How Your Executive Team Can Ignite Enthusiasm for Your New Company Vision
C3Centricity
FEBRUARY 7, 2023
Rapid market changes are being witnessed in many industries, forcing many companies to adopt a brand new company vision. Just see how […]
executive-team Company Related Topics 
Proving the Value of a CX Strategy to Your Executive Team
GetFeedback
MAY 2, 2019
It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. One survey found that 54% of customers will never do business with a company again after a single negative experience. Scary, right?!
Strategy 
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35 Indicators that a Company Isn’t Customer-Centric
CX Accelerator
NOVEMBER 7, 2023
The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.
CX Challenges: How to Diagnose Organizational Silos at Your Company
InMoment XI
MAY 1, 2023
The term “organizational silos” refers to the condition in which different teams or departments within a company operate in complete isolation from one another. But how do you know if your company is suffering from silos that are negatively affecting the customer experience?
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From Hype to Habit: Weaving Customer Experience into the Fabric of Your Business
Speaker: Megan Burns, Founder and Principal of Experience Enterprises
You can have the best CX strategy in the world, but if you can't get your organization to execute it you may as well have nothing. Unfortunately, that's the biggest challenge most CX leaders face: galvanizing people outside their team to take action on - and ultimately ownership of - CX work.
Interviews Aren’t Dead: How B2B Companies Can Learn More from Their Buyers
InMoment XI
MAY 18, 2022
And the intelligence we glean from these “buyer interviews” is impactful across teams. At a regular cadence, our “Experience Improvement Board” looks at the emerging themes, chooses projects and specific actions, and assigns an executive owner. Interviews can either supplement or replace a post-sales survey. The Insights.
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Build An ROX Dashboard The Executive Team Will Love
The DiJulius Group
OCTOBER 4, 2022
The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. To build an ROX dashboard the executive team will. The post Build An ROX Dashboard The Executive Team Will Love appeared first on The DiJulius Group.
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Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger
Calabrio
DECEMBER 18, 2020
The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions.
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Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger
Calabrio
DECEMBER 18, 2020
The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions.
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ClientSuccess Strengthens Leadership Team with New Customer Success Executive
ClientSuccess
APRIL 28, 2021
Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . I’m thrilled to welcome Kristi to our executive leadership team,” said Dave Blake, Founder/CEO of ClientSuccess.
Leadership 59
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alphabroder Uses Action-based Program to Increase Employee Satisfaction Scores
InMoment XI
JUNE 8, 2023
alphabroder, an industry leader in the promotional products space, provides apparel and additional goods to promotional product distributors, athletic team dealers, and screen printers and employs thousands of associates throughout multiple facilities across North America.
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ClientSuccess Strengthens Leadership Team with New Customer Success Executive
ClientSuccess
APRIL 28, 2021
Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . I’m thrilled to welcome Kristi to our executive leadership team,” said Dave Blake, Founder/CEO of ClientSuccess.
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3 Ways to Convey CX Needs to Your Executive Leadership Team Using Research and Empathy
Customer Bliss
NOVEMBER 15, 2018
As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.
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How Exemplis Commits to Company Culture and CX Improvement
Customer Bliss
MAY 23, 2019
“The caliber of the team here is remarkable, and I’ve never seen anything like it. In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture.
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Meet the Centercode Account Executive Team
Centercode
FEBRUARY 18, 2020
Working on the frontlines of the Customer Validation industry, Centercode’s account executive team members are experts on the challenges facing today’s CV professionals.
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3 Tips to Bridge the Gap Between Your CX Team & C-Suite
InMoment XI
FEBRUARY 24, 2022
Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. How can you take the invaluable insights your CX team is discovering and translate it into meaning that executives will understand and act on?
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Alchemer Adds Former SAP Executive to Senior Management Team
SurveyGizmo
FEBRUARY 4, 2021
Addison previously held executive positions at SuccessFactors, SAP, and Visier and was recently Vice President of Global Sales at Evolv. “We Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today.
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3 Necessities for Seamless, Stand-Out Retail Experiences
InMoment XI
OCTOBER 26, 2022
The information you receive from customers needs to be shared with all other departments and teams, not siloed in different departments, otherwise, you could be sitting on insights that could make a huge difference in your bottomline. After the C-suite executives realized the importance of a CX program, they invested more into it.
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Who Should B2B Companies Survey: Key Contacts or Product Users?
Retently
DECEMBER 21, 2022
Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. If you sell software to B2B companies with hundreds of users, you can potentially generate tens or hundreds of responses from each survey. Who should you survey?
User Research x Executive Teams: Aligning on Company-Wide Initiatives
dscout People Nerds
SEPTEMBER 21, 2021
Establishing a regular share out cadence with leadership ensures that research is prioritized and impacts the entire organization.
Company 52
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The Path To Becoming The Most Important Member Of The Executive Team
Gainsight
MARCH 19, 2020
Let’s start by acknowledging that Customer Success teams always have the coolest people in the company. Success leaders usually manage more revenue than anyone else at the company. At later stage companies, Success can own more than 80% of the company’s annual revenue. Account executive. Company size.
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How to choose the best reputation management company
BirdEye
OCTOBER 31, 2023
Choosing the best reputation management company for your business can boost your online reputation, amplify positive feedback, and effectively handle any negative remarks. Here’s a guide on choosing the right reputation management company for your business in 2023, featuring a list of the top 7 reputation management companies.
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How to Triumph Over Budget Cuts and Prove Your Marketing ROI
C3Centricity
APRIL 23, 2024
of company revenue to 9.1% Of course, this figure varies by industry, with retail, e-commerce, and consumer goods companies often seeing higher returns thanks to direct purchase links in their emails. These numbers are a testament to the effectiveness of well-executed marketing strategies and the ROI of email.
