Gainsight

OCTOBER 22, 2020

I’m responsible for Product Management and Technical Communications. With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. . Tell us a bit about yourself and what your role is at Gainsight. What does your day-to-day look like? If so, how? .

Meeting 98

Meeting Management Roadmap Customer Centricity 98

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 2 – Connect ROI to Growth. CX #Leadership Click To Tweet. What do you Know Now That You Wish You Knew Then? It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Industry Management Guidelines 129

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. In the end, everything is connected. Customer Experience Measurement: A successful customer experience requires continuous measurement and management.

B2B 98

B2B Customer Experience Roadmap Culture 98

Experience Investigators by 360Connext

AUGUST 22, 2023

It gets easier with time, and there are plenty of great feedback management tools to help. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. your CX foundations. Focus on just a few feedback channels at first to get comfortable with the process. That’s not true.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

AWS Machine Learning

MAY 30, 2024

Vitech needed a fully managed and secure experience to host LLMs and eliminate the undifferentiated heavy lifting associated with hosting 3P models. Data chunking Chunking is the process of breaking down large text documents into smaller, more manageable segments (such as paragraphs or sections).

Chatbots 95

Chatbots Knowledge Base Innovation Interaction 95

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. Business Sense. True Definitions.

Management 69

Management Customer Experience Management Financial ROI 69

ShepHyken

JANUARY 22, 2019

The Interview with Mark Samuel: Mark’s book, B STATE: A New Roadmap for Bold Leadership, Brave Culture, and Breakthrough Results , details a paradigm shift that will lead individuals and companies to success. By focusing on middle management, cultural changes will trickle down to other areas of company, promoting growth and success.

Roadmap 93

Roadmap Exceptional Customer Service Culture Leadership 93

CX Accelerator

JULY 1, 2020

One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Include organization change management at the beginning.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Centercode

SEPTEMBER 1, 2020

But it isn’t limited to people; it’s also mandatory for connected devices. The leadership team created a beta testing program to solve that problem. The target market insights they’re collecting with Centercode enables them to validate research and guide their roadmap. Ge the Caavo Case Study.

ROI 98

ROI Case Study Roadmap Study 98

SurveySparrow

JULY 12, 2022

You can give employees a roadmap for personal and professional development based on their competencies. Raise the quality of the feedback between managers and employees. Want to improve the quality of the feedback between managers, employees and teams? Use them to guide your roadmap, resource allocation, and outsourcing.

Examples 52

Examples Roadmap Leadership Survey 52

Lithium

JULY 7, 2021

We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show , a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement , a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers.

Roadmap 52

Roadmap Leadership Metrics Analytics 52

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. This isn’t something that can be mandated by management. One thing to keep in mind is that people work best when their activities are clearly aligned with a set of principles they can connect with and get behind. Creating a Customer Retention Strategy: A Leadership Roadmap.

Customer Retention 87

Customer Retention Strategy Net Promoter Score Employee Engagement 87

SurveySparrow

SEPTEMBER 8, 2021

We’re sure you’ll try to find why along with ways to manage and improve it? . First, we’ll talk about employee experience management and how an employee experience platform would improve it. What Is Employee Experience Management? To understand Employee Experience Management, we need to know about Employee Experience first.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

C3Centricity

MAY 11, 2020

For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” Once the board has endorsed the initiative, the every-day leadership should be handled by someone who exemplifies customer-centricity and has a passion for customer delight.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

CSM Magazine

NOVEMBER 9, 2022

Jim Davies , the former Gartner analyst who helped define and nurture the market segments for workforce optimisation (WFO), workforce engagement management (WEM), and voice of the customer (VoC) solutions has joined Calabrio , the workforce performance company, as Chief Experience Officer (CXO).

Marketing 52

Marketing Contact Center Roadmap Leadership 52

CX Accelerator

JULY 1, 2020

One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Include organization change management at the beginning.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

North Highland

APRIL 3, 2019

Performance management is an ongoing exercise between a supervisor and an employee to ensure that the employee is equipped to and, is in fact helping, the organization meet its goals. When structured effectively, performance management has tremendous strategic potential. The balance sits within culture.

Management 58

Management Culture Feedback Metrics 58

Gainsight

APRIL 2, 2021

I spoke with Melissa Allen, Senior Manager of Customer Success Operations at Okta, to learn what brought her to this career and what makes her successful. . Through pre-built integrations and infrastructure providers, they help companies securely manage their organizations. You want them connected. You want them in sync.

