How to Build a Customer-Centric Culture for Highly Effective Teams
When we look at how to build a customer-centric culture, we must look inside the organization first. True customer centricity happens when an organization masters group dynamics to harnesses the…
How to Build Customer-Centric Culture
Before we address how to build customer-centric culture, let’s examine the terminology: what culture is and what it is not. Culture is not executives talking about high level strategy. Equally,…
Why You Need Culture Not Call Center Training for Customer-Centric CX
If the organization does not understand what customer experience is, you will not get the funding or organizational support you need to build customer-centric experiences.
5 Ways Customer Experience Consultants Keep Customer Promises
Customer experience is the follow-through on brand promises across every interaction. Some organizations assume the importance of customer experience is limited to commercial brands. This is far from true. In…
The Biggest AI Mistake Most companies are Making
Much of AI news focuses on the importance of regulation, data risks, and intellectual property debates. And of course there is the rally cry “AI is coming for our jobs.”…
How to Get Enough Funding for CX Initiatives
Delivering impactful customer experience programming starts with making the business case for customer experience to executive leadership. This is a straightforward objective. However, it requires strategy, clarity, education, and communication…
How Hospitality Can Save Tourism
Travel experience experts need to remember why people travel. For most tourists, it is all about the destination. The destination is why you leave home. Before you make the decision…
How to Overcome Hospitality Industry Challenges by Empowering Employees
If you are a hospitality industry leader, or a leader in another business sector who has been reading about the industry, you have encountered some grim statistics. It is true….
Exceptional Customer Experience: Driving ROI Year-Round
CX ROI Webinar Liliana Petrova, Founder and CEO of The Petrova Experience, and Debbie Jackson, Senior Consultant at Eventus Solutions Group, share insights on how to reach new heights. Overcome…
Exceptional Customer Experience: Driving ROI Year-Round
Liliana Petrova, Founder and CEO of The Petrova Experience, and Debbie Jackson, Senior Consultant at Eventus Solutions Group, share insights on how to reach new heights. Overcome challenges and build…