our-people 
Qualtrics
JUNE 4, 2020
Right now many of your people may be in deep distress. Are you listening to your people ? Or we think because we survey our people once a year that our people’s voices are being heard. But there are many ways to listen to your people, and no one size fits all way to do it. Really listening?
Playvox
SEPTEMBER 7, 2018
When we heard that customer support and customer success go hand in hand at PlayVox, it got us thinking. Curious to find out more, we interviewed their Customer Success VP Joseph McFadden and got his whole team talking. Here’s how they do customer support at PlayVox.
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CX Accelerator
NOVEMBER 7, 2023
Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover). 5) put profits before purpose.
Experience Investigators by 360Connext
MARCH 5, 2024
Your colleagues may experience compassion fatigue, which is the idea that people are often spread too thin and lack the emotional bandwidth to show up at 100% for everyone. This clear purpose to support customers helps people feel more connected to their jobs and instills a deeper sense of pride in what they do.
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. But is this the best place to burn our operational calories?
CX Accelerator
JANUARY 14, 2024
We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. It is free and will always be free for our members. We'd be honored to have you!
Beyond Philosophy
APRIL 25, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. We love them in our news, in our dinner conversations, and even in our commercials. Our love of stories has to do with attention and memory.
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As such, people are looking for answers on how to nail their Customer Success initiatives. In this guide, we distill down the vast learnings, expertise, and experience that our team of CS executives and professionals have amassed over a decade of working in various roles in the industry.
Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA
It’s what sets companies apart and earns people who gravitate to companies whose behaviors are congruent with their own. Don’t Make Me Feed You Soap!” : How to identify the eight pain points that continuously define our lives as customers, and how to walk away from these and make customers lives easier to do business with.
Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design
How long will it be until AI comprises the entire CX sector and real people no longer connect with real customer concerns? We must focus our design talents on a new type of relationship with machines. When looking for ways to apply this cutting-edge, revolutionary technology, we can be both dazzled and blinded as well.
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