Experience Investigators by 360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Culture is so much more than a buzzword! A customer-centric culture is where innovation and imagination around the customer experience live. Is that odd? Transformation.

Leadership 227

Leadership Culture Customer Centricity Report 227

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

Trends 88

Trends Customer Experience Social Media Self Service 88

NetBase

JUNE 10, 2020

. As communities reopen for business, brands need to be ready to accommodate the reverse culture shock that consumers are feeling. We are sharing insight here that brands need to bolster their reopening efforts, including: Understanding what reverse culture shock is and how to accommodate it. Understanding Reverse Culture Shock.

Culture 73

Culture Social Media Consumers Analysis 73

ShepHyken

MARCH 11, 2019

Spark Customer Experience Innovation With These Three Strategies by Denise Lee Yohn. Forbes) Even if you know that innovation in CX is the primary way to compete and win today, you might not know how to get started. Here are three strategies to spark CX innovation. My Comment: This short article focuses on CX innovation.

Customer Service 99

Customer Service e-support Guidelines Social Media 99

eglobalis

NOVEMBER 21, 2019

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

Customer Experience 110

Customer Experience Customers Innovation Customer relationships 110

Alliance by IFS

MARCH 28, 2019

We partnered with Aberdeen to bring you the State of Service 2019 on-demand webinar outlining the top challenges faced by today’s best-in-class service firms and what technologies and strategies they are using to overcome them. The post [VIDEOS] Aberdeen State of Service 2019 appeared first on Astea. Delighting Empowered Customers.

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

Consumers 71

Consumers Brands Social Media Measurement 71

ShepHyken

APRIL 22, 2019

My Comment: If you want the service culture in an organization to change, it must start at the top with leadership. CX University) Quicken Loans has innovated a process for delivering continual change while providing a stable cultural structure. 10 Fresh Examples Of Customer Experience Innovation by Blake Morgan.

Self Service 76

Self Service Customer Service Competitive Advantage Case Study 76

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. HR – staff engagement/talent/culture/performance management. DataScience.

Conference 66

Conference Leadership Culture Customer Centricity 66

ShepHyken

JANUARY 28, 2019

Josh Linkner) Having studied high-performing cultures for over two decades, as well as building five companies of my own, I’ve discovered the 14 core beliefs of the highest performing teams. My Comment: With the Super Bowl just around the corner, the title of the article by innovation expert Josh Linkner caught my eye.

Social Media 96

Social Media Customer Service Customer Care Insurance 96

Alliance by IFS

SEPTEMBER 27, 2019

This year’s theme focused on the company-wide cultural philosophy which recognizes the role and importance of service on humanity looking beyond traditional operational metrics. The post Smarter Services Symposium 2019 Recap appeared first on Astea. Panel: How to Infuse Voice of Data into Your Organization.

Software 50

Software User Experience Technology Culture 50

Talkdesk

JANUARY 22, 2020

Over the years, innovators have filed applications for nearly 340,000 AI-related inventions, with half of them having been published since 2013. For Talkdesk, innovation is at the core of our mission and guides our path. Patents secure and protect new knowledge from our innovation-driven teams. patent applications in 100 days.

Innovation 57

Innovation Contact Center Industry Technology 57

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. The Engager deploys innovative, fresh strategies to engage and retain customers.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Totango

NOVEMBER 13, 2019

In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Most Innovative Team/Program. Most Customer-Centric Culture. Congratulations again to all our 2019 Hero Award Team winners. Trustpilot.

Customer Success 48

Customer Success Customer Centricity Innovation Culture 48

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. She works with business leaders to work out how to weave the customer into their already established cultures.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Qualtrics

MARCH 14, 2019

X4 2019 saw HR professionals from around the world gather to hear from the brands creating breakthroughs in Experience Management including Patagonia, Sephora, Zillow Group, Riot Games and Coca-Cola. Here’s a look at some of the updates unveiled at X4 Summit 2019. Employee Experience for mobile. See how the Benefits Optimizer works.

Employee Experience 37

Employee Experience Innovation Analysis Feedback 37

ShepHyken

NOVEMBER 11, 2019

My Comment: I like most articles that cover the corporate culture and customer experience. Think of this platform as a garden that requires constant monitoring and innovative ideas to grow your brand and gain consumer intelligence. 4 Things to Consider Before Building a Review System by Matt Wujciak. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

Confirmit

DECEMBER 25, 2018

It’s time for CX teams to challenge themselves and their organizations to understand what they need to do to meet the sky-high expectations of CX in 2019. How to truly engage with your team members and support behavioral change that creates a customer centric culture. Voice of the Customer Webinars.

Customer Centricity 40

Customer Centricity Culture Analytics Innovation 40

Clarivate

MAY 18, 2023

At Clarivate we put sustainability at the heart of our business goals and we want environment, social and governance issues to be the core of our global culture, serving as guiding principles for every decision we make. 55% of companies ranked in Dow Jones Sustainability Index World Index 2022 work in partnership with us.

