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

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

Experience Investigators by 360Connext

JANUARY 5, 2015

Then it tapered off, they felt less connected and important, and they drifted to my client’s competitors. It was a room of 12 people, with the founder sitting at the end of a big conference table. The others were his senior staff , his trusted leadership team members. And here’s why. I felt defeated.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Customer Bliss

MAY 31, 2018

The pillars he created were: strategy, customer understanding, design, KPI, governance, and culture/people engagement. After doing this repeatedly, he was able to help connect dots between customer issues so the problem can be solved quickly. Get a Real-Time View of Customer Chats and E-mails. You might be stuck forever.

B2B 107

B2B Industry Leadership Conference 107

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

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly! Cultural transformation is never easy.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. Anderson made an important announcement to employees, which forged that connective tissue. The results are inspiring. In 2008, Detroit, DTE Energy CEO Gerard M.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

NobelBiz

FEBRUARY 10, 2023

You now have access to talent pools in various places – whether it be in call center agents, whether it be members of your leadership and management teams. 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.

Culture 52

Culture Video Conference Travel 52

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

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. What are you looking to climb? Why that hill? Strategy – what is the strategy to climb the hill?

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

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

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

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

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. . Edgar Papke – Award-winning Author and Expert on Organizational Leadership. With an amazing NPS score of 87.5,

NPS 54

NPS Connections Customer Centricity Customer Success 54

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

Thematic

JANUARY 2, 2019

Leadership must be committed to improving and should regularly attend training, seminars and conferences. I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team. Connect with Sean on LinkedIn and Twitter.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. Improving customer experience starts with a commitment to change the culture. Kevin Gibson, Humana #ngce. Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. It’s most likely a function of the company’s culture. When I speak at conferences in front of an organization’s leadership, I’m almost always asked about how to build the customer-foc used culture. Here are my top five picks from last week.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

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

ClientSuccess

MAY 10, 2019

The new logo incorporates our mission to build global customer success leadership summits with the best content, the best experiences, and the best connections. The CS100 Summit is the premier conference for customer success executives & SaaS leaders. We believe customer success is not a department by a company culture.

Conference 48

Conference eBook Customer Success Culture 48

Customer Enthusiast

OCTOBER 26, 2018

We were given an exclusive peek behind the curtain into Comcast’s products, services, support, and culture. I’ve heard from many company executives across industries at conferences and in other, more intimate, settings and left disaffected by their hyperbole. Purpose) Use the power of connection to make the world a better place.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Qualtrics

OCTOBER 11, 2019

By building a culture of open and trusted communication, we can create a more engaging, creative, and authentic workforce where employees feel deeply connected to the goals and objectives of the organization. Google Chat) and email, while other people may prefer sharing through phone calls or video conferences. Close the Loop.

Culture 26

Culture Communication Multi-Channel Feedback 26

Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. It will also become a hot topic at CX conferences. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

SurveySparrow

NOVEMBER 1, 2021

Following top hr influencers is a terrific way of building communication with their connections. David is a regular on shows and HR conferences and was the Main Stage MC at Europe’s most popular show in the future of workplace technology, UNLEASH World in 2018. It might not be the best thing to believe in, but it’s the truth.

Social Media 98

Social Media Tips Conference Leadership 98

SurveySensum

MARCH 11, 2024

A positive employee environment plays a crucial role in shaping workplace culture, extending beyond mere job satisfaction to foster an atmosphere where individuals feel valued, respected, and integral to the organization’s success. It is about making sure everyone feels connected, valued, and eager to collaborate.

Tips 52

Tips Culture Feedback Survey 52

Customer Bliss

OCTOBER 3, 2017

Enrique is also a sought-after speaker and has spoken in some Customer Experience conferences and has appeared in major Spanish newspapers and magazines. This is a crucial situation with CX leadership right now. Understanding Quick ROI. You need to have passion for what you do. You need to believe the role matters.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

CSM Magazine

MAY 1, 2019

You know the one: dark wood-grained conference table, plush high-back chairs, and sleek, modern art adorn the walls. Notice the little things, act on them, and turn them into memorable experiences – it takes wit, creativity, and the ability to make connections. Roger inspires and coaches you how to connect better with others.

Customer Service 92

Customer Service Conference Meeting Customers 92

Doing CX Right

JULY 14, 2020

They share meaningful and relevant examples that reinforce the coursework including developing personas and journey maps, CX measurements, building a CX culture , and more. NETWORKING OPPORTUNITIES : Connect with people who have instituted successful CX programs at their workplace. The program is not a seminar or conference.

Customer Journeys 52

Customer Journeys Course Social Media Insurance 52

Maru Group

APRIL 8, 2020

At Maru/Matchbox we pride ourselves in our culture of innovation. We demonstrated how understanding deep, emotional associations and combining that insight with behavioral and attitudinal data can enhance our understanding of brands and can be utilized to more effectively position them to connect on a deeper level with their target audience.

Management 52

Management Conference Travel Innovation 52

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.

Brands 52

Brands Case Study Social Media Feedback 52

CX Journey

FEBRUARY 18, 2016

Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." So was born what might appear to be another fad in the field of leadership. Plenty of books were written and conferences attended. But a focus on storytelling is reawakening.

Leadership 80

Leadership Innovation Customer Insights Tips 80

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This year’s TSIA Interact was my first time experiencing the conference. Attending the TSIA Interact conference was a unique experience.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

Gainsight

NOVEMBER 20, 2019

A must-read amongst leaders of all disciplines, this (slightly) oldie but goodie shares practical nuggets of leadership wisdom that have withstood time. We particularly like how they focus on the “people” side of product management, whether that means creating customer-centric products or culture-based internal processes.

Resources 80

Resources Management Conference Groups 80

ChurnZero

NOVEMBER 24, 2020

Because leadership doesn’t value our contribution, or all the behind-the-scenes work that goes into keeping our customers happy – especially when dealing with problems like product bugs or bad-fit customers that were never our fault to begin with; we can’t control the cards we’re dealt. Lacking strategic, cross-functional relationships.

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Connect and learn more about Amber on her platforms: Twitter. Culture co-existence of Imposter Syndrome vs unearned confidence. Brass Tack Thinking Blog.

Culture 111

Culture Study Leadership Employee Experience 111