Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. After my engagement rolled off, he continued to engage the leadership team around the importance of this work. This helped them win the 2016 CX Innovation award. (I

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Talkdesk

APRIL 15, 2016

The Sales Leadership track at TOPO Summit 2016 explored the ways in which sales leaders design, build and manage their organizations. In this blog post, we will cover the tips and tricks from the “Selling from the Buyer’s Perspective” session that was featured in both the Leadership and Technology Tracks.

Sales 40

Sales Leadership eBook Call Center 40

ijgolding

JUNE 14, 2016

Leadership commitment 8%. Lack of leadership – and inability to translate Customer Experience into commercial benefits 11%. The post Customer Experience Commitment – 2016 Customer Centricity Research Findings appeared first on IJ Golding.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” It is through “otherness” and service that we matter!

Social Media 100

Social Media Government System Consumers 100

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 217

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 217

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. Episode Overview. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix.

Leadership 0

Leadership Customer Experience Report Innovation 0

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Wondering how to get leadership buy-in for VoC?

Leadership 70

Leadership ROI CEM How To 70

SuiteCX

JANUARY 21, 2016

Here are some practical tips to help you be more productive in 2016. We are all trying to be more customer centric, but it isn’t easy.

Customer Centricity 100

Customer Centricity Tips Customers Leadership 100

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region. www.johnpaul.com.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. They are not the first senior leadership team of a company to ask a question along these lines – they are very unlikely to be the last.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

CX University

SEPTEMBER 11, 2018

In 2016, they lost 340 patent examiners, allowing them to boast a 96% retention rate. Town hall meetings are held on an organizational level and at a functional level, giving leadership a bird’s-eye view of engagement and morale. Preparing Your Employment Value Proposition for 2016.” Corporate Executive Board, The.

Management 209

Management Employee Engagement Government Engagement 209

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. New this year, the event features a Leadership Summit in addition to the Awards Luncheon.

Marketing 40

Marketing Leadership Video Course 40

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Companies will recognize this opportunity and dramatically increase their focus on emotion in 2016. Effort Metric Expanding.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

Kerry Bodine

JANUARY 13, 2016

Customer SuccessCon West 2016. January 14, 2016. CXPA’s 2016 European Insight Exchange. March 31, 2016. CXPA’s 2016 US Insight Exchange. May 3 – 4, 2016. May 23 – 25, 2016. Design Leadership Conference. September 25 – 27, 2016. January 25 – 27, 2016. April 4 – 6, 2016.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. As a form of summary, we’ve compiled some of the most memorable quotes from TOPO Sales Summit 2016. Click to Tweet.

Sales 40

Sales eBook Conference Case Study 40

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. This simple statement signified the beginning of an authentic relationship between DTE workers and leadership, which continues to generate value for the company today.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Natalie Petouhof

DECEMBER 13, 2016

Tweet Using data from NCWIT , Anita Borg Institute and Deloitte , the report evaluates whether there have been any improvements for women in tech in 2016 and what this means going forward. more likely to be in a leadership position than women, who are much likelier to get “stalled” in the workplace.

Study 40

Study Technology Leadership Report 40

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Hopefully you recognize that emotion […].

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

Happy or Not

APRIL 25, 2019

In 2016 I booked a one-way ticket to Florida, leaving my hometown of Tampere, Finland, behind. The post Forbes: Broaden your leadership horizons by working in another country appeared first on HappyOrNot. Rather than being the beginning of a sunny vacation, I spent 15 months building our US team.

Leadership 28

Leadership 28

ShepHyken

MAY 30, 2016

Leadership, which includes all members of the C-Suite, must define, communicate and be role models for an organization’s customer service and experience initiative. The post 5 Top Customer Service Articles For the Week of May 30, 2016 appeared first on Shep Hyken. It starts at the top. It all starts at the top!

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

ShepHyken

NOVEMBER 28, 2016

Recent research found that as of 2016, almost 90 per cent of companies believe they are competing mostly on customer experience, as opposed to only 36 per cent at the start of the decade. This article is essential reading for anyone in leadership and management. You May Be Thinking about Customer Experience All Wrong by Danny Wong.

Customer Service 48

Customer Service Social Media Customer Service Training Sales 48

Customer Bliss

JANUARY 11, 2018

According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it). Why is the CCO role so important? 4 Culprits That Hinder Customer-Driven Growth. #1. How to Build Your Customer-Driven Growth Engine.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Customer Bliss

JANUARY 3, 2017

He claims that leadership of a department (i.e. One of the things I was most proud of in 2016 (a goal I achieved!) In fact, here’s a list of some of the big 2016 lessons I learned creating this podcast. (For another good read on all this, try this New Yorker profile of Sam Altman.). Quick interlude: My podcast.

Leadership 183

Leadership Culture Strategy Software 183

Customer Bliss

OCTOBER 10, 2017

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). 2014-2016: The initial roll out of services and experiences. 2016-2018: Excellence around execution. Maury is very active in the community.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

CX Journey

JULY 19, 2016

It appeared on their blog on April 5, 2016. Image courtesy of (Tie)ler I originally wrote today's post for Intradiem. I've made minor updates since then.

Leadership 80

Leadership Exercises Employee Experience Customer Journeys 80

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. The post 5 Top Customer Service Articles For the Week of October 31, 2016 appeared first on Shep Hyken. 23 Interview Questions You Should Ask Every Customer Service Candidate by Mathew Patterson.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Provide an organization chart and bios of senior leadership and program management resources who could be assigned to our program.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

SuiteCX

DECEMBER 22, 2015

As we move into a new business year, promising to be the most CX-­?focused focused ever, we wanted to share some key predictions that we believe will come to pass.

Customer Experience 100

Customer Experience Customers Leadership 100

Clarivate

JANUARY 3, 2023

Starting with 12,160 Research Fronts, representing papers published and cited between 2016 and 2021, the next step was to select the fronts containing core literature that is both highly cited and recent – an indicator of particularly active and fast-moving research.

Report 98

Report Analysis Course Leadership 98

Kerry Bodine

JUNE 20, 2015

Design Management Institute’s Design Leadership Conference. CXPA’s 2016 US Insight Exchange. May 3 – 4, 2016. March 21 – 23, 2016. June 8 – 10, 2016. September 27 – 29, 2015. New York City. Service Design Network’s Global Conference. October 2 – 3, 2015. New York City. October 8, 2015. Copenhagen.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

ijgolding

MAY 6, 2020

I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey. Budapest Bank had actually started its customer experience program at the end 2015.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

ijgolding

JANUARY 4, 2017

On this very day in 2016, I wrote an article entitled ‘Why 2016 should NOT be the year of the customer’ – in it, I referenced my observations of Customer Experience throughout 2016. I discussed 5 key learnings of emotion, knowledge, commitment, governance and leadership. Education, education, education!

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40