TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

APRIL 15, 2025

Customer experience leadership is not just about gathering insightsit’s about securing genuine organizational buy-in. This approach earned Capital One the Global CXPA Impact Award, recognizing their success in driving tangible business outcomes through customer experience initiatives.

Leadership 143

Leadership 2025 Voice of Customer Events 143

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered.

B2B 400

B2B Customer Experience Customer Centricity Omnichannel 400

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 aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree.

Leadership 283

Leadership Culture Customer Centricity 2019 283

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Designed on DALL-E or MidJourney; all rights reserved to ECXOorg.

E-support 526

E-support Innovation Customer Centricity Loyalty 526

Experience Investigators by 360Connext

OCTOBER 11, 2024

Online chatbots can now manage many support interactions without the customer needing to call in if they don’t want to! I often encounter those who think of customer service and customer experience (CX) as interchangeable ideas. But customer service and customer experience aren’t the same thing.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

eglobalis

SEPTEMBER 19, 2024

A disengaged workforce can stall even the best-laid transformation plans, whereas motivated employees can propel companies to achieve not only operational goals but also enhanced customer experiences (CX). Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 310

Customer Experience Leadership Innovation Workshop 310

Experience Investigators by 360Connext

FEBRUARY 26, 2015

Imagine how often I hear words being used with the best of intentions , but not tied to anything remotely related to the actual customer experience. “The Year of the Customer” …or other such labels for a new customer experience project. Is next year going to be “The Year of the Ex-Customer?”

Customer Centricity 250

Customer Centricity Customer Journey Mapping Social Media Consulting 250

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

eglobalis

SEPTEMBER 11, 2024

While it is widely recognized that employees play a crucial role in shaping customer experience (CX), their impact on innovation is often less clear. How Employees Impact the Ability of Your Company to Deliver a Better and Really Innovative Customer Experience All images are designed by DALL-E, with all rights reserved to ECXO.org.

Innovation 469

Innovation E-support Culture Customer Centricity 469

eglobalis

APRIL 6, 2025

Customer Experience and Ease of Doing Business B2B buyers increasingly expect consumer-level simplicity and speed. Firms that make interactions effortlessfrom onboarding to supportcan significantly boost customer retention. link] Case study: Building a customer-centric B2B organization.

Contact Center 299

Contact Center B2B Competitive Advantage 2023 299

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Ready to set up for success?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

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 aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree.

Leadership 227

Leadership Culture Customer Centricity 2019 227

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. What to Look for in a Customer Service-Focused MBA Before choosing an MBA, its useful to identify key elements within a program that align with your goals.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But if you’re not careful, these steps may sabotage customer experience, leading to more customers complaining, leaving, then telling their 10 zillion Twitter followers why your company (and you) stink! Watch out for these sneaky ways typical business methods lead to customer defection. Worry about your guys.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

MAY 20, 2015

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Unhappy customers will harm your brand.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. Catch up on your reading.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. Understanding customer touchpoints is essential to delivering a superior customer experience. Infographic: Emotion is the Experience.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. The best organizations spend plenty of time considering how to deliver exceptional experiences. Create or revise your customer experience mission statement. Does the tone and messaging match your customer experience mission? Let’s go!

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. In the era of digital transformation and customer-centric strategies, organizations must shift toward a more collaborative and integrated structure. The result?

2020 469

2020 Customer Journey Mapping Culture Innovation 469

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging?

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

eglobalis

JANUARY 28, 2025

I also had the privilege to meet Ray Gerber , the senior advisor of the European Customer Experience Organization ( ECXO.org ) , face-to-face for the first time. Ray is truly one of the pillars of ECXO.org, and it was an enriching experience to finally meet him in person as everyone during the event.

Books 195

Books Customer Centricity Events 2019 195

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. Leadership Must Have Consistent and United Behaviors. Behavior 1: Unite the Leadership Team.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. This practice is echoed by thousands of companies around the world.

NPS 480

NPS Feedback Net Promoter Score B2C 480

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. The right people understand how to deliver a customer experience that’s meaningful.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Customer Feedback and Insights. Keep your Customer Experience Mission Statement top-of-mind by including this statement as part of the template for the meeting agenda. . Did we live up to our Customer Experience Mission?

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

CSM Magazine

APRIL 18, 2025

Soft2Bets journey offers important lessons for any organization aiming to build stronger, sustainable customer relationships. Lets explore the strategies that have fueled Soft2Bets customer-centric success, and how you can bring these same principles into your own company to drive lasting growth.

Customer Centricity 52

Customer Centricity Culture Competitive Advantage 2025 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

InMoment XI

NOVEMBER 21, 2024

For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs. VoC insights help businesses make data-driven decisions for customer experience (CX) improvements. The data shows what features to prioritize to enhance customer perception.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Then let’s dive right in! Stage Two, The Fence.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Then let’s dive right in! Stage Two, The Fence.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

eglobalis

SEPTEMBER 28, 2024

Take, for example, some small Toyota dealerships in Bavaria, Germany, where experiences have highlighted a significant gap in understanding customer experience, loyalty, and service excellence among some family-owned businesses. This erodes trust between the brand and the customer.

Automotive 492

Automotive Loyalty Return on Investment Transportation 492