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? eGain CEO, Ashu Roy is one of the keynote speakers at KMWorld Connect 2021 and he is joined by Anne Shepherd of the Internal Revenue Service. Join us at KMWorld Connect 2021!

Connections 93

Connections Conference Innovation Customer Engagement 93

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Leadership 90

Leadership Self Service Customer Service Trends 90

Blake Morgan

AUGUST 8, 2023

From their insights, United Airlines created the shared purpose of connecting people and uniting the world. On every flight he took, Oscar came prepared with information passengers had provided at booking, as well as a simple system of the history of the passenger’s previous flights or surveys with United coded as green, yellow, or red.

Airlines 52

Airlines Customer Focused Leadership Travel 52

Customer Bliss

MAY 4, 2017

After time at Philips Medical Systems, she went on to Citrix for six and a half years — she even notes that some work I was doing in the field of CX at the time inspired that job to be created. Tabitha identified the “big rocks” related to CX, and then she asked the leadership team these questions: The data says this.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

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. Moreover, if your Business Page was connected to Messenger for business communication, this connection will be severed and any existing conversations will be lost.

Brands 260

Brands How To Social Media Feedback 260

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

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. Quotes About Customer Experience and Brand Reputation The next set of quotes describes the connection between customer experience and brand reputation.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ReviewTrackers

MARCH 26, 2020

Customer feedback systems and software products are quickly becoming a must-have for organizations of all sizes and across all industries. Customer Feedback System. What a customer feedback system does. Some systems also provide its business customers the ability to respond to internal and external feedback. .

System 81

System Feedback Social Media Net Promoter Score 81

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

InMoment XI

FEBRUARY 7, 2024

Utilizing AI, this system organizes and deciphers the collected data, and makes sense of it thereafter. The workings of AI systems like ChatGPT can be opaque, and their recommendations may not always be reliable. State of the Connected Customer. ( [link] ). At the Forefront of ESG Leadership. ( [link] ). Access 1/19/24.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole. The untapped potential of unstructured data is staggering.

Hospitality 260

Hospitality Call Center Retail NPS 260

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

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. KEY TAKEAWAYS.

Leadership 52

Leadership Culture Exercises Airlines 52

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. As degradation of services became more frequent, I exercised leadership communication. Or it showcases collaboration gaps. And here’s the thing.

Leadership 61

Leadership Communication Customer Retention Sales 61

ShepHyken

JULY 31, 2023

Provide seamless connections between various communication channels, including chatbots, apps, phone calls, and emails. It is important for leadership and management to know that the customer doesn’t care about silos and what is happening in the background.

Interaction 118

Interaction Chatbots Knowledge Base Contact Center 118

CSM Magazine

MARCH 4, 2020

Provide Leadership Training. It is well worth investing in leadership training for your managers and other people working in leadership positions. Find Courses can connect you with leadership training courses, as well as numerous other courses that are useful for business leaders. Invest in a Proper CSM System.

Leadership 59

Leadership Customer Service Strategy How To 59

One Millimeter Mindset

SEPTEMBER 13, 2018

These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future? Beyond our current personal development and leadership comfort levels?

Leadership 71

Leadership Communication Industry Knowledge Base 71

Customer Bliss

SEPTEMBER 19, 2019

Additionally, Lisa looked at data, talked to a lot of people, met with leadership, frontline staff, and patients and families, to understand their point of view. CX #leadership #healthcare Click To Tweet. Connect, Partner, and Reflect. Through lean, Lisa and her team have managed to figure out the waste in the system.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

ShepHyken

JANUARY 29, 2024

All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer’s perception of the company.

Customer Experience 97

Customer Experience Customer Centricity Culture Leadership 97

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. Increase the automation of job functions to support workers.

Connections 52

Connections Retail Healthcare Travel 52

Storyminers

APRIL 12, 2021

What’s the most recent significant leadership lesson you’ve learned? What’s one book that has had a profound impact on your leadership so far? Can you please briefly tell the story of how that book impacted your leadership? It’s all about how to apply systems- and design-thinking to business.