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. We want to ensure Atlas offers our members comprehensive thought leadership and unique content with your future strategy in mind. Beyond the Roadmap: TikTok & Talkwalker Deep Dive Watch now. Khoros Care Feature Updates.

Multi-Channel 52

Multi-Channel Leadership Guidelines Roadmap 52

BirdEye

JULY 21, 2023

This positive social connection leads to increased job satisfaction. Conflicts are also managed constructively, serving as opportunities for learning and growth. But without a clear strategy for fostering a more connected and unified team, the goal of a cohesive environment can seem like an elusive one.

Competitive Advantage 52

Competitive Advantage Roadmap Groups Culture 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Additionally, management’s focus on sustainability and net zero strategies increased at a third of companies.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Additionally, management’s focus on sustainability and net zero strategies increased at a third of companies.

Metrics 52

Metrics Roadmap Leadership Analytics 52

Gainsight

DECEMBER 12, 2022

In today’s market, where Net Revenue Retention is a leading valuation metric and companies are prioritizing efficient and durable growth , companies that have a proven risk management process in place will retain more customers. Designing a Risk Management Process . It’s as simple as that. When should a risk be escalated?

Effort Score 52

Effort Score Leadership Roadmap Course 52

West Monroe

FEBRUARY 23, 2022

This article was originally featured in February 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. In a recent Manufacturing Leadership Council study , only 3% of respondents saw this as the eventual state of their factory model.

Leadership 52

Leadership Culture Training Technology 52

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

Quadient

SEPTEMBER 16, 2022

We also received a five out of five score for "planned enhancements" – the only vendor to receive a perfect '5' score, demonstrating the strength of our product roadmap. Quadient is excited about our leadership status, so we made the full report available to you free of charge. Validate, test, and drive action on journey insights.” .

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

Customer Bliss

APRIL 4, 2018

Use this knowledge to identify the capabilities and roadmap you’ll need to identify the capabilities and the roadmap that you’ll all build together to get to the place where the company needs you to be to be. Get leadership involved. Leverage the knowledge of your needs from peers.

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Ensure that leadership comes from the top to drive the change. Let’s continue.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

Qualtrics

AUGUST 6, 2021

Leveraging technology to identify and surface the appropriate focus areas for each leader and manager and then curating action planning content to guide employees in the right direction helps maximize the transformational impact of the data gathered. And we provide access to every level of leadership at the same time” Brian explains.

Healthcare 26

Healthcare Employee Experience Metrics Connections 26

SurveySensum

FEBRUARY 16, 2024

Today, in the area of customer support, telephone engagements play an important role in building and maintaining strong connections with customers. Customers will feel appreciated and connected on an emotional level, enhancing their overall experience with your service. Are you anxious, calm, excited?

Strategy 52

Strategy How To Communication Interaction 52

SurveySensum

FEBRUARY 16, 2024

Today, in the area of customer support, telephone engagements play an important role in building and maintaining strong connections with customers. Customers will feel appreciated and connected on an emotional level, enhancing their overall experience with your service. Are you anxious, calm, excited?

Strategy 52

Strategy How To Communication Interaction 52

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

West Monroe

AUGUST 11, 2022

This article was originally featured in the August 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Leadership roadblocks. All Rights Reserved. The reason? Their focus historically has been on safety versus cybersecurity.

Exercises 52

Exercises Roadmap Leadership Technology 52

Gainsight

APRIL 8, 2020

Steve is an author, speaker, and product coach, as well as co-creator of the popular product management and marketing frameworks from Pragmatic Institute and QuartzOpen. In my first product management job, I was based in Virginia and my developers were in California. Plus, trips for our quarterly product reviews with leadership.

Tools 52

Tools Travel Roadmap Course 52

Customer Bliss

NOVEMBER 29, 2016

Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – the result is: true paradigm shifts, sustainable change and the achievement of overall business objectives. Leadership engagement.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

SurveyGizmo

MARCH 15, 2021

For the first part of last year we all tried to adjust as best we could, suddenly being thrust into remote workplaces, non-stop Zoom meetings, managing our kids’ at-home learning while working, keeping our families safe, and trying to keep employees engaged while trying to stay engaged ourselves. Learn more here.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Engagement 90