Forrester

OCTOBER 1, 2014

In 2007, I wrote a report about how to measure customer experience (CX) across an entire enterprise. They desperately wished that executives would see the value of measuring and managing CX at an enterprise level but admitted their leadership just wasn''t thinking that way yet.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

CX Centric

FEBRUARY 11, 2021

Collaborative Leadership In this article, I discuss both Agility and Collaborative Leadership, and argue that these two disciplines are not enough to ‘win’ in today’s competitive, fast-moving and complicated landscape. In late 2007 there was a study which said that 70 per cent of IT projects were over budget or delayed.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

Horizon CX

MARCH 10, 2023

A permanent autonomous CX department becomes ‘owned’ by an executive which can create jealousy among the leadership team when absolute trust is needed. The company grew into a billion-dollar business and was sold to a French Company, in 2007 through further transfers and was finally acquired by Motorola in 2020.

NPS 130

NPS System Meeting ROI 130

Customer Bliss

MAY 3, 2016

In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. He’s been with Northern Trust since 2007; prior to that, he was a Senior Vice President at JPMorgan. Episode Overview. About Scott Dille. Scott is on LinkedIn.

Chief Customer Officer 100

Chief Customer Officer Leadership Video Customer Experience 100

West Monroe

MARCH 29, 2022

From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product. A high degree of transparency that builds scale.

Leadership 98

Leadership Consulting System Marketing 98

CX Journey

MAY 19, 2016

2007-09-08 Today I'm pleased to share a guest post by Paul Laughlin. Tomorrow’s business problems will surely need a renaissance in leadership within research teams, as much as a renaissance in those technical research skills. Photo from www.lucnix.be.

Analytics 105

Analytics Culture Data Marketing 105

CX Journey

NOVEMBER 15, 2017

Here are some examples, taking us back to the financial crisis of 2007-2008. -Howard Schultz But what happens when your executives' and your employees' behaviors don't align with your values? Bad things. Take a look at Enron. Enron's core values were: integrity, communication, respect, and excellence.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

SuiteCX

NOVEMBER 3, 2015

Thought Leadership A study by Forrester Research and Watermark Consulting tracked the six-‐year stock performance of companies on Forrester’s Customer Experience Index. Your customer experience strategy should impact whom you hire, how you train people. ng and Execu?ng

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ijgolding

OCTOBER 2, 2017

Are the experiences we have in 2017, really radically different to the experiences we had in 2007? Although many CEOs and other senior leaders ‘talk’ about CX, are they actually putting their money where their mouths are? Are organisations really changing the way they treat customers and employees? Or even 1997?

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

CX University

SEPTEMBER 18, 2018

We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment. Conclusions: Leadership engages employees by creating a meaningful contract.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. In 2007 Toby Cosgrove, CEO of Cleveland clinic brought all his employees together and told them – “Patients come to us for high quality care – but they don’t like us very much”. About Jeanne Bliss. Case Study.

Chief Customer Officer 136

Chief Customer Officer Airlines Case Study Customer Service 136

ClearAction

NOVEMBER 13, 2014

In 2007, the Marketing Performance Management Study by VisionEdge Marketing found that companies were adding MO to the marketing function to help ensure systems, processes, and tools were in place to support marketing performance measurement and management.

Marketing 62

Marketing Study Government ROI 62

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. In my recent employee ambassadorship webinar , three seminal books which offer strategies and stories were identified: Firms of Endearment (2007), Conscious Capitalism (2013), and Everybody Matters (2017). Michael Lowenstein, Ph.D.,

Culture 83

Culture Company Customer Centricity Travel 83

DCX

DECEMBER 3, 2024

Think about Apple’s iPhone launch in 2007. Sundays are for Catching up and Learning DCX Links: Six must-read picks to fuel your leadership journey. Your customers begin to feel the difference, too—suddenly, their experiences with your brand are unlike anything they’ve encountered elsewhere.

Customer Experience 52

Customer Experience Exercises Transportation Entertainment 52

BirdEye

DECEMBER 4, 2020

It all started with the release of the iPhone in 2007. When a location is underperforming in a specific category, leadership can get in contact with the location manager and make sure that the issue is fixed right away. In the last decade and a half, we’ve seen a dramatic shift in consumer habits. Why does this matter for businesses?

Chatbots 95

Chatbots Touchpoint Social Media Customer Expectations 95

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link]. LinkedIn : [link] /.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ReviewTrackers

APRIL 27, 2017

at the Cleveland Clinic from July 2007 to July 2009, according to Managed Healthcare Executive. When she took the job, she made it clear to leadership that they would have to look at the real problems happening with culture and organization structure. The Chief Experience Officer: An Important Role in Healthcare.

Insurance 50

Insurance Healthcare Hotels Hospitality 50

Clarivate

MAY 8, 2023

That was the overarching sentiment from the experienced group of biopharma leaders that formed the panel discussion chaired by Mike Ward, Clarivate Global Head of Life Sciences and Healthcare Thought Leadership, at this year’s AngloNordic Life Science conference. You have to be patiently impatient,” he said.

