InMoment XI

MARCH 29, 2022

Women of InMoment: A global employee resource group designed to support inclusion and diversity, provide the women of InMoment with opportunities to mentor and learn from one another, activate leadership skills, and connect with service and professional growth activities in the larger technology community. Living Out Our Values.

Culture 493

Culture Leadership Groups Resources 493

InMoment XI

MAY 4, 2022

Leadership and Loyalty. Effective leadership. Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Experience Investigators by 360Connext

JUNE 8, 2021

How to Look for & Consider Customer Experience Clues. That’s not how people work , and the more you can truly pay attention to their overall environment, the more successful you’ll be in finding and acting on those customer clues. How to Act on Customer Experience Clues. Invite employee feedback for innovation.

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

InMoment XI

NOVEMBER 30, 2023

How to Create a Brand Reputation Strategy Creating a brand reputation strategy may seem daunting at first. The Impact of Thought Leadership and Expertise in Reputation Management Thought leadership plays a pivotal role in shaping how your brand is perceived. But it may be easier than you might think.

Brands 378

Brands Management Multi-Channel Social Media 378

SurveySparrow

MAY 24, 2023

Leadership isn’t a title; it’s a circle of influence that spreads across an organization, nurturing its growth and sustainability. This comprehensive view is exactly what the Leadership Circle 360 brings to the table. What is Leadership Circle 360?

Leadership 52

Leadership Culture Feedback Tools 52

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

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. How to Reduce Customer Service Costs Sustainably. Eliminate evening and weekend hours?

Self Service 207

Self Service Customer Service How To Contact Center 207

NICE inContact

NOVEMBER 19, 2020

And this is why NICE inContact is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

Contact Center 156

Contact Center Contact Center Software Software Leadership 156

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? How can you identify voices of undiscovered change agent leaders in your organization? Or will you choose to have “those” conversations?

Leadership 86

Leadership Innovation Resources Culture 86

BlueOcean

JANUARY 27, 2020

Compare and contrast that with Netflix which lists judgement, communication, impact, curiosity, innovation, inclusion, courage, and passion as their core values. Leadership You Trust… And Like. At the heart of a company’s culture is a leadership team who shapes – intentionally or not – that culture. Got 15 minutes?

Contact Center 177

Contact Center Culture How To Leadership 177

TechSee

FEBRUARY 21, 2022

Cambridge Dictionary defines it as “the study of how to produce machines that have some of the qualities that the human mind has, such as the ability to understand language, recognize pictures, solve problems, and learn.”. The post 10 Innovative Ways Companies are Winning with AI Today appeared first on TechSee.

Innovation 109

Innovation Company Self Service Insurance 109

Experience Investigators by 360Connext

NOVEMBER 3, 2014

In a nutshell, it’s how to better your business. If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. They start trusting clients and customers more than their leadership. The following is a Best of 360Connext post.

How To 271

How To Leadership Social Media Consulting 271

Gainsight

MAY 31, 2023

Customers can understand how to use it right away and it has all the levers you’d imagine to run a successful community (gamification, product requests, knowledge management, etc.),” says Rebeca Tristan, Head of Experience and Operations at Pigment. The community looks sleek and user-friendly.

Leadership 52

Leadership Gamification Analytics Customer Satisfaction 52

ShepHyken

JANUARY 15, 2024

All of a sudden, you start taking risks, experimenting, innovating, and looking for best practices.” Quotes: “If you decide to be competent, you will do the standard, tried and true methods. When you commit to being elite, you’re in a different career pattern. ” “Mindset is the trigger.

Sports 80

Sports How To Exercises Culture 80

Russel Lolacher

MAY 30, 2022

In this episode of Relationships at Work, Russel chats with author and keynote speaker Gregg Ledermen on how being a good human through knowing your values and embracing your vulnerability can make you a better human leader at work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership.

Leadership 52

Leadership Culture Exercises Airlines 52

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. One-company leadership.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100

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. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. Now whereas I do advise people today on how to find more happiness in their lives (See my new website on intuitive coaching at Finding-Your-Happy.com ), I want to address here the many current and possibly future failures in business.

Innovation 194

Innovation Leadership How To Marketing 194

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

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). Know Your Guardrails. What’s next?

