CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Here are five things that PwC proposes you do.

Culture 83

Culture Leadership Exercises Groups 83

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 283

Leadership Culture Customer Centricity Report 283

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. This year’s innovations reveal a powerful range of the best approaches to improve your customer operations” explains Paul Smedley, Founder and Chair, The Forum. RS Components – Enabling cultural change.

Innovation 40

Innovation Conference Case Study Culture 40

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 Report 227

Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. She explains that Microsoft’s culture looks different in every country, which is another factor to consider when implementing a CX transformation. CustomerExperience #CX Click To Tweet.

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

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. The post How technology can drive a customer centric culture: 3 true stories appeared first on Techsee.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

C Space

MARCH 7, 2019

Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. For Phil, a typical day at work includes a lot of listening, several cups of coffee, and plenty of culture revamping. Culture is fluid.

Culture 80

Culture Apparel Retail Advertising 80

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. Tiffany & Co.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

One Millimeter Mindset

DECEMBER 10, 2018

Workplace collaboration is a professional development and innovation strategy. As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question. 2 Ways We create unforgettably Innovative Customer Experiences. How a Customer Experience Culture leverages Collaboration.

Innovation 65

Innovation Customer Retention Consulting Culture 65

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C. Tell real stories.

Innovation 145

Innovation Feedback Customers Engagement 145

Lumoa

DECEMBER 19, 2023

In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. This award-winning AI technology, launched in 2018, has assisted almost 32 million clients with daily financial tasks. This is particularly challenging when dealing with sarcasm, irony, or cultural nuances.

Analysis 208

Analysis Social Media Trends Feedback 208

CX University

MAY 16, 2023

Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

Experience Matters

MARCH 26, 2018

On May 15th, I’ll be speaking at Medallia’s Experience 2018 in Long Beach, CA. The content at the event is arranged into four themes: Demonstrating CX Impact, Evolving CX Programs, Driving Culture & Accountability, and Inspiring CX Innovation.

Innovation 136

Innovation Culture Connections Customer Experience 136

CSM Magazine

NOVEMBER 29, 2017

Capitalising on a strong foothold in Europe’s customer contact community 2018 will be bigger, more innovative and interactive than ever before. CCW Europe 2018 will be educational, practical & unforgettable! And that’s not all….

Innovation 40

Innovation Leadership Culture Customers 40

Confirmit

JANUARY 23, 2019

In the recent report “Three Culture Practices For Long-Term Customer Centricity”, by Forrester Research, Inc., To achieve a culture focused on the customer, CX leaders must: Build an org structure that reinforces customer centricity. Analyst, Sam Stern breaks it down into simple terms we can all understand.

Customer Centricity 40

Customer Centricity Culture Innovation Report 40

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. Javits Convention Center, NRF is one of the largest and most anticipated retail events each year, and showcases the latest in retail customer experience trends and technology innovations. Taking place in New York City at the Jacob K.

Retail 49

Retail Customer Experience Innovation Conference 49

Magellan Solutions

MARCH 13, 2024

However, it’s essential to acknowledge that both strategies have challenges, including cultural differences, data security risks, communication obstacles, and quality control issues. They turned to an innovative startup in Ukraine regarding advanced research and development for home security systems.

Tips 105

Tips Culture e-support Communication 105

Oracle

DECEMBER 11, 2019

As 2019 draws to a close and a new year and a new decade are nearly upon us, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key innovations in AI that made a splash in 2019 and set the stage for future innovation in 2020 and beyond. AI changes how we manage our money.

Innovation 52

Innovation Sports Financial Healthcare 52

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture. First, read and re-read this blog post.

Customer Experience 59

Customer Experience Culture Customers Strategy 59

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

ShepHyken

FEBRUARY 19, 2018

My Comment: What I like about this article is that it is a reminder that creating a customer-focused culture, and that includes customer service and CX, starts with the top in the C-Suite with leadership defining the CX vision. The post 5 Top Customer Service Articles For the Week of February 19, 2018 appeared first on Shep Hyken.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Organizations are finally recognizing they cannot afford to ignore their most important asset—their customer. That’s where Customer Success comes into play.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

Russel Lolacher

APRIL 20, 2021

It’s like having your very own company culture radio station. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. As new staff join your organization, podcasts are an informal and accessible entry way into the culture of your organization.