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Does Net Promoter Score Work for B2B Companies? You Bet It Does!
Retently
AUGUST 23, 2023
Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. While it’s true that B2B companies typically have fewer customers than B2C companies, there’s a flip side to this coin.
The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)
Experience Investigators by 360Connext
FEBRUARY 6, 2024
Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x
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Totango Welcomes Seasoned Industry Leaders to Executive Team
Totango
FEBRUARY 22, 2019
Although we’re less than two months into 2019, we’re in full execution mode, working to capitalize on another year of significant business growth and see our vision of the Customer Centered Economy take root. . We are building a world class team to help us execute on our continued business expansion.
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The Path To Becoming The Most Important Member Of The Executive Team
Gainsight
MARCH 9, 2020
Let’s start by acknowledging that Customer Success teams always have the coolest people in the company. Success leaders usually manage more revenue than anyone else at the company. At later stage companies, Success can own more than 80% of the company’s annual revenue. Account executive. Company size.
Sales 52
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7 Ways to Improve Company Culture
Magellan Solutions
JANUARY 17, 2024
Finding ways to improve company culture is crucial for success. It impacts everything, from performance to how the company is perceived. Imagine a company where everyone feels valued, listened to, and inspired to contribute. Magellan Solutions offers seven effective approaches to improving company culture.
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What Support Metrics Should SaaS Companies be Using?
Kayako
JULY 27, 2017
As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams.
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[Experience Action Podcast] CX Pulse Check – March 2024
Experience Investigators by 360Connext
MARCH 26, 2024
Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn ! Let’s talk!
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The State of Voice of the Customer (VoC) for B2B Companies
GetFeedback
NOVEMBER 4, 2019
In CustomerThink’s recent study on Customer Experience Success , they found that only one in four CX initiatives are “Winning,” which they define as “being able to connect the dots from the good work being done to benefits that sponsoring executives care about.”. Firstly, customers are getting tired of being bombarded with surveys.
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Building a Customer-Oriented Company: Strategies & Examples
Help Scout
JULY 20, 2021
The core characteristics that make a company customer-oriented add up to the ability to fulfill the ultimate purpose of helping people, regardless of challenges along the way. Being customer-oriented is an approach in which, rather than solving for the business’s needs, the company solves the customer’s problems first.
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Successful CX is a Company Wide Initiative – Drive Meaningful Improvements in 2019
NICE inContact
APRIL 2, 2019
That may mean you have initial awareness there is room for improvement, or you have already identified what improvements are needed, or maybe you have reached the stage where you are executing against a CX improvement plan. Here’s what you likely already know: Successful CX is a company wide initiative! It is iterative and incremental.
Clarivate selected as a Chandler 100 company
Clarivate
OCTOBER 29, 2021
On behalf of the worldwide customer care team and our executive leadership team I’m proud to share that our Chandler Center of Excellence (CoE) has been identified as a key employer that help shape the future of the area. The centers include teams from IT, product, sales and customer care, along with several other functions.
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5 Key Customer Profiles Every Company Should Treat Like VIPs
Comm100
FEBRUARY 19, 2020
It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. Providing the right people with the right amount of special care can be simple to execute when done right, and have mammoth results. The A-list Prospect.
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How much do SaaS companies spend on CS?
ChurnZero
JANUARY 11, 2024
Most company budgets that earmark dollars for customer success intend for it to go towards headcount. Yet, every team needs tools and training to get the job done. 75% of respondents said the customer success leader in their organization had a seat at the executive table and the ability to create a budget. 25% say they did not.
Company 52
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Tips for Transforming to a Customer-Centric Company Culture
ECXO
JUNE 15, 2021
Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. Share on twitter. Share on linkedin.
How to Achieve Company-Wide Customer Success with Guy Nirpaz
Customer Bliss
NOVEMBER 14, 2019
These actions have to be agreed upon, company-wide. Guy makes a great point by stating that there needs to be alignment with products, services, training and executive leadership, and long-term metrics. This means that leaders think through how to improve retention, expansion, and customer loyalty. This is a CEO level initiative.
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Choosing the Right Software Development Company: Factors to Consider
CSM Magazine
JULY 3, 2023
Whether you’re a startup looking to build your first application or an established enterprise in need of custom software, selecting the right software development company is a critical decision. The expertise, experience, and approach of the development team can have a significant impact on the outcome of your project.
Software 52
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23 Inspiring Women to Watch in 2023
TechSee
MARCH 7, 2023
Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team. Kate Johnson, President & CEO, Lumen Technologies – Kate has a proven track record of driving business and digital transformation success at the world’s top Fortune 100 technology companies.
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Establishing a customer-centric culture at your company
Thematic
APRIL 12, 2023
When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Lots of companies collect feedback. I advocate for immediate action in this space.
Handling Quick Company Growth with Evan Hopkins
Kustomer
SEPTEMBER 16, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Evan Hopkins from Outdoorsy to learn about how he kept his company stable during massive, unexpected growth. How to Gain Executive Backing. Unifying Your Departments. Hiring the Right People for the Job.
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91 11 Statements to Help Assess if Your Company Needs a Chief Customer Officer
Customer Bliss
AUGUST 22, 2018
Does your company need a CCO? To help you assess whether or not your company needs a CCO, I’ve put together a set of tactical statements to help you accomplish two things. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on.
How Does Your Company Manage Large Accounts?
ClientSuccess
MARCH 28, 2023
The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process. For example, if a goal is to get all end users up and running within three months, your team may heavily focus on onboarding. appeared first on ClientSuccess.
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