect our day-to-day activities and specific investments to these benefits? Connect financial outcomes directly with feedback and actions whenever possible. Start with why.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143