#cxtransformation

[dach-customer-excellence-awards]

DACH Customer Excellence Awards 2024 celebrated in Wiesbaden

This is what it looks like when you bring together some of the most Customer focused people in the DACH Region together.

We think the smiles and faces of some of our Entrants and Judges tell you almost everything you need to know. They all came together from all over the region and Europe here in Wiesbaden.

Everyone in the name of recognizing Customer Excellence through the sharing of real-world initiatives. And of course, spending time together - in person - with some of the most remarkable people out there.

And here some quotes of what participants had to say about our Awards program:

“This one-of-a-kind event brought together the DACH region's top CX minds, celebrating the leaders, teams, and initiatives pushing the boundaries in customer experience. “

“I was in awe of each initiative's dedication to delivering excellence and its focus on creating meaningful connections with customers, partners, and employees.”

“This unique event brought together the leading CX experts of the DACH region to celebrate impressive, customer-centric initiatives.”

We have already begun the planning for the 6th Edition of the DACH Customer Excellence Awards to be held in Wiesbaden on October 17th 2025. 

With our mission statement clear in our minds. The only Awards event put together by CX Experts, with CX Experts for CX Experts.

A big Thank You to everyone - and more pictures are coming soon!!!

@concentrix @dhlexpress11-blog

[demandteq01]

GEODIS, regarded as one of the most prominent companies in the logistics and supply chain management industry, has proved its effectiveness in customer service by receiving the Singapore Customer Experience of the Year award in the Asian Experience Awards 2024. This is why the company has international customers.

[simplebusinesstransformation]

Customer Experience Transformation - Why it's Important

Hey Tumblr fam! 🌐

I'm excited to introduce my latest blog: "Customer Experience Transformation - Why It's Important." 🛍️

In today's fast-paced world, the 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 is truly king, and creating memorable experiences is key.

Here's why you should be diving into this topic:

1️⃣ 𝗦𝘁𝗮𝘆 𝗖𝗼𝗺𝗽𝗲𝘁𝗶𝘁𝗶𝘃𝗲: Businesses that put customers at the heart of their strategy thrive. 🏆

2️⃣ 𝗕𝘂𝗶𝗹𝗱 𝗟𝗼𝘆𝗮𝗹𝘁𝘆: Satisfied customers keep coming back. 🤝

3️⃣ 𝗚𝗿𝗼𝘄 𝗬𝗼𝘂𝗿 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀: Happy customers often mean higher revenue. 💰

4️⃣ 𝗕𝘂𝗶𝗹𝗱 𝗧𝗿𝘂𝘀𝘁: Exceptional customer experiences build trust and loyalty. 🌟

5️⃣ 𝗛𝗮𝗽𝗽𝘆 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀: When customers are delighted, employees are too. 😃

I've poured my heart and soul into this blog, sharing insights, strategies, and real-world examples to help you understand and excel in Customer Experience Transformation. 🚀

Ready to elevate your business game? Dive into the blog and let's chat in the comments section. 📚💬

🔗 Read the full blog here:

Don't forget to sign up for my newsletter for the latest articles, business hints and tips and resources delivered directly to your inbox once a week.

Reblog, like, and share with your followers. Let's spread the word about the power of customer-centric thinking! 🌍💬

[jinactusconsulting]

What strategies can businesses adopt to align their crisis management efforts with their customer experience management for the best results?

Aligning crisis management efforts with customer experience management (CEM) is essential to effectively navigate challenging situations while maintaining a positive customer perception. Here are strategies that businesses can adopt to achieve this alignment for the best results:

Develop a Comprehensive Crisis Management Plan: Create a well-defined crisis management plan that outlines roles, responsibilities, communication protocols, and escalation procedures. Include specific strategies for maintaining positive customer experiences during the crisis.

Prioritize Customer Communication: Ensure clear and timely communication with customers throughout the crisis. Provide updates on the situation, any potential impact on products or services, and steps being taken to address the issue. Transparency builds trust and minimizes customer confusion.

Centralize Information: Establish a centralized platform or channel where customers can access accurate and up-to-date information about the crisis. This can be a dedicated webpage, social media updates, or a customer support hotline.

Empower Customer-Facing Teams: Equip customer support and service teams with the information and tools needed to address customer concerns and inquiries effectively. Training should include empathy, active listening, and clear communication skills.

Personalize Communication: Tailor your communication to the specific needs and preferences of each customer segment. Personalization shows that you understand and care about individual customers' situations.

Provide Solutions and Alternatives: Offer solutions, alternatives, or workarounds to minimize disruptions caused by the crisis. This proactive approach demonstrates your commitment to helping customers despite the challenges.

Leverage Digital Channels: Utilize digital platforms, such as social media, email, and live chat, to engage with customers directly. These channels enable real-time interaction and quick responses.

Gather Customer Feedback: Continuously gather feedback from customers about their experiences during the crisis. Use surveys, feedback forms, and social listening tools to understand their concerns and adapt your strategies accordingly.

Monitor Social Media and Online Sentiment: Keep a close eye on social media platforms and online discussions related to the crisis. Respond promptly to customer feedback, addressing both positive and negative sentiment.

