Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. I’m not surprised that Hall was named as the “Best Boss” in sports in 2013 by TeamWork Online.

Culture 313

Culture Sports Employee Engagement Leadership 313

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.”

Leadership 0

Leadership Customer Experience Report Innovation 0

CloudCherry

SEPTEMBER 1, 2019

Prior to joining Tethr , Matt was a Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, held numerous global leadership roles in research, product development and management for CEB, now Gartner.

Conference 244

Conference Study Sales Leadership 244

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2013, she published a book on Online Marketing for Small Businesses (Wiley), is a contributing author to a book on Social Business scheduled to be released in 2015 (Pearson), and semi-actively writes a Customer Experience blog at anniesaid.com. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

InMoment XI

APRIL 30, 2013

The 2013 Restaurant Leadership Conference has come to a close. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well. View Article

Conference 150

Conference Leadership 150

InMoment XI

APRIL 30, 2013

The 2013 Restaurant Leadership Conference has come to a close. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well. View Article

Conference 150

Conference Leadership 150

InMoment XI

APRIL 30, 2013

The 2013 Restaurant Leadership Conference has come to a close. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well received. At our booth, we spoke with a number. View Article.

Conference 150

Conference Leadership Retail 150

Customer Bliss

NOVEMBER 7, 2017

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . Align Leadership and Company Around One Goal: A Shared Vision.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Customer Bliss

NOVEMBER 7, 2017

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . Align Leadership and Company Around One Goal, A Shared Vision.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Experience Investigators by 360Connext

JUNE 8, 2021

Keeping your finger on the pulse of change means looking ahead, and it means getting the support and leadership buy-in you need to act on it. I read this in 2013 and thought – doesn’t this apply to most customers? Several years ago, Cisco released a report about what healthcare providers and consumers want in healthcare.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

C3Centricity

APRIL 17, 2018

Econsultancy recently asked what effective leadership in the digital age is. Several key leadership qualities were found, including being ruthlessly customer-centric, data-driven, innovative, collaborative and agile. This is relatively easy to do because when the business is going well, all stakeholders are happy. Coke vs Pepsi.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s leadership clearly understands the experience for the customer goes way beyond putting the lid on the soup. Leadership at this particular store saw it as important, and I’m betting it’s a consistent experience at other stores, too. Added by Anne Reuss on Aug 05, 2013. Consider what this means.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Customer Bliss

OCTOBER 4, 2016

Duygu has 15+ years of leadership experience in enterprise technology with a strong track record of growing 100+ million dollar B2B technology businesses with full P&L responsibility. This is why I often talk about “one-company leadership.” About Duygu. Here’s how I would use this episode: listen to it.

Customer Success 166

Customer Success Leadership Metrics Customer Journeys 166

Customer Bliss

MAY 3, 2017

He is a sought-after speaker and advisor to corporate leadership teams around the world. Matt Dixon is Group Leader of the Financial Services and Customer Contact Practices of CEB (NYSE: CEB) in Arlington, VA. In addition to his management responsibilities at CEB, Matt is a noted business writer.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Customer Bliss

MAY 10, 2019

Scott Allison is a Scottish national who’s been living with his family in the US since 2013. Scott previously held leadership positions for 30 years within the Life Sciences & Healthcare sector and Technology sector.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

Clarivate

SEPTEMBER 7, 2023

Figure 2: Impact – The citation impact (measured by Category Normalized Citation Impact, or CNCI) of the papers published by each country/region, presented in both an Impact Profile and the trend for 2013-2022. Figure 3: Output – Trends in international output and open access output for 2013-2022 for each G20 member nation.

Government 116

Government Trends Comparison Innovation 116

Comm100

SEPTEMBER 28, 2021

That included tips on how to engage with leadership, collect feedback from your organization, and communicate change. Since 2013, the business has operated from South Melbourne and has seen a rapidly increasing customer base. Tangerine – Managing a Surge in Chat Volumes with AI Chatbot .

Customer Service 246

Customer Service Chatbots Banking B2C 246

ijgolding

AUGUST 12, 2018

In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. What customers ‘wanted’ in 2013, is unlikely to be remarkably different in 2018. We must be able to get the fundamental basics right before we even start thinking about things that may delight the customer.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Maz Iqbal

OCTOBER 9, 2014

Little Change In The State of Customer Experience Excellence From 2013. improvement due to benevolent-enlightened leadership? New FCA-mandated focus on customer outcomes … has led to massive investments and exhaustive leadership attention. Let’s start with the dominant themes. Which sectors have declined?

