Steve DiGioia

OCTOBER 2, 2015

What’s wrong with this company? They come to their new job with rose-colored glasses and all of a sudden think that their new company does everything wrong. Continue reading… The post What’s Wrong With This Company? That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way.

Company 100

Company Policies Management 100

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” We recently fielded this question with our Customer Advisory Board (CAB) revealing a consensus among CS and sales leaders: improving retention rates is the most important business outcome to focus on this year. Closing communication gaps.

Sales 89

Sales Customer Success Customers Communication 89

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Magazine

APRIL 18, 2024

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. The system has already helped the Essex-based company offset more than 200 tonnes of CO2 and achieve net zero running for its fleet of vehicles, as well as reducing paper use by around 20,000 sheets a year.

System 52

System Management Customer Relationship Management CRM 52

Forrester's Customer Insights

NOVEMBER 27, 2023

What OpenAI’s Future Monetization Model Might Mean For The Company — And For You OpenAI has been all over the news recently, for all the wrong reasons. A dramatic showdown between members of the board of directors, company executives, investors, and even employees caught everyone’s attention.

Company 58

Company 58

CSM Magazine

JANUARY 27, 2023

When a board comes together for a meeting, it is essential to ensure it is productive, efficient, and leads to the intended results because board committees have demanding workloads. What is Board Portal? Check more information about the board portal at [link] What is File Sharing?

Government 52

Government Software Meeting Healthcare 52

Totango

MARCH 8, 2022

I have left companies because there were no women on top. Here, we have built an incredible team with many women on board.” . Director of CS; Anne Ting , SVP Marketing; Monique Nguyen , Sr. Director of Product Experts Group; Lorena Fikes Sr. At Totango, however, we have much to celebrate. But I had tenacity.

Leadership 86

Leadership Sales Culture Customer Success 86

AskNicely

SEPTEMBER 5, 2015

This is the first post from our series, “How to Perform Better in the Boardroom” – advice gathered from interviews with seasoned directors of technology startups to help SaaS CEO’s run an effective board. As soon as a board starts to lack trust in the CEO, its irrecoverable.

Hospitality 150

Hospitality Meeting Strategy Consulting 150

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

CSM Magazine

AUGUST 14, 2019

It is vital to a company’s success to have different external perspectives but how can the CEO and Chairman have different perspectives if the role is played by the same person? The CEO, formally known as the chief executive officer, is the highest ranking person in a company or organization. The role of a CEO. The role of a Chairman.

Company 40

Company Report Meeting Communication 40

CX Journey

DECEMBER 7, 2016

A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. Like most companies, we were boring, using the periodic table to find the right precious metals to name our packages.) Note: The most difficult part of this exercise were the names themselves.

Company 80

Company Customer Journeys Exercises Customer Centricity 80

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

West Monroe

MAY 24, 2022

While Peloton’s success remains to be seen, there are already clear lessons for every company to heed while developing their long-term digital strategies. This starts with an understanding that they are never done – companies must keep iterating, or the market will simply move on without them. A content studio?

Company 98

Company Financial Leadership Apparel 98

AWS Machine Learning

JANUARY 13, 2023

Technical Director, ParsonsX. Parsons Corporation (NYSE:PSN) is a leading disruptive technology company in critical infrastructure, national defense, space, intelligence, and security markets providing solutions across the globe to help make the world safer, healthier, and more connected.

Transportation 85

Transportation Leadership Training Innovation 85

CX Journey

SEPTEMBER 1, 2016

How will you and your company be celebrating CX Day this year? Dozens of Local Networking Events are being planned around the globe Hundreds of company celebrations Several online events , including Google+ Hangouts, Twitter chats, and a webinar CX Impact Awards that recognize individuals who exemplify excellent customer experience And more.

Company 92

Company Customer Experience Professionals Customer Experience Management Customer Experience 92

NICE inContact

JULY 2, 2019

With 360 offices in 23 states and five international offices, the company employs 28,000, mostly nurses and home health aides. And the improvements kept building across the board—in efficiencies, productivity, cost savings. While BAYADA has experienced robust growth in past years, its New Jersey contact center wasn’t so healthy.

Abandon Rate 150

Abandon Rate Contact Center Hospitality Insurance 150

ShepHyken

FEBRUARY 4, 2020

Top Takeaways: It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development. Very few companies take the customer experience into consideration when designing new products. The Voice of the Customer.

Culture 128

Culture Customer Centricity Employee Engagement Customer Voice 128

Optimove

JUNE 6, 2023

This is why we’re delighted to announce the addition of top-tier serial entrepreneur Stephan Dietrich to our Board of Directors as an independent, non-executive member. Under his leadership, the company more than quadrupled its revenue in five years, and he was instrumental in defining the Marketing Cloud category. 

Industry 52

Industry Leadership Analytics Marketing 52

Storyminers

DECEMBER 3, 2020

Hoffmann-La Roche AG, Bain & Company, IBM, Michelin, Dell, Novartis International AG, Boston Consulting Group, Real Madrid C.F., IBTM World Virtual is set for success with over 10,000 meetings due to take place over the three days of the event, which will this year take place completely online from the 8 th to the 10 th December.

