eglobalis

MARCH 24, 2025

link] Boston Consulting Group How AI Agents Are Opening the Golden Era of Customer Experience. If you enjoyed the read, please share it and connect or follow me on LinkedIn here ! Sources: McKinsey & Company Gen AI in customer care: Early successes and challenges.

Contact Center 333

Contact Center Virtual Agent Banking Telecommunications 333

eglobalis

SEPTEMBER 11, 2024

When employees feel encouraged to share their thoughts without fear of judgment, they contribute to a culture where creativity thrives. Continuous Learning Cultivates Innovative Thinking: A company culture that promotes continuous learning and development is more likely to foster innovation. You can read it here.

Innovation 451

Innovation E-support Culture Customer Centricity 451

Experience Investigators by 360Connext

OCTOBER 2, 2024

For those who need CX support, there is a key resource available: Customer experience consultants. Organizations rely on consultants across their teams: Fractional marketing leaders, public relations agencies, business strategy consultants… there are external experts to fulfill any business need. Measurement.

Consulting 143

Consulting Customer Experience Leadership Customers 143

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Customer Bliss

JUNE 6, 2018

Asking, how do we build a learning organization in a culture of continuous improvement? Eric knew that changes had to be integrated into the culture and employee experience. He needed to ensure cultural changes and process changes are fueled by the customers and their needs, wants and expectations. Think about CX of the Future.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Workshop 447

Workshop 2023 Healthcare Travel 447

Experience Investigators by 360Connext

DECEMBER 29, 2014

How do smart companies maintain a customer-centric culture as they grow? She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer. What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

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. For an amazing example, check out this culture manifesto from Hubspot (via Slideshare ): The challenge – the WHAT in your culture – is what will define your customer experience.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Beyond Philosophy

OCTOBER 25, 2018

Creating and sustaining a customer-centric culture was the subject of a recent podcast. Customers never came first because we did not have a customer-centric culture at British Telecom. Our culture was very much focused on British Telecom. It means addressing the culture of your organization and how it measures success.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. More Posts - Website Follow Me: The post 5 Ways to Sabotage your Customer Experience appeared first on Customer Experience Consulting. . “Sometimes it’s ok to be #2… Don’t worry about the big guys. Worry about your guys.”

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

MAY 20, 2015

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. Contact us for help creating your customer-centric culture. appeared first on Customer Experience Consulting.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Wrapping up with the power of a customer-centered culture in crisis management, this episode promises actionable insights to elevate your communication strategy in customer experience.

2024 143

2024 Banking Books Customer Centricity 143

InMoment XI

OCTOBER 23, 2024

Modern bank branches are transforming into consultation hubs. Adopt a consultative approach. Unlike traditional banks that simply offer products, you can stand out by offering consultation as well. This created a customer-centric culture that increased its revenue by 5%.

Banking 195

Banking Customer Experience Financial Touchpoint 195

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

OCTOBER 6, 2014

Customercentric culture is all about being proactive. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s ingrained in their culture. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Banking 286

Banking 2012 Loyalty Culture 286

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Reading can be encouraged around company values and topics, specific employee development or even great novels which teach us about different cultures or issues. More Posts - Website Follow Me: The post How Employees Own the Customer Experience with Workplace Book Clubs appeared first on Customer Experience Consulting.

Books 273

Books Customer Experience Net Promoter Score Culture 273

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Customers want to know your culture. Customers want to know them even more, so their stores are reflective of their fun and playful culture. Customers want to be a part of the culture they’ve created. Our schedules are packed and we want to know we can interact on our terms. Customers want to discover.

