Experience Matters

SEPTEMBER 8, 2014

In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to be in.” If you haven’t been to one of those events, then I highly urge that you do so in the future. CX professionals are a happy group.

Customer Experience 303

Customer Experience Social Media Groups Customers 303

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Blog Culture Customer Experience Featured employee engagement leadership linkedin' How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Customer Bliss

JULY 11, 2017

In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. 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.

Leadership 0

Leadership Customer Experience Report Innovation 0

ijgolding

JUNE 22, 2015

By 2014 they had been voted number 4 in the Times 100 Best Mid-Sized Companies to Work For, and they won the Customer Service Initiative award at the Oracle Retail Week Awards. In 2014 they also floated on the London Stock Exchange. In 2001, John launched Appliances Online, the group’s first website selling white goods.

Leadership 120

Leadership Social Media Exercises Loyalty 120

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

OCTOBER 7, 2014

This post is part of the 2014 CX Day Customer Experience Blog Carnival. There are always multiple moving parts to any customer leadership decision that’s right for your business. Taking the leadership audit with your leaders is a good place to begin the work. Company Wide / Leadership Agreement to do the Work.

Management 149

Management Leadership Customers Metrics 149

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. At this point, I ask you this question: what kind of leader and exercise of leadership plants the seeds of transformational change and then nurtures this seeds to fruition? Thanks for listening.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Forrester

OCTOBER 1, 2014

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. Fast-forward to 2014 and things look a lot better in the world of CX.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

Customer Bliss

JANUARY 11, 2018

According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it). Why is the CCO role so important? 4 Culprits That Hinder Customer-Driven Growth. #1. How to Build Your Customer-Driven Growth Engine.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Customer Bliss

OCTOBER 10, 2017

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Doug Leather

MAY 15, 2014

My comments on a couple of these 2014 investment priorities. Let’s begin at Investment Priority #5 for 2014 – Customer Acquisition. Maybe, just maybe, Investment Priority #4 for 2014 – Marketing Effectiveness addresses the balance across these 4 drivers of customer value management.

Infographics 57

Infographics Customer Centricity ROI Competitive Advantage 57

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Photo credit: https://wpcarey.asu.edu/research/services-leadership/symposium-overview.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

Customer Bliss

MAY 23, 2017

Under her leadership, they turned it into a three-day festival. LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S., At Modell’s, LaRocca led its successful sponsorships of the 2014 Super Bowl and the 2013 Major League Baseball All-Star Game.

Sports 142

Sports Customer Experience Hospitality Retail 142

ijgolding

APRIL 29, 2015

One year ago I wrote a blog post about leadership. It was a delight to write with great clarity about how an organisation had achieved remarkable things through strong, committed, innovative, focused and inspirational leadership. The inspirational leadership team of Barry Hearn and Russell Slade.

Leadership 120

Leadership Financial Sports Strategy 120

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. The final prediction for 2018 is that contact centres will start to embrace emotion management as a leadership discipline. So, here’s hoping that form still runs true for this latest iteration. AI & Contact Centres.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Maz Iqbal

DECEMBER 4, 2014

What way of showing up and travelling (being) lies at the heart of human-centred leadership? Please note: an earlier version of this conversation was published in November 2014 at CustomerThink. This is the question that I have been pondering over the last month. As a leader what is your stance towards your people?

Leadership 69

Leadership Travel Measurement Analysis 69

Customer Bliss

JUNE 29, 2017

First, if you’ve never heard of Talecco, it’s a new kind of talent business that focuses on helping organizations find CCOs and other customer-facing leadership roles. One of the more interesting stats — for me — was that they ID’ed only about 14 people with the CCO title around the UK/Europe in 2014.

Chief Customer Officer 27

Chief Customer Officer Travel Leadership Report 27

NICE inContact

JULY 13, 2016

Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. After six years in the cloud, Hoveround added inContact’s award-winning Personal Connection™ proactive outbound solution in 2014 and has seen outstanding results by eliminating the tell-tale awkward pause of typical legacy dialers.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. The very essence of leadership is [that] you have a vision. Is your company short-sighted when it comes to the customer? Can any of these double as customer experience vision statements, too? What''s your customer experience vision?