Incorporate Customer Suggestions: Use customer feedback and suggestions to make necessary adjustments to your crisis management approach. This demonstrates that you value their input and are actively working to improve their experiences.

Maintain a Positive Tone: Even in challenging times, maintain a positive and empathetic tone in your communication. This can help ease customer anxiety and maintain a sense of normalcy.

Recognize Customer Loyalty: Acknowledge and appreciate loyal customers who continue to support your business during the crisis. Consider offering special incentives or discounts as a token of gratitude.

Learn and Adapt: After the crisis has passed, conduct a thorough review of your crisis management efforts and their impact on customer experiences. Use this information to refine your strategies and improve future responses.

Integrate Lessons into CEM Strategy: Incorporate the lessons learned from the crisis into your long-term CEM strategy. This might involve enhancing communication plans, streamlining processes, or bolstering resources for future challenges.

By aligning crisis management with customer experience management, businesses can demonstrate their commitment to customer well-being, build trust, and maintain positive relationships even in the face of adversity. This approach not only helps mitigate negative impacts but can also strengthen customer loyalty and advocacy over time.

[kairostechnologies]

Are you on a quest to revolutionize your customer experience across all platforms? Discover Kairos, where innovation meets customer-centricity!

Embark on a transformative journey with Kairos and redefine what’s possible in customer experience. Visit https://lnkd.in/g-K_JFj3 to explore the endless possibilities.

[nextwealth]

Next Wealth's Customer Experience Services| Customer Support Services|

Next Wealth offers seamless customer support services to give businesses a competitive edge by reducing human errors, operational risks and costs and deliver a better customer experience!.

[vikram739]

Customer Experience Transformation | Digital Customer Experience

Companies that prioritized customer experience during the last economic downturn had three times the shareholder returns of those that did not. Now is the moment to take action.

[rameshmuthusamy]

View this post on Instagram

A post shared by Ramesh M (@rameshmuthusamy)

“Never blame the person Focus on improving the process.” Look at the world’s best companies in their respective industries and you will notice how they nurture excellence through constantly improving processes. Standard Operating Procedures aren’t exactly the most eye catching topic BUT I found that it helps establish performance expectations, required Competencies and fail safes. You mess that up and all your growth plans will rip at the seams under pressure. In the next two weeks work on this. 1. What are the 3 performance gaps you need to close in the next 2 months ? 2 Map them out using boxes, circles and arrows on cards. 3. Create a simple (minus the frills) video to address them either using PowerPoint and Narration or a selfie video. 4. Roll it out and get some feedback. To enable change you need to unify the core value adding Processes in our departments, organisations and businesses into invigorating manuals, videos and literature. This is a great topic to work on in a hackathon or Sprint style (if you need some ideas please do drop me a message or email me at ramesh@alvigor.com) Enabling Change through the mastering the fundamentals. #alvigor #enablingchange #processnotperson #organisationaldevelopment #cxtransformation #digitaltransformations https://www.instagram.com/p/B6O0R6ulm9j/?igshid=1g6jpso69iv21

[dach-customer-excellence-awards]

Congratulations, Concentrix, on winning the 2nd place at the DACH Customer Excellence Awards 2024

This year’s DACH Customer Excellence Awards & Summit 2024 celebrated again the crème de la crème of Customer Experience.

A very close run for the win of our trophies. And even not everyone is a winner, the second place is an outstanding achievement. Therefore we do honour also the runner up.

The second place in the category “New Products & Services” went to Concentrix. Congratulations on a amazing submission called "Smart Assist CX". Here a short sneak peek on their entry:

Our initiative offers advanced solutions to improve customer experience (CX) and increase efficiency. These include:

• Conversational Assist: Omnichannel analytics for actionable business insights and personalized coaching.

• Knowledge AI Bot: Intelligent, quoted answers from knowledge bases for advisors.

• Real Time Advisor Assist: Real-time recommendations for optimal CX actions.

• Auto Call Summary: Automatic, accurate call summaries to improve quality.

These tools help companies optimize customer interactions and achieve operational excellence.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

Concentrix Concentrix Peru

[dach-customer-excellence-awards]

Congratulations, Concentrix, on the 2nd Place at the DACH Customer Excellence Awards 2024

This year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024 celebrated again the crème de la crème of Customer Experience.

A very close run for the win of our trophies. And even not everyone is a winner, the second place is an outstanding achievement. Therefore we do honour also the runner up.

The second place in the category “Artificial Intellegence” went to Concentrix. Congratulations on a amazing submission called "Smart Assist CX: Revolutionize Customer Engagement". Here a short sneak peek on their entry: 

Smart Assist CX transcribes and analyzes your agent-customer conversations while respecting local privacy regulations to gain insights for improved customer experiences, increased revenue, and operational efficiency. With intelligent feedback loops and Moments-based architecture, our AI-driven solution optimizes sales behavior and uncovers blockers, promoting data-driven decision making.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

Concentrix Catalyst

[dach-customer-excellence-awards]

Congratulations, DHL Express Germany GmbH, winning the DACH Customer Excellence Awards 2024

This year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024 celebrated again the crème de la crème of Customer Experience. Again, a very close run for the win of our trophies. So we are happy to announce our winners. 

