InMoment XI

NOVEMBER 22, 2017

This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field. Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas.

Customer Centricity 0

Customer Centricity Leadership Strategy Brands 0

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? But if not applied within a strong operational CX framework, technology can distract and actually move leadership and employees farther away from understand customer emotions, motivations, and expectations.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Oracle

JANUARY 25, 2018

In 2018, SMBs must improve their to ensure they are on the right road to success. A: SMBs need to have a clear defined strategy on creating thought leadership for their brand, e.g. how will their brand have a more human look and feel? In 2018, SMBs must improve their to ensure they are on the right road to success. Then DO it!

Tips 110

Tips Customer Experience Social Media Consulting 110

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. Frequency also matters.

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

Steve DiGioia

JULY 19, 2021

Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I’m happy to present my Leadership Series of interviews to you again. I hope you enjoyed this collection of my Leadership Series. Plus, many are best-selling authors too! Whew, they sure do it all. Adrian Swinscoe. Annette Franz.

Customer Service 189

Customer Service Social Media Hospitality Leadership 189

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) We have a crisis in leadership.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Beyond Philosophy

JANUARY 8, 2018

My concerns only grow as we roll into 2018. However, from where I am sitting, infighting, politics, lack of vision, risk aversion and an overall a lack of leadership makes this organization destined to sink into oblivion. The post Troublesome Trends & Predictions for 2018 appeared first on. BigIdeas2018.

Trends 125

Trends eBook System Conference 125

Experience Matters

SEPTEMBER 14, 2018

Purposeful leadership: Leaders operate consistently with a clear, well-articulated Read More. The post Announcing the 2018 CX Excellence Awards appeared first on Customer Experience Matters®. (Here’s the nomination form) The awards are based on the following criteria: Transformation.

Leadership 66

Leadership Groups Consumers Customer Experience 66

Clarivate

DECEMBER 3, 2021

From 5,554 articles published between 2015 and 2018 in five high-impact medical journals, only 35.6% Do you see women’s leadership role in COVID-19 research and response as a springboard for a more equitable future and recovery post-pandemic? were written by a woman as the primary author. Work with us.

Leadership 52

Leadership Study Trends Groups 52

Customer Bliss

JANUARY 4, 2019

Today’s podcast is the last replay featuring “best of” content from 2018. He spoke to senior leadership (the C-Suite), frontline employees from in-patient nursing units, ambulatory clinics, nurses, care techs, and even environmental services workers. Alan gathered feedback from a myriad of groups in the hospital.

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition.

Self Service 80

Self Service Customer Service Gamification CRM 80

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Customer Experience 127

Customer Experience Customers Customer Experience Design Customer relationships 127

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. Is that is the best style of leadership? KEY TAKEAWAYS.

Leadership 52

Leadership Culture Exercises Airlines 52

Peter Lavers

FEBRUARY 27, 2018

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March. You can find out more and register to attend at the Think 2018 website. The post Think 2018 appeared first on Think CX.

Competitive Advantage 40

Competitive Advantage CRM Conference Leadership 40

Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. I would say timing, leadership and competitive pressures really have opened the door for us,” says Amanda. Implementing CX Beyond the Local Level .

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Totango

JANUARY 22, 2018

Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. A technology veteran, Christina has spent nearly two decades holding leadership positions in the enterprise software space. Krista Glantschnig. Christina Kosmowski.

Customer Success 76

Customer Success Meeting Lifetime Customer Consulting 76

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

BlueOcean

MAY 18, 2022

As Blue Ocean continues to position itself for growth in the post-pandemic era, Amy will play an integral leadership role in this effort, leveraging her extensive knowledge of the business to power sales and marketing initiatives.

Sales 156

Sales Marketing Advertising Customer Care 156

ShepHyken

JANUARY 7, 2019

(Forbes) It is no small wonder that other companies find themselves chasing the same goal, knowing that while they won’t be an Amazon, they might achieve and do the right thing and truly deliver for their customers, and as a result advance leadership in their industry. Follow on Twitter: @Hyken.

Customer Service 98

Customer Service Contact Center Tips Chatbots 98

Storyminers

APRIL 12, 2021

What’s the most recent significant leadership lesson you’ve learned? What’s one book that has had a profound impact on your leadership so far? Can you please briefly tell the story of how that book impacted your leadership? How do you build leadership capacity in an SME? It’s simple. This is easy.

Leadership 240

Leadership Course Brands Customer Experience 240

CSM Magazine

NOVEMBER 29, 2017

Capitalising on a strong foothold in Europe’s customer contact community 2018 will be bigger, more innovative and interactive than ever before. CCW Europe 2018 will be educational, practical & unforgettable! And that’s not all….

Innovation 40

Innovation Leadership Culture Customers 40

Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. Here are the six customer service trends we expect to see in 2018 and, more importantly, our advice on how to manage them. Those numbers will only rise in 2018.

