Customer Institute

Your one-stop companion for everything CX! Join the world's largest & most comprehensive online platform for CX Professionals — The Global CX Community! 🌍 Sign up here today! 👇 https://lnkd.in/dRvfKzFA #CustomerExperience #CustomerCentricity #CX #CustomerCentric #EX #EmployeeExperience

As part of another episode of Suite Success, Senior Marketing & Brand Executive Dana Khoury Eid, shares her insights on the crucial relationship between CX and Marketing, and dissects the intricacies of CX from her functional point of view in the Full Episode. Dana emphasizes that Customer Experience and Marketing must work hand in hand to truly succeed and that although marketing can raise awareness and create campaigns, it's the seamless integration with CX that ensures every customer interaction aligns with the brand's promise. She discusses how constant communication, shared data, and understanding customer personas are vital for aligning marketing strategies with the customer journey. This collaboration not only enhances the brand experience but also avoids the pitfalls of working in silos, leading to better outcomes for both teams. Watch the FULL Episode here in the Global CX Community 👇 https://lnkd.in/dTS_gY7W The Suite Success series is aimed at offering a fresh perspective on Customer Experience through the eyes of seasoned leaders from various fields and industries. Moderated and hosted by Director Qaalfa Dibeehi, the series delves deep into the strategies and worldviews that shape successful CX practices today — offering outside-in insights that are both transformative and actionable! #CustomerExperience #CX #CustomerCentricity #CustomerCentric #Marketing #CustomerJourney

Here we go with the first speaker announcement for our Global Conference! Alec Dalton whose background ranges from operating luxury hotels to holding various corporate positions with industry leaders including The Ritz-Carlton Hotel & The Walt Disney Company — now joins us to share his insights & groundbreaking ideas on 12th November in his talk: Experience Quality: 3 Objectives & 4 Steps to 5 Stars! Whether you are looking to attend it on-site or virtually — you can get up to 60% off as a member of our Global CX Community here! 👇 https://lnkd.in/daYMZJ2X Don't forget to share this with members of your network so they don't miss out and can benefit too! #CustomerExperience #CX #CustomerCentricity #CustomerCentric #CXConference #CXEvent

Tickets for the first Customer Institute Global Conference are out now! Whether you are looking to attend it on-site or virtually — you can get up to 60% off as a member of our Global CX Community here! 👇 https://lnkd.in/daYMZJ2X Don't forget to share this with members of your network who you think would benefit from this opportunity as well! We are already announcing speakers as the conference aims to gather hundreds of CX professionals from around the globe. Join us to share, discuss, and learn from expert-level content and explore groundbreaking ideas that challenge the status quo! #CustomerExperience #CX #CustomerCentricity #CustomerCentric #CXConference #CXEvent

After assessing the state of CX in B2B, some key findings were uncovered: → B2B and B2C companies have different priorities as they develop their CX programs. Characteristics that are common to B2B companies result in disjointed experiences for customers. → B2B companies rely heavily (perhaps too heavily) on frontline employees to deliver a positive customer experience. The research also provides a series of recommendations in response to these findings, along with insights from an Experience Management (XM) firm, Walker advisors, and other CX professionals. It offers practical advice to help B2B companies, whether they are just now planning their CX journey or are already on the path to CX maturity. Sign Up & Read it here for FREE in our Global CX Community 👇 https://lnkd.in/dsADDbK4 #CustomerExperience #CustomerCentricity #CX #EmployeeExperience #CustomerStrategy #CustomerCentric #CXResearch

Experience Operating System (XOS) is the evolution of experience management, integrating customer and employee experiences into the core of business operations! Unlike traditional methods where each business unit works in isolation to develop strategic plans, XOS advocates for a unified approach. This means aligning all aspects of the organization — both customer-facing experiences and internal processes — under a cohesive strategy. By guiding and influencing the organization's strategy holistically, XOS ensures that every part of the business, from experience journeys to behind-the-scenes service design, is interconnected and optimized. Join the pro membership of our Global CX Community to watch the full recording as Diane Magers explains this in detail in a recent webinar🌟 OR sign up here for free to catch all the future webinars live! 👇 https://lnkd.in/dSC62EMY #CustomerExperience #CustomerCentricity #CX #XOS #ExperienceOperatingSystem #CustomerCentric

As part of the Suite Series in our Global CX Community, Digital/UX Senior Director Paolo Barbesino, shares his unique perspectives and dissects the intricacies of CX from his functional point of view. He highlights the contrast between UX and CX, emphasizing that while Customer Experience is often viewed as an aspiration measured by customer satisfaction & NPS — User Experience on the other hand involves detailed work and perspiration. Paolo discusses how CX professionals sometimes fall short in their design efforts compared to the rigorous standards of UX, and he critically examines the industry's focus on product sales over genuine customer service. Watch the FULL Episode here in the Global CX Community 👇 https://lnkd.in/dWEg-c-V The Suite Success series is aimed at offering a fresh perspective on Customer Experience through the eyes of seasoned industry leaders. It is moderated & hosted by Director Qaalfa Dibeehi and delves deep into the strategies & worldviews that shape successful CX practices today — offering outside insights that are both transformative and actionable! #CustomerExperience #CX #CustomerCentricity #CustomerCentric #UX #UserExperience

We are excited to announce the newest addition to our Board of Directors, Ledi Lapaj! 🎉 Ledi is a passionate Customer Experience (CX) professional dedicated to driving customer-centric transformation. Her expertise spans the entire CX spectrum, including customer acquisition, retention, engagement, and marketing strategies. By leveraging omnichannel strategies, gamification, and organizational change — Ledi has driven sustainable results: managing over 1.5 million subscribers and generating over $100 million in revenue 🌟 As a speaker and published author with significant influence across the Middle East & Europe, she is dedicated to sharing best practices and fostering a customer-centric culture within organizations. We are confident that Ledi's contributions will significantly enhance our mission of advancing customer experience globally as our Global CX Community grows! Welcome aboard, Ledi! 🙂 #CustomerExperience #CustomerCentricity #CustomerCentric #CX #CustomerAcquisition #CustomerRetention

The Global CX Community is 500 strong now with your support! Welcome Padma as our 500th member! 🎉 We'd like to thank each of you for bringing this community here today and making it a vibrant & collaborative CX space! Together we thrive! #CustomerExperience #CustomerCentricity #CX #CustomerCentric #CXCommunity

Chatbots will be part of customer interactions more than ever in the future. As a result, the humanization of chatbots at the right level is crucial for enhancing Customer Experience. Prof. Dr. Susanne O'Gorman, shares the importance of simulating human dialogue by incorporating elements like turn-taking, turn initiation, and grounding — to foster a sense of humanness, strengthen the bond with the brand, and positively impact customer loyalty and recommendations! For full webinar recording, join the Pro Membership of our Global CX Community. Or sign up for FREE to catch all the future webinars live! 👇 https://lnkd.in/dJ6seGwv #CustomerExperience #CX #CustomerCentricity #CustomerCentric #Chatbots #AI #CustomerService