West Monroe

SEPTEMBER 18, 2023

About the episode Chris D’Agostino, Global Field CTO at Databricks, and West Monroe’s Data Innovation Fellow Doug Laney join the podcast to unravel the current challenges and focal points for data leaders, discussing data literacy, organizational change, and how the right tech stack can play a crucial role in your success.

Data 52

Data Analytics Innovation Comparison 52

Blake Morgan

JULY 25, 2023

According to Dr. Chris L. Based on conversations with the world’s most customer-centric leaders, Chris created a framework with eight strategies for building a customer-centric culture: Customer insights. Chris says that, ultimately, it comes down to the leader modeling the behaviors they want to see across the organization.

Customer Centricity 52

Customer Centricity Culture Strategy Customers 52

ShepHyken

APRIL 5, 2021

Customer experience in 2025: here’s where we’re heading by Chris McGugan. Oracle Service’s SVP and GM, Chris McGugan predicts customer experience for the years to come. Had the author said 2035, I might buy into this. Some of the stats surprise me (and might surprise you), but they make his case. Start listening today!

Customer Service 121

Customer Service Self Service Contact Center Tips 121

ShepHyken

AUGUST 27, 2019

Shep Hyken interviews Chris Bauserman. The Interview with Chris Bauserman: The experience economy has changed dramatically over time. Make it easy for customers to reach you and for agents to do a great job serving them digitally.” – Chris Bauserman. Your customer experience is your product.” – Chris Bauserman.

Omni-Channel 103

Omni-Channel Analytics Contact Center Customer Centricity 103

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . ” Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

ShepHyken

MARCH 1, 2022

Shep Hyken interviews Chris Wallace, Co-Founder and President of InnerView , a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Does Your Frontline Team Believe in Your Brand?

Brands 64

Brands Leadership Consulting Study 64

AWS Machine Learning

MARCH 29, 2024

About the authors Grazia Russo Lassner is a Senior Consultant with the AWS Professional Services Natural Language AI team. Chris Brown is a Principal Natural Language AI consultant at AWS focused on digital customer experiences – including mobile apps, websites, marketing campaigns, and most recently conversational AI applications.

Contact Center 91

Contact Center Chatbots Self Service Touchpoint 91

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX). That will be a major focus in 2023 (and beyond).

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

Blake Morgan

OCTOBER 31, 2022

On my podcast, The Modern Customer , I recently interviewed Chris Goosens, SVP of Customer Experience at FedEx Europe. But Chris also told me this: “Data is one thing. She is the author of The Customer Of The Future. NPS can be low for many reasons, but when CES falls, brands know exactly how they can improve the experience.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

ShepHyken

JULY 1, 2019

The author of this short article shares his take on the similarities and differences between the two. This author makes the point with the example of Grab, a digital disrupter to the taxi business in Malaysia (and surrounding countries) that is similar to Uber and Lyft. Louis Blues by Chris Luecke. Play Gloria!” In true St.

Customer Journeys 119

Customer Journeys Customer Service Exercises B2C 119

Gainsight

OCTOBER 22, 2020

Recently, Nick Mehta, CEO at Gainsight, met with Chris O’Donnell, Chief Product Officer of Hubspot, to get his view on a path into product management. Chris shared his path into the C-suite. As Nick shared his viewpoint, Chris connected with his career path. . You know, they sort of sneak in,” Chris explained.

Culture 52

Culture Feedback Financial Roadmap 52

ShepHyken

MAY 2, 2017

Chris McCann, CEO of 1-800-Flowers, Shares How to Gain the Competitive Advantage. Shep Hyken interviews Chris McCann, the President and CEO of 1-800-Flowers, who talks about how they built their business to more than a billion dollars in revenue based on customer feedback. They respond to an email within two hours.

Competitive Advantage 83

Competitive Advantage Social Media Customer Expectations Retail 83

ShepHyken

JANUARY 16, 2018

Shep Hyken Interviews Chris Smoje, Founder of DIME Customer Service. </span> Shep Hyken and Chris Smoje discuss how the smallest actions can make the greatest impact on your customers. The post Amazing Business Radio: Chris Smoje appeared first on Shep Hyken.