Leadership 240

Leadership Course Brands Customer Experience 240

Bold360

JUNE 18, 2020

That’s okay, though, because businesses operating in a paperless world can still transform many of their systems as things are evolving. Even legacy systems that are paper-based or in-person based can take a dramatic leap forward through accessible, user-friendly technologies. “If And you have to solve the problem holistically.

Connections 71

Connections Engagement Self Service Insurance 71

Experience Investigators by 360Connext

AUGUST 1, 2023

If your data is not structured or appropriately connected, introducing AI will not yield the desired results. If you’re unsure if your customer data is set up correctly, start those conversations with your IT, data analytics, and leadership teams. The introduction of AI simply makes it that much more critical to address.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

Customer Bliss

JUNE 6, 2018

What I know from 25 years as a CCO practitioner and ten years as Coach to Customer Leadership Executives and their Leadership Teams is that we’ve got to take the reactive nature out of this work. Unite your business’ leadership. And that means building a one-company approach to business strategies.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Some do this as two teams – the CX team provides recommendations to the CX Executive Leadership team, who ultimately assigns resources and provides guidance. A Customer Experience Charter can answer that question.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

ReviewTrackers

JULY 9, 2018

Customer feedback systems and software products are quickly becoming a must-have for organizations of all sizes and across all industries. Customer Feedback System. What a customer feedback system does. Some systems also provide its business customers the ability to respond to internal and external feedback. .

System 50

System Feedback Social Media Net Promoter Score 50

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) It’s up to CX leaders to clearly communicate about these connections for their organization. Identify and Measure Key Performance Indicators (KPIs) Understanding the connection between CX initiatives and KPIs is crucial.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Magellan Solutions

JULY 13, 2021

Many governments have further utilized e service link platforms to connect with people. But government leadership, strong institutions, and effective public policies are also crucial to personalize an effective digital solution. e-Services and the Government Processes & Systems for the US. TALK TO US! contact-form-7].

Government 40

Government System e-support Social Media 40

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve discussed our shared two-part cognition model, the Rational System, and the Intuitive System. Our intuition comes from our Intuitive System’s faster, automatic thinking. Therefore, to understand what guides intuition, we must understand what drives the Intuitive System. Then it links those things.

System 148

System Analytics Video Connections 148

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. They were focused on the well-being of all of their stakeholders because they’re all connected.” ” Get the “Quiet” Colleagues Involved with Decision Making.

Leadership 200

Leadership Healthcare Feedback Culture 200

West Monroe

FEBRUARY 11, 2024

From conversations at the Manufacturing Leadership Council’s December 2023 Manufacturing in 2030 event, it became clear that the industry is still far from delivering on the vision of Industry 4.0. We used an industrial automation platform to connect 31 machines across four departments to gather and analyze performance data.

Industry 52

Industry Case Study Analysis Technology 52

ShepHyken

AUGUST 16, 2023

The story I shared illustrates how failure in customer service is often not the fault of the individual but the system in place. All things considered, the responsibility for customer service success or failure usually lies in the hands of leadership, not the front-line workers. Connect with Shep on LinkedIn.

Customer Service Training 118

Customer Service Training Training Leadership Course 118

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. while also onboarding new folks and scaling our systems and processes. AD: Stay connected to your purpose and mission.

Meeting 246

Meeting Culture Exercises Connections 246

Qualtrics

MARCH 20, 2020

To provide the care patients need during the COVID-19 outbreak, healthcare workers need increased support and resources to perform their jobs and keep healthcare systems running at peak performance. To access free resources to keep connected with frontline workers, click here: [link]. Access Now.

Healthcare 34

Healthcare System Resources Leadership 34

BlueOcean

DECEMBER 13, 2022

KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.” Of course, what that emotional connection looks like is highly dependent on your target audience, but there are some common factors that build the foundation of loyalty.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Customer Bliss

JUNE 14, 2019

How do you ensure that there are consistent systems and processes in place to help them deliver their best every day? There’s also an opportunity to answer questions which can be asked anonymously, which helps leadership stay on the pulse of what’s going on and what people are worried about. Rethink Training and Hiring Practices.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161