InMoment XI

AUGUST 18, 2022

In our latest webinar, “Designing, Actioning, and Realizing a ROI-Focused CX Program,” two of our esteemed experts, Jim Katzman and Eric Smuda, break down the truth behind common difficulties in proving the ROI of customer experience—and discuss why surveys alone do not create ROI. It is important to share your wins!

ROI 557

ROI Customer Experience Effort Score Financial 557

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer Centricity 98

Customer Centricity Strategy How To Customers 98

ECXO

MAY 25, 2023

link] By becoming a member, you’ll have access to all our actual and previous digital events and articles, including this webinar, and you can also follow us on LinkedIn for updates: [link] During this webinar, you’ll have the opportunity to learn a variety of valuable skills and techniques, including: 1.

Culture 52

Culture Customer Centricity Metrics Financial 52

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. That said, customers should consent to be contacted in such cases.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

Peter Lavers

MAY 18, 2021

Our founding director Peter Lavers will be participating in the next Truth Customer Loyalty webinar on 2 June, 2pm BST. You are invited to join Truth’s CEO Amanda Cromhout as she debates with Peter, who is a renowned Customer Management and Customer Experience consultant and influencer.

Loyalty 52

Loyalty Culture Consulting Data 52

Peter Lavers

JULY 7, 2021

Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. How can loyalty programmes better factor in and recognise length of customer tenure into their rewards and benefits? You can listen to the webinar by clicking here.

Loyalty 52

Loyalty ROI Culture Data 52

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer Centricity 52

Customer Centricity Strategy How To Customers 52

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer Centricity 52

Customer Centricity Strategy How To Sales 52

Experience Investigators by 360Connext

OCTOBER 1, 2019

Ways to Learn and Be Inspired: Watch a Webinar. Check it out to find on-demand webinars with experts from all over the world, including me! Watch: Building (and sustaining) a Customer-Centric Culture. Curious about what it takes to build a customer-centric culture? Looking for more webinars?

Case Study 137

Case Study Customer Centricity Culture B2B 137

CustomerSuccessBox

MARCH 17, 2022

That’s exactly the shift from a product-centric approach to a customer-centric approach ! A shift from “Product-centric approach to Customer centric approach”. More specific to the needs of a customer. A customer-centric approach cares about the customer over a product.

Customer Centricity 52

Customer Centricity Social Media Metrics Customers 52

Kerry Bodine

JULY 31, 2018

This morning I delivered a webinar called The Business Case for Service Design , part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. I started out by sharing a Venn diagram with my thoughts on the relationship between User Experience, Customer Experience, and Service Design. Isn’t UX a superset of CX?

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. The first wave of customer experience professionals have had to create our own paths. Why do we do this?

Social Media 146

Social Media How To Culture Customer Centricity 146

AskNicely

AUGUST 17, 2018

In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach. Here’s the big one: customers are always beautifully, wonderfully dissatisfied. As a brand, Amazon strives to give an experience that is a solid example of customer-obsessed culture from the top down.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Qualtrics

SEPTEMBER 12, 2019

Building a customer-insights program that allows companies to listen and then act on customer feedback is essential, but isn’t easy. To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on insights. Celebrate great customer service.

Customer Centricity 24

Customer Centricity Culture Exercises Customer Service Representative 24

Gainsight

DECEMBER 18, 2019

When you sit in a company’s entrance, you get exposed to the business’ culture. Nearly every company I’ve seen has a value around “customer centricity” or “customer obsession” or “the customer is #1.” How to go beyond culture: Industrialization.

Culture 64

Culture Industry Customer Success Customer Centricity 64

Experience Investigators by 360Connext

JULY 14, 2020

Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? to discuss how we could all prepare ourselves and to answer your customer experience questions.

