TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). What companies outside of our industry do we love doing business with? Know Your Guardrails. Forget about our competition.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

West Monroe

APRIL 22, 2024

What do an English Premier League football club and recent global M&A trends have in common? Both share common ground in their evolution, focusing on key facets such as balancing global vs. regional strategies, strategic resourcing, and investment in value creation initiatives. This dynamic mirrors Brighton F.C.’s

Government 52

Government Sports Resources Leadership 52

Blake Morgan

MARCH 13, 2023

Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Although women are still underrepresented in leadership positions, tides are changing to include more women in the C-suite. And that ripple effect empowers female employees to engage in future leadership roles.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Customer Bliss

JANUARY 28, 2021

Customer experience employees are at the frontlines of every company. Just in 2020 alone, my team at Twitter had to tackle drills, meetings, and pivots in response to real-time historical moments: A global pandemic. Here are the five leadership actions to build trust across teams. The #BlackLivesMatter movement.

Leadership 254

Leadership User Experience Feedback Culture 254

Calabrio

OCTOBER 20, 2020

Every year, privately held companies in the Twin Cities can be nominated for this award—and are selected based on their revenue growth over the last three fiscal years. Here is what being a Fast 50 company means to us—and to you. With most companies going remote as of late March, being a cloud-first software company really helped.

Company 130

Company Self Service Government Contact Center 130

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Not all companies have this problem though. Culture & Leadership. Most companies do not devote the same resources to customer interaction. They define their culture.

Company 160

Company Customer Centricity Leadership Consulting 160

BlueOcean

FEBRUARY 22, 2024

Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company. Shared Core Values and ESG Commitment In the current global landscape, aligning with partners who share your core values is non-negotiable. (If They want to workshop risk-reward models with you.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

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. It’s around 45 years old now, and a multi-global success.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

My work is definitely focused on for-profit organizations and much of what I do helps largish companies make more money. Whether it’s as individuals or representing a company, we are human. . ” Having a strong company mission means investing in the customer experience.

Company 231

Company Hotels Social Media Innovation 231

Playvox

MARCH 7, 2024

Deloitte’s Women @ Work: A Global Outlook 2023 report presents findings from over 5,000 women surveyed in 10 countries, highlighting the importance of hybrid work, schedule flexibility, and a more significant commitment from organizations to support gender pay gap and gender equality.

Culture 87

Culture Policies Leadership Guidelines 87

Customer Bliss

JUNE 21, 2016

Nick is the CCO of Esri, which is the world’s second-largest privately-held technology company. This creates a new set of challenges for the CCO role — in publicly-held and traded companies, many executive decision-making concepts are beholden to share price and investor relationships. Digging Into The Data.

Company 129

Company Chief Customer Officer Leadership Survey 129

Steve DiGioia

FEBRUARY 7, 2022

” What is a Company Standard? A company standard is the “specification of a product or process to be repeatedly and consistently used in the company”, (IGI Global). ” Are Company Standards Important? Wow, that sure sums it up! Many just want a paycheck.

Guidelines 345

Guidelines Leadership Financial Course 345

Inbenta

JUNE 14, 2023

Rivera joins Inbenta from DoorDash where he served as a senior privacy leader, heading a global privacy compliance team for the platform. As the market matures, security, compliance and privacy will become a top priority for companies looking to leverage AI solutions.

Ecommerce 98

Ecommerce Government Leadership Chatbots 98

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, Bell tells us why truth is vital to trust. My friend Chip R.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. While the job market is still strong in some industries and regions, heightened global tensions, high inflation and high interest rates have increased business uncertainty.

Customer Service 59

Customer Service Sports Banking Analytics 59

CX Journey

MARCH 10, 2015

Unfinished Business What does it take to be a "Best Employer" company? I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. What makes a company a Best Employer?

Company 80

Company Employee Engagement Leadership Employee Experience 80

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

ECXO

MARCH 20, 2024

Natalie Petouhoff Subscribe directly on Linkedin: [link] The European Customer Experience Organization (ECXO) is thrilled to announce our upcoming session on the Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr. Natalie Petouhoff , a Global AI + Empathy Adviser.

Case Study 52

Case Study Customer Centricity Leadership ROI 52

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. Based on early feedback loops, the company adopted a new set of “customer rules.” Voice of Customer.

Customer Experience 136

Customer Experience Net Promoter Score Self Service Effort Score 136

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. A few years ago, we recognized the importance of enhancing our Global Customer Care team.

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership.

Survey 111

Survey Company Leadership Study 111

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Now is the time to embrace Experience Leadership as your primary focus. Experience Leadership is straightforward sensibility. Yes, by prevention of issues.

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Forrester's Customer Insights

APRIL 24, 2024

Since 2010, Forrester has sponsored its Global EA Awards, which means this is the 15th annual occasion! This award offers the opportunity to showcase real excellence in enterprise architecture, distinguish your company’s thought leadership, and give back to the broader architecture profession.

Leadership 28

Leadership Groups Company Customers 28

Magellan Solutions

MARCH 13, 2024

Did you know companies embrace offshoring and outsourcing to improve efficiency and cut costs? Understanding the impact of outsourcing is essential for your company’s success. It’s like tapping into a global talent network while saving costs.

Tips 105

Tips Culture e-support Communication 105

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. He also updates employees through his blog, Chester’s Chatter which he and the leadership team contribute to each month.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

West Monroe

JANUARY 24, 2023

Faced with tumbling stock prices, constricted debt markets, and tighter revenue streams, public software companies are struggling to right their lopsided balance sheets—and for the first time in a decade are looking beyond growth for growth’s sake and instead toward long-term financial stability.

Company 52

Company Software Strategy Leadership 52

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

CSM Magazine

JANUARY 16, 2024

Gabrial Rodriguez Seilhan, Managing Director for Iberia Sabio Group , the global digital experience transformation services specialist, has announced the appointment of a new Managing Director for its Iberian operations. Rodriguez replaces outgoing MD Santiago Martinez, who is stepping down from the position after four years in charge.

Groups 52

Groups Management Leadership Consulting 52

2020 Research

NOVEMBER 10, 2023

As CEO of Schlesinger Group and, more recently, Executive Chairman of Sago, Steve’s leadership has transformed the company into a global data solutions powerhouse, serving clients across the globe.

Leadership 52

Leadership Groups Industry Marketing 52

C Space

OCTOBER 5, 2021

C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. BOSTON, October 5, 2021 – C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. About C Space.

Technology 98

Technology Leadership Consulting Analytics 98

Beyond Philosophy

JANUARY 24, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Statements such as the assumption that positive employees feel satisfied; and, when satisfied, may recommend the company to others, are often cited. If companies are truly serious about optimizing CX, then more attention and resources must be devoted to EX.

Resources 100

Resources Company Consulting Employee Experience 100

Clarivate

FEBRUARY 13, 2024

Environment, social and governance issues are at the core of our global culture, serving as guiding principles for every decision we make. Top 100 Global Innovators How we will live in the 2030s is being defined now. For 12 years Clarivate has found these companies. But we don’t stop at collecting data.

Innovation 52

Innovation Industry Automotive Policies 52

Magellan Solutions

MARCH 26, 2024

That’s when the best BPO companies come to the rescue! That is, the right BPO partner is more than just an outsourced provider – it is a unique and adaptable business ally that can help your company develop and transform as it grows. Concentrix Location: Global Presence Specialties: Technology, Automotive, Healthcare Why for SMEs?:

Customer Service 52

Customer Service Multi-Channel e-support Culture 52