And the winner in the category “New Products & Services” is DHL Express Germany GmbH. Congratulations on a great submission. Here a short sneak peek on the entry: 

DHL Go Green Plus offers logistics with international air transport with reduced CO2 emissions through the use of SAF Sustainable Aviation Fuel. SAF is produced from reused plant-based raw materials and sustainable energy, so it has 70-80% less CO2 emissions than kerosene from fossil raw materials. With Go Green Plus, our contract customers can reduce their carbon footprint for individual shipments, for a fixed percentage or by a fixed amount.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

@dhlexpress11-blog

[dach-customer-excellence-awards]

Congratulations, Foundever & Magenta Austria, for winning the DACH Customer Excellence Awards 2024

This year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024 celebrated again the crème de la crème of Customer Experience.

Again, a very close run for the win of our trophies. So we are happy to announce our winners. 

And the winner in the category “CX Team 2024” is Foundever with Magenta Austria GmbH. Congratulations on a great submission "Nearshoring: Germany – Turkey".

Here a short sneak peek on the entry: 

Efficiency, quality and customer satisfaction on a new level! Experience the exciting development of our business model. With a bold step, we have successfully relocated our customer support from Germany to Istanbul. Starting with a highly motivated pilot team, we were quickly able to achieve outstanding success. Inspired by this success and driven by the search for constant innovation, we have expanded our team and smoothly transferred all activities to Turkey.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

Magenta Telekom Sitel Group Sebastian Hanke Altan Köksal

[dach-customer-excellence-awards]

Congratulations, DHL Express Germany GmbH, winning the DACH Customer Excellence Award 2024

The decision has been made and we are proud to announce the winners of this year’s DACH Customer Excellence Awards & Summit 2024. It has been another close run for the win of our trophies and the winner in the category “Sustainability” is DHL Express Germany GmbH. Congratulations on a great submission. Here a short sneak peek into the entry DHL Go Green Plus:

DHL Go Green Plus offers logistics with international air transport with reduced CO2 emissions through the use of SAF Sustainable Aviation Fuel. SAF is produced from reused plant-based raw materials and sustainable energy, so it has 70-80% less CO2 emissions than kerosene from fossil raw materials. With Go Green Plus, our contract customers can reduce their carbon footprint for individual shipments, for a fixed percentage or by a fixed amount.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

DHL DHL Express DHL Express Austria

[dach-customer-excellence-awards]

Congratulations, DHL Express Germany GmbH, winning the DACH Customer Excellence Awards 2024

The decision has been made and we are proud to announce the winners of this year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024. It has been another close run for the win of our trophies and the winner is in the category “Logistic & Transport” DHL Express Germany GmbH. Congratulations on a great submission. Here a short sneak peek on the entry: 

DHL Express Germany GmbH is part of the DHL Group and is responsible for national and international shipping of time-sensitive shipments with the business areas of sales, operations, customer service, human resources, IT and finance.

DHL Express Germany GmbH has around 2,500 employees and offers its services from 34 service centers throughout Germany. 

Direct integration into the global DHL Express organization ensures a connection to the worldwide DHL network. Our network includes more than 220 countries and territories, in which around 100,000 "Certified International Specialists" offer around 2.5 million customers outstanding service quality.

Reusable Pallet Wraps are an offer from DHL Express Germany GmbH to avoid plastic waste in logistics. We use this innovation both within our network and offer our customers the option of securing packages consolidated on pallets.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

[dach-customer-excellence-awards]

Congratulations, Concentrix, on your win at the DACH Customer Excellence Awards 2024

The decision has been made and we are proud to announce the winners of this year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024.

It has been another close run for the win of our trophies and the winner is in the category “CX Consulting” Concentrix. Congratulations on a great submission. Here a short sneak peek on the entry on "Consultative LAB approach to optimize CX":

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled. We design, build, and run enterprise-wide technology and solutions that touch hearts and move markets. And as we do this, one thing always remains true — our promise.

Congratulations again and look forward to seeing you next year on 17th of October in Wiesbaden. www.dach-cxa.com

 Concentrix Concentrix Catalyst Concentrix Limited Company Concentrix B2B Sales

[dach-customer-excellence-awards]

Congratulations, Foundever & Magenta Telekom, for winning in the DACH Customer Excellence Awards 2024

The decision has been made and we are proud to announce the winners of this year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024. It has been another close run for the win of our trophies and the winner in the category “Business Change & Transformation” is Foundever. Congratulations on a great submission. Here a short sneak peek on the entry:

Efficiency, quality and customer satisfaction on a new level! Experience the exciting development of our business model. With a bold step, we have successfully relocated our customer support from Germany to Istanbul. Starting with a highly motivated pilot team, we were quickly able to achieve outstanding success. Inspired by this success and driven by the search for constant innovation, we have expanded our team and smoothly transferred all activities to Turkey. 

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

Sitel Group Magenta Telekom Magenta Business Magenta marketing