Chadwick Martin Bailey

MAY 12, 2020

We’re proud to say that our culture is stronger than ever and in the spirit of openness, we’re sharing creative ways to building and maintaining our bonds: “Very productive day for Nala” - Mike Helms, Research Manager. One secret to CMB’s strong and enduring culture? CMB’s culture continues to thrive even with the close of our offices.

Culture 59

Culture Social Media Video Conference 59

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Optimove

DECEMBER 18, 2018

Another year (almost) behind us, another Optimove Connect in the relationship marketer’s books. While looking out at the Mediterranean Sea, conference guests mingled and conversed with thought leaders and field experts from dozens of top brands. The post Optimove Connect 2018: The Recap appeared first on Optimove.

Connections 53

Connections Conference CRM Consumers 53

CX Accelerator

NOVEMBER 11, 2022

One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots. Back To CX Accelerator Blog

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Kustomer

OCTOBER 22, 2020

Gordon Schleffer, VP of Customer Care at Magellan Healthcare , thinks that the companies who succeed in a remote environment have strong cultures, and keep their staff engaged. I can’t think of a reason why it would not be better to have a diverse team,” said Liz Keys, Product Manager at Stella Connect.

Conference 96

Conference Self Service Sports CRM 96

Zonka Feedback

DECEMBER 2, 2021

This has made virtual meetings and video conferences a part of the lives of many. Online meetings with the ability to connect to any person throughout the globe have enormously contributed to the success of the remote working culture. Since the advent of the pandemic a couple of years ago, remote working has been on the rise.

How To 98

How To Conference Video Culture 98

Clarivate

SEPTEMBER 18, 2023

It will be delivered by Dr. Henry Small on September 28th at the International Conference on Science, Technology and Innovation Indicators (STI) in Leiden, Netherlands. Three decades before the invention of the world wide web, Dr. Garfield connected the immense body of scientific knowledge in a network.

Conference 119

Conference Analysis Policies Innovation 119

Daniel Group

JANUARY 25, 2024

Humor builds connections and relationships with your customers by bringing a smile to their faces each time they interact with your business. Guidelines Be mindful of your customers: Consider how they may react based on their preferences and cultural backgrounds. Are You Using Humor in CX to Increase your Customer Loyalty?

Loyalty 52

Loyalty Guidelines Conference Culture 52

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Daniel Group

NOVEMBER 10, 2023

Over the years, the connection between positive customer experiences and outcomes such as sales growth and customer retention has continually been seen. In this issue of Success Strategies, I want to dig a bit deeper into the connection between customer experience and business growth, from Fred Reichheld’s perspective.

Net Promoter Score 52

Net Promoter Score Conference Effort Score Sales 52

Beyond Philosophy

JANUARY 4, 2024

One of the significant changes during COVID-19 was the lack of conferences. Some of you might celebrate that, but some of you, like me, recognize that conferences have a lot of value. Attending a conference to share projects and get feedback is an excellent way to help you navigate your career. It happens to me all the time.

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

Clarivate

JULY 7, 2017

Connect Your Silos. At the Forrester Research conference a couple of weeks ago, I sat down with Joana van den Brink-Quintanilha, one of their senior Analysts focused on Customer Experience. How to Connect Silos. The post Connecting Corporate Silos through Journey Mapping appeared first on CustomersFirst Now.

Customer Journeys 53

Customer Journeys Connections Touchpoint Exercises 53

Aveus

NOVEMBER 25, 2019

A couple weeks ago at the Medecision Healthcare Liberation Conference, I attended the Chief Experience Officer roundtable where we had an excellent discussion around how payors are thinking about their digital experience. Three themes emerged that I continue to think about.

Omni-Channel 213

Omni-Channel Healthcare Multi-Channel Conference 213

One Millimeter Mindset

AUGUST 11, 2021

As a result, value silos easily become their own domains, with their own cultures. Over time, pride of ownership within these domains creates a sense of professional exclusivity within these cultures. From the start, this strategy becomes an innovative way to shift the human dynamics within the most staid organizational cultures.

Innovation 116

Innovation Culture Leadership Resources 116

CX Workout - Ideas Blog

MAY 10, 2016

The Service Profit Chain Institute Workout was delighted to launch its new SaaS platform, CX Workout , at the CX Fusion conference in Las Vegas, April 25-27, 2016. The first full day of the CX Fusion conference had a great start with several keynote speakers. Let’s dive into the keynotes and kick offs from day one. Carine Clark.

Conference 40

Conference Omni-Channel Effort Score Customer Journeys 40

Kustomer

OCTOBER 22, 2020

Gordon Schleffer, VP of Customer Care at Magellan Healthcare , thinks that the companies who succeed in a remote environment have strong cultures, and keep their staff engaged. I can’t think of a reason why it would not be better to have a diverse team,” said Liz Keys, Product Manager at Stella Connect.