Trends 63

Trends Social Media e-support Chatbots 63

Gainsight

OCTOBER 16, 2018

Nowadays, I don’t hear many stories about servant leadership in the media. I could go on about the very different narratives of leadership that are told nowadays—carrying themes like narcissism, greed, materialism, workaholism, sociopathy, mental illness, and others—but those have been well documented elsewhere.

Leadership 65

Leadership Meeting Software Feedback 65

ShepHyken

AUGUST 13, 2018

Then we do “leadership-type” things. Chain Store Age) Alliance Data’s 2018 “ Rules of NextGen Loyalty ” study validates an emerging trend happening with today’s younger consumers: Not only are they financially conscious, they’re also heavily influenced by cost when it comes to purchasing decisions. Don’t stop learning about it.

Customer Service 72

Customer Service Loyalty B2C Study 72

Customer Bliss

MARCH 12, 2019

Focus on Leadership Through Understanding the Life of the Customer. Jeanne: The whole purpose of CX, of customer experience: it’s leadership. ” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership.

Chief Customer Officer 273

Chief Customer Officer Customer Experience Leadership Video 273

GlowTouch

OCTOBER 21, 2020

GlowTouch Enhances Senior Leadership with New Addition and Executive Promotion. October 21, 2020) – GlowTouch Technologies , an emerging leader in global contact center and technology outsourcing solutions, is pleased to announce recent changes to its key leadership positions. LOUISVILLE, Ky.

Leadership 52

Leadership Contact Center Technology Resources 52

Alliance by IFS

DECEMBER 10, 2018

HORSHAM, PA (December 10, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. © 2018 Astea International Inc. www.astea.com.

Management 83

Management Company Self Service Wireless 83

Alida

SEPTEMBER 21, 2018

Sharing data from a recent Forrester report, Parrish said CX improvements across many industries have stagnated, creating a leadership gap. Forrester Principal Analyst Rick Parrish took the stage to talk about customer experience (CX) transformation. To improve, companies need to revisit their strategy.

Innovation 145

Innovation Feedback Customers Engagement 145

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

Trends 74

Trends Customer Success Effort Score ROI 74

The DiJulius Group

JANUARY 9, 2019

The results are in, and here are readers’ favorite articles of 2018 ranked by popularity. The post Top Customer E- Service Articles Of 2018 appeared first on The DiJulius Group. I recommend printing and reading any you missed, and sharing (link to share) this list with your team. Read Full Article.

Groups 59

Groups Customers Customer Service Leadership 59

ShepHyken

FEBRUARY 19, 2018

My Comment: What I like about this article is that it is a reminder that creating a customer-focused culture, and that includes customer service and CX, starts with the top in the C-Suite with leadership defining the CX vision. The post 5 Top Customer Service Articles For the Week of February 19, 2018 appeared first on Shep Hyken.

Self Service 81

Self Service Customer Service Social Media Customer Service Training 81

Alliance by IFS

DECEMBER 10, 2018

HORSHAM, PA (December 10, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. © 2018 Astea International Inc. www.astea.com.

Company 62

Company Self Service Wireless Software 62

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“Among all customers, 73% point to experience as an important factor in their purchasing decisions, behind price and product quality.” ( PWC, Consumer Intelligence Series, Experience is everything: Here’s how to get it right, 2018 ) So your first step is to understand WHY most people in your organization are actively trained NOT to think this way.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

CX University

APRIL 12, 2018

March 15, 2018. CX University’s Mohamed Latib and his band of CX experts will be traveling the globe to provide CX Leadership Training workshops during the summer 2018 season. Previous Briefs: Brief 15 March 2018 Brief 15 Feb 2018 Brief 15 Jan 2018. The CXU Student Brief. Sounds great, doesn’t it?

Course 40

Course Travel Customer Satisfaction Study 40

Oracle

JANUARY 17, 2018

In an interesting dichotomy of content marketing trends, popular content formats in 2018 will be a mix of interactive assets and long-form print pieces. Following is a brief summary of content formats that will be paramount in 2018. The first type—experiential content—brings high-levels of engagement and mimics live events.

Trends 52

Trends Marketing Chatbots Video 52

CX University

APRIL 15, 2018

April 15, 2018. Let’s make 2018 the year we follow the “rule of five.” CX University’s Mohamed Latib and his band of CX experts will be traveling the globe to provide CX Leadership Training workshops during the summer 2018 season. Previous Briefs: Brief 15 April 2018 Brief 15 March 2018 Brief 15 Feb 2018.

Financial 40

Financial Culture Travel Customer Centricity 40

Alliance by IFS

OCTOBER 8, 2019

Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market. H1 2019 vs. H1 2018. The transaction is expected to close in Q4 2019. * Astea International. Emily Hackman. Director of Global Marketing. 215-682-2500.

Leadership 93

Leadership Financial Telecommunications Software 93