eglobalis

JULY 25, 2024

Her success is largely due to the European market’s current focus on fundamental CX concepts like journey mapping, cultural transformation, technology, and strategy, areas in which she excels, complemented by her very engaging and likable personality.

Customer Experience 485

Customer Experience Innovation CX Omnichannel 485

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.

CX Transformation 99

CX Transformation CX VOE AI 99

Customer Think

JUNE 21, 2023

A NEW MINDSET AND A NEW WAY OF OPERATING Leading a customer-experience (CX) transformation requires a new mindset and a new way of operating. As a CX leader, you face the challenge of driving change across every function in the organization.

CX Transformation 96

CX Transformation CX Customer Experience 96

Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right.

CX Transformation 141

CX Transformation CX AI Technology 141

MyCustomer Experience

JANUARY 10, 2023

Firstly, the happiest of New Year’s to everyone, and I hope you all had a wonderful break over the holiday season. As we kick off 2023, our. 10th Jan 2023. By Stuart Dorman Chief Innovation Officer.

CX Transformation 105

CX Transformation CX Innovation 105

CX Accelerator

NOVEMBER 11, 2022

Empathy – the ability to put yourself in another person’s shoes – is a necessary trait for CX Designers. PROJECT/PROGRAM MANAGEMENT When it comes time to turn your CX-transforming initiatives from theory into reality, a project manager will be required. Resource: Leading Change by John P Kotter.

CX 307

CX Customer Journey Map CX Transformation Government 307

Customer Bliss

FEBRUARY 11, 2016

Knowing the corporate sandbox you’re involved in transforming. Attitude Shift Required for CX Transformation. The shifts in your leadership’s thinking and behavior will determine how well the five competencies can be embedded to transform your business. Unite the leadership team. Reward cross-silo collaboration.

CX Transformation 54

CX Transformation CX Engineering Voice of the Customer 54

Zendesk

FEBRUARY 25, 2021

In a report from Forrester, The ROI of CX Transformation, you’ll learn fresh ideas and best practices around how to increase revenue and reduce costs to serve customers. Read the full report, which includes case studies, and learn how to: Quantify CX-fueled financial benefits for your organization.

CX Transformation 52

CX Transformation CX Technology Technology 52

Doing CX Right

DECEMBER 13, 2024

Learn how to defy gravity by challenging norms, embracing change, and inspiring bold leadership to achieve customer experience (CX) success The post Defying Gravity: Leadership and CX Transformation Lessons Inspired by ‘Wicked’ appeared first on Doing CX Right.

CX Transformation 52

CX Transformation CX Customer Experience 52

CX Journey

JANUARY 24, 2017

And that's the reason GMC Software is planning for an exciting virtual event on February 7, 2017, dubbed CX Transformation Day. The title of our virtual presentation is CX Transformation: What Does It All Mean? We'll be talking about the importance of a CX transformation, who benefits, and why.

CX Transformation 46

CX Transformation CX Innovation Customer Experience 46

Knowmax

MAY 4, 2023

The post Guided Knowledge for CX Transformation: Jupiter’s Success Story appeared first on Knowmax.

CX Transformation 52

CX Transformation CX Customer Service 52

Execs In The Know

MARCH 31, 2025

Why Spirit Airlines Turned to AI for CX Transformation The airline industry faces fierce competition, razor-thin margins, and a customer base that expects fast, personalized, and consistent service. Spirit Airlines saw AI as the solution to enhance guest experiences while managing operational efficiency at scale.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Astute

DECEMBER 2, 2020

With CX now a key differentiator between brands, what role do Chief Marketing Officers play in helping their brand meet or exceed ever-growing customer expectations? The post How is CX Transforming the Role of Chief Marketing Officer? appeared first on Astute.

CX Transformation 52

CX Transformation CX Customer Expectations Customer Experience 52

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Customer Think

DECEMBER 15, 2022

Majorel X addresses increasing client demand for an integrated approach to CX transformation.

CX Transformation 52

CX Transformation CX 52

eglobalis

SEPTEMBER 19, 2024

Leadership is one of the key pillars of successful CX transformation. Actionable Items: Visible Leadership Participation: Leaders should be actively involved in transformation projects, demonstrating their commitment to both employee and customer success.

Customer Experience 295

Customer Experience Innovation CX Customer Satisfaction 295

Confirmit

DECEMBER 12, 2018

A couple of weeks back, we headed to sunny Stockholm to chat all things Customer Experience alongside other CX aficionados at the CX Transformation: Nordics event. The event brought together speakers from the likes of Sky, Uber and of course Confirmit, to discuss the transforming CX horizon.

CX Transformation 49

CX Transformation Technology Technology CX 49

Execs In The Know

MARCH 13, 2025

The Triangle of Death and the Road to CX Transformation As captivating as it is to talk about the future, Stokes didnt shy away from the challenges that have plagued the industry. This is personalization at scale, the kind of frictionless service that modern travelers have come to expect.

