InMoment XI

APRIL 3, 2025

The Rise of the Experience Economy Brands are recognizing that the quality of experiences significantly influences customer choices, so making experience-led engagement a crucial differentiator is a priority. 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

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

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

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. Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

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. This individualized approach helps learners engage more deeply and apply what they’ve learned to real-world problems.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

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. Example: A manufacturing company using Salesforce Einstein saw a 25% increase in customer engagement by delivering personalized product recommendations based on past purchases and browsing behaviour.

B2B 391

B2B Customer Experience 2014 2015 391

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. Instead, they engage in co-creation with clients to solve future-facing problemsespecially when standard solutions dont yet exist.

Contact Center 279

Contact Center B2B Innovation Automotive 279

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand. Customer stories and their emotional journeys are especially powerful for connecting with leaders on a human level.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

InMoment XI

APRIL 18, 2022

Employee Engagement: Does the Defense’s Case Still Hold Water? When it comes to optimizing the employee experience, does an engagement-based approach still work? And, there are definite connections, or links, to how the rate of employee resignations can, and does, impact customer experiences and perceptions of value.

Article 418

Article Employee Experience Culture Connections 418

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?

Innovation 451

Innovation E-support Culture Customer Centricity 451

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

eglobalis

JANUARY 7, 2025

B2B Example: Adobes team brainstormed ways to enhance user engagement for their Creative Cloud. Personalizing User Experiences By leveraging AI-powered recommendation systems and predictive analytics, companies can design hyper-personalized experiences that adapt dynamically to user behaviors, leading to increased engagement and satisfaction.

B2B 294

B2B Innovation User Experience 2025 294

CloudCherry

AUGUST 19, 2019

They expect companies to build a smooth and seamless customer experience, no matter which channel they are engaging on. If you intend to create a customer-centric culture, you can no longer afford to have siloed customer data. The post Creating a Customer-Centric Culture: Share Data with Purpose appeared first on CloudCherry.

Customer Centricity 218

Customer Centricity Culture Insurance 2019 218

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

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. My 3 buzzwords: Engagement.

Leadership 283

Leadership Culture Customer Centricity 2019 283

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

CSM Magazine

APRIL 18, 2025

With gamification driving deeper engagement , theyve cracked the code on making customers feel truly seen. It fundamentally changes the way players interact, driving higher engagement and retention. Empower Your Employees : A customer-focused culture starts internally.

Customer Centricity 52

Customer Centricity Culture 2025 Competitive Advantage 52

eglobalis

MARCH 30, 2025

Likewise, cultural differences make survey responses inconsistent across regions; a neutral score in one country might indicate dissatisfaction in another. A sudden drop in user engagement or a surge in support contacts can flag an issue immediately. Over time, the need to connect dots led to centralized CX platforms.

Banking 326

Banking NPS B2B Social Media 326

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Supporters of employee satisfaction and engagement programs, research and training techniques, with their focus on retention, productivity, and fit or alignment with business objectives, have made some broad, bold, and often unchallenged, assertions with respect to how these states impact customer behavior.

B2C 397

B2C Employee Experience Culture B2B 397

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. A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ).

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

eglobalis

JANUARY 28, 2025

Apart from meeting those mentioned, we also had the opportunity to connect with many leaders, authors, entrepreneurs, and investors, which made the event especially enjoyable. Mindshift by Brian Solis , I had personally brought from Germany for Brian to signmaking this day extra special since I have read almost all his books since Engage.

Books 195

Books Customer Centricity Events 2019 195

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. My 3 buzzwords: Engagement.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Experience Investigators by 360Connext

MAY 20, 2015

Customer-centric Culture & Communications. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? 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

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. Share your customer’s story.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

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 134

Retail 2024 Customer Service Feedback 134

InMoment XI

DECEMBER 3, 2024

InMoment offers an all-in-one customer experience platform that collects and connects data from various channels across the customer journey. For example, a collaboration between marketing and product teams to engage a specific user segment with a new feature. Scale A solid customer-centric culture begins materializing in this stage.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

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. EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. Your people have an emotional connection. So, CARE BIG!

Leadership 158

Leadership Engagement Financial Loyalty 158

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. Tip #1: Seamless and Efficient Experiences Are a Must.

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

ShepHyken

OCTOBER 21, 2024

Employees who feel valued and engaged become more committed to their roles and deliver exceptional service. Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity.

Customer Experience 83

Customer Experience Banking Customer Satisfaction Culture 83

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 512

E-support Innovation Customer Centricity Loyalty 512

Experience Investigators by 360Connext

JULY 15, 2015

If your company is offering anything online, I beg of you, design a commerce experience that is seamlessly connected to all mobile platforms. Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. Ignoring Mobile.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

InMoment XI

OCTOBER 5, 2023

Improve Contact Center Experience Step #3: Engage and Enable Employees While it’s not uncommon for brands to provide training for their employees in customer interactions, organizations can unlock even greater potential by actively encouraging their staff to share their unique perspectives on customer problems.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

BlueOcean

DECEMBER 2, 2024

In our world, maybe the guest mentions at check-in that they’re in town for a family member’s graduation – if the agent who checks out asks them about the graduation ceremony, that creates engagement for both the agent and the guest. Today, what matters most is the cultural fit. Empathy is key. Are they listening? Does it excite them?

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. Where customer feedback can help with these responsibilities is by promoting an internal culture that puts the customer at the center.

Feedback 369

Feedback Culture Customers Customer Experience 369

GetFeedback

AUGUST 14, 2019

Design a customer-centric culture. Always start with the culture; everything else flows from here. A natural follow-on from culture is to consider the employee experience. Engage employees. Your ongoing customer experience transformation work will not be successful if you have not properly engaged employees in it.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. When employees are engaged and motivated, they are more likely to deliver exceptional customer service.

Engagement 143

Engagement 2009 Employee Experience Loyalty 143