Conference 52

Conference Self Service Sports CRM 52

Qualtrics

DECEMBER 6, 2018

HR and EX conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. Below are 10 HR and EX conferences that you should check out for 2019. Description: The theme of the conference is “People Data for Good” and the conference is two days long.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

Zonka Feedback

DECEMBER 6, 2021

With the growing culture of remote working for a couple of years, the use of web and video conferencing tools have also been increased to a large extent.

Meeting 52

Meeting How To Conference Video 52

TechSee

AUGUST 14, 2023

In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker. She works with business leaders to work out how to weave the customer into their already established cultures.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NICE inContact

SEPTEMBER 30, 2019

But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. Myth #3: Company culture suffers with remote work programs. Reality: Remote work can foster a positive company culture. Other methods of communication to consider are video chat or conference calls.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Qualtrics

JANUARY 16, 2019

Market research conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. You can also connect with vendors that can make capturing data easier for you, like Qualtrics, who will be at some of these events showcasing our market research software. Date: March 5-8, 2019.

Conference 28

Conference Marketing Case Study Analytics 28

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Vonage

OCTOBER 24, 2016

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. To enjoy more customer service training and service culture articles, visit UpYourService.com. Attending Connect 2016? Here are 5 tips for making the most of our conference. Your Service.

Airlines 120

Airlines Customer Service Conference Culture 120

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. I had the privilege of attending Calabrio Customer Connect (C3), our annual customer conference, in September.

Customer Success 52

Customer Success e-support Contact Center Customer Service 52

NobelBiz

FEBRUARY 10, 2023

It was really with a lot of phone calls, conference calls, a lot of airplanes, and traveling, and showing up. So, part of it is just culture and consistency and truly caring. If I can’t see you at the water cooler, there’s some great value in what happens in a video conference. The other part is this – what is the alternative?

Culture 52

Culture Video Conference Travel 52

Qualtrics

FEBRUARY 25, 2019

With the research landscape always changing, many people head to conferences to stay up to speed with new technology, understand the latest trends, and connect with peers facing similar challenges. Here’s our round-up of 4 of the best conferences across Europe in 2019. & Conference Chair // Gartner. X4 On Tour.

Conference 20

Conference Marketing Analytics Travel 20

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. I had the privilege of attending Calabrio Customer Connect (C3), our annual customer conference, in September.

Customer Service 52

Customer Service e-support Contact Center Conference 52

Qualtrics

FEBRUARY 6, 2019

Product-focused conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. You can also connect with vendors that can make capturing data easier for you, like Qualtrics, who will be at some of these events showcasing our market research software. Date: March 5-8, 2019.

Conference 33

Conference Management Innovation Roadmap 33

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . With an amazing NPS score of 87.5, Spark enables you to dream big and achieve results in just a few weeks.

NPS 54

NPS Connections Customer Centricity Customer Success 54

Chadwick Martin Bailey

SEPTEMBER 15, 2020

Here’s the roundup of the IIEX North America virtual conference : Jamin Brazil interviews Jon Derome , the GM of Customer and Market Research (CMR) for Microsoft, about Jon’s journey to GM. Roben Allong asked “What is culture?” The Power of Podcasts to Talk Culture. Bianca talked about getting involved at any level you can.

Culture 81

Culture Conference Advertising Policies 81

Gainsight

NOVEMBER 16, 2023

” Learn more about how Personio created a self-service customer culture with Gainsight. From bedazzled makeup looks to dazzling dance moves, we took time to unwind and have fun after concluding day 1 of the conference. The second best time is right now.”

Self Service 52

Self Service Touchpoint Conference CRM 52

ShepHyken

APRIL 1, 2022

And with the rise in the digital culture, it will further impact your customers’ buying decisions and potential customers. Virtual Conferences. More people are going digital, and virtual conferences play a significant role in making things effective on digital platforms. Customer Feedback and Reviews.

Trends 80

Trends Social Media Conference Exceptional Customer Service 80

Strativity

MAY 20, 2015

I just returned from a great couple of days in San Diego at a Customer Experience conference. Even if the conference had only been so-so , it would be hard to visit San Diego and not have a great time. It’s about hiring and nurturing the right people so you can develop an “intentional” culture in the organization.

Connections 40

Connections Conference Transportation Course 40

Lumoa

AUGUST 23, 2021

What we’ve learned about CX during COVID-19 can be summarized as follows: The ability to build—and maintain—connection is even more of a hot commodity, so it’s more important than ever for your teams to be empathetic and transparent. People want to feel more connected. People are seeking a more balanced, healthy lifestyle.

Customer Experience 236

Customer Experience Social Media Video Customers 236

Calabrio

JULY 25, 2019

We announced the second round of award winners at last year’s annual Calabrio Customer Conference (C3), and what an impressive, interesting group that was! 2018 “Integrator” Rackspace connected disparate ticketing systems via Calabrio ONE’s cloud platform, making any needed system adjustments easy to identify and implement.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153