Experience Investigators by 360Connext

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth. Technology and Tools.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

CX Journey

JULY 27, 2017

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. For our customers? So, question everything.

Policies 146

Policies Innovation Video Employee Experience 146

CX Journey

JUNE 17, 2019

In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. This just doesn't work.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

Forrester's Customer Insights

DECEMBER 20, 2019

Corporate culture matters because it provides the framework for what and why employees and managers prioritize business objectives and how they go about executing them. Transformation depends on this adaptive workforce that drives and defines the organization.

Culture 40

Culture Management Customer Change Employee Experience 40

CX Journey

AUGUST 19, 2014

Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? Are we afraid to change? Or afraid of change? Companies change. Employees change. Customers change. We''ve always done it that way ?"

Policies 162

Policies Culture Employee Experience Video 162

CX Journey

AUGUST 16, 2016

Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership. And then ask themselves if they "qualify."

Company 80

Company Leadership Culture Touchpoint 80

Maru/HUB

JUNE 25, 2018

According to new research from Accenture, UK companies that fail to maintain customer relevance could forfeit over £100 billion in coming years due to new innovative and agile rivals leveraging smart technologies. Finally, organisations should rewire the culture of their workforce to support new technologies.

Company 45

Company Customer Experience Study Customer Experience Professionals 45

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

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Customer Alignment

OCTOBER 2, 2017

“ Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” If its value is recognised, why don’t more organisations learn from CX leaders and strive to deliver more consistent, predictable and enhanced experiences for their customers?

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

ProProfs Chat

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. So, when you think of satisfying your customers, you need to ensure that: Your operators are empathetic towards the customers.

Tips 82

Tips Customer Service Social Media Chatbots 82

Helen Dewdney

APRIL 6, 2019

Online retailer tackles perceived abuse by online customers. ASOS changes in terms and conditions. ASOS has changed its returns policy. In a move that some might consider to be customer unfriendly, it has made significant changes to its returns policy. It’s the culture now and firms like ASOS feed into that”.

Policies 40

Policies Social Media Fashion Retail 40