Hospitality 59

Hospitality Hospitality Touchpoint Contact Center 59

CX Journey

NOVEMBER 15, 2016

I've written several times about the importance of having that executive buy-in and commitment for your customer experience transformation. Kicking the #CX Can Down the Road So You've Got Executive Commitment. My Execs Don't Get It!

CX Transformation 71

CX Transformation CX Start-ups Customer Experience 71

Customer Bliss

MAY 17, 2016

Episode Overview. THE WORLD’S LARGEST CUSTOMER EXPERIENCE EVENT IS BACK.

CX Transformation 32

CX Transformation CX Actionable Insights B2C 32

CX Journey

OCTOBER 21, 2014

Image courtesy of Todd Quakenbush/Unsplash What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? A couple weeks ago, I hosted a webinar with ZenDesk on the seven steps to customer experience heaven.

CX Transformation 64

CX Transformation CX Customer Journey Map Customer Experience 64

CX Journey

JUNE 5, 2019

The good news is that you've embarked on a customer experience transformation journey. Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.

CX Transformation 54

CX Transformation CX Start-ups Sales 54

Uniphore

NOVEMBER 9, 2021

View more episodes of CX Transformed. Defining and achieving business objectives (ROI and bottom-line, contact center metrics, newly defined KPIs). Finding the right balance/optimal level between digital and human interactions. The post Fulfilling Conversational AI’s Promise in Your Contact Center appeared first on Uniphore.

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Customer Bliss

JULY 19, 2018

Before getting into the tactical action plan that she put together for Newegg, Sue shared some general CX transformation wisdom with us. Sue has been leading customer service and experience work for more than 3 decades, and she really knows her stuff!

CX Transformation 51

CX Transformation E-commerce CX Data Mining 51

CX Journey

FEBRUARY 14, 2018

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!)

CX Transformation 46

CX Transformation CX Voice of the Customer Customer Experience 46

ECXO

MAY 11, 2023

Leading by example – Ericsson and DHL These steps above are crucial to make a success of your CX transformation. The European Customer Experience Organization (ECXO) understands the complexities of CX transformation and is here to help. Continuously improve – continuously improve and refine your strategy.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

MyCustomer Experience

JANUARY 10, 2023

Firstly, the happiest of New Year’s to everyone, and I hope you all had a wonderful break over the holiday season. As we kick off 2023, our. 10th Jan 2023. By Joe O'Brien Global Corporate Communications and PR.

CX Transformation 52

CX Transformation CX 52

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of online catalogue, they have to download a pdf or even order a paper brochure.

B2B 113

B2B CEM B2C Customer Experience 113

Sprinklr

JULY 21, 2021

They’re among the most important safety features of our cars, and they’re ripe for CX transformation. Continuing on our “Imagine” series, I look at a product that really hasn’t changed much in the last 70 years — tires. Because so much is riding on your tires. See all CXM Experience podcasts. The CXM Experience LinkedIn Group.

CXM 98

CXM Customer Experience CX Transformation CX 98

Customers That Stick

NOVEMBER 10, 2014

Getting Employee Buy-In for Your #CX Transformation - You’ve constructed the greatest customer experience. Consistency and the Customer Experience - A call for consistency and why it’s so important to the customer. ” 6 tips to help you answer this. Now here’s some insight to get your employees to buy-in to it.

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

CX Network

NOVEMBER 11, 2021

Iain Langridge, product and customer leader at Amazon Games shares his top tips for successful digital transformation.

Gaming 59

Gaming CX Transformation CX 59

Customer Bliss

JULY 26, 2018

CX transformation is not a one-time effort. Often our teams are the only ones doing it because everybody else is caught in the day to day and they can’t see the strategic; so it’s important to stay hopeful and keep fighting. #CX But it's worth it!

Government 44

Government CX Transformation CX B2B 44

Execs In The Know

MARCH 10, 2025

How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. The Moments of Brilliances session showcased real-world CX transformations from Google, Sony PlayStation, Princess Cruises, and Bank OZK.

CX 94

CX AI CX Transformation Artificial Intelligence 94

Beyond Philosophy

APRIL 21, 2021

His book addresses the other 94 percent and the necessary steps they should take for their CX Transformation. Here are few critical moments in the discussion: 05:56 We learn the secret to not getting stuck in a CX Transformation process and losing momentum. Please tell us how we are doing! Complete this short survey.

CX Transformation 78

CX Transformation Management Consulting CX Customer Experience 78

Experience Investigators

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Executives want to see a clear link between CX initiatives and financial goals. They need to hear about progress.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Execs In The Know

MARCH 13, 2025

The Triangle of Death and the Road to CX Transformation As captivating as it is to talk about the future, Stokes didnt shy away from the challenges that have plagued the industry. This is personalization at scale, the kind of frictionless service that modern travelers have come to expect.

Hospitality 93

Hospitality Hospitality Touchpoint Contact Center 93

CX Journey

JUNE 5, 2019

The good news is that you've embarked on a customer experience transformation journey. Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.

CX Transformation 32

CX Transformation CX Start-ups Sales 32