Customer Experience 143

Customer Experience Customer Journeys Customer Centricity Culture 143

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. This is a law for the “non-Customer centric” organizations. Can you legislate a critical part of serving your Customers well in this way? It is critical to gain Customer’s trust in data Security.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

Beyond Philosophy

JANUARY 16, 2018

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.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Culture 83

Culture Company Customer Centricity Travel 83

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Confirmit

APRIL 18, 2019

And certainly no impact on business culture. in this webinar, as they answer questions including: - How can key methodologies such as Customer Journey Mapping help companies to perform better? - Can governance of the customer experience help to drive customer-centricity? - Voice of the Customer Webinars.

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journeys Company 40

CX Journey

MAY 31, 2018

Image courtesy of Pixabay Rather than thinking customer-centric, how about thinking people-centric? While customer experience strategies must include a priority focus on the employee experience (i.e., Many companies actually believe that they can improve the customer experience without improving the employee experience.

Company 105

Company Culture Employee Experience Leadership 105

Optimove

APRIL 6, 2019

Become an Independent Marketer Webinar. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. Learn how you can achieve independence through data accessibility! Marco Tiso.

Data 40

Data Marketing CRM Customer Centricity 40

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Confirmit

SEPTEMBER 20, 2018

And certainly no impact on business culture. in this webinar, as they answer questions including: How can key methodologies such as Customer Journey Mapping help companies to perform better? Can governance of the customer experience help to drive customer-centricity?

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journeys Company 40

CX Journey

JULY 5, 2017

Image courtesy of Pixabay Customer focus. I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?" at what cost?

Customer Focused 138

Customer Focused Customer Centricity Policies Culture 138

Optimove

MARCH 27, 2019

Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. Working with Optimove has really changed our mentality, our culture, our approach to CRM and customer marketing.

Data 40

Data Marketing CRM Customer Centricity 40

Zeisler Consulting

FEBRUARY 16, 2021

He and his leadership team talked a good game about Customer centricity, and the rest of the team seemed (at least from his perspective) to be on board with that. The organization led by the CEO above has a (albeit not necessarily robust) Voice of the Customer program.

Customer Centricity 72

Customer Centricity Culture Leadership Survey 72

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Company 160

Company Customer Centricity Leadership Consulting 160

ECXO

APRIL 14, 2023

This webinar will discuss the following points and will answer your questions that you can post upfront below on our Linkedin main event page. How do you express natural empathy in engagement B2B in different cultures? How can your culture adapt? Carlos, is a passionate customer-centric leader with love for data and innovation.

B2B 52

B2B Engagement Consulting Culture 52

CX Journey

SEPTEMBER 12, 2017

And with that thought in mind, I prepared and presented a webinar with/for Fuel Cycle a couple weeks ago titled, Insight to Advantage: Driving Action with Your Customer Data. It covers the five steps you'll need to go through to yield the advantages that a customer-centric and customer-focused culture delivers.

Analysis 106

Analysis Customer Centricity Culture Feedback 106

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. Not all mind you, but enough that I knew it wasn’t a culture where I wanted to hang about.

Culture 60

Culture Sales Net Promoter Score Case Study 60

Beyond Philosophy

NOVEMBER 15, 2017

A few things, but one of the most significant is the way an organization’s culture is centered. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. This concept is difficult for many organizations.

Customer Centricity 126

Customer Centricity Customer Journeys Consulting Culture 126

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Learn more about how to create a company-wide culture of customer centricity in our ebook, Creating a Company-Wide Culture of Customer Centricity.

Management 52

Management Leadership Customer Centricity eBook 52

Doing CX Right

SEPTEMBER 13, 2020

There are many answers to this question, but one that is common across all industries relates to company culture. Creating a customer-centric culture does not happen automatically or overnight. It requires an engaged workforce and an executive champion at the top who reinforces the importance of customer experiences.

Social Media 72

Social Media Culture Customer Journeys Customer Centricity 72

Experience Matters

JANUARY 7, 2016

Report : Creating and Sustaining a Customer-Centric Culture. Provides best practices for engaging employees in culture change. Post : 100 Customer Experience Tips in 105 Characters (Or Less). Video : People-Centric Experience Design. Webinar : CX Trends for 2015 (Year of the Employee).

Employee Engagement 120

Employee Engagement eBook B2B Tips 120