TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

InMoment XI

FEBRUARY 8, 2024

Strategic Services Strategic services in contact center optimization involve consulting and support from experts who provide guidance on aligning contact center operations with broader business objectives. Personalization fosters a sense of connection and demonstrates a commitment to understanding and meeting individual needs.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

Experience Investigators by 360Connext

JUNE 11, 2015

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. How toxic is your culture?

Culture 110

Culture How To Leadership Social Media 110

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. Embedding a client focus starts with your culture. There’s a lot of jargon in CX. The reason?

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

Calabrio

JUNE 29, 2020

I believe the work we have done as a collective Calabrio team to create a culture of collaboration, sharing, inclusion and innovation is the foundation of our 2020 Top Workplace ranking. . More than ever we need to operate as a truly connected, global company. It looks different today, but is just as strong as ever. .

e-support 264

e-support Culture Innovation Employee Engagement 264

Experience Investigators by 360Connext

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

InMoment XI

MARCH 14, 2023

I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty. Jim: Since Avnet is a global company, you have many different cultures to navigate. Our Conversation with Peggy Carrieres of Avnet Jim: Great to see you again, Peggy!

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Second to None

APRIL 4, 2019

Company culture is a fluid concept from top to bottom. Culture is outlined by leadership, executed by management and embraced by employees. When leaders emphasize work culture, it becomes a priority for managers. By taking the time to connect on a more personal level, it incentivizes employees to continue their hard work.

Culture 83

Culture Engagement Leadership Customer Centricity 83

CSM Magazine

MAY 4, 2021

The specialist contact centre provider Connect Assist has launched Sign Assist; UK’s first one-to-one signing service delivered by deaf native British Sign Language (BSL) users. To use the service, users will click a Sign Assist logo connecting them with a Relate video platform. About Connect Assist.

Connections 52

Connections Video Banking Training 52

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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. Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Culture is so much more than a buzzword!

Leadership 227

Leadership Culture Customer Centricity Report 227

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? What is the key to successfully transforming work culture to better serve customers? which he wrote with Diane Magers.

Customer Experience 96

Customer Experience Customer Centricity Culture Leadership 96

CX Accelerator

NOVEMBER 11, 2022

One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. Looking back and connecting the dots, the seeds of customer service was sown when I was in Air Canada.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

ShepHyken

MAY 17, 2022

Creating a Company Culture –. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. He is the author of How’s the Culture in Your Kingdom?: The Disney Way.

Culture 71

Culture Leadership Consulting Loyalty 71

Qualtrics

OCTOBER 30, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. The culture at Qualtrics is very similar to #teamfuqua. After visiting the campus in Utah (I had only been to Utah once before to ski in Park City), I was blown away by the culture. For now, Utah feels like home.

Consulting 36

Consulting Customer Success Culture Video 36

Beyond Philosophy

SEPTEMBER 11, 2014

Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. I would argue that this is true of Bank of America.

Banking 138

Banking Culture Employee Engagement CEM 138

Qualtrics

SEPTEMBER 10, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. I enjoy working as an Implementation Consultant at Qualtrics because it is project-based and always evolving. This is Paulina’s “Why Qualtrics” story. What is your favorite part of your role?

Consulting 35

Consulting Culture Leadership Tips 35

AWS Machine Learning

MARCH 29, 2024

Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience. If the agent ends the conversation, the customer is notified and the WebSocket connection is closed. This is the second post of a two-part series.

Contact Center 93

Contact Center Chatbots Self Service Touchpoint 93

C Space

JULY 15, 2021

BOSTON, January 21, 2021 – Boston based, C Space CEO, Jessica DeVlieger has been announced in the Top 50 Best CEOs for Women, by workplace culture monitoring site Comparably. The C Space business has a strong focus on creating an inclusive culture for all. C Space is a part of the Interbrand Group. About Comparably.

Culture 52

Culture Leadership Policies Analysis 52

CSM Magazine

MARCH 31, 2020

Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Building a strong company culture takes time, work, and long-term commitment from all levels of a company, beginning at the top. After you’ve laid the groundwork, focus on building out the next steps to follow.

Culture 52

Culture Training Customer Satisfaction Software 52

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Zeisler Consulting

FEBRUARY 20, 2024

What’s worse is, often the same sort of culture that doesn’t enable and empower team members to take care of their Customers is the same one that doesn’t really care much about hearing back from us. I left him with a copy of my book to pass on, and sent his boss a LinkedIn connection request.

Feedback 93

Feedback Survey Customers Culture 93

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. For an amazing example, check out this culture manifesto from Hubspot (via Slideshare ): The challenge – the WHAT in your culture – is what will define your customer experience.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

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

Storyminers

FEBRUARY 24, 2021

You need to be able to get people to connect with it, and also, help them connect the dots. Better still, you need to make the audience PART OF THE STORY and, using the techniques that we generally use in consulting, become co-authors of that story. Good storytelling isn’t simply cooking up a fantastic tall story.

Tools 173

Tools Management Leadership Case Study 173

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. More Posts - Website Follow Me: The post 5 Ways to Sabotage your Customer Experience appeared first on Customer Experience Consulting. . “Sometimes it’s ok to be #2… Don’t worry about the big guys. Worry about your guys.”

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s ingrained in their culture. Sharing useful content, supporting others, and generally connecting with people will proactively build relationships and make them want to become customers. They smile, greet, and are basically always happy to see people.

Banking 286

Banking Loyalty Culture Social Media 286

One Millimeter Mindset

AUGUST 11, 2021

As a result, value silos easily become their own domains, with their own cultures. Over time, pride of ownership within these domains creates a sense of professional exclusivity within these cultures. From the start, this strategy becomes an innovative way to shift the human dynamics within the most staid organizational cultures.

Innovation 116

Innovation Culture Leadership Resources 116

Experience Investigators by 360Connext

OCTOBER 16, 2014

The world is incredibly diverse, small, connected and transparent. Underscoring cultural or contextual stereotypes and not even realizing it. Consider the -isms and -ia that might be alive and well within your culture. Language, culture and community are nuanced and living organisms. America this and America that.

Culture 259

Culture Social Media Consulting Communication 259

Experience Investigators by 360Connext

MARCH 26, 2024

Image copyright Matthew Rakola] Greg Kihlström ( theagilebrand.com ) is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to some of the world’s top brands on marketing technology, marketing operations, and digital transformation initiatives. About Greg Kihlström: Greg Kihlstrom.

Banking 178

Banking Advertising ROI B2B 178

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. A former teacher and economist, Adrian is now a consultant, author and speaker. And one of the best ways to do that is through CX thought leaders. Annette Franz

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Magellan Solutions

NOVEMBER 10, 2023

To answer the question of which is better, India vs. Philippines outsourcing, let’s dive into the details based on their economic, cultural, and operational differences. Growth Rate India dominates the worldwide outsourcing market with a large 37% stake, followed by the Philippines at 15%, according to Kittelson & Carpo Consulting.

Culture 52

Culture Government Financial Transportation 52

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Clarivate

JANUARY 4, 2024

Following decades of experience in the telecommunications industry, Pooja sought to broaden her professional horizons, and was introduced to Clarivate through an external consultant. She urges women to proactively connect with colleagues, especially with senior professionals who are women, and actively look for the right mentors.

Meeting 59

Meeting Telecommunications Innovation Connections 59