ECXO

APRIL 5, 2021

Alan, what is your take on a big CX Transformation Programme as a Strategy? When I was asked to share my views on this topic it felt familiar, I have been asked this before by clients and prospects, by CX Practitioners and CEO’s and my answer is always the same. It doesn’t work!! Image Headway, Unsplash. Become a member today.

CX Transformation 156

CX Transformation CX Start-ups B2B 156

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.

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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.

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CX Transformation CX AI Technology 141

eglobalis

SEPTEMBER 19, 2024

A disengaged workforce can stall even the best-laid transformation plans, whereas motivated employees can propel companies to achieve not only operational goals but also enhanced customer experiences (CX). Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 263

Customer Experience Innovation CX Customer Satisfaction 263

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.

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CX Transformation CX Innovation 105

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.

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CX Transformation CX Engineering Voice of the Customer 54

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. Still, the largest chunk (20%) sit in Information Technology (IT). Be wary of it.

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CX CX Transformation Government Start-ups 130

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.

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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.

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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.

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CX Transformation CX Innovation Customer Experience 46

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. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. I used to be afraid of something changing too fast or thinking there was too much risk involved. About Alvin Stokes.

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CX Transformation CX NPS Entertainment 72

Knowmax

MAY 4, 2023

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

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CX Transformation CX Customer Service 52

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. As a CX leader, you cannot, nor should you, do everything. My Execs Don't Get It!

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CX Transformation CX Start-ups Customer Experience 71

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.

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CX Transformation CX Customer Expectations Customer Experience 52

Customer Think

DECEMBER 15, 2022

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

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CX Transformation CX 52

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.

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CX Transformation Technology Technology CX 49

ECXO

MAY 11, 2023

They know that CX maturity is not an end game. But, as we discussed in a recent post, there is still work to do in Europe to improve CX maturity and transition to customer-centric models. You must first have a clear understanding of your current level of CX maturity in terms of your CX,your products and services design.

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Customer Journey Map CX Transformation CX Social Media 156

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. Delivering superior CX (speed, accurate authentication; engaging with virtual assistants).

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Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

CX Journey

OCTOBER 21, 2014

In this post, I share details about Your Most Important #CX Training Tool. Involve employees in customer experience design and improvement rather than imposing or forcing it on them. Here’s a post I wrote about Kotter’s change management model that might give you some additional ideas: 8 Steps for Customer Experience Change Management.

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CX Transformation CX Customer Journey Map Customer Experience 64

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Experience Investigators

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. I’m seeing too many CX leaders who are not given the right authority or influence they need to be successful.

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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. Your dedication to innovation, service, and human connection continues to set the standard for the travel/hospitality and CX industry.

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Hospitality Hospitality Touchpoint Contact Center 52

CX Journey

FEBRUARY 14, 2018

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 is not a standalone effort Listen. It's all CX! You started years (not months - it's a journey - it takes time!) What's the reason for that?

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CX Transformation CX Voice of the Customer Customer Experience 46

Customer Bliss

MAY 17, 2016

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

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CX Transformation CX Actionable Insights B2C 32

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.

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CX Transformation CX Start-ups Sales 54

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. When it comes to #CX work, be sure to think things through.

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CX Transformation E-commerce CX Data Mining 51

CX Journey

FEBRUARY 12, 2015

Then, having done that, let’s turn back to address the three questions posed from a CX perspective… 1. For years, CX practitioners on all sides (researchers, consultants, and clients) have striven to understand and improve the customer experience - but what is that, really? How can it NOT be about me? What are we doing wrong, then?

Gaming 68

Gaming CX CX Transformation NPS 68

Lumoa

MAY 19, 2020

While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Choosing the right CX vendors is a challenge because there are so many options on the market.

CX 97

CX CX Transformation Customer Experience Start-ups 97

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. Many B2C CX practices have become universal. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of usual "order in three clicks", they have to call.

B2B 113

B2B B2C CEM Customer Experience 113

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

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

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

Customer Bliss

SEPTEMBER 27, 2018

In today’s episode, Lucy and I talk about how they define customer success and customer experience at Genesys and how she’s been leading the CX transformation in the organization. Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. CX #CustExp Click To Tweet.

CX 89

CX CX Transformation Government Management Consulting 89

Customer Bliss

JULY 26, 2018

He’s been uniting leaders, the C-Suite, and silos across 17 executive branch agencies, in efforts to improve IT functions and streamline CX for the agencies that serve Colorado’s citizens. 3 Steps to Initiating A CX Communication Strategy. CX #CustExp Click To Tweet. CX transformation is not a one-time effort.

Government 44

Government CX Transformation CX B2B 44

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.

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Omnichannel Construction CX Transformation Customer Service 147

Beyond Philosophy

APRIL 21, 2021

In this episode, we speak with Jason Ten-Pow , President of ONR CX and author of the new book UNBREAKABLE: A proven process for building relationships with customers , about how to build deeper and profitable relationships with customers. 27:35 Ten-Pow reveals the key to implementing successful CX Transformation processes: Pace.

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CX Transformation Management Consulting CX Customer Experience 78

Execs In The Know

APRIL 8, 2024

After all, in an era where unpredictability reigns supreme – particularly for customer experience (CX) leaders – the relentless pursuit of change can be exhausting and disorienting. At the Junction of Acceleration & Uncertainty The roadblocks of transformation often reside where acceleration and uncertainty meet.

CX 52

CX CX Transformation Technology Technology 52