How Exemplis Commits to Company Culture and CX Improvement

Customer Bliss

In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture.

How to Manage Company Politics

Beyond Philosophy

I spent my day navigating company politics. You will not find training programs on company politics or how to deal with them. Our latest episode of The Intuitive Customer podcast addresses office politics and how to manage them effectively.

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How Service Management Software Benefits Your Company’s Growth

Astea

The Right Field Service Management Solution Yields Long-Term, Recurring ROI. But the benefits of field service management (FSM) software mean you can achieve profitable growth without bloated long-term operating costs.

Who’s Hiring Journey Managers?

Kerry Bodine

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

Conquering CX Through Workforce Engagement

Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC

On strategic management in CX

Customer Bliss

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. One-company accountability, leadership, and culture. Your thoughts on strategic management?

3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. The way to avoid this mess around surveys is to move towards one-company leadership.

Change Management Part 1: Why Companies Fail to Change

Strativity

91% of companies have experienced a failure when trying to launch an organizational change initiative. Most often, there’s one key component that’s missing from change management—motivated and empowered people. The post Change Management Part 1: Why Companies Fail to Change appeared first on Strativity. Organizational Change is Essential Adapting to change is critical to survival in both business and in.

Optimize Your Customer Experience Management Strategy

GetFeedback

At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. In response, many organizations have begun rolling out a new function called customer experience management (CXM). What is customer experience management? The basic mechanics of customer experience management.

Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off

Kristina Evey

What stymies … Read More Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off. The post Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off appeared first on Kristina Evey. Customer Experience Management Leadership Perceived Value PerceptionIt should old news to you by now that focusing on Customer Experience(CX) drives sales and customer loyalty.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

How to Achieve Company-Wide Customer Success with Guy Nirpaz

Customer Bliss

These actions have to be agreed upon, company-wide. It happens when you can manage the customer lifecycle in a way that is predictable and going to lead to better results and retention.

CXone Cloud Contact Center Software Helps Energy Company Soar

NICE inContact

As one of Europe’s largest and fastest-growing energy producer/retailers, the company has more than 20,000 employees and had been generating power—electricity and heat—in Sweden, Denmark, Finland, Germany, the Netherlands and the United Kingdom.

6 Actions to Build a Company that Would Make Your Mom Proud

Customer Bliss

After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids.

Who’s Hiring Journey Managers?

Kerry Bodine

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

Customer Success Manager Job Description

natero

Customer Success Management is a dynamic role, and job responsibilities can vary depending on a company's maturity, culture, and vision. With demand consistently outpacing supply, hiring Customer Success Managers is no easy feat. Customer Success Management

Modern Marketing Strategies Every Company Needs to Try Today

GetFeedback

After several weeks of analysis and market survey, I’ve come up with a list of the best modern marketing strategies every company needs to try today. Long tail keywords mean that a Google user already has an idea in mind and that they’re looking for a company to fulfill their needs. Nielsen states that 92% of people are more likely to believe another person rather than a company’s marketing strategy. Use tools like HootSuite for easier social media management.

Why Employees Quit Managers, Not Jobs

Kristina Evey

You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey. Customer Experience Emotional Intelligence internal customers Leadership

Live Chat Mistakes Companies Make And How To Avoid Them

Kayako

It’s one of the hardest, easiest things that a company can do to provide stellar support. While we do have a pretty neat compilation of live chat statistics , no one has all of the answers on what the perfect live chat process for your company looks like. Live Chat.

How To 156

Customer Context at the Speed of the Conversation

All about Panel Management Software

QuestionPro Audience

What is Panel Management Software? Panel management software is a tool that helps companies create a customized portal for their panel. Using this software makes it easy for companies to recruit, segment and maintain their panels. What is a Research Panel?

How a Company Reacts to a Crisis Says a Lot About its Customer Centricity

C3Centricity

In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity.

How to Stop Hiring Toxic Employees (A Lesson for Every Company)

Michel Falcon Experience

We hired someone who spoils our company culture. They spoil team alignment, alienate others and are typically only cordial to your company’s best clients. A sample of my interview process that has been replicated 100+ times by companies like yours. We’ve all done it.

How to Create a Local SEO Strategy for B2C Companies

ReviewTrackers

These six strategies will help B2C companies who are just getting started with local SEO. Optimizing for local is so extremely important for B2C companies. Education Start Managing ReviewsThis article is written by Holly Rollins. Holly is the president and owner of 10x digital.

B2C 185

Hybrid CX (Pt 3) - Why Organizations Feel Pressured To Go Digital And How To Help Them

Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor

A 3-Stage Approach to Your Company’s New Customer Experience

Customer Bliss

TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida. And I don’t know that there are too many people that are motivated by accomplishing customer, or accomplishing company goals as you are.’

Strategies for CCO Success in Startup Companies with Rosalyn Curato

Customer Bliss

Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. Focus on Retention and Establish Relationship Managers.

Astea International Earns Frost & Sullivan’s 2018 Company of the Year Award in Mobile Field Service Management

Astea

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. Company Contact: Emily Hackman.

Does Your Manager ENABLE or DISABLE Your Career?

Michel Falcon Experience

To be successful in our roles and contribute to the success of our organizations, our team members need to be aligned with their managers. In my career, I have been managed and have managed people over the past decade. Create a Manager Muse Document.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

Intraday Management — GPS for the Contact Center

NICE inContact

As I slogged along the 101 here in Southern California recently, I realized that my navigation is a lot like the intraday management and reforecasting capabilities available within workforce management platforms. First, What Is Intraday Management? For example, leveraging 40+ advanced patented algorithms and machine learning, CXone Workforce Management Pro can deliver the most accurate predictions of future call volume and create optimized schedules accordingly.

The State of Voice of the Customer (VoC) for B2B Companies

GetFeedback

Many companies are still finding their footing when it comes to implementing technology and moving the needle with CX improvements. If companies don’t become more discerning with their survey programs, survey fatigue will start to mean fewer, less accurate responses. .

B2B 195

The Science of Predictive Customer Experience Management

CloudCherry

times the customer lifetime value of other companies. Fortunately, there’s a method to Customer Experience Management. Through surveys, you generate valuable data about what customers think about your company.

What’s Wrong With This Company?

Steve DiGioia

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. “I’m Continue reading… The post What’s Wrong With This Company? Management what's wrong with this companywhy do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way.

Customer Success Needs to Grow (Up)

Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle

10 Phrases Good Managers Say Regularly

CSM Magazine

Good managers are different from other bosses. A key attribute about good managers is that they talk differently than their colleagues, and that adds to our sense of empowerment. 10 Phrases from Good Managers. Few managers are good at providing clear goals and expectations.

Blue Ocean Promotes Sean Miller to Director of Workforce Management

BlueOcean

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management.

The Three Pillars of Customer Experience Management

CloudCherry

In a world where convenience is everything, companies need to work harder than ever to meet and exceed their customer’s expectations. But the methods we’re using to manage the customer experience are stuck in the past. Pillar #2: Companies must gain a 360 degree view of the customer.

Managing Infinite Customer Journeys

Optimove

Be the Customer Journeys All-Star at Your Company. The post Managing Infinite Customer Journeys appeared first on Optimove Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services.

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction