Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Experience Investigators by 360Connext

OCTOBER 17, 2023

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. Let’s get some leadership attention for what we really need. But it can’t be a priority without funding, resources, and defined outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. The post UJET Adds Baker Johnson as VP of Marketing and Dave Bullock as VP of Engineering to its Executive Leadership Team appeared first on UJET.

Leadership 72

Leadership Contact Center Marketing Customer Centricity 72

ppt solutions

MARCH 6, 2020

The post PPT Solutions Strengthens Executive Leadership Team appeared first on PPT Solutions.

Leadership 52

Leadership Customer Experience Customers 52

InMoment XI

FEBRUARY 8, 2023

They must be data-driven with strong financial instinct to convince leadership to change behaviors or to take new actions (building a strong relationship with the CFO and their team is a smart early move).

Sports 295

Sports Financial ROI Leadership 295

BlueOcean

FEBRUARY 22, 2024

Responsive and Engaged Senior Executives In the late-stage sales cycle, with millions of dollars and a multi-year contract on the line, your potential partner should show up with their heavy hitters at the table. Throughout the RFP process, observe how responsive and engaged the potential partner’s senior executives are.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

The DiJulius Group

NOVEMBER 27, 2023

You’ve spent months executing a new initiative to help streamline things for your team. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment.

How To 90

How To Leadership Groups Case Study 90

ShepHyken

FEBRUARY 26, 2024

What role does gaining true senior executive alignment play in the success of transformative initiatives? Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. What causes organizational transformations to fail? ” “Think slowly, act fast. .”

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Leadership Communication Strategy Customer Experience 92

Alida

DECEMBER 10, 2020

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience. As part of this vision, our new brand, Alida , was unveiled to the world in September.

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Innovation Leadership Brands Management 246

Customer Bliss

JANUARY 28, 2021

Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently. Here are the five leadership actions to build trust across teams. But trust can’t be built on polite smiles and forced happy hours.

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Leadership User Experience Feedback Culture 254

Horizon CX

MAY 19, 2023

This complexity makes it challenging to design and execute a comprehensive transformation plan. Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Overcoming resistance to change and gaining buy-in from stakeholders is crucial for successful transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Playvox

MARCH 7, 2024

It also notes that proactively working on leadership and communication styles, strengthening hybrid and flexible work modalities, and delving into creating professional career plans, enables a clear and actionable path to climb the corporate ladder, encouraging the creation of more vacancies where women can grow professionally.

Culture 87

Culture Policies Leadership Guidelines 87

ShepHyken

JANUARY 29, 2024

How can leaders support employees in executing customer-centric initiatives? All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. What is the key to successfully transforming work culture to better serve customers?

Customer Experience 92

Customer Experience Customer Centricity Culture Leadership 92

Storyminers

FEBRUARY 24, 2021

The INVOLVEMENT you get when you make those whom you want (to execute strategy, plans, and change) become co-authors of the story is far, far greater than when you ‘talk down’ to them as mere employees. Even though we segregate these things for academic purposes, in reality, all managing is interlinked, as are all aspects of leadership.

Tools 173

Tools Management Leadership Case Study 173

ECXO

NOVEMBER 19, 2023

Executive Session formato convencional The European Customer Experience Organization (ECXO) is delighted to announce that Prof. Jan-Erik Baars will be our guest for the Executive live LinkedIn Session on November 29th Time: 1 pm CET / 12 pm (noon) GMT.

Customer Centricity 122

Customer Centricity Metrics NPS Leadership 122

Customer Bliss

FEBRUARY 18, 2022

If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once again). Know Your Guardrails.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

ShepHyken

OCTOBER 18, 2022

How Memories, Experiences, and Patterns Impact Leadership Style. Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life.

Leadership 117

Leadership Employee Experience Customer Experience Customer Service 117

Clarivate

MARCH 10, 2022

Bill reports to Chief Technology Officer Stefano Maestri and is a member of the Clarivate Executive Leadership Team. Under Bill’s leadership, we are confident that we will reach new heights in developing solutions to further delight our customers and colleagues. Learn more about our Executive Leadership Team here.

Leadership 98

Leadership Healthcare Software Technology 98

Think Customers

FEBRUARY 1, 2024

Hoyne’s keynote emphasized the pivotal role of data in reshaping strategic perspectives for customer contact executives, underscoring the importance of data-driven decision-making in today’s competitive landscape.