Conference 52

Conference Healthcare Banking Leadership 52

Quadient

SEPTEMBER 16, 2022

Quadient is excited about our leadership status, so we made the full report available to you free of charge. He earned his EDP and M-EDP certification from Xplor and his MBA in 2007 from the Lake Forest Graduate School of Management. To access, simply visit check this link: The Forrester Wave™: Journey Mapping Platforms, Q2 2022.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

West Monroe

MARCH 29, 2022

From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product. A high degree of transparency that builds scale.

Leadership 52

Leadership Consulting System Marketing 52

West Monroe

MARCH 29, 2022

From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product. A high degree of transparency that builds scale.

Leadership 52

Leadership Consulting System Marketing 52

North Highland

OCTOBER 3, 2019

Joining a corporate board is one of the fastest ways for executives to take their leadership skills to the next level and broaden their perspectives through interactions with a diverse slate of independent, external board members.

Leadership 40

Leadership Consulting Interaction Industry 40

CSM Magazine

MARCH 23, 2021

Founded in 2007, Calabrio provides products and services to help companies streamline customer service, support and workforce management through cloud-first software systems. Tom Goodmanson, President and CEO of Calabrio, will continue to lead the company along with the existing leadership team in Minneapolis, Minn.

Customer Experience 52

Customer Experience Insurance Financial Software 52

Gainsight

AUGUST 24, 2020

I also spend an hour or two in syncs with leadership in customer success and other teams; again, to be clear we are all aligned in the right direction. My current group, Vinyl Street , has been a joy and a family since 2007. These 1:1s help me stay attuned to the intel my team is hearing and their personal experiences.

Meeting 52

Meeting Customer Success Software Consulting 52

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment. Michael Lowenstein, Ph.D., More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Beyond Philosophy

MARCH 3, 2016

CMC Thought Leadership Principal, Beyond Philosophy. According to the study – “Driving Word of Mouth Advocacy Among Business Executives: The Experiential Marketing Connection,” conducted in 2007 by Keller Fay Group and Jack Morton Worldwide – 53% of the 288 U.S. Michael Lowenstein, Ph.D.,

Consulting 60

Consulting Loyalty Advertising Analysis 60

Strativity

JULY 16, 2014

Influencing Senior Leadership. Since 2007, the CEM Certification Program has hosted business professionals from around the world, including the countries of: Austria, Belgium, Colombia, Brazil, Canada, England, Ghana, Nigeria, Norway, Russia, South Africa, Spain, United Arab Emirates, and Venezuela. Increasing Employee Engagement.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Smith+co CX

MARCH 10, 2014

We do not claim this is an original thought (way back in 2007 Brian Solis wrote an article titled ‘Social Media is About Sociology Not Technology’ ) but the evidence is that executives continue to focus on the technology rather than the experience. And that requires aligned leadership. Be infectious in your communication.

Customer Experience 59

Customer Experience Multi-Channel Social Media Technology 59

Gainsight

OCTOBER 5, 2021

Today’s leadership also obsesses over their customers with one key difference. Well, technically , it started in 2007 with the introduction of the iPhone and other smartphones. After significant investments in customer success, leadership needed to know what the return was. Shift Two: The Marketing and Sales Funnels Transformed.

Customer Success 45

Customer Success Customers Leadership Sales 45

Education Services Group

FEBRUARY 14, 2021

Clippy is no longer with us today, having been fired by Microsoft in 2007 , but the intrusive, little paper clip has left a legacy from which all in-application virtual assistants have sprung. You could click through dialogue trees for walkthroughs on general or specific functions within the software.

Tools 52

Tools Software Engagement Video 52

AWS Machine Learning

SEPTEMBER 11, 2024

By 2007, GPUs became more generalized computing devices, with applications across scientific computing and industry. The CUDA core, released in 2007, is a GPU core approximately equal to a CPU core. The CUDA API and SDK were first released by NVIDIA in 2007. The following figure illustrates the Neuron software stack.

Financial 100

Financial Training Data Software 100

Stella Connect

FEBRUARY 20, 2018

less than a decade after its inception in 2007. Customer service is ingrained in the company culture, so much so that leadership gets regular reports on customer feedback through Trustpilot, Stella Connect , and other sources. But for fast-growing companies trying to scale their customer service teams, the costs are far too high.

Contact Center 43

Contact Center Effort Score Culture Feedback 43

C Space

JUNE 18, 2020

So we made the decision to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. Our entire leadership team is committed to accelerating our efforts to build a more inclusive, diverse and aware organization.”

Brands 52

Brands Guidelines Hospitality Government 52

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018).

ROI 54

ROI Study Financial Loyalty 54

Stella Connect

FEBRUARY 20, 2018

less than a decade after its inception in 2007. Customer service is ingrained in the company culture, so much so that leadership gets regular reports on customer feedback through Trustpilot, Stella Connect , and other sources. But for fast-growing companies trying to scale their customer service teams, the costs are far too high.

Contact Center 20

Contact Center Effort Score Culture Feedback 20