Culture 0

Culture Customer Service Leadership Interaction 0

ShepHyken

DECEMBER 20, 2018

The Smallest Things Can Make the Biggest Difference to Your Customers Featuring Guest Chris Smoje. Chris shares the DIME Customer Service approach, the four stages of service, and the five values of a service-focused team. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Video 121

Video Customer Service Customer Experience Customer Service Training 121

ShepHyken

JANUARY 1, 2024

2024 Predictions: Better Customer Experience Is on the Way by Chris Wood (MarTech) Marketers will improve customer experience in 2024 so brands can remain competitive and demonstrate to customers that they matter. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 56

Customer Service Social Media Loyalty B2C 56

ShepHyken

NOVEMBER 12, 2018

What the modern gig economy is doing to customer experience by Dr. Chris Baumann. 4 Fixes for the Disconnect Between Marketing and the Customer Experience by Chris Wallace. The author of this article shares four ideas to better connect your marketing efforts and CX efforts to your front line. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Effort Score Customer Service Training Marketing 89

AWS Machine Learning

JUNE 30, 2022

Amazon Cognito returns a token to the user authorizing access to the Studio application. API Gateway invokes a custom AWS Lambda authorizer and validates the token. To mitigate this issue, we propose passing a JSON Web Token (JWT) for the authenticated caller to the API Gateway and validating that token with a JWT authorizer.

Policies 81

Policies Resources Connections Consulting 81

Blake Morgan

JUNE 21, 2022

In the early days of CampusLogic, President and COO Chris Chumley used ROI as a tool to gain new customers and establish credibility. Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the Future. For regular updates on customer experience, sign up for her weekly newsletter here.

ROI 59

ROI How To Metrics Financial 59

ShepHyken

SEPTEMBER 16, 2019

Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. This article does a little AA bashing, and I can see the point, but what the author writes about Delta is well worth studying – and even emulating. My Comment: I like lists.

Airlines 98

Airlines Customer Service Automotive Omni-Channel 98

InMoment XI

MARCH 17, 2009

The author of this blog, Chris Cottle, VP of Marketing for Allegiance, believes that the next big step for VOC programs will lie within the analytical side. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London.

Marketing 200

Marketing Conference CRM Customer Retention 200

InMoment XI

MARCH 17, 2009

The author of this blog, Chris Cottle, VP of Marketing for Allegiance, believes that the next big step for VOC programs will lie within the analytical side. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London.

Marketing 200

Marketing Conference CRM Customer Retention 200

InMoment XI

MARCH 17, 2009

The author of this blog, Chris Cottle, VP of Marketing for Allegiance, believes that the next big step for VOC programs will lie within the analytical side. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London.

Marketing 200

Marketing Conference CRM Customer Retention 200

Blake Morgan

OCTOBER 25, 2022

Chris Goossens, SVP of Customer Experience at FedEx Europe, says the key to success is not just to make a customer but to grow with the customer. Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the Future. ? ? ? ? ? ? ? ? ? ? ? ?. Gaining a customer is one thing.

Innovation 59

Innovation Customer Experience Strategy Customer Centricity 59

AWS Machine Learning

APRIL 8, 2024

For additional resources, refer to the following: User guide: Knowledge bases for Amazon Bedrock YouTube video: Use RAG to improve responses in generative AI application GitHub repo code samples: Amazon Bedrock Knowledge Base – Samples for building RAG workflows About the Authors Corvus Lee is a Senior GenAI Labs Solutions Architect based in London.

Knowledge Base 102

Knowledge Base Strategy Examples Meeting 102

NetBase

SEPTEMBER 11, 2020

In our quest for competitive intelligence , we found an area of interest surrounding posts and authors by gender. Therefore, we sliced Peloton’s social conversation by identified author gender and follower count and found it skewed highly male. Chris Jones is actually taking up 5.8%

Social Media 98

Social Media Sports Retail Analysis 98

ShepHyken

JULY 23, 2018

by Chris Skinner. My Comment: I have to love an article where the author’s picture is a caricature and not a photograph. Chris Skinner recaps the story of a bank who fired its robot. Customer experience is marketing, and this author offers several insights that every company should pay attention to. This is the premise.

