Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Yes, it can feel like you are shouting about customers over and over again. Tell a story about why that number went up or down.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

BlueOcean

APRIL 20, 2023

I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. He brings a very genuine and personal element to his leadership, which is incredible when you consider he leads 600 employees across three countries!

Contact Center 156

Contact Center Culture Course Training 156

ECXO

MARCH 20, 2024

Leading this session is our remarkable facilitator, Emma Sutton , from Oracle, a member of the ECXO leadership team. eAAQApHd About Dr. Natalie Petouhoff : Dr. Natalie Petouhoff is a renowned Global AI & Empathy Adviser, recognized for her expertise in AI, customer, and employee experience.

Case Study 52

Case Study Customer Centricity Leadership ROI 52

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. “When you talk about concern, anxiety and sustainability kind of go hand-in-hand. We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Storyminers

FEBRUARY 24, 2021

It’s ingrained in all of us. More than ever before, organizations needed to find ways to truly engage people; and simply pouring out statistics, charts and laborious presentations just wasn’t cutting it – people were ‘getting it’, but not really ‘getting excited’ about it. Storytelling has been around as long as humans have.

Tools 173

Tools Management Leadership Case Study 173

ShepHyken

APRIL 25, 2023

I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. Montañez took this message to heart, and for almost 10 years, while still working at the plant, tried to learn everything he could about Frito-Lay.

Insurance 101

Insurance Customer Service Training Meeting Leadership 101

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 283

Leadership Culture Customer Centricity Report 283

Education Services Group

FEBRUARY 26, 2023

We are energetic about our work. As a CS leader, you might not be as familiar with that last quality, but I can promise you that going on tour is an extremely valuable exercise that more of us can – and should – take advantage of. We’re all excellent storytellers. We aim to deliver the absolute best experiences imaginable. customers).

Customer Success 97

Customer Success Leadership Exercises Meeting 97

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. Executive Connection” will be the new CS superpower My second takeaway from TSIA ties right into the idea of CS as a cross-functional sport.

Sales 106

Sales Marketing Sports Customer Journeys 106

ECXO

OCTOBER 25, 2023

To ensure our network remains secure and genuine, particularly on LinkedIn, please add to your profile picture and details as a Member and connect with us here: [link] These will help you and us conjointly and we will appreciate it very much. Also, please consider adding us to your LinkedIn profile as a member.

Leadership 52

Leadership Connections Video Innovation 52

Clarivate

MARCH 20, 2024

He highlighted upcoming leadership transitions within key research bodies, emphasizing the government’s pursuit of diverse expertise drawn from both academia and industry. Find out more about Research Professional News publications including the 8am Playbook here. Join the conversation on social media at #RPNLive2024.

Government 64

Government Financial Policies Social Media 64

Experience Investigators by 360Connext

AUGUST 22, 2023

Most importantly, it’s about how your customer feels about those experiences. I recommend this three-part assessment: What do you want to know about your customers? That’s why being intentional about customer experience means we have to look at behavior and actions, not just what customers tell us. That’s not true.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

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

C Space

OCTOBER 5, 2021

C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. BOSTON, October 5, 2021 – C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. About C Space.

Technology 98

Technology Leadership Consulting Analytics 98

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 227

Leadership Culture Customer Centricity Report 227

Experience Investigators by 360Connext

DECEMBER 15, 2020

In the customer experience consulting we do with clients, we typically begin this process with reflection questions which help us clearly define what worked and what didn’t. But how do we go about it in an organized way? Executives often share how they struggle with identifying the TOP priority because there are just so many.

Customer Experience 190

Customer Experience Brands Effort Score Customer Journeys 190

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. Ever since the beginning of last year, all of us have had to endure this pandemic. Michelli , Ph.D.,

Leadership 148

Leadership Hospitality Consulting Consumers 148

Totango

FEBRUARY 23, 2024

The first months in a leadership position are critical to setting the tone for your future with the organization. On a recent episode of the MarTech Podcast, Karen talked about her first 60 days at Totango and the steps she took to ensure a smooth transition and set herself and her newly united team up for success. years on average.

How To 97

How To Leadership Marketing Tips 97

Integrity Solutions

JULY 16, 2021

Effective team leadership requires a blend of people focus and goal focus. While it’s rare that someone will have a perfect balance of the two, getting a clear understanding of your natural leadership style will allow you to adjust when necessary to be more flexible to the needs of your team members. What does that look like?

Leadership 110

Leadership Tips System Measurement 110

Calabrio

MAY 18, 2020

Last week I talked about lessons learned around handling the tough decisions driven by the pandemic, this included scenario planning for best-case outcomes which still involved hard choices. This week, l will cover worst-case scenarios and what we need to think about as we determine the future of our organizations.

