Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. There is incredible power in customer-focused leadership. LoveSac has disrupted the competitive furniture industry because of Shawn’s willingness to adapt to meet customers’ changing demands.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

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? Design of Work Experience and is a luminary in organizational excellence.

Culture 52

Culture Connections Contact Center Leadership 52

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. This isn’t just in industries like tech or finserv—this tech is breaching every market.

Hospitality 260

Hospitality Call Center Retail NPS 260

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? 3 Ways to Avoid Professional Complacency in 2021.

Innovation 121

Innovation Leadership Consulting Tips 121

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Follow on LinkedIn John R.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Blake Morgan

MARCH 21, 2023

Digital investment company Betterment was on my list of the 100 most customer-centric companies in 2022 because of its innovative platform that combines the convenience of digital tools with the personalization of human agents. Aside from a strong digital experience, what sets Betterment apart is its customer-centric leadership.

Leadership 59

Leadership Customer Focused Customer Centricity How To 59

Customer Bliss

FEBRUARY 18, 2022

If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once again). Move from Best in Industry to World Class.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

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

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Support EXP

OCTOBER 13, 2022

Dayton’s legacy – and its future – are based on innovation. Kettering revolutionized the auto industry with the electric self-starter (no more hand cranking!). So you could say innovation is in our blood. Or in the thin-crust, square-cut pizza that’s one of our yummier local innovations. Innovation is intentional.

Innovation 52

Innovation NPS Leadership Loyalty 52

Support EXP

OCTOBER 13, 2022

Dayton’s legacy – and its future – are based on innovation. Kettering revolutionized the auto industry with the electric self-starter (no more hand cranking!). So you could say innovation is in our blood. Or in the thin-crust, square-cut pizza that’s one of our yummier local innovations. Innovation is intentional.

Innovation 52

Innovation NPS Leadership Loyalty 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. Combine this with a customer experience champion program within your organization and watch culture really shift. An organization’s leadership must believe in the value of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

CSM Magazine

FEBRUARY 28, 2024

It’s been a long and fascinating journey of growth, innovation, and an unwavering commitment to putting people first. From day one, the goal was clear – solve problems for customers and agents by leveraging technology in innovative ways. How did we get here? When I came on board, Sabio was still a small UK-based operation.

Leadership 52

Leadership Innovation Groups Conference 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. Law of Diffusion of Innovation – Simon Sinek. I don’t like that feeling. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

CSM Magazine

DECEMBER 21, 2022

Some industries have higher turnover rates than others. For instance, some segments of the customer service industry have an attrition rate of 50%. Foster a Positive Company Culture. A company’s culture directly affects employee turnover, which impacts productivity and, ultimately, success.

Industry 52

Industry Customer Service Customer Service Representative Culture 52

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits.

Government 111

Government Policies Guidelines Leadership 111

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. Well, nothing is impossible, and you can overcome leadership bias. First, let’s dig into the 5 most common types of leadership bias — how many are you guilty of? But more on that in a moment.

Leadership 110

Leadership Net Promoter Score Customer Journeys NPS 110

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. First, by focusing on innovation you and your team create outcomes which continuously meet client expectations.

Innovation 91

Innovation Management Leadership Meeting 91

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. To be more innovative, you need diversity of thought.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

Customer Bliss

SEPTEMBER 5, 2019

This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C). Leadership was thinking about the museum’s role as a community organization and a repository for historical objects in history. Craig Langlois, #CCO @BerkshireMuseum #leadership Click To Tweet.

Culture 131

Culture Chief Customer Officer Leadership B2C 131

SurveySparrow

DECEMBER 18, 2018

Google’s various offices around the world are known to be extremely pleasing to the eyes, but they are also a hotbed of innovation and imagination. Google and its culture are built around four cornerstones- mission, transparency, voice, and space. Other companies in the world benchmark Google when it comes to innovation and rightly so.

Culture 71

Culture Innovation Policies Feedback 71

CSM Magazine

MAY 31, 2024

These principles not only provide a blueprint for modern management but also offer timeless insights applicable across various industries and organizational structures. Managers and employees alike should be accountable for their actions, ensuring a culture of ownership and ethical behavior within the organization.

Leadership 52

Leadership Guidelines Innovation Culture 52

Blake Morgan

DECEMBER 5, 2023

This shift from traditional CX strategies to a focus on long-term financial well-being is a game-changer in the industry. Under Wethman’s leadership, Best Egg is not just a fintech company; it’s a beacon of customer empowerment. At the core of Wethman’s philosophy is fostering a customer-centric culture within Best Egg.

Loyalty 105

Loyalty Chief Customer Officer Financial Innovation 105

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. Jonathan then touched on the 8 key pillars of digital transformation.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

Think Customers

NOVEMBER 2, 2022

For Shelly Swanback, who joined TTEC Engage as CEO in May, creating a culture of empowerment isn’t just part of her job – it’s a passion. She brings to her role more than 30 years of experience establishing and scaling innovative businesses. It’s relevant for every company in every industry.

Leadership 52

Leadership Self Service Culture Employee Experience 52

Clarivate

JUNE 29, 2022

In today’s knowledge economy, the intangible assets that stem from the innovation process account for a significant portion of a company’s value. This shift in the innovation process has placed two disciplines that are often treated independently, knowledge management and intellectual property management, under scrutiny.

Innovation 52

Innovation Leadership Strategy Culture 52

West Monroe

APRIL 17, 2024

Beyond just the large and growing shortage of workers , there’s an equally troubling deficit of the digital skills needed to power the move toward smart manufacturing and Industry 4.0. Industry leaders recently ranked “building a stronger and more resilient workforce” among the top three investment priorities for 2024.

Leadership 59

Leadership Culture Competitive Advantage Study 59

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Also, they published the Culture Book (pictured).

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. Contact: Mark Stoddard. ClientSuccess.

Leadership 59

Leadership Customer Success B2B Customer Retention 59

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? How will your own HR leadership conversations qualify and quantify the value of change? And continue building a culture of HR leadership conversations. The post Which HR Leadership Conversations Are Really Needed Today?

Leadership 86

Leadership Innovation Resources Culture 86

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

ECXO

MAY 29, 2024

Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences. Fostering a Culture of Continuous Improvement: Lastly, cross-functional teams embody and promote a culture of continuous improvement.

Innovation 52

Innovation Culture e-support Feedback 52

Customer Bliss

DECEMBER 12, 2017

How do you drive transformation in the highly regulated financial industry? Unite the C-Suite to Transform Company Culture to be Customer-Driven. Ms Lau has over 20 years’ experience in general management, sales and marketing management in the financial-services industry. About Isabella Lau.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. Contact: Mark Stoddard. ClientSuccess.

Leadership 54

Leadership Customer Success B2B Customer Retention 54