Customer Service 69

Customer Service Banking Chatbots Loyalty 69

AWS Machine Learning

APRIL 18, 2024

For Authorized Account Email Domain , use the domain name part of your corporate email address to allow users with email addresses in the same domain to create their own new UI accounts, or leave blank to prevent users from directly creating their own accounts. Virginia) US West (Oregon) For Stack name , use the default value, LMA.

Knowledge Base 107

Knowledge Base Meeting Resources Analytics 107

ShepHyken

APRIL 25, 2022

by Chris Wyper. Ultimately, according to the author, the app can become the “hub of your customer experience.”. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. It doesn’t mean they are truly loyal, but they still come back, which is great. Just understand why.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

Oracle

FEBRUARY 11, 2020

” – Pam Didner , tech marketing consultant and the author of the book Effective Sales Enablement. ” – Chris Sietsema of Teach to Fish Digital. Try AI and machine learning to further segment your leads and identify the leads that have a higher propensity to buy. Test, test, test! Or what time?

Tips 89

Tips Strategy Marketing Consulting 89

Oracle

DECEMBER 31, 2018

” – Jeanne Bliss, Author, Co-Founder of CXPA, in an episode of Unforgettable. ” – Chris Pemberton, Gartner. ” – Seth Godin , Author. CX is the new battlefront for marketing. “Customer experience (CX) is the new marketing battlefront. Understanding your audience is the key to a great CX.

Customer Experience 108

Customer Experience Customer Satisfaction Touchpoint Customers 108

ShepHyken

SEPTEMBER 14, 2020

How to Boost B2B Customer Experience on Your Website by Chris Christoff. There is some information about NPS (Net Promoter Score) that could make for an interesting discussion (debate), and I also appreciate how the author gave us reasons that generate criticism from customers beyond frustration. Here are a few ideas.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

AWS Machine Learning

MARCH 4, 2024

In this role, Swami oversees all AWS Database, Analytics, and AI & Machine Learning services.

Innovation 135

Innovation Travel Financial Exercises 135

ShepHyken

MARCH 11, 2019

Five Negotiation Strategies When Traditional Customer Service Fails by Chris Westfall. One of the powerful ideas the author shares is about CX training for the entire organization. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 99

Customer Service e-support Guidelines Social Media 99

CSM Magazine

FEBRUARY 1, 2022

Chris Lamberton, TrustPortal’s CEO said, “Our mission is to transform the digital experiences of employees and customers. About the Author. Chris Lamberton , CEO of TrustPortal, is a work transformation veteran: of 30. Before joining TrustPortal, he built front-office and digital.

Self Service 52

Self Service Technology Multi-Channel Net Promoter Score 52

CSM Magazine

FEBRUARY 1, 2022

Chris Lamberton, TrustPortal’s CEO said, “Our mission is to transform the digital experiences of employees and customers. About the Author. Chris Lamberton , CEO of TrustPortal, is a work transformation veteran: of 30. Before joining TrustPortal, he built front-office and digital.

Self Service 52

Self Service Technology Multi-Channel Net Promoter Score 52

ShepHyken

MAY 21, 2018

Just three of a number of ways the author shares on how to lose a customer. Creating Good Employee Experiences Is Within Reach by Chris Poteet . Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. My Comment: Why do companies lose customers?

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

Clarivate

MARCH 31, 2022

About the author. Chris Melka is a Senior Consultant, Domain Strategy with MarkMonitor at Clarivate and has more than 15 years of experience in the domain industry, having worked in a variety of operational and strategic roles over that time. [1] We also invite you to join our webinars, regularly held all year round. Register here.

Strategy 119

Strategy Brands Consulting Industry 119