Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Effort Score 40

Effort Score Measurement Analysis Social Media 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

JUNE 6, 2019

Brian Kenny – Kenny is the Chief Marketing and Communications Officer (CMCO) for Harvard Business School where he develops the strategy for positioning HBS as the global leader in management education. Follow Bozoma for her diverse perspective and hilarious personality. ( @badassboz ). Follow Guy for leadership advice. ( @GuyKawasaki ).

Brands 33

Brands Leadership Consulting Travel 33

SmartKarrot

FEBRUARY 15, 2022

Having served the industry for over 25 years, Franz helps firms build transformational CX strategies. He is an expert in customer-centric business strategies and helps firms generate fresh, actionable insights, most of which have already become industry standards. Evan Shumeyko is the director of Client Experience Strategy, BNY Mellon.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

NobelBiz

APRIL 9, 2024

Amendments, including the 2009 HITECH Act, have strengthened HIPAA, introducing stringent compliance measures and penalties for violations, underscoring the act’s pivotal role in balancing patient privacy with the operational needs of the healthcare system. HIPAA Regulations: In the U.S.,

Call Center 104

Call Center Healthcare Contact Center Financial 104

C Space

JANUARY 18, 2021

What we saw in 2020 was a complex and rapidly changing picture – fluid emotional shifts, driven by economic, political, cultural and environmental uncertainty. And if Netflix’s past is anything to go by, the next innovation is just around the corner. For nearly a decade, we’ve tracked the connection between companies and customers.

Engagement 116

Engagement Apparel Financial Automotive 116

CX University

OCTOBER 19, 2017

When we talk about improving Customer Experience, we focus on strategy, culture, and nit-pick the journey, but we need to shift our thinking and begin from a different place. Paul Segre , the Genesys CEO, says you can’t have exceptional omnichannel products without a focus on innovation and quality.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Think Customers

FEBRUARY 24, 2020

When Facebook founder and CEO Mark Zuckerberg revealed his company’s internal motto was to “move fast and break things” back in 2009, it perfectly encapsulated the nature of disruptive companies. So, is Lemonade truly an innovative customer-driven company? What went wrong? Those will take years to sort out. The world is watching.”

Insurance 52

Insurance Policies Customer Satisfaction Government 52

Amity

MARCH 24, 2016

Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. We have a plan in place to split the Director role by region as there are significant differences that need to be incorporated into our strategy and processes. How is Customer Success structured at Vend?

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

ClearAction

OCTOBER 1, 2018

“Only 13% of marketers feel they are fully implementing customer revenue-producing strategies and engaging differently, including driving deeper relationships, collaborating across stakeholders and leveraging data to uncover new opportunities and options for engagement.” The best-performing CX (Disney, Virgin, etc.) You can, too.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. Digital businesses put people at the center of everything, from strategy to operations to experience, and use data to make better, faster, smarter decisions. Featured Content. 5 traits of digital leaders.

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Amity

FEBRUARY 8, 2018

Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. Phone and email is becoming increasingly difficult to scale, so we have to find more innovative ways to communicate with restaurants as our portfolio grows. What does the culture of Customer Success look like at Uber?

Customer Success 71

Customer Success Metrics Customers Feedback 71

Kayako

FEBRUARY 25, 2016

Steve Blank is famous for his theory on customer development centered strategy, and this book is the gospel. Google is an equally amazing software engineering company as it is a culture and organisation engineering company. One of the most intriguing chapters of the book for me was A Culture of Discipline.

Culture 48

Culture Study Management Leadership 48

SurveySparrow

AUGUST 23, 2019

Companies like L L Bean, Amazon, and Zappos.com are super beloved to its customers because they have a customer-focused culture. Tony Hseih, the founder of Zappos, even wrote a book called Delivering Happiness , which was all about creating a culture of happiness for its customers and employees alike. Socio-cultural factors.

Consumers 53

Consumers Sales Social Media Study 53

Qualtrics

NOVEMBER 11, 2019

Prior to Qualtrics, I was a Senior Consultant in Deloitte’s Strategy and Analytics practice. I retired in 2009 and was an entrepreneur and author before coming to the mighty Qualtrics. Understand WHY they do things the way they do, then you’re in a better place to give helpful innovative ideas. in Operation Iraqi Freedom.

Tips 30

Tips Leadership Consulting Connections 30

C Space

JULY 11, 2018

A sociologist, ethnographer and author, she’s our in-house pathfinder, constantly mapping out ways for brands to innovate and push boundaries. Some brands succeed in being authentically cool by creating a genuine cultural connection. Miss the pulse of the culture and you will bomb in a full-on, cringe-worthy way.

Innovation 61

Innovation Fashion Culture Connections 61