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

Experience Investigators by 360Connext

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. Let’s get some leadership attention for what we really need. But it can’t be a priority without funding, resources, and defined outcomes.

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Big Bets and Bold Leadership


Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. About: John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way. ” “Think slowly, act fast.


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QUI QUOTES Reminders about Leadership and Employee Engagement.

Bill Quiseng

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. SERVANT LEADERSHIP Whatever your title or position, be a servant leader who will CARE for your people first. GREAT leadership is not top-down, one-way, communication to employees.

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3 Actions to Take on the Road to Leadership Bravery

Customer Bliss

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. What Does Leadership Bravery Look Like?

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Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges?

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3 Leadership Principles to Help Advance Your Employee and Customer Experience

Customer Bliss

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. After all, customer experience at its core is about #LEADERSHIP. leadership Click To Tweet. All of it is about #LEADERSHIP. Deliver a One-Company Experience.

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CX maturity playbook: Leadership buy-in


Actionable insight to uplevel your approach to gaining leadership buy-in for your customer experience program.

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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

Employee engagement requires great leadership. Numerous “characteristics” and “models” of high quality leadership have been purported in every bookstore and airport gift shop. But no one has yet to nail down an exact leadership “score” which guarantees success.

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Improve Contact Center Outcomes with Key Insights

Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences.

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The Innovator’s Guide to the Digital-first Contact Center

Included in this guide: How to incorporate AI for self service Tips for managing next-gen digital The "secret sauce" of digital leadership Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to do just that, such as: Intellectually and emotionally engage employees so performance increases. Simple ways to increase the leadership mindset in your employees.

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How Great Organizations Empower Customer Experience Teams

Speaker: Conference Speakers

Topics will include: Cultivating Operational Agility: Leadership, Culture, and How New Tech Like Headless, Composable/MACH and Low Code Change the Game. Today’s teams need to operate cohesively like never before, managing the pace of both technological change and customer needs and demands.

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

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

This talk will also explore how retail tech can not only enhance the entire customer experience, but can ultimately lead to reduced associate burnout, powerful and effective leadership, and stronger, more outcome-driven teams.

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company.