ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Equally important is visible sponsorship.

CX Transformation 339

CX Transformation B2B CX Government 339

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 258

CX CX Transformation B2B B2C 258

Lumoa

MAY 21, 2018

However, the back-office functions, like HR or Finance are involved into CX very seldom. Although, the situation progressed massively during the last 10 years, alignment of CX activities across the whole organization still shows up to be a problem. Turns out, the job of finances is no longer hidden from consumers.

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

Customer Bliss

MARCH 22, 2018

As the going gets rough and you’re in the trenches with CX transformation, this list will be a friendly reminder with advice to help keep your head in the game. Transforming CX in Financial Services, with Claudiu Coltea. When leading CX work, putting the spotlight on others truly changes everything.

Finance 51

Finance CX CX Transformation Healthcare 51

Customer Bliss

JANUARY 12, 2018

With support of the C-Suite, Christine was also able to have a finance team be a part of the process. She explains that this was such an important part of the journey because the finance team was able to help them prove different solutions that would positively impact the bottom line.

Customer Experience 66

Customer Experience Finance CX Transformation CX 66

Lumoa

MAY 21, 2018

However, the back-office functions, like HR or Finance are very seldom involved in CX. Although the situation has progressed massively during the last 10 years, the alignment of the CX activities across the whole organization still appears to be a problem. Turns out, the job of finances is no longer hidden from consumers.

Customer Experience 60

Customer Experience Invoicing Finance Net Promoter Score 60

CX Journey

SEPTEMBER 19, 2017

Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. For example, think about buying a car: sales isn’t the only person/department involved; financing, service, parts, etc. Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come!

CX Transformation 48

CX Transformation Finance Start-ups Touchpoint 48