Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. His 2015 Talk is now at 2.1

Leadership 98

Leadership Government Employee Experience Innovation 98

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Confirmit’s commitment to fostering innovation is nothing new. Qualtrics Innovation Exchange was announced at the first Qualtrics Insight Summit and launched in July of 2014. Congratulations to this year’s winners: Confirmit. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Michelli Experience

AUGUST 31, 2016

For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation. The first started in 2015 when Domino’s began testing driverless delivery vehicles (something Domino’s calls DRU – Domino’s Robotic Unit ). Let your innovation take flight! Oh, it’s DRU.

Technology 189

Technology Travel Innovation Study 189

ijgolding

MAY 6, 2020

It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey. Budapest Bank had actually started its customer experience program at the end 2015. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016.

Banking 233

Banking Customer Experience Customer Centricity Culture 233

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. YWCA Chicago (@YWCAChicago) June 10, 2015. Quite the opposite, thanks to innovating. Leadership is about integrity.

Leadership 110

Leadership Innovation Social Media Consulting 110

Alida

OCTOBER 17, 2017

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. The leadership team must create a mandate that patient experience should come first. In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience.

Hospitality 247

Hospitality Retail Leadership Culture 247

SuiteCX

FEBRUARY 15, 2016

suitecx ©2015, suitecx Inc. Thought Leadership “Leaders with above average employee engagement maturity…deliver better customer experience and also have better financial results than their counterparts.” suitecx ©2015, suitecx Inc. suitecx ©2015, suitecx Inc. days to 22.9

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) Bell, author of The 9½ Principles of Innovative Service. It will be officially released on the 3rd October 2015. It will be officially launched on he 28th October 2015.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

One Millimeter Mindset

SEPTEMBER 13, 2018

These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future? Beyond our current personal development and leadership comfort levels?

Leadership 71

Leadership Communication Industry Knowledge Base 71

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Blog Customer Engagement Customer Experience Featured Innovation Opinion #SXSWi customer service leadership privacy Slideshare Social Media SXSW technology trends' Trends are always a big part of SXSW , but each year it comes down to people. Location-based apps were another year’s IT technology.

Technology 110

Technology Customer Experience Social Media Trends 110

SuiteCX

SEPTEMBER 25, 2015

suitecx ©2015, suitecx Inc. Customer experience gets put on the back burner as goals like risk avoidance, project completion time and technology up.me stifle innovation and reward the status quo. suitecx ©2015, suitecx Inc. What are some of the barriers?

Customer Journeys 100

Customer Journeys Customer Experience Leadership Metrics 100

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

Experience Investigators by 360Connext

JUNE 22, 2015

Share innovation as it happens. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them. Social can help your leadership seem more down-to-earth and in tune with customers. Could your leadership benefit from hearing directly from customers?

Social Media 110

Social Media Engagement Video Innovation 110

BlueOcean

MAY 17, 2016

The brand name change is part of a strategic initiative by IMP Group to grow all of their customer service operations through the strength of the internationally-recognized, award-winning Blue Ocean brand, acquired in 2015, while leveraging the experience and attributes of the Bathurst Customer Care team to support that growth.

Contact Center 120

Contact Center Customer Care Groups Leadership 120

SuiteCX

NOVEMBER 3, 2015

suitecx ©2015, suitecx Inc. September 23, 2015 Six Steps to Best-‐In-‐Class Customer Experience Creating and Executing a top CX Program Yields Real Business Results The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. from 2014 to 2019.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential Customer Journey Mapping Governance is at the top of the maturity curve Source: DataFlux Unaware Reactive Proactive Predictive People, Process, Technology Adoption Reward Risk CJM Architecture CJM Management CJM Governance.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Customer Bliss

MAY 31, 2016

Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com. In June 2015 Future Travel Experience named Curtis as one of 25 global innovation leaders in the airline industry. Co-Creation.