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Heart of the Customer

SEPTEMBER 11, 2014

The report simulates a CX Believer, a CX Non-Believer, and compare the results with the S&P 500 in stock purchases from 2007 through 2013. HOBY is an international program that offers annual leadership seminars to high school sophomores, challenging them to log 100 hours of. Are you actively interfering with your mission?

Customer Experience 132

Customer Experience Net Promoter Score Report Banking 132

Customer Bliss

JULY 3, 2018

There are so many good people on the frontlines who are waiting for good leadership to help the company execute its mission. To improve the employee experience, Greg and his team realized they have to take off the handcuffs of employees. Allow them more freedom to give the customers a voice. What Do You Know Now That You Wish You Knew Then?

Government 120

Government Customer Experience Management Customer Experience Management 120

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. If you enjoyed this report, check out Lessons in CX Excellence, 2014 and Lessons in CX Excellence, 2013.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. About Brian. He arrived at that role in October 2007.) He has an MBA from Purdue University.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

CX Journey

MARCH 20, 2019

That statistic compares to 51% only five years earlier (2013). The first Culture Perception Gap statistic PwC uncovered states that 71% of C-suite and board respondents believe that culture is a priority on the leadership agenda of their organizations, while only 48% of non-management employees agree.

Culture 109

Culture Leadership Exercises Groups 109

Steve DiGioia

JUNE 20, 2016

According to the “State of the American Workplace”, a 2013 Gallup study, seven out of 10 workers in the US say they aren’t fully engaged at work, meaning they aren’t working to their fullest potential. Leadership needs to get out of the office and interact with their team daily, assist as needed. Walk the Floor”.

Competitive Advantage 167

Competitive Advantage Employee Engagement Social Media Engagement 167

Alida

OCTOBER 2, 2017

A regular speaker at national and international conferences, Bennett also received the Mayo Clinic Platinum Fellow designation in 2013—an award that recognizes his pioneering leadership in health care social media.

Self Service 100

Self Service Strategy Hospitality Social Media 100

ijgolding

JUNE 14, 2016

Leadership commitment 8%. Lack of leadership – and inability to translate Customer Experience into commercial benefits 11%. When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with my subject, is that very often, there is no right answer!

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Customer Bliss

APRIL 18, 2017

In addition to her academic accomplishments, she completed the Women’s Executive Leadership Program from Duquesne University and is the executive sponsor of WMSA, MSA’s professional organization dedicated to the advancement of women in the workplace. One of her first goals was to get back that momentum.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Provide an organization chart and bios of senior leadership and program management resources who could be assigned to our program.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Customer Bliss

MAY 23, 2017

Under her leadership, they turned it into a three-day festival. At Modell’s, LaRocca led its successful sponsorships of the 2014 Super Bowl and the 2013 Major League Baseball All-Star Game. Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association.

Sports 142

Sports Customer Experience Hospitality Retail 142

NICE inContact

OCTOBER 10, 2018

CES – The Customer Effort Score was introduced by the CEB (now Gartner) in 2013. While it does require dedicated leadership, everyone in the organization needs to play a role in improving CX. Depending on your customers and what their journey looks like, other data points will be needed to supplement.

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

Customer Bliss

DECEMBER 5, 2017

Hicks co-founded Angie’s List in 1995 and served as its Chief Marketing Officer from May 2000 and on its board of directors from March 2013 through its acquisition by ANGI Homeservices. Prior to assuming this role in September 2017, Ms.

Chief Customer Officer 129

Chief Customer Officer Consumers B2B Customers 129

SuiteCX

OCTOBER 22, 2015

suitecx Thought Leadership: Balancing Customer Needs. It is critical to get all key departments aligned on your customer experience strategy. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 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

Helen Dewdney

FEBRUARY 28, 2020

Ridiculous, and shows just how poor the leadership at Royal Mail is. Royal Mail was privatised in 2013 and wants to be seen as working to keep costs down for consumers and making service improvements. All this over just a few years. But it needs to do a lot more work, listen to consumers and stop repeating mistakes and wasting money!

Policies 73

Policies Leadership Course Report 73

ijgolding

JANUARY 4, 2017

I discussed 5 key learnings of emotion, knowledge, commitment, governance and leadership. In 2013 (a long time ago now!!), On this very day in 2016, I wrote an article entitled ‘Why 2016 should NOT be the year of the customer’ – in it, I referenced my observations of Customer Experience throughout 2016.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

Bill Quiseng

JULY 28, 2014

Marriott’s leadership mantra, ““Take care of your employees, and they’ll take care of your customers.” Cayzu was founded in 2013 and is quickly gaining traction in the helpdesk software industry as a simple and affordable alternative to more expensive and complicated solutions. Recently Marriott opened the J.W.

Customer Service 126

Customer Service Hotels Social Media Software 126