Tourism 204

Tourism e-support Hotels Meeting 204

CSM Practice

DECEMBER 7, 2020

.— Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Members of the CSM Practice Advisory Board are some of the most respected thought leaders in the field of customer success.

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Groups 81

ijgolding

JULY 25, 2017

Among others, I was interviewed by the company chairman and the managing director. Granted, the company was small, with only around 150 employees, but little would I know how unusual these two men were to become in my work experiences going forward. In the last five years, I have worked with 67 companies. I was delighted.

Customer Centricity 170

Customer Centricity Leadership Connections Banking 170

Kustomer

JANUARY 21, 2021

Learn how Steve and Troy are helping CX leaders make steady progress to achieve the next level of CX excellence for their companies by listening to the podcast below. Learn how Steve and Troy are helping CX leaders make steady progress to achieve the next level of CX excellence for their companies by listening to the podcast below.

B2B 95

B2B Company B2C Customer Centricity 95

inSided

JANUARY 25, 2021

[Amsterdam, Netherlands – January 26, 2021] InSided, the Customer Success community platform , has welcomed two new board members and added two key roles to its leadership team in preparation for expansion in 2021.

Leadership 52

Leadership Software Customer Success Technology 52

Topdown

NOVEMBER 2, 2020

The most important person to a company or organization isn’t the CEO or any of the C-suite executives; it’s not even the chairman of the board of directors or even the majority stockholder. The most important person to any company or organization is the individual end-consumer.

Consumers 62

Consumers Company Customer Journeys Communication 62

Calabrio

MAY 28, 2019

Director of quality/training/WFM at a $500 million-$1 billion services company. [We Director of quality/training/WFM at a $500 million-$1 billion services company. AVP of member services at a $50-$250 million company in the finance industry. Forecasting and scheduling manager at a $1-3 billion company.

Engagement 199

Engagement Management Call Center Industry 199

Customer Bliss

JANUARY 25, 2019

But he had been working at the company for 10 years already and saw this as an opportunity to truly make some changes in the company and overhaul the CX program. Every year they conduct an NPS study, they started an advisory board for one of the customer segments, and are chartering key initiatives for improving CX in 2019.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. NPS always does well when put in a context beyond its basic questioning of “How likely is it that you would recommend [Company] to a friend or colleague, and why?” Sometimes, you get forced.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. NPS always does well when put in a context beyond its basic questioning of “How likely is it that you would recommend [Company] to a friend or colleague, and why?” Sometimes, you get forced.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

BlueOcean

JANUARY 18, 2016

Blue Ocean Contact Centers, a member company of IMP Group Limited, supporting top tier global brands from four centers in North America, is expanding their business development team with several key additions. Elizabeth Sedlacek joins the company as Director, Sales and Stephanie Small comes on board Sales Executive.

Contact Center 120

Contact Center Call Center Sales Customer Care 120

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. Companies like TeamSnap and Kayako (as well as Trello ourselves) use Trello boards for training and onboarding.

Training 213

Training Culture Customer Service Training Customers 213

ShepHyken

JUNE 20, 2023

Miller eventually bought tickets, and Scott Anderson, managing director of the games, promised it wouldn’t happen again. A Puerto Rican family traveling from the United States to Puerto Rico was denied boarding a plane because their infant child did not have a U.S. There is a happy ending to the story.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

Bill Quiseng

MARCH 26, 2022

And just 5 years later, I was fortunate to serve as the opening director of services for Marriott’s 100 th property, the Maui Marriott Resort, the first in the state of Hawaii. Serving many years as a Board member of General Motors, he had visited often when it was a Ritz-Carlton. On opening day, Mr. Marriott welcomed all of us.

Hospitality 78

Hospitality Hotels Leadership Examples 78

Customer Bliss

AUGUST 15, 2017

Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement. Annette is the Group Customer Experience Director for the Thomas Cook Group. Episode Overview. About Annette.

Travel 204

Travel Industry Hotels Customer Journeys 204

West Monroe

MAY 24, 2022

While Peloton’s success remains to be seen, there are already clear lessons for every company to heed while developing their long-term digital strategies. This starts with an understanding that they are never done – companies must keep iterating, or the market will simply move on without them. A content studio?

Company 52

Company Financial Leadership Apparel 52

AWS Machine Learning

APRIL 3, 2024

The rise of contextual and semantic search has made ecommerce and retail businesses search straightforward for its consumers. Search engines and recommendation systems powered by generative AI can improve the product search experience exponentially by understanding natural language queries and returning more accurate results.

Policies 99

Policies Examples Ecommerce User Experience 99

Gainsight

MARCH 7, 2022

Over the past few years, we’ve been keeping our eye on an incredibly positive trend in the most successful companies: closer, more collaborative relationships between Customer Success and Product teams. . And now, we’re seeing more and more companies recognize that neither team can drive success by themselves.

Customer Success 103

Customer Success Roadmap Chief Customer Officer Feedback 103

Alida

MARCH 27, 2018

As CMO, chief commercial officer and board director, Michael is renowned and respected for his role in leading and shaping the direction of the Mandarin Oriental Hotel Group for the past 26 years. ” -Michael Hobson, CMO, chief commercial officer and board director, Mandarin Oriental Hotel Group . .

Brands 124

Brands Hotels Rewards Programs Insurance 124