Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. These leaders set the tone with their words and actions to make customers central to every
WOW… We’ve all experienced it at least once. That moment when something comes into your sphere that you involuntarily open your mouth in that ‘O’ shape and the only word you can produce is ‘WOW’. But have you ever really paused long enough to REALLY notice how you feel in
Effective use of planning and analysis make your CX dreams a business reality Today, as organizations are becoming more open to customer experience advancements and are adopting CX programs as part of their Business Transformation journey, many of us CX professionals face the common dilemma – putting our strategies into
One of the big challenges you face when establishing a CX Program that is supposed to last is getting the funding over time. You can sell CX as a nice idea to management in the first place, because it sounds like the right thing to do, but perhaps a year
Continue readingBuilt to last CX Programs focus on Monetization
Introduction In today’s rapidly changing world, the life insurance industry must adapt to stay relevant and competitive. As technology continues to advance, it’s essential for insurance companies to innovate and leverage the latest tools to provide a seamless customer experience. This article will discuss the various ways in which life
Continue readingRevolutionizing Life Insurance: Enhancing Customer Experience to Drive Growth
Better Customer Journeys Require Improving Your Customer Intelligence With Operational & Experiential Data In an ideal world, customer experience would be built, improved, reviewed, and evolved based on real-time intelligence. This intelligence would include customer feedback, operational measurements, and an overall understanding of the world and marketplace. Yet most of us
A lot of companies miss that a great employee experience leads to a great customer experience. Independently, each function leads to valuable relationships — with customers and employees — but when CX and EX are managed together, they create a unique, sustainable competitive advantage. To do this, companies should
Continue readingWhy Every Company Needs a Chief Experience Officer
This section focuses on the development of a practical action plan to improve the EX in an organization. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear action plan to improve the EX in their
This section focuses on the examination of real-life examples of organizations that have successfully transformed their EX. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the best practices and lessons learned from
This section focuses on the importance of measuring and improving the EX, and provides practical tools and techniques for doing so. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the importance of