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

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

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

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 401

Customer Experience Innovation CX Omnichannel 401

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

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

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

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

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

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

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 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

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

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

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

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

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

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

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 234

Customer Experience Innovation CX Customer Satisfaction 234

Customer Think

JUNE 26, 2024

Podcast Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President of CX Transformation at Dish.

CX Transformation 45

CX Transformation CX Customer Loyalty 45

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

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

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

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.

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CXM Customer Experience CX Transformation CX 98

CallCare

MAY 9, 2023

Read on to find out how you can transform customer experience, at the same time as streamlining processes within your business. What is customer experience transformation? Customer experience (CX) transformation is the practice of optimising each and every customer interaction with your company.

Customer Experience 52

Customer Experience CX Transformation Omnichannel Innovation 52

CX Network

SEPTEMBER 9, 2021

Winner of Best CX Transformation at the CX Elite Awards 2021, Allianz, on how to successfully execute CX transformation.

VOC 52

VOC Customer Feedback CX Transformation CX 52

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

Execs In The Know

APRIL 8, 2024

When businesses implement a human-centered design (think of it as an approach that prioritizes your customers’ and employees’ needs, behaviors, and preferences), they can accelerate their CX transformation journey while encouraging collaboration and continuous feedback.

CX 52

CX CX Transformation Technology Technology 52

Experience Investigators

JANUARY 30, 2024

About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect. Tune in for a thought-provoking session that promises to leave you with a fresh perspective on AI’s role in our lives and a renewed passion for excellence in customer experience across all sectors.

CX 52

CX Government Manufacturing CX Transformation 52

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more.

Contact Center 97

Contact Center Social Media Hospitality Hospitality 97

SurveySensum

SEPTEMBER 14, 2020

Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. . Which is why Digital CX Transformation is required. The businesses that were in the digital CX transformation phase have fast-forwarded their progress.

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

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 B2C CEM Customer Experience 113

eglobalis

NOVEMBER 3, 2024

These companies have proven that the journey to CX transformation is ongoing and requires continuous learning, feedback loops, and an unwavering commitment to customer understanding. The cases of Siemens, Infosys, and NEC demonstrate the tangible benefits of a mindset shift from rigid frameworks to adaptable, personalized strategies.

CX 435

CX B2B Innovation Sentiment Analysis 435

Customer Bliss

APRIL 12, 2019

Monica shares that she found her purpose doing customer experience work, and after creating a new customer-driven culture in her prior position at JEA (an electric utility company), she was looking forward to leading a CX transition from the ground up. 3-Stage Approach to A New CX Transformation.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Logicalware

AUGUST 18, 2023

Three reasons why you can’t afford to miss it: Embrace AI-powered CX transformation: In today’s rapidly evolving business landscape, AI-driven transformation is rewriting the rules of customer experience. Elevate ’23 is not just an event, it’s your gateway to actionable insights and tangible results.

AI 52

AI CX Artificial Intelligence CX Transformation 52

Customer Bliss

DECEMBER 29, 2017

As a part of his broader plan to define CX communication strategies and training within the company, Jason outlined specific CX principles to present to other leaders and staff. 4 Lessons Learned During a CX Transformation. What have you learned when it comes to CX transformation? Don’t do that.

CX Transformation 44

CX Transformation CX Business Growth Customer Experience 44

Futurelab

MARCH 20, 2022

There are a lot of foundational elements that should be in place for the success of the transformation, including establishing a governance structure. This structure stands in the form of committees, which must be cross-functional in order to avoid siloed efforts overtaking the CX transformation work.

CX 130

CX CX Transformation Government Start-ups 130