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Experience Investigators by 360Connext

FEBRUARY 3, 2020

Thriving employees perform 27% better than non-thriving employees, including 89% better on innovation, and they are 79% more committed to the organization. Cohosted by Adam Toporek and Yours Truly, this podcast is all about learning from business leaders of ALL kinds who are innovating in many cases (and disappointing in others.).

Training 197

Training Course How To Healthcare 197

Think Customers

NOVEMBER 2, 2022

She brings to her role more than 30 years of experience establishing and scaling innovative businesses. There’s a lot of really exciting work to be done, lots of innovation that can be done with data, personalization, and technology. CSJ: Your leadership style is based on your personal motto, “Be REAL.” Be yourself.

Leadership 52

Leadership Self Service Culture Employee Experience 52

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. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. Yet if employees, partners, and others only hear about customer experience as a one-time or even once-per-year thing, how are they supposed to really understand and see its possibilities?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Clarivate

NOVEMBER 17, 2021

Women leaders at Clarivate like Ann Graul play a key role in accelerating innovation in the quest for answers to COVID-19 issues. It impacted how people work and the progress and speed of broader problem-solving. This year, women at Clarivate have taken a leading role in accelerating innovation to address the COVID-19 pandemic.

Innovation 59

Innovation Data Leadership Trends 59

Playvox

FEBRUARY 27, 2024

What’s not as easy is figuring out how to supersize your workforce engagement strategies. Start with a Strategy It’s not enough for the contact center leadership team to say “We need AI.” Get started today by diving into our on-demand webinar: How to Infuse AI into QM: What You Need to Know. fall into the “engaged” category.

Engagement 73

Engagement Contact Center How To Employee Engagement 73

NobelBiz

NOVEMBER 16, 2021

This ability enables you to comprehend emotions and how to use them in order to nurture good customer relationships. In this article, we explore the influence of emotional intelligence in companies and how to unlock it for contact centers. How to develop Conscious Leadership? Emotions do, in fact, influence our actions.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

Customer Bliss

NOVEMBER 29, 2018

Antoinette has held her CCO position for over 4 years now, and while in this role, her executive director told her she needed to figure out how to engage the people who are newly covered. In addition to understanding the customer’s POV, she also met with executive leadership to understand their individual perspectives and pain points.

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

Customer Bliss

JULY 11, 2017

I’ve known her for several years and I thought she’d be a great guest because of the tech space background, the multiple times experiencing the role, and her overall understanding of products, experience, and how to navigate silos. So look at the ecosystem around their product and experience and pitch how to improve that.

Leadership 0

Leadership Customer Experience Report Innovation 0

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. CX #Leadership Click To Tweet. News & World Report, Women Worldwide and the Amazon Best Seller: “How To Launch A Brand”.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Experience Investigators by 360Connext

OCTOBER 13, 2020

Examples of Reactive Customer Experience… And How to be Proactive Instead. Those insights are what can provide us with how to create better experiences for our customers. How can we turn number-watching into something more proactive? The rich data provided by customers is the first ingredient in the art of innovation.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. Learn more about how to set up your Mission, Strategic Vision, and Team Charter here. However, feedback alone cannot direct a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Customer Bliss

OCTOBER 10, 2019

The ability to improve or innovate experiences starting with customer requirements is not an inherent skill in most organizations. The role of the CCO is to work with leaders to determine how to bring the competency of the customer experience development and innovation into the organization. CX #leadership Click To Tweet.

Customer Experience 253

Customer Experience Metrics Innovation Leadership 253

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. It demands proactive leadership that understands the importance of customer experience as a strategic imperative. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

One Millimeter Mindset

NOVEMBER 24, 2020

However, putting them on the table in all their glorious imperfection moves your team past creativity and innovation blocks. Retaining Clients leverages Innovative Customer Retention Strategies. Now is the best time to upskill and reskill for professional innovation and cross-functional team leadership. Contact me here.

How To 95

How To Leadership Exercises Innovation 95

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. How many of your clients have voiced this sentiment, when attempting to traverse execution of pre-sale promises and their post-sale service delivery and execution? As degradation of services became more frequent, I exercised leadership communication.

Leadership 61

Leadership Communication Customer Retention Sales 61

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. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Be kind, treat your teams well, innovate, and work hard.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266