Report 98

Report Innovation Government Culture 98

ShepHyken

SEPTEMBER 2, 2019

Forbes) Since the early days, innovation and automation have transformed the way companies provide products or services to their customers. This article is all about culture. The post 5 Top Customer Service Articles for the Week of September 2, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Conference Employee Experience Customer Service Training 84

SurveySensum

FEBRUARY 29, 2024

Did you know according to a study published in the Academy of Management Journal , job satisfaction is positively correlated with individual and team innovation.? Fosters Innovation and Problem-Solving Satisfied employees also play a pivotal role in boosting innovation and problem-solving. Why is Employee Satisfaction Important?

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

SurveySensum

DECEMBER 29, 2023

These responsive closed-feedback loops enable healthcare providers to swiftly identify and address emerging issues as they surface, nurturing a culture of proactive intervention. These technological advancements augment patient engagement and optimize operational efficiency, positioning healthcare institutions at the forefront of innovation.

Healthcare 52

Healthcare e-support Culture Feedback 52

Russel Lolacher

APRIL 20, 2021

It’s like having your very own company culture radio station. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. As new staff join your organization, podcasts are an informal and accessible entry way into the culture of your organization.

Engagement 122

Engagement Culture Entertainment Communication 122

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

SurveySparrow

MAY 21, 2019

Culture Amp. As a peer recognition software, the platform allows businesses to create a culture that celebrates success. Two minutes per week is all 6Q asks of you to boost employee engagement and improve company culture. Yeah, thank me later. SurveySparrow. SurveyMonkey. Motivosity. Google Forms. Officevibe.

Employee Engagement 75

Employee Engagement Software Engagement Culture 75

Storyminers

APRIL 17, 2019

The first event was held on April 16, 2019 at AT&T. Next, participants and mentors participated in discussions to image how those company CEOs instigated the change, won support, pressed on in spite of skepticism, and redefined priorities for the business, the employees, and the culture. Atlanta, GA April, 2019. April 2019.

Case Study 100

Case Study Study Groups Strategy 100

Gainsight

JANUARY 8, 2019

Build up those knowledge reserves by attending these can’t-miss conferences of 2019. The DX3 agenda consists of keynotes and breakout sessions, networking opportunities, and an interactive show floor where attendees can try the latest tech innovations. Pulse 2019 | May 21-24, San Francisco, CA. North America. Event Website.

Conference 45

Conference B2B Entertainment B2C 45

Qualtrics

FEBRUARY 6, 2019

Below are 10 product experience conferences that you should check out for 2019. Date: March 5-8, 2019. Date: July 15-16, 2019. 2019 speakers haven’t been announced but 2018 speakers included: Martin Eriksson – Founder of ProductTank and Co-Founder of Mind the Product. Other dates: Manchester – Feb 7-8, 2019.

Conference 33

Conference Management Innovation Roadmap 33

Maru Group

OCTOBER 10, 2019

While this isn’t news to anyone in the industry, it was pleasantly surprising to hear how many future-forward leaders are turning these threats into opportunities through innovation and partnerships. The post 5 Key Themes From the SECC 2019 Member Meeting appeared first on Maru/Matchbox.

Meeting 40

Meeting Employee Engagement Customer Centricity Case Study 40

Maru Group

OCTOBER 10, 2019

While this isn’t news to anyone in the industry, it was pleasantly surprising to hear how many future-forward leaders are turning these threats into opportunities through innovation and partnerships. The post 5 Key Themes From the SECC 2019 Member Meeting appeared first on Maru/Matchbox.

Meeting 40

Meeting Employee Engagement Customer Centricity Social Media 40

Clarivate

JANUARY 19, 2024

The Chinese economy’s future hinges on innovation, prompting increased investment in R&D in strategic technology areas such as AI, wireless communication, and biopharmaceuticals. This will also influence the start-up culture, entrepreneurship, and exchange of information among innovators, thus stimulating new ideas and technologies.

Industry 59

Industry Wireless Trends Financial 59

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Blake Morgan

JULY 15, 2023

Walmart and Amazon are two of the world’s largest retailers known for their customer focus and innovation. I’ve covered the battle between these two mega-brands twice, first in 2019 and again in 2021. Innovation In 2022, Walmart invested $14 billion in automation, technology, supply chain, and customer-facing initiatives.

Retail 52

Retail Innovation B2B Transportation 52

Qualtrics

DECEMBER 6, 2018

Below are 10 HR and EX conferences that you should check out for 2019. Date: March 5-8, 2019. Specifically for HR professionals: Learn how the world’s most respected employers shape innovative and inclusive cultures that attract, develop and retain great people. Date: January 31- February 1, 2019.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. A disloyal generation? Disruptors show us how it’s done.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

ChurnZero

FEBRUARY 1, 2019

There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Sustainable revenue growth is stimulated by customer experience innovation. Self-reporting team recognition is quite powerful in evolving customer-centric culture. Ease of Work.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62