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7 Leaders in Finance and Tech Share What They Wish They Knew Before Embarking on Their CX Journey

Customer Bliss

Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. As the going gets rough and you’re in the trenches with CX transformation, this list will be a friendly reminder with advice to help keep your head in the game.

Finance 51
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Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett

Customer Bliss

A big CX undertaking for Christine was a “Deliveries That Make you Smile” project. With support of the C-Suite, Christine was also able to have a finance team be a part of the process. With all of the various parts of CX transformation, you’ve got to focus on a big initiative that you can rally your whole team behind.

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CX Wisdom You Need to Know From 6 Leaders in B2B Organizations

Customer Bliss

The CX leaders who have been guests on my podcast, always stress the importance of maintaining relationships with internal and external stakeholders in order to advance the work. Get on the phone, handle escalations, shadow someone - @lexir #CX #CustExp Click To Tweet. CX #CustExp Click To Tweet. CX #CustExp Click To Tweet.

B2B 68
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Improving Customer Experience in Banking: 7 Promising Trends

PeopleMetrics

Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. To help banks improve their CX, this article will answer foundational questions about CX in banking and explore seven promising trends in the field: What is customer experience in banking? Ease of use.

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Best of the Podcast 2018: Defining Patient and Customer Experience at Cedars-Sinai Hospital

Customer Bliss

He spent three years here traveling the country meeting with hospital executives all the way from HR to IT to finance. His C-Suite was receptive to the plan because they already had previous knowledge of some of the CX challenges from Alan’s initial feedback presentation. CustomerExperience #CX Click To Tweet.

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6 Bonus Myths of Journey Mapping

CX Journey

Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. For example, think about buying a car: sales isn’t the only person/department involved; financing, service, parts, etc. Buyer personas and CX personas are one and the same. are also involved in the experience.

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Customer experience, whose business is it?

Lumoa

However, the back-office functions, like HR or Finance are involved into CX very seldom. Although, the situation progressed massively during the last 10 years, alignment of CX activities across the whole organization still shows up to be a problem. State of CX Management by Temkin. That's fair.