article thumbnail

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

ijgolding

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. My background was call centers and phone-based customer contact and I was one of a small team of people working with clients like AT&T, FedEx, IBM to improve their phone-based customer services.

article thumbnail

This is Digital, Episode 25: The Chief Digital Officer's Role in Disruption and Culture

West Monroe

Listen to "The Chief Digital Officer’s Role in Disruption & Culture" on Spreaker. Beauty's Chief Digital Officer, joins the podcast to discuss the ever-evolving customer journey and the balance between customer needs and technology advancement, fostering innovation, and maintaining a seamless physical-digital connection.

Culture 52
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. The Business Dictionary). falls short?

article thumbnail

ESG and the RFP: How to Assess Your Outsourcer’s ESG Efforts

BlueOcean

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” With that said, how do you ensure your outsourced customer care partners or potential partners are holding themselves accountable to robust ESG standards? But ESG is a whole other ball game.

How To 177
article thumbnail

10 Customer Service Podcasts to Add to Your Rotation

Kustomer

that end, we’ve curated a customer service-centric podcast list for you to peruse and enjoy. Check out our favorite customer service podcasts, or keep reading for some entertaining podcast history. Then in 2004, BBC and The Guardian journalist Ben Hammersley merged the words ‘iPod’ with ‘broadcast’ officially coining the term ‘podcast.’

article thumbnail

Episode 2 ? The Impact of Your Corporate Core Values on the Customer Experience - Transforming the Customer Experience

Kristina Evey

Shownotes … In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. The Culture definition describes the environment created to achieve that mission and vision. . culture definition. culture definition. Every company has a culture whether purposely defined or not.

article thumbnail

Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71

Customer Bliss

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. Average value from customers.