Omnichannel 258

Omnichannel Retail Social Media Culture 258

Experience Investigators by 360Connext

JULY 15, 2015

Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. More Posts - Website Follow Me: The post 5 Spectacular Ways To Create the Worst Customer Experience appeared first on Customer Experience Consulting.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

Experience Investigators by 360Connext

JUNE 24, 2015

Leadership, Accountability and Culture. Culture must be proven. If you aren’t prepared to tie each action with a result, then culture won’t make a difference. More Posts - Website Follow Me: The post The 5 Customer Leadership Competencies Every CCO Must Embrace appeared first on Customer Experience Consulting.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Experience Investigators by 360Connext

OCTOBER 16, 2014

Underscoring cultural or contextual stereotypes and not even realizing it. Consider the -isms and -ia that might be alive and well within your culture. Language, culture and community are nuanced and living organisms. Consider this: Showcasing images representing one kind of person only – in stock photos.

Culture 259

Culture Social Media Consulting Blog 259

Experience Investigators by 360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Culture is so much more than a buzzword! A customer-centric culture is where innovation and imagination around the customer experience live. Is that odd? My 3 buzzwords: Engagement.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Social Media 282

Social Media Consulting Customer Engagement Customers 282

BirdEye

MARCH 17, 2023

In such cases, small business consulting services can help businesses streamline their operations, reduce the workload, and improve overall efficiency. In this article, we’ll explore the world of small business consulting and how you can become a successful small business consultant to help business owners get the most out of their business.

Consulting 98

Consulting Social Media Financial Sales 98

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

They are active in building a community and doing creative things to showcase their employees, culture and growth. More Posts - Website Follow Me: The post 3 Inspired Ways to Increase Customer Loyalty appeared first on Customer Experience Consulting. Care about your relationships enough to view them as such, not as transactions.

Loyalty 272

Loyalty Banking Social Media Consulting 272

Experience Investigators by 360Connext

FEBRUARY 9, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Image credits: kenteegardin , Raphael Quinet via Creative Commons license.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Experience Investigators by 360Connext

OCTOBER 29, 2014

Do we live in a throwaway culture? Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. A little can go a long way.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

eglobalis

MARCH 30, 2025

Likewise, cultural differences make survey responses inconsistent across regions; a neutral score in one country might indicate dissatisfaction in another. and even sentiment from conversations their consultants have with client stakeholders. support ticket trends (are issues increasing or decreasing?),

Banking 326

Banking NPS B2B Social Media 326

Experience Investigators by 360Connext

DECEMBER 17, 2014

Do they to reflect a customer-centric culture? Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Make sure they do.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. More Posts - Website Follow Me: The post 5 Customer Experience Fails that Make Entrepreneurs Suffer appeared first on Customer Experience Consulting.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

MARCH 23, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

Insurance 237

Insurance 2014 Social Media Consulting 237

Experience Investigators by 360Connext

JANUARY 7, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Blog Culture Customer Experience Featured c-suite leadership linkedin'

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

BlueOcean

MARCH 24, 2025

Establish Reporting & Analytics Expectations Reporting and analytics are essential for creating a culture of continual improvement. Schedule a consultation now. The contact center SOW will outline exactly what and how often metrics are to be reported and analyzed. Get that SOW right, and youre on the road to success.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

CloudCherry

MARCH 8, 2019

Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. Lynn is an Executive Presence and Business Image Consultant with over 30+ years of experience in Customer Experience. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

CX University

OCTOBER 31, 2024

Mauricio Alanís brings over 15 years of experience transforming organizations into more customer-centric cultures across Mexico and Latin America. About Mauricio Alanís: Mauricio Alanís is a leading CX consultant for over 15 years transforming organizations to a more customer centric culture in Mexico and Latin America.

Net Promoter Score 97

Net Promoter Score Customer Experience 2022 2024 97

Experience Investigators by 360Connext

JUNE 3, 2015

In this case, the call center manager was simply reflecting the data-driven culture of the company. appeared first on Customer Experience Consulting. The superstar saw a truly customer-centric solution and made it happen in a low-tech way. Image credits: unsplash.com , Tim Green aka atoach , EfrénCD via Creative Commons license.

Customer Service 283

Customer Service Call Center Social Media Consulting 283