eglobalis

MARCH 30, 2025

The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. Likewise, cultural differences make survey responses inconsistent across regions; a neutral score in one country might indicate dissatisfaction in another.

Banking 326

Banking NPS B2B Social Media 326

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! 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. Customer or Company Mission?

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. Understanding.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. Customer-centric cultures are built from the top and the bottom within an organization. After all, your competitors could introduce the very offering which woos your customers away!

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

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. She’s a judge and mentor for the Harvard Innovation Labs and a professional advisor at the Martin Trust Center for MIT Entrepreneurship.

2024 143

2024 Banking Books Customer Centricity 143

Experience Investigators by 360Connext

OCTOBER 2, 2024

No matter how innovative or truly useful your product or service is, one thing will always separate successful companies from the rest: Customer experience (CX). For those who need CX support, there is a key resource available: Customer experience consultants. A few ways that CX consultants can help include: Goals. Measurement.

Consulting 143

Consulting Customer Experience Leadership Customers 143

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Here are 5 ways these online to offline innovators are offering the next wave of the omnichannel experience. Customers want to know your culture. Warby Parker is a favorite example of mine because they deliver such exceptional and innovative experiences for customers. Customers today want to shop how they want.

Omnichannel 258

Omnichannel Retail Social Media Culture 258

Beyond Philosophy

MARCH 8, 2019

Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. However, when people have a unique experience with innovative service, they talk, post, and tweet about it all the time.

Innovation 133

Innovation Consulting Loyalty Reference 133

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Companies that develop a culture of continuous insight-gathering and sharing can make smarter, more informed decisions at all levels. Does your Insight Development Process need an upgrade? The result?

Innovation 62

Innovation Leadership Insights 2025 62

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. It’s an intriguing look at how online reviews, our far-reaching networks and rapid innovation are changing the results of market research. Then you encourage discussion.

Books 273

Books Customer Experience Net Promoter Score Culture 273

Experience Investigators by 360Connext

MAY 20, 2015

They are the innovators. 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. They are the visionaries.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

JUNE 24, 2015

What would life be like if operations were around customer experience and innovation ? Proactive Experience Reliability and Innovation. 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.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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? Transformation.

Leadership 227

Leadership Culture Customer Centricity 2019 227

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? 3 Ways to Avoid Professional Complacency in 2021.

Innovation 120

Innovation 2021 Leadership Consulting 120

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

CX University

OCTOBER 31, 2024

This innovative program, designed for Spanish-speaking professionals, offers comprehensive training in the five domains essential for excelling in the field of Customer Experience. Mauricio Alanís brings over 15 years of experience transforming organizations into more customer-centric cultures across Mexico and Latin America.

Net Promoter Score 97

Net Promoter Score Customer Experience 2022 2024 97

Experience Investigators by 360Connext

AUGUST 6, 2024

Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees.

2024 310

2024 Entertainment Books Culture 310

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. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. We all see the […].

Customer Focused 110

Customer Focused Innovation Workshop Customer Centricity 110

Beyond Philosophy

SEPTEMBER 11, 2014

Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. I would argue that this is true of Bank of America.

Banking 138

Banking Culture 2003 CEM 138

Experience Investigators by 360Connext

JANUARY 14, 2025

By investing in innovation and recognizing the strategic importance of customer experience, we can elevate it to the forefront of business initiatives, driving not only success but fostering a better world by alleviating customer frustrations.

Consulting 143

Consulting Customer Journey Innovation Communication 143

Beyond Philosophy

FEBRUARY 20, 2020

Their organizations are a representation of the people the founders are, and as you can imagine, their cultures reflect that. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Follow Colin Shaw on Twitter @ColinShaw_CX.

Innovation 162

Innovation Social Media Technology Brands 162

Experience Investigators by 360Connext

JULY 6, 2015

Innovation is “owned” by one part of the organization who doesn’t have any contact with customers. I’ve witnessed leaders bragging about their innovation labs and creative geniuses who are sequestered away in some cool part of the office. .” The customer does not care who owns their issue.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

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

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

2023 207

2023 Contact Center Leadership Hospitality 207

Experience Investigators by 360Connext

JUNE 1, 2017

It’s not always about the sexy innovation. Stop talking about innovation, and just do it! Karen from Salesforce also talked about innovation, and how challenging today’s pace can be. They believe in co-innovating with customers. They take swift action to test out innovation ideas.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Experience Investigators by 360Connext

JANUARY 27, 2017

Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. And innovation is one […]. appeared first on Customer Experience Consulting. More and more studies show how important the link between employee experience and customer experience really is.

Engagement 181

Engagement Consulting Innovation Employee Experience 181

InMoment XI

NOVEMBER 26, 2024

When you partner with InMoment, you get access to customer experience consulting with practitioners with over 50 years of combined experience that can help you build the best customer experience journey map for your organization.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Experience Investigators by 360Connext

OCTOBER 2, 2018

It can be uncomfortable but also incredibly effective in changing a culture from the inside-out. But the irony, of course, is that the very places that want these types of leaders often already live in a data-centric culture. appeared first on Customer Experience Consulting. What will we do to make sure they really like it?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

Second to None

APRIL 4, 2019

Company culture is a fluid concept from top to bottom. Culture is outlined by leadership, executed by management and embraced by employees. When leaders emphasize work culture, it becomes a priority for managers. Leaders set the tone for the culture of accountability on a daily basis. Sharing is Caring. 1,2] [link].

Culture 83

Culture Engagement Leadership Customer Centricity 83

Experience Investigators by 360Connext

OCTOBER 4, 2017

Who is listening to them and encouraging them to innovate around service? But embracing that tension means innovating to the best possible solution. The best customer service is baked right into the culture. They have great ideas on how to make things better, especially if they’ve relied on workarounds to resolve issues.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

CX University

JANUARY 2, 2025

Rule 7: Build Adaptive CX Cultures Delivering exceptional Customer Experience (CX) requires more than intent; it demands action and adaptability. Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation.

Customer Centricity 52

Customer Centricity Culture Innovation Customer Relationship Management 52

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. You need to do a culture crystallization exercise with employees. But think about your own career.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

One Millimeter Mindset

AUGUST 11, 2021

As a result, value silos easily become their own domains, with their own cultures. Over time, pride of ownership within these domains creates a sense of professional exclusivity within these cultures. From the start, this strategy becomes an innovative way to shift the human dynamics within the most staid organizational cultures.

Innovation 116

Innovation Culture Leadership Events 116

SurveySensum

JULY 14, 2020

Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . She strongly believes that corporate culture and employee experience directly impact customer experience. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132