Data 52

Data Leadership Innovation Industry 52

MyCustomer

AUGUST 15, 2022

"CX pros must develop executive leadership skills" Rhys Fisher. MYC'D UP WITH CX LEADERS episode 8: Tabitha Dunn, Customer Experience Executive. Wednesday, August 17, 2022 - 08:28. Customer experience management. Customer journey mapping. Customer value. Engagement

Customer Journeys 92

Customer Journeys Customer Experience Leadership Customer Experience Management 92

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. Dan Martin joined Xpress Global Systems, LLC (XGS) as Chief Executive Officer in April 2021.

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Customer Experience Net Promoter Score Self Service Effort Score 136

West Monroe

APRIL 17, 2024

Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design. Many manufacturers underinvest in leadership development. Leadership success profiles and role cards can help.

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Leadership Culture Competitive Advantage Study 59

ClearAction

MAY 25, 2023

Use the translation box to point out to your Senior Leadership Team how these massive customer experience savings contribute significantly to sales velocity, earnings per share, compound average growth rate, return on assets, customer lifetime value, etc. The table above is a glimpse of our root cause resolution.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged.

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Leadership How To Culture Employee Engagement 82

2020 Research

NOVEMBER 10, 2023

Sago Executive Chairman Steve Schlesinger is set to receive the prestigious Quirk’s Lifetime Achievement Award at The Marketing Research and Insight Excellence Awards. The post Sago Executive Chairman Steve Schlesinger to Receive Quirk’s Lifetime Achievement Award appeared first on Sago. 14 at 1 p.m.

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Leadership Groups Industry Marketing 52

Forrester's Customer Insights

APRIL 10, 2024

These are the advertising or thought leadership initiatives intended to provide a compelling yet broad brand story — but they often aren’t well connected to buyer needs and demand programs. There’s more to planning and executing reputation programs than […]

Brands 36

Brands Advertising Leadership Connections 36

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.

Technology 98

Technology Leadership Consulting Analytics 98

ECXO

MARCH 20, 2024

Leading this session is our remarkable facilitator, Emma Sutton , from Oracle, a member of the ECXO leadership team. Additionally, she collaborates with AI and CcaaS vendors to align technology solutions with the needs of businesses.

Case Study 52

Case Study Customer Centricity Leadership ROI 52

ShepHyken

APRIL 25, 2023

Somehow Montañez landed an appointment to meet with the CEO and other company executives. During the meeting, an executive asked, “How much market share do you think you can get?” Montanez became an executive and worked his way up to VP of multicultural sales for PepsiCo America, the holding company for Frito-Lay.

Insurance 101

Insurance Customer Service Training Meeting Leadership 101

Uplight

AUGUST 30, 2023

Uplight is excited to announce that we’re one of 32 organizations to win a Sustainability Leadership Award from the Business Intelligence Group. This award recognizes people and organizations who have made sustainability an integral part of their business practice.

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Leadership Groups Industry Company 59

The DiJulius Group

MAY 23, 2022

“I think that the office as we know it, is over,” said Airbnb Chief Executive Brian Chesky, in an interview with Time magazine’s The Leadership Brief. The return to office workplaces has been met with some controversy and has revealed insights regarding how Americans want to work. Not only do a significant number of employees.

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Leadership Groups 91

Education Services Group

FEBRUARY 26, 2023

By opening up a dialogue with your colleagues and executive leadership in this way, you can build momentum behind your charter and win over allies who will support your mission going forward. So, CS leadership must educate other organizations and raise awareness of that larger purpose so we can all work together toward a common goal.

Customer Success 97

Customer Success Leadership Exercises Meeting 97

Bill Quiseng

JANUARY 10, 2022

Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. This cultural transformation of “People First” and the leadership commitment to CARE will enthuse and energize people to be engaged with their colleagues, customers, and the business.

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Leadership Culture Loyalty Engagement 167

ChurnZero

JANUARY 11, 2024

The complete 2023 Customer Success Leadership Study (download here) is based on a survey of 1,250 respondents, presented by ChurnZero, ESG , SaaStr , and HubSpot. 75% of respondents said the customer success leader in their organization had a seat at the executive table and the ability to create a budget. of revenue. of revenue.

Company 52

Company Leadership Study Survey 52

Blake Morgan

APRIL 25, 2023

Is your leadership strategy guided by data or simply a shot in the dark? Internal insights and customer feedback are essential to building an effective customer-focused leadership strategy. But it’s not just internal feedback that matters–Brown says customer feedback has to be infused regularly at the leadership level.

Leadership 52

Leadership Metrics Customer Insights Feedback 52