TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Her Great Grandmother was a Wyoming homesteader.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about. Absolutely.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

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

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. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Erica Mancuso , Director of Offer Management at nThrive adds, "I was so inspired after reading “Delivering Happiness” 7 or so years ago that I booked the Zappos tour on my next trip to Vegas.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

InMoment XI

DECEMBER 21, 2021

You cannot create, or sustain, customer loyalty behavior without committed employees. More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer. They need to state and restate this again and again.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul’s Hotel. Find out more and register now.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To be more innovative, you need diversity of thought. It’s so much more than gender diversity: it includes cultural background, work experience, race, age, and more.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Erica Mancuso , Director of Offer Management at nThrive adds, "I was so inspired after reading “Delivering Happiness” 7 or so years ago that I booked the Zappos tour on my next trip to Vegas.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

CX Journey

JUNE 17, 2019

I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Employees have to come first.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

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. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. KEY TAKEAWAYS. Finding value-driven leaders.

Leadership 52

Leadership Culture Exercises Airlines 52

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. High employee experience means high customer satisfaction.

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning. It’s time to make your case.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization? It just could be that some employees already have these conversations. Or will you choose to have “those” conversations?

Leadership 86

Leadership Innovation Resources Culture 86

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Practice mindful leadership. “Leadership matters. It’s how you show up.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

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

Qualtrics

JUNE 26, 2020

Now, it’s already become apparent that with SBA loans, some banks are struggling to handle the situation , while those willing to focus, innovate, and embrace the uncertainty are rapidly adapting and producing results for their customers—responding to both legislation tweaks and customer complaints in a timely fashion. Learn More.

Innovation 49

Innovation Management Banking Fashion 49

InMoment XI

AUGUST 25, 2023

You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership. They have managed to align their CX strategies closely with their business goals, providing a roadmap for other organizations aiming for similar success.

How To 260

How To ROI Net Promoter Score Measurement 260

CX Centric

MAY 28, 2019

During our October addition of CX Centric Conversation, we explored how co-creating the employee experience could be used to drive business growth. Sharon Boyd, Chief Customer Officer from MKL Innovation, opened the session with a very powerful keynote. Driving Growth through Employee Experience Management.

Employee Experience 40

Employee Experience Chief Customer Officer Culture Innovation 40

Qualtrics

MAY 29, 2019

Or the managers that make such an impact on their teams they inspire them to go above and beyond and deliver incredible results for their company. Often the secrets of their success aren’t exactly secret – there are countless books detailing the ways companies and managers have nailed the employee experience.

Employee Experience 37

Employee Experience Leadership Culture Innovation 37

CX University

JULY 9, 2018

Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Driving Employee Retention at the Point of Influence – USAA.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

CX Journey

JUNE 17, 2019

” I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Employees have to come first.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. And beyond loyalty is a brand fan.

Customer Service 80

Customer Service Government Employee Experience Video 80

Confirmit

FEBRUARY 21, 2019

These leadership quotes will help inspire you and your managers to become great leaders. Great leadership changes everything. Perhaps most importantly, the Employee Experience you offer your teams, which is critical to your Customer Experience. Employees come first. ” John C. senator. "One

Leadership 40

Leadership e-support Customer Voice Employee Experience 40

Confirmit

FEBRUARY 21, 2019

These leadership quotes will help inspire you and your managers to become great leaders. Great leadership changes everything. Perhaps most importantly, the Employee Experience you offer your teams, which is critical to your Customer Experience. Employees come first. ” John C. senator. "One

Leadership 40

Leadership e-support Customer Voice Employee Experience 40

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Hear inspirational stories and thought leadership that will give you plenty to take back to your organization.

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

Lumoa

MAY 5, 2022

Working with CX is about being at the forefront, knowing your customers so well that you can design positive experiences and customer journeys that at the same time reduce or eliminate unwanted friction. The Benefits of a Customer Experience Strategy CX is indispensable to compete and grow profitably in the market.

Strategy 277

Strategy Customer Experience How To Analysis 277

BlueOcean

AUGUST 20, 2020

We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. What’s the Employee Experience Really Like?

Video 156

Video Customer Care Leadership Culture 156

Qualtrics

APRIL 29, 2020

In this installment of our Employee Experience Visionaries series, we hear from Rick Fountain, Director of Employee Experience at The Hartford, about: How telling stories has shaped his employee experience. On his best employee experience. On his passion for employee experience.

Employee Experience 32

Employee Experience Policies Effort Score eBook 32

Qualtrics

OCTOBER 21, 2021

Couldn’t attend our XM Innovation Event? From innovations to ideas and insights, here are 10 key takeaways you should know about. And as a result, every organization in the world is going through an experience transformation. Getting the experience right matters now, more than ever. Employee insights are just the start.

Innovation 26

Innovation Sports Leadership Culture 26

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul's Hotel. Find out more and register now.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences. Bob is also an author: see his site [link] feinerbook.com.

Management 41

Management Automotive Leadership Effort Score 41

Forrester's Customer Insights

DECEMBER 13, 2021

Photo by Tobias Mockenhaupt on Unsplash The Fundamentals of Visionary Leadership – Continuity, Novelty And Transition Successful leaders inspire, motivate, and encourage their employees. The leader points the way to the future and […].

Leadership 48

Leadership Strategy Connections Communication 48

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Murphy Fraser – Client Success Manager at Skillshare. Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union. Jeremy Watkin – Manager of Product Marketing at 8X8.

Leadership 170

Leadership Consulting Video Government 170

TechSee

NOVEMBER 10, 2020

For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. In addition, they are required to manage costs in a cross-functional manner to avoid the typical tradeoffs that sometimes occur when making changes in service.

Self Service 207

Self Service Customer Service How To Contact Center 207