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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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Customer-Centric Culture Barriers and Ways to Address Them

Experience Investigators by 360Connext

“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.

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Six Ways to Actively Build a Customer-Centric Culture

Experience Investigators by 360Connext

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . In a word, it all comes back to the culture. Sometimes the customer-focused “way” is seen as a brand within a brand.

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Why Journey Maps?

Kerry Bodine

Journey maps have become one of the most popular tools for understanding and improving customer experiences. Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular? So why journey maps ?

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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. But where do you start?

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Keeping a Customer-Centric Culture During Social Distancing

Experience Investigators by 360Connext

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

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Customer Journey Mapping in the Contact Center

BlueOcean

As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. That’s why customer journey mapping in the contact center is essential to understand how the customer experience is built at every touchpoint.

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. In this webinar, you will learn to: Build a customer-centric culture.