Engagement 122

Engagement Culture Entertainment Communication 122

C3Centricity

APRIL 17, 2018

And that it involves a culture change to move the organisation in this direction. Several key leadership qualities were found, including being ruthlessly customer-centric, data-driven, innovative, collaborative and agile. Being Innovative. Innovation is the life-blood of every successful business. Not a lot in many cases.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Customer Experience 97

Customer Experience Customers Innovation Culture 97

ijgolding

JANUARY 28, 2018

James and I had a long conversation about a book he will be publishing in 2018 – entitled, ‘Put Your Customers Second’, he will be telling a story that makes a compelling case for ensuring that you do right by your employees first, so that they in turn are able to delight your customers. Step 5 – Innovate & Co-Create.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Prophet

DECEMBER 21, 2018

Prophet’s Top 15 Blog Posts of 2018 In case you missed any of these the first time around, […]. The post Prophet’s Top Blog Posts of 2018 appeared first on Brand and Marketing Consultancy | Prophet. Throughout the year we share insights, ideas and inspiration on our blog: Prophet Thinking.

Consulting 45

Consulting Brands Consumers Strategy 45

Vonage

JANUARY 30, 2019

Technology-Enabled Innovation. In addition to the standard set of customer engagement frameworks the industry is accustomed to choosing from, expect to see service design led innovations from disruptive vendors and ambitious in-house teams. The other is the interchange between live and virtual assistance. New Teamwork Now Needed.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

CloudCherry

SEPTEMBER 18, 2018

For example, underscoring the importance of CX in building company culture, beating the competitors or leaving a long-lasting legacy are all impactful strategies for influencing executives. . When: Wednesday, September 25th, 2018, 9 am PST . Attend 14 Hacks to Creating a CX Business Case . Read her full bio here.

Financial 150

Financial Measurement Leadership Resources 150

Clarivate

JANUARY 19, 2024

The Chinese economy’s future hinges on innovation, prompting increased investment in R&D in strategic technology areas such as AI, wireless communication, and biopharmaceuticals. This will also influence the start-up culture, entrepreneurship, and exchange of information among innovators, thus stimulating new ideas and technologies.

Industry 59

Industry Wireless Trends Financial 59

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Real will also focus on expanding Strativity’s reach across the broad portfolio of clients within LRW Group, which acquired Strativity in early 2018. “We

Groups 98

Groups Consulting Leadership Innovation 98

Experience Investigators by 360Connext

JUNE 25, 2019

According to Salesforce’s 2018 Trends in Customer Trust report, 93% of customers are more likely to recommend a company they trust over those they don’t. How are you supporting your long-time clients with better outcomes and innovative ideas? Your culture matters more than you might think. It’s still personal.

B2C 137

B2C B2B Customer Experience Culture 137

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. This just doesn't work. Employees have to come first.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Currency Alliance

MAY 31, 2018

How many innovative ideas do you have to improve your area of the business? I’d say if it’s less than about eight, you are a manager and not an innovator. But innovation – and in particular, digital disruption – is now spelling the difference between the businesses that succeed, and those that fail. Innovation as a policy.

Innovation 40

Innovation Company Loyalty Policies 40

Currency Alliance

MAY 31, 2018

How many innovative ideas do you have to improve your area of the business? I’d say if it’s less than about eight, you are a manager and not an innovator. But innovation – and in particular, digital disruption – is now spelling the difference between the businesses that succeed, and those that fail. Innovation as a policy.

Innovation 40

Innovation Company Loyalty Policies 40

CX Journey

MAY 2, 2018

Image courtesy of Pixabay Have you seen Jeff Bezos' annual shareholder letter for 2018? Each year the letter is filled with strategy lessons about customer experience, employee experience, leadership, innovation, and culture. Culture = values plus behavior. They never say "that's not my job."

Leadership 116

Leadership Culture Fashion Innovation 116