Airlines 80

Airlines Customer Experience Insurance Innovation 80

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

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it a clickstream?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Clarivate

DECEMBER 3, 2021

Their achievements are invaluable to our contributions to innovation and customer success, as evidenced in the roles women researchers and scientists have played in addressing COVID-19 during the past two years. From 5,554 articles published between 2015 and 2018 in five high-impact medical journals, only 35.6% Work with us.

Leadership 52

Leadership Study Trends Groups 52

C Space

JANUARY 19, 2021

Christopher Nurko, Global Chief Innovation Officer, has been named as a Global LGBTQ+ Role Model by INvolve. As the saying goes, leadership is all about making a difference; about setting and meeting goals,” says Nurko. OUTstanding has been a shining example of this. I am proud to be chosen as a role model.”.

Innovation 52

Innovation Consulting Leadership Groups 52

Provide Support

DECEMBER 1, 2016

Why to Apply Servant Leadership in Customer Service. The business age we live and work in today is often called the Age of the Customer which means that shifting the focus on the customer now matters more than any other single factor like product innovation and technology racing. © 2003 - 2015 Provide Support LLC. Read more.

Leadership 40

Leadership Customer Service Innovation Customers 40

ijgolding

JANUARY 15, 2016

Experience Design, Improvement and Innovation. In 2015, I worked with many practitioners aspiring to become a CCXP – they are all finding it challenging – some more than others. Organisational Adoption and Accountability.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

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

PeopleMetrics

JUNE 16, 2015

All Repair, No Innovation". Many of these companies are undertaking short-term fixes and fighting fires, but they don't appear to have the visionary leadership necessary for customer experience differentiation. Members of your leadership team are likely no exception. "All Talk, No Action". Build your burning platform.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. Senior management leadership involvement is imperaDve • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

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 30, 2015. Consider what this means.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Customer Guru

DECEMBER 13, 2017

Furthermore, disruptive startups launch innovative products that get adopted by millions of users almost overnight. According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. Without a customer-centric vision and leadership, CX initiatives are bound to fail.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Kustomer

MAY 29, 2019

Founded in 2015, Kustomer empowers businesses to provide the customized, data-driven support necessary to succeed in today’s customer-first world. A seasoned technology executive, Sturgis has held leadership positions at world-class technology companies, including Oracle, Gartner, Right Media, and Yahoo!

Customer Service 58

Customer Service Omni-Channel Leadership Contact Center 58

West Monroe

SEPTEMBER 14, 2017

Curtis joined Premera Blue Cross in 2015 to oversee efforts that support the company’s goal of being a customer-obsessed health plan. We are incredibly lucky to live in Seattle, surrounded by innovation and some of the most customer-centric companies in the world – be it Amazon, Nordstrom, Costco or Alaska Airlines. The talent.

Self Service 89

Self Service Healthcare Airlines Customer Centricity 89

Strativity

DECEMBER 9, 2014

Through hands-on learning, benchmarking of leading brands’ CX programs and group development, executives will ignite their creativity, learn an accelerated innovation process for implementing CX frameworks and network with other senior leaders. In February 2015, executives will redesign the experience for the American Diabetes Association.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Automotive Healthcare 52

Natalie Petouhof

FEBRUARY 28, 2016

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights.

Innovation 40

Innovation Gamification Management Comparison 40

Beyond Philosophy

MAY 10, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Who’s doing this well, using innovative techniques and setting standards for others to follow? Also, the company leads by using assertive offline and online viral techniques to drive community awareness and new customer acquisition, perhaps the most innovative in the industry.

Connections 60

Connections Marketing Banking B2C 60

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 2015. Happy to have #CX pros in the house to hear @jeanniecw speak during @CXPA_Assoc ‘s Chicago meetup event! pic.twitter.com/q0W0mvrx8R. Huge thanks to Sprout Social for hosting our CXPA Chicago event, and to the smart people who attended!

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110