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How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

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Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX

Kate Nasser

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration.

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How to Navigate (and Strengthen) Your Customer Experience Strategy in Turbulent Times

InMoment XI

As in previous cycles of historical uncertainty and downturns, these increased headwinds across the globe mean customers and companies are behaving differently. So, how can CX leaders and their teams best navigate customer experience in such challenging times? How can you make better trade-offs using segmentation?

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Big Bets and Bold Leadership

ShepHyken

What is the chief repeating officer, and how do they contribute to improving customer experience? Top Takeaways: A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business. It’s all about understanding the problem and outcomes your customers are trying to achieve.”

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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Customers and prospective clients require real, passionate, and empathetic humans. Employee engagement requires great leadership. Numerous “characteristics” and “models” of high quality leadership have been purported in every bookstore and airport gift shop.

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Best Practices and Strategies to Master Call Center Management

InMoment XI

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Call centers serve as hubs for customer interactions, making them a vital element of customer support. How do Call Centers Work?

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5 Leadership Actions to Build Trust With Those Who Serve Customers

Customer Bliss

Customer experience employees are at the frontlines of every company. Here are the five leadership actions to build trust across teams. It recharges teams to think critically in a new way and serve their customers most effectively. Remember To Serve Your Team and Customers Authentically.

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5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

To provide a better customer experience, build brand loyalty and increase your revenue and bottom line, keeping your employees engaged is critical. Simple ways to increase the leadership mindset in your employees. The most important asset of any call center are the employees. This can be hard to do.

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Retail Tech: Empower Associates, Optimize CX, and Boost Productivity

Speaker: Andrew Regan, Managing Partner at BlueSeed Retail Ltd.

Did you know that 70% of new retail technology fails to deliver expected benefits and can often decrease customer value, service, and experience? With that in mind, how can we empower our store associates to leverage new technology to optimize the customer experience and boost productivity?