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Creating Fans, Not Just Customers: Metro Bank’s Journey to Customer-Centricity

InMoment XI

They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach. They placed a premium on personal connections while adapting to excel in online channels, ensuring a seamless transition for customers.

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We Want To Be Customer-Centric: Now What!?

Experience Investigators by 360Connext

“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?

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How Aegon Is Reaping the Benefits of Customer Centricity

InMoment XI

Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth. Keep reading for the top takeaways: 3 Key Takeaways From the Presentation: Takeaway #1: Be BOLD Set out to create a customer-obsessed culture, and get there!

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The Customer-Centric Compass

CSM Magazine

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme.

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Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. How to improve agent performance and manage their expectations.

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Connecting People: The Key to Customer Centric Leadership

ijgolding

However senior I seemed to become, the less connected to leadership I appeared to be. I had been led brilliantly for those years by inspiring people who worked hard to connect people – to connect their people to the purpose of the organisation. What can be done to recreate the connection? I was excited about the future.

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How to Improve Customer Centricity in Hospitality

C3Centricity

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. But in today’s connected world it also needs to consider people who are currently strangers – but could potentially become guests. Customer demands are constantly evolving and we need to keep up with the changes.

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3 Reasons Why 93% Of CX Initiatives Fail––And How to Overcome Them

With most companies slow to adopt a truly customer-centric approach, organizational and technological silos are mostly to blame for the uphill battle.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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The Modern Customer Success Playbook

The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it.