CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

Experience Investigators by 360Connext

MAY 11, 2021

Governance and Discipline. None of this matters without Governance and Discipline. Are there any words LESS appealing than governance and discipline? Customer experience is supposed to be fun and focused on customers – do we really need to talk about governance? THIS is why governance is so critical.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

InMoment XI

AUGUST 25, 2023

You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership. These could include factors like data security standards, cultural alignment, or specific service offerings that are indispensable for your organization.

How To 260

How To ROI Net Promoter Score Measurement 260

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. Why governance?

Industry 40

Industry Government Leadership Healthcare 40

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. Diversity makes good business sense, but it must be paired with an inclusive culture.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

North Highland

FEBRUARY 6, 2019

One of the key topics discussed was data governance, particularly for Departments of Transportation. Three key trends we are seeing in data governance include: Just like in the private sector, DOTs are recognizing the need to establish a Chief Data Office and/or hire a Chief Data Officer. People are the key to data governance.

Government 49

Government Data Transportation Policies 49

ECXO

JUNE 11, 2023

Speth went on to say that “to deal with those issues we need a spiritual and cultural transformation”. With a Customer Centricity governance framework (‘Value’) comes visibility, and accountability. But I was wrong. The top environmental problems are selfishness, greed, and apathy.”

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

Magellan Solutions

JULY 13, 2021

Government Tasks & Why E-services Are Needed For Them. Governments and businesses not familiar with communicating a constantly changing message of this magnitude grappled with solutions. But after some time, it was realized that it is indeed a better way for citizens and the government to communicate effectively. .

Government 40

Government System e-support Social Media 40

BlueOcean

OCTOBER 23, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? Describe your governance model including details on senior management involvement on our account.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Vonage

SEPTEMBER 15, 2017

Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it. Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Here are the top CX tips we have learned along the way: 1.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Heart of the Customer

FEBRUARY 19, 2015

I can consistently predict their future success when the conversation moves to governance. Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience. The post Not ready for customer experience governance? We […].

Government 60

Government Customer Experience Culture Leadership 60

BlueOcean

JANUARY 20, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? How have you worked to maintain culture despite remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Daniel Group

MAY 25, 2023

Governance is typically the word used to define the essential work that senior managers must do to ensure CX success. Governance provides clear direction for CX by: Setting a clear future outcome(s). It is an ongoing process that really is more about changing the company culture. Cultural change takes time and effort.

Government 52

Government Culture Touchpoint Customer Centricity 52

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. Quicken Loans stabilized its workplace culture with a strong employee referral program. Quicken Loans.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Experience Investigators by 360Connext

AUGUST 22, 2023

Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. That’s how customer experience becomes embedded in your company’s culture. At the customer level, consider data like purchase history, issues or tickets submitted, referrals made, and attendance or participation in your events and training.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

West Monroe

SEPTEMBER 4, 2023

Listen to "The Chief Digital Officer’s Role in Disruption & Culture" on Spreaker. The distinction to me is simple: Thinking of aspects like governance, performance, and capability to move fast. How do culture and purpose show up in your day-to-day at e.l.f About the episode Ekta Chopra, e.l.f.

Culture 52

Culture e-support Innovation Loyalty Programs 52

ijgolding

MAY 6, 2020

The aim was to achieve this by putting the development of a genuine customer centric culture at the forefront of everything the bank did. governance. The main objective was – by placing the CX mission in the centre of the banks thinking – to help customers to concentrate on and realise the most important things in their lives.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar listed 3 different phases that were instituted internally to unite the teams and leadership in navigating this work.

Leadership 175

Leadership Culture Government B2B 175

CX Journey

JUNE 17, 2019

In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) There needs to be leadership from the top, but a grassroots groundswell is also required for the transformation effort not to stall.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling. It’s the department-spanning nature of customer experience that is precisely why governance is so important to innovation.

Government 29

Government Innovation Customer Experience Consulting 29

Russel Lolacher

JANUARY 4, 2021

How do you prepare your organization’s culture to fully embrace digital transformation? I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject. Stoic – remove ego from your leadership.

How To 83

How To Culture Government Leadership 83

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Only a culture of stakeholder-centricity can be defined in that way.

Culture 83

Culture Company Customer Centricity Travel 83

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Data 56

Data Leadership Company Culture 56

Bizagi

DECEMBER 13, 2018

There’s a particular tension in highly regulated industries such as financial services and healthcare where the need for governance and compliance creates a barrier to agility. LEADERSHIP: Think about how you could restructure your team, and even your board around the results that you want to achieve. Sound familiar?

Culture 40

Culture Healthcare Leadership Government 40

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling.

Government 26

Government Innovation Customer Experience Consulting 26

Customer Bliss

MAY 31, 2018

The pillars he created were: strategy, customer understanding, design, KPI, governance, and culture/people engagement. While leading this customer experience work for Linde Italy, Antonio developed a 6-pillar framework to start implementing the program. Get a Real-Time View of Customer Chats and E-mails.

B2B 107

B2B Industry Leadership Conference 107

CSM Magazine

NOVEMBER 2, 2023

Prior to this she held leadership roles at British Gas, Scottish Widows and Standard Life. Ben Jones, Chief Commercial Officer at Sigma Connected Group said: “Lesley is a first-class addition to our leadership team and brings the expertise, passion and vision which is vital as we continue with our global growth strategy.

Groups 52

Groups Connections Leadership Government 52

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. 4. Management and Leadership Interactions. Extend these observations to the company’s leadership team. 5. Culture.

Contact Center 159

Contact Center Culture Leadership Engagement 159

SurveyGizmo

JULY 27, 2021

However, 30 percent of corporate leaders worry about maintaining their corporate culture without people in the office. Employees wanted a more flexible approach to work remotely with over 80 employees writing a letter to leadership expressing their thoughts and desire to be asked. Map out a timeline to set expectations for employees.

Guidelines 98

Guidelines Policies Government Travel 98

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. This simple statement signified the beginning of an authentic relationship between DTE workers and leadership, which continues to generate value for the company today.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Gainsight

APRIL 4, 2023

Leadership also observed the system fatigue that resulted from employees having to administer processes among all of the tools. Leadership was sensitive to the tactical and emotional impact of the change. Previously, their TAM organization operated out of several systems.

Management 52

Management Leadership Customer Centricity eBook 52

Vonage

OCTOBER 2, 2017

Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it. Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Here are the top CX tips we have learned along the way: 1.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

CX Journey

JANUARY 31, 2018

Your outcomes may be customer retention, account growth, new business through referrals, culture change, etc. If company leadership isn't on board with the change, then forget it; it won't happen. Develop a governance structure. Stand up a group of culture ambassadors. And establish the burning platform. They get it.

CEM 164

CEM Management Government Culture 164

QuestionPro Audience

MARCH 30, 2018

Therefore, expect some very accurate but pointed questions to you by leadership when campaigns or studies miss the mark. A perfect example today could be: Are you planning on watching Black Panther , a film that is both culturally impactful and record-breaking? We should not reduce government Skynet research.

Survey 207

Survey Government Marketing Data 207