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Make the Experience Faster and More Personal

Michelli Experience

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Bill Quiseng.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Bill Quiseng.

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

West Monroe

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. Beauty, where she leverages cutting-edge technology to help the company maximize growth.

Culture 52
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Company-Wide Commitment Is Needed to Lead Customer Service Innovation

CSM Magazine

Leadership: Championing customer service. What customer experience cries out for is a kind of leadership that comes from building a corporate culture in which everyone embraces and endorses the concept, rather than feeling like it’s a forced corporate ‘policy’.

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The Power of Moderation – A 2020 Perspective

Horizon CX

In an MIT Sloan Management Review article published in 2004 entitled (coincidently enough) The Power of Moderation, author Herve Laroche discusses the downside of being a high-involvement individual within an intensity-driven organization and what he sees as the need for more moderate adherence.

Airlines 100
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A Perspective and a Prospective on CX

Horizon CX

Technologies applied to CX have rapidly accelerated and many of them are becoming more accessible due to lower barriers of entry. The desire for transformation will need to be firmly endorsed and supported by organizational leadership with a commitment to change based on their status—and knowing for certain exactly what that is.