Customer Strategist Journal

Ready to leap into the future of CX? ?? Discover the latest trends and strategies shaping the future of customer experience in our newest issue of Customer Strategist Journal. Featuring insights from industry leaders across various sectors, this issue provides valuable knowledge to help you stay ahead of the curve. Don't miss out. Subscribe to the Customer Strategist Journal to unlock the potential of your business: https://lnkd.in/enYfPMHi

Often when we talk about customer experience (CX), there's not one simple definition. Who owns #CX at your company? And what does that mean for how your organization operates? Share your thoughts in the poll and comments.

?? How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes B2B companies that excel at customer experience (CX) achieve stronger customer retention, higher revenue growth, and lower service costs. But driving a successful CX transformation requires more than isolated fixes—it demands a strategic, company-wide shift. Here are three key elements to get it right: ?? 1. Leadership Commitment and Vision CX transformation starts at the top. Strong executive sponsorship is critical to align teams, secure resources, and drive accountability. Companies that succeed define a clear CX vision—like becoming the easiest partner to work with—and align it directly with business goals. An executive steering committee ensures progress and removes roadblocks, keeping the program on track. ?? 2. CX Strategy Aligned to Business Goals A successful CX strategy isn’t about making customers happy—it’s about driving measurable business outcomes. Leading companies define specific goals like reducing churn, increasing share of wallet, or improving retention—and link CX improvements directly to these outcomes. Prioritizing high-impact customer journeys ensures that effort and investment drive maximum business value. ?? 3. Building a Customer-Centric Culture CX success hinges on employee buy-in. Companies that foster a customer-first mindset—through training, storytelling, and performance incentives—see higher engagement and faster adoption of CX initiatives. Making customer impact visible through dashboards and success stories reinforces the importance of customer-centricity at every level. ?? Want to dive deeper? Check out the full article here: https://lnkd.in/d7sMuu9a #customerexperience #cx #CXprogram #cxtransformation

In the latest video, Cara Rosner, Senior Writer at The Customer Strategist Journal, dives into the key trends shaping CX in 2025. ?? From AI-driven personalization to evolving customer expectations, watch now and read the full issue to uncover actionable insights for your strategy: https://lnkd.in/ePhvVir6

Northwell Health is redefining patient experience with a Culture of C.A.R.E., leadership-driven CX, physician empathy training, and culinary excellence. A hospital experience that soothes all five senses. Read the full article here: https://lnkd.in/epMWVCpH

?? The travel & hospitality industry is a prime target for fraud—high transaction values & complex booking patterns make it vulnerable. Read our latest issue to learn what CX leaders should look for, and how they play a pivotal role in preparing for digital fraud ahead of the busy summer travel season. #FraudPrevention #TravelSecurity #HospitalityTech

The CX game is changing fast ?? —loyalty is harder to earn, AI is transforming service, and seamless experiences are a must. Wes Humphrey breaks it all down. Read his insights here: https://lnkd.in/eifGdNgN

?? AI is evolving beyond just a buzzword—it's driving true personalization. Elizabeth Glagowski, Editor-in-Chief of The Customer Strategist Journal, explores how autonomous AI agents are reshaping CX. Read her insights here:?https://lnkd.in/egmWSgs4

Retailers, don’t get left behind ?? Amy McDonnell, Senior VP of TTEC, explains how AI is the game-changer for your CX strategy. Learn how to turn challenges into opportunities in her latest article: https://lnkd.in/eyyhwatR

CX leaders know what they want to achieve in 2025: more personalized interactions greater efficiency through automation and AI seamless omnichannel experiences a deeper connection with their customers. Hear directly from companies - from retailers to service providers - about how they plan to level up CX in the new year. | Read the article here: https://lnkd.in/g6SJbKxK