Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Verint

APRIL 10, 2018

You can still find ways to tap into your inner cowboy while attending the Verint Global Customer Conference in the Big D, May 14-17. The Engage18: Global Customer Conference is all about making connections, right? So after the conference, why not take your new-found connections over to The Standard Pour.

Conference 26

Conference Retail Connections Contact Center 26

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

ShepHyken

APRIL 23, 2018

The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). Almost every conference I attend is talking about the balance between digital and human. It makes intuitive sense and data proves the point.

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. This community of CX pros from around the globe provides tons of resources, educational opportunities, conferences, and more.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 75

ROI Net Promoter Score CEM Conference 75

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

InMoment XI

SEPTEMBER 20, 2022

A large national financial services company, concerned that it was experiencing over 30% turnover among new employees, decided to give them a 13% bonus. Those employees who were “satisfied” happily took the additional money, but the result was no discernible decrease in churn. What keeps them there.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

Customer Guru

AUGUST 8, 2018

He has coauthored “Outside In: The Power of Putting Customers at the Center of Your Business” with Kerry Bodine. Harley is a world-renowned keynote speaker and has addressed major business conferences around the world. Ian is the CEO and Founder of Customer Experience Consultancy Ltd., Ian Golding Follow @ijgolding.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Verint

MARCH 27, 2018

28 - Oct 21, 2018), attendees of the Verint Engage18: Global Customer Conference won't get a chance to hear the tallest cowboy in the Big D say "Howdy folks." Want to learn more about the Verint Engage18: Global Customer Conference? Click here.

Engagement 22

Engagement Conference Sports Employee Engagement 22

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

Verint

DECEMBER 20, 2017

The Verint Systems global customer conference is an interactive event designed to help you engage with your industry colleagues, get the full benefit of your Verint solutions, and enhance customer engagement—and have some fun while you’re at it. The conference starts at 6 p.m. The conference starts at 6 p.m.

Engagement 41

Engagement Conference Hotels Tips 41

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement.

Culture 115

Culture Customer Service Leadership Airlines 115

Verint

APRIL 23, 2018

The annual Verint Engage global customer conference will convene on Monday, May 14 at the Sheraton Dallas Hotel. The conference provides an outstanding opportunity to discuss big ideas, bold innovations, and best practices to take back to the office and start using right away. There’s still time to register!

Engagement 31

Engagement Conference Contact Center Hotels 31

VDS

JULY 22, 2020

There is no better way to maintain a strong and consistent internal communication than (literally) seeing your leadership on conference calls. The battleground for brand loyalty remains: The customer experience. Good customer experience starts with communication. Expect employee engagement to be different moving forward.

Connections 52

Connections How To Contact Center Policies 52

Verint

APRIL 24, 2018

In fact, while attending the Verint Global Customer Conference, why not tap into your inner child. The Verint Global Customer Conference will feature over 70 different sessions. You’ll get a chance to have some fun, see familiar faces and make connections with others from the Verint customer and partner community.

Engagement 27

Engagement Conference Customer Engagement Self Service 27

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Conference attendees will have the opportunity to get a sneak peek at what Verint is planning for the future in the Product Innovation Zone.

Engagement 23

Engagement Conference Hotels Innovation 23

ijgolding

OCTOBER 19, 2015

I myself am on my way to deliver a keynote speech at a Customer Experience Conference in Lithuania – as a result of SAS failing to deliver the functional component of the experience (getting us to our destination on time!) – my client and I will have to accept the consequences. Everyone had a story – everyone always does.

Customer Experience 120

Customer Experience Airlines Customer Centricity Customers 120

Verint

APRIL 17, 2018

So if you’re heading to the Big D, May 14-17, for the Verint Global Customer Conference, why not take a journey to the past and visit the Kennedy Memorial. Want to learn more about the Verint Engage18: Global Customer Conference? Click here. ConnectAtEngage #Verint18.

Conference 26

Conference Culture Self Service Contact Center 26

Verint

MAY 1, 2018

In the Dallas Arts District, you’ll find its vibrant streets to be a hive of artistic and educational life that encourages visitors to engage in their creative side. So if you’re looking for places to go while visiting Dallas for the Verint Global Customer Conference, why not have the trolley drop you off at the Dallas Arts District.

Conference 24

Conference Culture Self Service Engagement 24

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Artificial Intelligence Conference.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Verint

JUNE 1, 2017

CRMXchange QA & Analytics Virtual Conference. June 5-8; Online Webinar. Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m.

Sports 30

Sports Conference Analytics Groups 30

Verint

FEBRUARY 23, 2017

Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives. One of the primary themes of the conference was “Leaders Learning from Leaders.”. Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!”

Customer Engagement 28

Customer Engagement Engagement Conference Groups 28

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

FEBRUARY 21, 2018

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. If you need help persuading your manager to allow you to attend, just download the conference justification memo that you can easily customize. Networking.

Conference 36

Conference Engagement Entertainment Hotels 36

Verint

OCTOBER 16, 2017

You probably know that online communities are growing in popularity and offer a variety of benefits. As a CX professional, I like the idea of communities. And speaking for the company I work for and its nearly two-year-old social community, I can testify to these benefits of having our own online community.

Strategy 31

Strategy Technology Social Media Company 31

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Confirmit. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Small Change Can Make a Difference.

Engagement 40

Engagement Customer Service Customer Service Representative Employee Engagement 40

Michel Falcon Experience

FEBRUARY 19, 2016

I envisioned that, one day, I would become a consultant to some of the biggest companies in the world and a reputable keynote speaker that would travel the world speaking at conferences. When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Michel Falcon Experience

SEPTEMBER 24, 2015

I see it every day: companies from around the world claim to be customer-centric, but their operations don’t show it. If they are truly customer-focused then why is their call centre understaffed? Why are customers waiting on-hold for 60 minutes to speak to an employee? What did this make me think?

Customer Experience 60

Customer Experience eBook Social Media Training 60

Michel Falcon Experience

OCTOBER 21, 2015

Note: I would like to put together an exhaustive list of yearly customer experience events to share with my clients and email subscribers. RELATED POST – 4 Non-Negotiable Traits of Customer-Focused CEOs . Attend conferences. Join LinkedIn groups and engage on social media. 2 – Vision.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68