Experience Investigators by 360Connext

MAY 17, 2018

Leadership is starting to catch up, but their understanding of CX varies greatly! Organizational leadership is beginning to realize that CX requires investment. Turning a traditional business into a customer-focused culture won’t happen overnight, regardless of how much you wish it would! It’s inspiring!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? Think is IBM’s flagship conference designed to deliver all the technical training, strategic expertise, and impactful lessons that a company needs to compete in today’s changing world.

Conference 66

Conference Leadership Culture Customer Centricity 66

Thematic

JANUARY 2, 2019

When they see those fundamental service principles in their leaders, they will emulate it amongst one another and customers. Leadership must be committed to improving and should regularly attend training, seminars and conferences. Frontline supervisors, leads and managers are a great source for ideas- one of the best IMO.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. Leadership is where it starts, and then it permeates throughout the organization. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values.

Customer Service 109

Customer Service Competitive Advantage Trends Culture 109

ClientSuccess

JANUARY 25, 2021

And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks. Actionable ways to bridge the gap between customer success and marketing.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ShepHyken

MARCH 18, 2019

(MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

APRIL 15, 2019

Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Implementation can have its challenges.

Culture 114

Culture Customer Service Leadership Airlines 114

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. Lead a more employee- and customer-focused workforce.

Leadership 70

Leadership Conference Innovation Culture 70

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. This community of CX pros from around the globe provides tons of resources, educational opportunities, conferences, and more.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

CustomerSuccessBox

DECEMBER 6, 2021

He is a Customer Success executive with experience in building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. Dave is a notable customer success expert, speaker, published author, and now a well-known expert in the area of customer-focused organizations. Dave Jackson. Nils Vinje.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Kayako

NOVEMBER 21, 2018

Let your employees go through customer service training. Have everyone attend events and conferences your company hosts, so they can interact and talk with your customers. Seemingly little things like this become the building blocks of a customer-oriented culture. Reward great customer service.

Culture 120

Culture Banking How To Customer Service 120

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 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. Chae Stewart, Digital Customer Success Manager. This year’s TSIA Interact was my first time experiencing the conference. The Future of Digital Engagement.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

ClientSuccess

JULY 6, 2022

Identify the benefits of your customer loyalty program. What will your customer loyalty program entail? Some examples of customer loyalty benefits include: Monthly regional dinner invites and events. Complimentary conference admission. Map out what makes a customer eligible for the loyalty program.

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

JANUARY 8, 2018

From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. While in conversation at a conference where I was speaking, I asked someone what he did for a living. He said he was in Customer Experience. My concerns only grow as we roll into 2018.

Trends 125

Trends eBook System Conference 125

Experience Investigators by 360Connext

JUNE 20, 2018

We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy. Jeannie and Adam interviewed Merit Gest, author of Myth Shift: Challenging The Truths That Sabotage Success , to discuss powerful engagement and onboarding strategies for customer-focused sales teams.

Engagement 179

Engagement Social Media Sales Loyalty 179

ShepHyken

MARCH 20, 2017

Why Your Sales Pitches Will Never Earn You Loyal Customers by Rachel Quetti . Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

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. . Deepak Sharma – Customer Success Leader, Deloitte. With an amazing NPS score of 87.5,

NPS 54

NPS Connections Customer Centricity Customer Success 54

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Verint

NOVEMBER 2, 2017

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York.

Customer Engagement 42

Customer Engagement Virtual Agent Engagement Wireless 42

Experience Investigators by 360Connext

JUNE 20, 2018

We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy. Jeannie and Adam interviewed Merit Gest, author of Myth Shift: Challenging The Truths That Sabotage Success , to discuss powerful engagement and onboarding strategies for customer-focused sales teams.

Engagement 110

Engagement Social Media Sales Loyalty 110

Customer Guru

AUGUST 8, 2018

His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. Ian is the CEO and Founder of Customer Experience Consultancy Ltd.,

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ijgolding

OCTOBER 3, 2016

It is extremely common to find businesses with lots of customer insight activity, with an NPS or CSat programme or both in action. Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Seaton CX

MAY 16, 2024

But only if you do it right—avoid the 3 reasons customer journey maps fail to drive change. The insights from customer journey mapping aid organizations both strategically and tactically. Executive leadership teams leverage journey insights to craft the company’s customer experience vision and strategy.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Beyond Philosophy

AUGUST 16, 2016

CMC Thought Leadership Principal, Beyond Philosophy. A few years ago, I gave a keynote presentation for a customer experience management conference in Rotterdam, The Netherlands, the largest such program ever held in the Benelux countries. Michael Lowenstein, Ph.D., Principally, the responsibility was the client’s.

Customer Experience Management 60

Customer Experience Management Customer Experience Management Consulting 60

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

VDS

JULY 20, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. Now: Schedule online meetings. Haircuts: Before: A hairdresser cut my hair.

Contact Center 52

Contact Center Call Center Call Center Solutions Roadmap 52

VDS

JULY 22, 2020

There is no better way to maintain a strong and consistent internal communication than (literally) seeing your leadership on conference calls. The battleground for brand loyalty remains: The customer experience. Good customer experience starts with communication. Zoom, Microsoft Teams, etc.).

Connections 52

Connections How To Contact Center Policies 52

Gainsight

JUNE 9, 2021

Who knew that we’d be able to offer a hybrid-style conference with over 20,000 attendees? Takeaway #2: Driving end-to-end value across the customer journey is the top strategy for impacting NRR. Next, we heard from some of Gainsight’s own leadership, CCO Kellie Capote, and VP of CX, Tyler McNally. The training result is $2.2M

Entertainment 98

Entertainment Customer Success ROI Trends 98

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Customer Experience Podcasts | CX Podcasts | Colin Shaw .

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Customer Experience Podcasts | CX Podcasts | Colin Shaw .

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Natalie Petouhof

FEBRUARY 2, 2016

It is being r ecognized for outstanding learning programs in two categories and for its contribution to developing innovative and business focused learning programs. Capgemini University was congratulated at the Brandon Hall annual Human Capital Management Excellence Conference.

Groups 40

Groups e-support Innovation Conference 40

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Customer Focus. Michael Lowenstein, Ph.D.,

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60