eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Despite these hurdles, the payoff of successful CX transformation is immense.

CX 242

CX CX Transformation B2B B2C 242

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

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. This is a five-level model that ranges from ad-hoc to transformational. The model assesses a company’s maturity in six key areas: customer understanding, measurement, governance, strategy, design, and culture.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

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

Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

CX Journey

FEBRUARY 8, 2017

Image courtesy of Steve Bowbrick What do the first 90 days on the job look for a brand new CXO or VP of CX? Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software. If you missed our conversation, you can f ind it on their site. Let me expand a bit.

Education 50

Education CX Transformation Government CX 50

SurveySensum

JULY 14, 2020

Additionally, she is an Adjunct Faculty at the Rutgers executive education MBA program, Contributor of the Forbes, Harvard Business Review and Hemispheres Magazine, and Host of the podcast The Modern Customer Podcast and The Be Your Own Boss. LinkedIn : [link]. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132