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. Governance mechanisms should be put in place early, led by leadership.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

MARCH 11, 2025

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Below is a step-by-step approach.

B2B 310

B2B CX CX Transformation Net Promoter Score 310

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

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Empathy – the ability to put yourself in another person’s shoes – is a necessary trait for CX Designers.

CX 307

CX Customer Journey Map CX Transformation Government 307

ECXO

MAY 11, 2023

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. Leading by example – Ericsson and DHL These steps above are crucial to make a success of your CX transformation.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

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

1 to 1

APRIL 10, 2025

Read full version here: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.

B2B 26

B2B CX CX Transformation Net Promoter Score 26