TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

JUNE 28, 2018

Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland. Vishal Bhalla CXO @Parkland Click To Tweet.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Employee experience (EX) is customer experience!".

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Think Customers

NOVEMBER 2, 2022

Amazing brand experiences are powered by people, and great employee experiences lead to seamless customer experiences. She brings to her role more than 30 years of experience establishing and scaling innovative businesses. It’s relevant for every company in every industry.

Leadership 52

Leadership Self Service Culture Employee Experience 52

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. First, by focusing on innovation you and your team create outcomes which continuously meet client expectations.

Innovation 91

Innovation Management Leadership Meeting 91

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To be more innovative, you need diversity of thought. It’s so much more than gender diversity: it includes cultural background, work experience, race, age, and more. What are the benefits of a diverse CX team?

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Employee experience (EX) is customer experience!".

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization? It just could be that some employees already have these conversations. Or will you choose to have “those” conversations?

Leadership 86

Leadership Innovation Resources Culture 86

inmoment

JUNE 28, 2019

What do you think of when you hear “radical innovation?” The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space. The Inseparable Relationship Between CX and EX.

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

InMoment XI

AUGUST 25, 2023

You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership. But as any CX professional knows, tracking the performance of your CX program is only half the battle.

How To 260

How To ROI Net Promoter Score Measurement 260

Customer Bliss

SEPTEMBER 25, 2020

I’ve spoken to leaders in a range of industries, and they all have had incredibly useful things to say about how they’ve been working through these uncertain times. What can I learn from all of this so that we thrive, so that we innovate, we iterate for the future, which gives us a sense of purpose.”

Sports 160

Sports Leadership System Innovation 160

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 52

Culture Connections Contact Center Leadership 52

Customer Bliss

MAY 23, 2018

In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. Carolyne has spent her career leading work in the customer service and experience industry. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience Travel B2C 197

CX University

JULY 9, 2018

Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Driving Employee Retention at the Point of Influence – USAA.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Hear inspirational stories and thought leadership that will give you plenty to take back to your organization. What’s new in EX?

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

Qualtrics

MAY 29, 2019

Often the secrets of their success aren’t exactly secret – there are countless books detailing the ways companies and managers have nailed the employee experience. Employee experience is hotter than ever, and new books hit the shelves daily. Need a shortlist of the recent must-reads? We’ve got you covered.

Employee Experience 37

Employee Experience Leadership Culture Innovation 37

One Millimeter Mindset

FEBRUARY 18, 2021

Are you relying on core capabilities which defined you yesterday to fuel your career and leadership trajectory today and tomorrow? What type of customer and employee experience will you create during your tenure? What additional value can you co-create together, to keep each other challenged, interested, and innovative?

Leadership 79

Leadership Innovation Employee Experience Industry 79

One Millimeter Mindset

DECEMBER 24, 2020

Babette Ten Haken leverages purpose-driven storytelling for professional innovation, cross-functional leadership and trust-based client retention. She serves organizations and associations wrestling with the impact of the 4 th industrial technology revolution on 3 rd industrial revolution business and hiring models.

Leadership 121

Leadership Innovation Industry Communication 121

Blake Morgan

JANUARY 3, 2023

Harvard Business Review case studies were written about their customer experience – and YouTube videos have gone viral of silly flight attendants saying hilarious things on the announcer. . The company didn’t listen to employees. Leadership didn’t invest in technology. It’s Time To Invest In Employee Experience.

Airlines 64

Airlines Travel Case Study Employee Experience 64

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. And now that the book is launched, we are curious to see which companies and leaders will embrace what’s coming now we are in the Fifth Industrial Revolution.

Employee Experience 52

Employee Experience Industry Leadership Competitive Advantage 52

Blake Morgan

JANUARY 16, 2023

Harvard Business Review case studies were written about their customer experience – and YouTube videos have gone viral of silly flight attendants saying hilarious things on the announcer. The company didn’t listen to employees. Leadership didn’t invest in technology. It’s Time To Invest In Employee Experience.

Airlines 59

Airlines Travel Case Study Employee Experience 59

Calabrio

JUNE 5, 2019

Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX).

Self Service 100

Self Service Contact Center Employee Experience Chatbots 100

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Technology 52

Technology Customer Service Contact Center Employee Engagement 52

CX Journey

JULY 25, 2018

Annette joins other Forbes Coaches Council members, who are hand-selected, to become part of a curated network of successful peers and get access to a variety of exclusive benefits and resources, including the opportunity to submit thought leadership articles and short tips on industry-related topics for publishing on Forbes.com.

Employee Experience 88

Employee Experience Leadership Consulting Resources 88

One Millimeter Mindset

FEBRUARY 11, 2021

If so, you may fall short of creating opportunities to impact, engage, inspire, take action, and innovate. When you target a cross-functional team leadership trajectory, professional success leverages more than delivering presentations during meetings. Are you busy delivering non-stop, one-way output to your team?

Leadership 92

Leadership Innovation Meeting Consulting 92

One Millimeter Mindset

DECEMBER 8, 2020

Consequently each meeting becomes a turf war rather than a collaborative and innovative exchange. Consequently, this team persona leaves little opportunity for collaboration and innovation. Why remain an order-taker when you can evolve into an innovator? For starters, one or two individuals always must be “right.”

Innovation 115

Innovation Leadership Meeting Groups 115

Customer Bliss

SEPTEMBER 5, 2019

When Craig became the Chief Experience Officer, the institution was going through a master planning process. Leadership was thinking about the museum’s role as a community organization and a repository for historical objects in history. There was a need to be experience-focused rather than product-focused.

Culture 131

Culture Chief Customer Officer Leadership B2C 131

One Millimeter Mindset

DECEMBER 17, 2020

As a result, they utilize their skills to anticipate and innovate for what is ahead, so you better serve clients together. Babette Ten Haken leverages purpose-driven storytelling for professional innovation, cross-functional leadership and trust-based client retention.

Innovation 98

Innovation Leadership Industry Tools 98

Magellan Solutions

JANUARY 17, 2024

Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture. We will help you understand your current culture and foster inspiring leadership. Assess the Current Culture Employee surveys are crucial for assessing your company’s culture and alignment with your values and mission.

Culture 52

Culture Company Leadership Training 52

One Millimeter Mindset

APRIL 15, 2021

Post pandemic professional innovation requires you to push yourself to make necessary hard calls. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 96

Leadership Exercises Innovation Consulting 96

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

One Millimeter Mindset

JANUARY 26, 2021

In working with leaders and teams on professional innovation and strategic business and human capital value, I spend a lot of time observing teams. Wrestling with how to collaborate more innovatively with colleagues and clients? Finally, silence is golden. To get to where you really need to go. One millimeter at a time.

Meeting 84

Meeting Leadership Innovation Consulting 84

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 52

ROI Video Government Leadership 52

Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Furthermore, in the wake of the “Great Resignation,” companies in every industry are feeling upheaval. Practicing Leadership Bravery by Trusting Employees.

Case Study 139

Case Study Culture Study Company 139

ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

CX Journey

JULY 27, 2017

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Employees change. You can’t afford to stand still when it comes to customer experience. The best companies innovate and disrupt their market. Companies change.

Policies 146

Policies Innovation Video Employee Experience 146

SurveySparrow

DECEMBER 6, 2021

You can keep up with the latest industry trends, solutions, and technologies. This HR event is all about gamifying HR to improve feedback, overall communication and make the experience of the candidate better. You get the opportunity to interact with some of the biggest HR leaders and also get access to industry insights and trends.

Conference 98

Conference Employee Engagement Leadership Trends 98