Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. My 3 buzzwords: Engagement. Culture is so much more than a buzzword!

Leadership 227

Leadership Culture Customer Centricity Report 227

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. My 3 buzzwords: Engagement. Culture is so much more than a buzzword!

Leadership 283

Leadership Culture Customer Centricity Report 283

Beyond Philosophy

OCTOBER 28, 2021

In addition to oversimplifying both the concept and the solution, the third reason Customer Experience as we know it is dying is because organizations jumped on the Customer Experience bandwagon without knowing what it means. However, it would be best if they sought to increase revenues, reduce costs and improve culture.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

SurveySparrow

FEBRUARY 2, 2020

The company failed to compete in the digital photography world that they helped to come into existence. Maintaining your position or just mere existence is not worthy of an applaud. The market for photocopiers still exists. Xerox still exists. The same company was declared bankrupt in 2012. What does that tell you?

Innovation 52

Innovation Culture Survey Technology 52

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. Culture co-existence of Imposter Syndrome vs unearned confidence. KeyNote – Tackling Imposter Syndrome in a HyperConnected Digital World. PLAY AND SUBSCRIBE.

Culture 111

Culture Study Leadership Employee Experience 111

Currency Alliance

APRIL 10, 2021

The reason I’m writing this article is that many loyalty teams have, historically, not executed brilliantly. It’s not unusual for the very best programs to comprise 15%-30% of a business’s enterprise value. These are the three key areas of loyalty marketing which you can best influence as CEO. This is serious stuff.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

We hear loyalty leaders state all the time that they have embraced ‘best practices’. In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. This is serious stuff.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52