2020 Research

JULY 12, 2023

Sago Appoints New Leaders Expanding its Commitment to Innovation and Improving the Human Experience in Research Iselin, NJ—July 11, 2023 Sago ( formerly Schlesinger Group ), a global research and data partner connecting human answers to business questions announced the appointment of two key leaders to its executive team.

Leadership 52

Leadership Sales Marketing Innovation 52

Experience Investigators by 360Connext

DECEMBER 17, 2014

He’s a #CX pioneer with several start-ups and consulting practices under his belt, a client roster of 400+ companies in 25 countries, who claim $1.5B+ in additional value from their work with him. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin'

Innovation 275

Innovation Connections Consumers Sports 275

Steve DiGioia

JULY 19, 2021

To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking. I’m happy to present my Leadership Series of interviews to you again. 11 Customer Service Leaders We Can All Learn From. Whew, they sure do it all.

Customer Service 189

Customer Service Social Media Hospitality Leadership 189

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus.

Leadership 141

Leadership Customer Experience Customer Service Call Center 141

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. is the answer to a chaotic world.

Leadership 98

Leadership Government Employee Experience Innovation 98

Education Services Group

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth.

Consulting 89

Consulting Customer Success Strategy Chief Customer Officer 89

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. Human connections make a huge difference in B2B.

Connections 160

Connections B2B Touchpoint Fashion 160

One Millimeter Mindset

SEPTEMBER 15, 2021

Are you comfortably connecting strategic value dots across your organization? If you are really, really comfortable connecting those dots, you may not be providing the robust yet nimble business outcomes you target. When you become too comfortable in your professional role, you default to connecting strategic value dots linearly.

Connections 95

Connections Innovation Leadership Meeting 95

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. This week we feature an article from Joseph A.

Leadership 73

Leadership Customer Experience Consulting Roadmap 73

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. Chief Customer Officer 2.0

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. How will you define employee engagement and customer experience success?

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. What was the top priority for our customer experience goals? Did we meet it?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

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? How can leaders support employees in executing customer-centric initiatives? Break down silos and encourage collaboration to deliver amazing customer experiences.

Customer Experience 95

Customer Experience Customer Centricity Culture Leadership 95

Customer Bliss

JUNE 27, 2017

Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. Recently appointed into a brand new role for the business as ‘Head of Customer Experience at Marks & Spencer’, Alice has 15 years’ experience of retailing. Alice made her own video explaining customer experience.

Retail 0

Retail Leadership Customer Experience Video 0

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. He was a great student of customer experience and formed/understood what the work needed to be. I loved working with Mark!

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. What’s more, they started realizing that while they excelled at acquiring new customers, they weren’t great at keeping them. After interviewing current and former customers, I identified a pattern. What about Mr. Happy Customer?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Strativity

MARCH 6, 2020

Throughout Strativity’s 17+ years, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. How to build momentum during organizational transformation .

Consulting 52

Consulting How To Roadmap Leadership 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. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), Her Great Grandmother was a Wyoming homesteader.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. or customer satisfaction was negatively impacted (less hours + limited staff = unhappy customers).

Self Service 207

Self Service Customer Service How To Contact Center 207

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations. Published on: November 06, 2019.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Connect with Gregg on his platforms: Website. Where followers fit in good leadership. How trust is an outcome, not a value of leadership.

Leadership 52

Leadership Culture Exercises Airlines 52

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon.

Customer Success 98

Customer Success Leadership Sports Resources 98

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. The impact it has on your PS and consulting, and on any client interaction, is considerable.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. It’s their job to truly represent the customer in every meeting. It’s their job to truly represent the customer in every meeting.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

DECEMBER 5, 2014

Customers, and those of us who serve them, have one thing in common, no matter what the industry or situation. The most exciting companies change the game by innovating around their customer experience. These are the types of questions Adam Toporek and I will be covering in our new business podcast: Crack The Customer Code!

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

North Highland

MAY 3, 2019

Many companies are reinvesting in their leadership development initiatives, knowing that people—more specifically leaders—are the make-or-break factor in an organization’s ability to achieve its goals. The first step in implementing a successful leadership development program involves defining the goals and objectives. Getting started.

Leadership 61

Leadership Case Study Culture Innovation 61

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. Keeping customer praise to yourself.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 100

Connections Social Media Video Customer Experience Design 100

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

If there is one way to create a better customer experience, it’s this: Advocate. But what about customer advocacy? They became antagonists to the very customers they are supposed to serve. And they are never asked to advocate for the customer. Shame on the C-level for assuming customers aren’t paying attention.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It only works when your customer believes it was beyond your control , not foreseeable, or the like. Care about your people before they become customers.

Banking 286

Banking Loyalty Culture Social Media 286

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

PK

MARCH 25, 2020

While the current crisis has forced many of us into isolation, it’s also created opportunities to connect in new and innovative ways. Because of this durability, we are able to make quick decisions that protect everyone’s health while staying well-connected.

Connections 52

Connections Retail Healthcare Travel 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132