Leadership 130

Leadership Entertainment Tips Marketing 130

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? It features Bob Chapman, CEO of Barry-Wehmiller, and his approach to leadership that we can/should all learn from. He's a very genuine and caring person, and I love how he's trying to shift the leadership paradigm.

Leadership 169

Leadership Culture Hospitality Measurement 169

Lithium

OCTOBER 8, 2021

Please share with your peers, leave us a rating or review, and continue the conversation in the comments section! Listen to strategic conversations with your peers and leaders about creating the world’s greatest customer experiences. Learn about what it takes to ascend to Titan status Google Podcasts.

Social Media 97

Social Media Leadership Customer Engagement Engagement 97

ShepHyken

FEBRUARY 18, 2020

They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. You must use those insights to drive positive change within your organization. Trust is about setting expectations and delivering on those expectations.

Multi-Channel 116

Multi-Channel ROI Leadership NPS 116

Seaton CX

DECEMBER 6, 2022

For the next 8 hours, you’ll stare at little Brady Bunch boxes as each department leader gives an update about their team’s performance—a business ritual called the Monthly Business Review. You’re always battling ignorance and skepticism about the value of customer experience management. You know how each executive thinks.

Leadership 75

Leadership Conference ROI Meeting 75

Customer Bliss

JUNE 8, 2020

During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work. One thing that happened with us is that we stepped up servicing during what was a difficult time. B2B is interesting.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. Partnering with COPC helped us assess and refine our communications, operations and performance.

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

Customer Bliss

JUNE 14, 2019

To execute their business objective of providing value, Chester and his team picked 5 areas that were relevant to them. There’s also an opportunity to answer questions which can be asked anonymously, which helps leadership stay on the pulse of what’s going on and what people are worried about. About Chester Twigg.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Which is passionate about Conversational AI to empower every person and every organization to achieve more.

Culture 52

Culture Connections Contact Center Leadership 52

ECXO

AUGUST 2, 2023

To know more about Shep you can visit his webpage: [link] What You Will Learn: In this fireside chat, we’ll ask Shep about the following topics: How to generate Convenience that will ensure customer return and how to develop Loyalty in such a challenging period after the Pandemic. Four ways to make storytelling interactive 4.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. But it can also be a hollow gesture if not properly executed and expectations not sufficiently set.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

Zeisler Consulting

FEBRUARY 18, 2021

Executive escalations can be a real life-saver for an organization. I recently had an experience that was saved by an executive escalation. But as with any other organization, there are a few inherent risks with executive escalations and how we handle them. First of all, there’s the simple magnitude of it.

Leadership 93

Leadership System Course Customer Experience 93

Clarivate

OCTOBER 29, 2021

On behalf of the worldwide customer care team and our executive leadership team I’m proud to share that our Chandler Center of Excellence (CoE) has been identified as a key employer that help shape the future of the area. The Clarivate CoEs support this purpose: to improve the ease of use of doing business with us.

Company 98

Company Customer Care Innovation Culture 98

ChurnZero

MARCH 14, 2023

The forces that slow the full understanding and appreciation for the CS business function and contribute to an environment in which the C-level executive team fails to take CS as seriously as it should. Feels like something that NASA would boast about. No one TikToks about systems and controls. Does that sound exciting or what?

System 94

System Customer Success Travel Leadership 94

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. US Employee Engagement Research Report , only 15% of centers have weekly discussions with their agents.

Contact Center 88

Contact Center Engagement Employee Engagement Leadership 88

ChurnZero

APRIL 8, 2022

It’s the definitive Customer Success leadership summit. Learn from others in the industry about what it takes to run a modern Customer Success organization today. Get the leadership tactics to build a high-performing team, as well as the strategic frameworks needed to see the big picture and become a strategic partner to the business.

Customer Success 98

Customer Success Conference Leadership Omni-Channel 98

ChurnZero

NOVEMBER 29, 2022

When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. Sometimes we’d get lucky, and the customer would come to us to ask for more products or services. There were also a number of customers who turned us into shelfware or essentially churned.

Customer Success 98

Customer Success Leadership Case Study Sales 98

Optimove

JUNE 6, 2023

Optimove is serious about providing the best, all-in-one Customer-Led Marketing solutions to any brand looking to grow the right way via their existing customers. Backing that up with steps that bring us and our clients closer to that goal is much harder.   But merely saying that is easy. Right up our alley, don’t you think?

Industry 52

Industry Leadership Analytics Marketing 52