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

Customer Bliss

MAY 31, 2018

Antonio is a trilingual CX leader who has been driving customer experience for The Linde Group since 2014 and spent about 10 years at Air Liquide. Attend conferences and learn as much as you can; the concepts and basics are the same for each market. - @b2bmobileeu Click To Tweet. About Antonio Sustas.

B2B 107

B2B Industry Leadership Conference 107

SuiteCX

JANUARY 19, 2015

©2014 suitecx – ConfidenDal Client Mailing costs were skyrocke2ng, and manual processes made campaign planning difficult and inefficient Diagnos2c across four lines of business; shared services team built around 19 CX ini2a2ves Automated 30% of manual processes; reduced employee over2me; increased program effec2veness 1.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

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 Jan 31, 2014. Consider what this means.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Alliance by IFS

OCTOBER 8, 2019

Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market. ehackman@astea.com The post IFS & Astea Announce Definitive Agreement to Strengthen Global Leadership in FSM Business appeared first on Astea.

Leadership 93

Leadership Telecommunications Financial Software 93

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. Temkin Group’s research has shown that customer experience leaders demonstrate four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

Customer Connectedness 120

Customer Connectedness Infographics Customer Experience Video 120

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Alibaba Group did more than $390 BILLION in sales in 2014. Finally, Ken Chenault summed up leadership and vision.

Leadership 110

Leadership Innovation Social Media Consulting 110

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. Downie is committed to the idea that leadership is key for having an excellent Customer Experience. Most of all, his leadership and emphasis on Customer Experience is the key to its success.

Leadership 154

Leadership CEM Sports Hotels 154

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. How Mark was awarded his role.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

ijgolding

AUGUST 18, 2014

15th August 2014. The following statement is publicly available on their website: Through tremendous leadership and the entrepreneurial spirit of our employees, we have built the largest car rental brand in North America, known for exceptionally low rates and outstanding customer service. I hope you enjoy reading it. Branch Visited.

Customer Experience 270

Customer Experience Effort Score Customers Insurance 270

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. It’s once again the time of year for me to publish my CX trends. With this post, I’m declaring 2015 “ The Year of the Employee.”.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Customer Bliss

SEPTEMBER 19, 2019

Additionally, Lisa looked at data, talked to a lot of people, met with leadership, frontline staff, and patients and families, to understand their point of view. CX #leadership #healthcare Click To Tweet. She has over 30 years of experience in leadership in a wide range of healthcare settings. Connect, Partner, and Reflect.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins. Andrew Neff. AndrewinContact.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Strativity

JANUARY 15, 2015

a web-based, on-demand leadership training and action tool created exclusively for customer-facing managers and employees who need practical leadership guidance at critical, decision-making moments. Increase effectiveness of leadership strategies. Established in 2014, Be Lead Do, Inc. Be.Lead.Do! Be.Lead.Do!

Leadership 52

Leadership Tools Management Culture 52

SuiteCX

NOVEMBER 3, 2015

from 2014 to 2019. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. Six Steps to Best-in-Class Customer Experience.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Vonage

SEPTEMBER 16, 2016

Leadership: In any company, the leaders develop the vision for the company’s culture, and in a customer-focused company, the leaders live by that vision and lead by example. How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC).

Customer Focused 120

Customer Focused Company Infographics Poor Customer Service 120

SuiteCX

FEBRUARY 15, 2016

Thought Leadership “Leaders with above average employee engagement maturity…deliver better customer experience and also have better financial results than their counterparts.” Thought Leadership buy into it and apply it in their daily behavior. days to 22.9

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

BlueOcean

JUNE 22, 2022

These are theoretical questions, but the answers you get should illuminate the approach and the expertise in IT strategy leadership that your bidders bring to the table. The sky is obviously the limit – so ask questions in your RFP that get your potential partners thinking about how they would go on that journey with you.

Contact Center 156

Contact Center Technology Tourism Exceptional Customer Service 156