Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Experience Investigators by 360Connext

JANUARY 5, 2021

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Six Ways to Actively Build a Customer-Centric Culture: 1. Assure your customer experience mission is defined and communicated.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Experience Investigators by 360Connext

APRIL 21, 2015

Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. This customer-centric focus is becoming more critical as new generations change how they shop.

B2B 285

B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

DECEMBER 10, 2024

Lets examine the foundation you need to prove the ROI of your CX investments and unlock a flywheel of innovation, helping you more quickly align your organization, identify areas for improvement, and gradually expand your resources to accomplish more than ever. Saying were customer-centric is not a strategy.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. McKinsey’s latest research reveals that companies effectively combining these three elements outperform their peers by an astounding 85% in sales growth and more than 25% in gross margin.

Innovation 62

Innovation Leadership Insights 2025 62

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

OCTOBER 17, 2018

We aim for an exceptional “journey” for our customers but are only referring to marketing. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. It means building a customer experience WITH your customers, not just for them.

Leadership 227

Leadership Culture Customer Centricity 2019 227

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

MAY 3, 2024

Companies that prioritise understanding and meeting customer needs stand poised to thrive in a constantly changing marketplace. Foot Locker stands out as a beacon of innovation and customer-centricity. From sales to digital, every team leverages customer feedback to drive operational improvements.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

eglobalis

JULY 31, 2024

Here are seven examples from companies across different continents that showcase the impact of MarTech: Short Cases: Vodafone (Europe) Oracle’s CX Cloud Suite helps Vodafone enhance customer interactions through integrated sales, marketing, and service solutions. MarTech will help your company and customers stay ahead of the curve.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. How to Improve Customer Centricity in Hospitality. How to Measure Customer Centricity the Right Way.

Customer Centricity 111

Customer Centricity Article 2020 Hospitality 111

ProProfs Chat

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Alida

DECEMBER 4, 2017

Many people associate Cadillac with the yesteryears—back to the era of Marilyn Monroe and Elvis—but not with the innovation leaders of today. In the last few years, we’ve been rethinking our approach so that drivers become aware of our innovations and get behind the wheel of a Cadillac today and for years to come. At least not yet.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

Alida

AUGUST 16, 2016

That’s why, to remain viable, companies need to build stronger customer relationships. Online customer communities allow businesses to authentically engage and forge a more meaningful bond with customers. Communities reduce business costs and drive sales. Companies need instantaneous feedback and insight.

2015 0

2015 Social Media 2012 2019 0

Experience Investigators by 360Connext

MARCH 8, 2021

This is where understanding the right learning path for overall customer experience excellence can be very powerful. Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. What does a seamless, easier experience look like for our customers?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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. In addition, Thompson is a popular keynote speaker, blogger, and the author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Customer experience management means caring about the employees who are designing, delivering and driving customer journeys. It also means tapping into their ideas around innovation for the customer experience. . There are literally dozens of ways customer experience pays off in real business results.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

TechSee

MAY 21, 2019

Emotion analytics can be used to pick up on a customer’s tone and mood, and to classify it with the right priority to the right agent. For example, an angry customer might be routed to the customer retention team, and a happy, satisfied customer might be routed to the sales team to be pitched a new product or service.

Innovation 137

Innovation Customer Experience Contact Center B2C 137

Experience Investigators by 360Connext

JANUARY 7, 2025

Define the CX Strategy elements we explored above, including a customer-centric vision statement and measurable CX goals. Why are you starting on this journey of customer experience? What do you believe it will do for your business outcomes and customers?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Integrity Solutions

JULY 24, 2024

One of the most critical areas where small businesses can gain a competitive edge is by investing in their teams’ development, particularly through sales training. The Fundamental Element Sales Training Often Overlooks Sales training is often deployed with a focus on product knowledge, process, selling skills and techniques.

Sales 100

Sales Roadmap Culture Presentation 100

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. And she took 6th place in one of the major amateur events during the climbing competition.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

Experience Investigators by 360Connext

MAY 20, 2015

They are the innovators. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. Customer experience is a new department , focus or strategy and leaders need a resource. Customer-centric Culture & Communications.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

InMoment XI

JUNE 5, 2024

This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. Innovation – Following the Lexalytics acquisition, InMoment led text analytics innovation, which is recognized with industry awards.

2024 195

2024 Social Media Innovation Document 195

CSM Magazine

APRIL 9, 2025

This year, BOC proudly won a Bronze Stevie Award, recognized in the esteemed “Thought Leadership in Customer Service” category at the Stevie Awards for Sales & Customer Service. This recognition reflects BOCs unwavering commitment to excellence and prioritizing our customers.

Leadership 52

Leadership Net Promoter Score Customer Service 2013 52

Experience Investigators by 360Connext

DECEMBER 11, 2014

They need customers. The hunt of the sale is very appealing, and the high that comes from gaining marketshare is pretty compelling. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Below is a partial list of field service influencers who challenge the industry to up its game by innovating through technology or process improvements to improve service delivery.

2023 41

2023 Management Automotive Leadership 41

Alida

JUNE 23, 2017

This move isn’t the company’s first foray in the grocery business—in the past, it introduced innovations like AmazonFresh, a delivery service, and Amazon Go, a register-less, grab-and-go store—but it is undoubtedly the biggest and most consequential to date. Contrary to popular belief, Amazon’s biggest competitive advantage is not innovation.

Retail 153

Retail Competitive Advantage 2013 Customer Centricity 153

InMoment XI

APRIL 3, 2023

only hearing from one type of customer), or a lack of actionable insights. Here’s an example: Previously, we sent a post-sales survey to buyers after our sales team closed a deal. As companies move toward more automated, impersonal interactions, I’d argue that live customer interviews are more important than ever.

Touchpoint 195

Touchpoint Customer Centricity NPS Feedback 195

CX University

JANUARY 2, 2025

If your competitors adapt faster to meet customer demands, you risk falling behind or being overstretched to keep up. 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

Experience Investigators by 360Connext

APRIL 30, 2015

After unsubscribing, there’s still someplace to go and a chance to make a sale. Instead of the generic “You will no longer receive…” confirmation page, Michaels offers a link to their sales page. Customer feedback is vital when it comes to creating the best experiences, but getting it is a challenge! Great move!

Brands 266

Brands 2013 2014 Retail 266

CSM Magazine

OCTOBER 15, 2024

.” – Chris LoCurto “Your customer doesn’t care how much you know until they know how much you care.” ” – Damon Richards “Your most unhappy customers are your greatest source of learning.” ” – Simon Sinek “The customer’s perception is your reality.”

Customer Experience 52

Customer Experience Loyalty Programs Advertising Culture 52

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Want more customers?

2016 162

2016 Customer Experience E Commerce Insurance 162

Alida

AUGUST 26, 2016

In The Enterprise Guide to Online Communities , Tyler Douglas, chief sales and marketing officer at Vision Critical, identifies four different types of communities: 1. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs.

Social Media 167

Social Media 2015 Innovation 2014 167

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. MX gives customers a greater degree of choice over how they interact with a brand.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

C3Centricity

DECEMBER 10, 2024

Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. The campaigns 7% sales increase demonstrates the power of personalisation in driving purchases. Why It Matters Livestream shopping is expected to reach $35 billion in US sales by 2024.

2025 108

2025 Consumers Competitive Advantage 2024 108