Blake Morgan

AUGUST 29, 2023

Contact centers are the bridge that connects your customers to your brand and allows them to feel engaged and heard. I talked to Naomi Wheeless, the Global Head of Customer Success at Square, about the management and leadership strategy required to modernize and run a customer-centric contact center.

Contact Center 52

Contact Center Leadership Strategy Management 52

Storyminers

FEBRUARY 24, 2021

Storytelling is not a new phenomenon at all – it’s just that ‘management’ is never looked upon with a storytelling angle. You need to be able to get people to connect with it, and also, help them connect the dots. CREATING SOMETHING LIKE A VISION WITH STORYTELLING IS AT LEAST THINKABLE – BUT MANAGING AND DRIVING CHANGE?

Tools 173

Tools Management Leadership Case Study 173

InMoment XI

APRIL 9, 2024

Change in ownership: A change in ownership or management might prompt the decision to delete the Facebook Page and start fresh under new leadership. This will take you to your Meta Business Account, sometimes called a Business Manager account. Only admins have the ability to manage roles on a Facebook Page.

Brands 260

Brands How To Social Media Feedback 260

CSM Magazine

NOVEMBER 2, 2023

Lesley Avinou, Group Director of Client Partnerships, Sigma Connected Business outsourcing provider Sigma Connected has announced the appointment of Lesley Avinou into the newly-created role of Group Director of Client Partnerships. Prior to this she held leadership roles at British Gas, Scottish Widows and Standard Life.

Groups 52

Groups Connections Leadership Government 52

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Connections Leadership Communication 98

eGain Blogs

OCTOBER 29, 2021

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. What is KMWorld Connect 2021? What is KMWorld Connect 2021? As a pioneer in knowledge-powered customer engagement, eGain has always kept track of developments in knowledge management and information management.

Connections 93

Connections Conference Innovation Customer Engagement 93

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers.

Culture 52

Culture Connections Contact Center Leadership 52

Customer Enthusiast

NOVEMBER 27, 2023

I will share additional posts over the coming weeks to support leaders, managers, and supervisors in this effort. to discover the total job role, which consists of both job functions (duties & tasks) … Continue reading "How to create an inspired workforce: Connect" Source In summary, the first four steps are 1.)

Connections 62

Connections How To Management Employee Engagement 62

Integrity Solutions

SEPTEMBER 2, 2022

It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. Nor will they put themselves through the wringer and sacrifice their health and well-being (mental and physical) to take up the slack for understaffed and poorly managed organizations.

Management 119

Management Employee Engagement Culture Leadership 119

Experience Investigators by 360Connext

DECEMBER 17, 2014

Currently, Mike is the founder and managing principal at Storyminers in Atlanta, GA. He and his team help retail and service firm leadership teams improve their customer experiences with a unique combination of experience, service, and business design.

Innovation 275

Innovation Connections Consumers Sports 275

Russel Lolacher

MAY 4, 2021

It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. There are many who fall into positions of leadership that are ill-suited (think Michael from The Office) and they aren’t bettering the organizational health. The post What Will be Your Leadership Legacy?

Leadership 128

Leadership Sports Examples Connections 128

BirdEye

DECEMBER 8, 2023

So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. However, managing corporate reputation could be tricky for many companies. If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further.

Strategy 115

Strategy Management Social Media Brands 115

West Monroe

JANUARY 29, 2024

Uninterrupted grid edge connectivity is essential for distribution utilities driving toward a future where efficient, secure, and reliable field area network (FAN) operation is not just preferable but required. The network architecture allows for redundancy and flexibility with ownership and management options across network components.

Connections 52

Connections Roadmap Wireless Financial 52

ijgolding

JULY 4, 2017

In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management. ‘Did you know that Amazon have actually embedded 14 leadership principles into the way they work?’, Fourteen leadership principles seems like a lot!

Leadership 152

Leadership Customer Centricity Fashion Retail 152

NobelBiz

FEBRUARY 22, 2023

But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner. Effective leadership has the ability to increase both your contact center performances and customer satisfaction. Unfortunately, this is the way things work in management.

Contact Center 52

Contact Center Leadership Call Center Rewards Programs 52

NobelBiz

FEBRUARY 22, 2023

But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner. Effective leadership has the ability to increase both your contact center performances and customer satisfaction. Unfortunately, this is the way things work in management.

Contact Center 52

Contact Center Leadership Call Center Rewards Programs 52

Beyond Philosophy

MAY 13, 2023

Having a high IQ isn’t the most important thing for leadership. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years.

Management 78

Management Customer Service Representative Leadership Customer Service Strategies 78

Horizon CX

MARCH 25, 2019

If a team isn’t performing well, a review of communication practices starting with your leaders—managers, supervisors, officers in charge–is in order. Do your leaders check on your employees to connect with them? Cultivating leadership potential requires moving from the role of a manager to that of a mentor or a coach. #4

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

ShepHyken

MARCH 19, 2021

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Despite this, only a fraction of those women make it into leadership positions — 48%, to be exact.

Leadership 85

Leadership Self Service Customer Service Trends 85

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. CX Click To Tweet.

Leadership 141

Leadership Customer Experience Customer Service Call Center 141

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. Concur is also a SaaS company. This is huge in business to business customer experience.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 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

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

Management 156

Management Social Media Groups Call Center 156

CSM Magazine

FEBRUARY 28, 2024

Today, as the CEO, I’m proud to lead a company that manages more than 500 enterprise brands globally, helping some of the world’s largest companies deliver exceptional customer experiences. When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. How did we get here?

Leadership 52

Leadership Innovation Groups Conference 52

CSM Magazine

JANUARY 16, 2024

Gabrial Rodriguez Seilhan, Managing Director for Iberia Sabio Group , the global digital experience transformation services specialist, has announced the appointment of a new Managing Director for its Iberian operations. Rodriguez replaces outgoing MD Santiago Martinez, who is stepping down from the position after four years in charge.

Groups 52

Groups Management Leadership Consulting 52

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership? How can followers become leaders in that case?

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

Kate Nasser

MARCH 13, 2016

Top leadership connection to inner circle removes these key threats to success. Connect and engage to succeed. The post Leadership Connection: Connecting to Inner Circle Removes These Threats appeared first on KateNasser.com. In today's world, no news is not good news.

Connections 40

Connections Leadership Engagement Employee Engagement 40

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. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems. Wipro is an AWS Premier Tier Services Partner and Managed Service Provider (MSP).

Data 113

Data Management Effort Score Training 113

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

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. If you are trying, with limited success, to become more customer-centric , this book can help you connect the dots.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

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. After my engagement rolled off, he continued to engage the leadership team around the importance of this work. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. 5 Key Customer Success Manager Interview Questions. . How do you serve as an advocate while still managing expectations?

Customer Success 96

Customer Success Management How To Leadership 96

Integrity Solutions

FEBRUARY 27, 2023

Great sales managers are required to become great coaches. Great sales managers know that everyone in their organization takes a cue from them. In many sales organizations, managers who rise up through the ranks view themselves as “super reps”—but they would do better to become super coaches instead.

Sales 62

Sales Management Culture Leadership 62