Alida

MAY 8, 2018

CMOs know there’s CX leadership gap. But most organizations have a lot of work to do, and other research, including one from Forrester, indicates growth in (CX) innovation has flatlined. But knowing there’s a problem is the first step to finding a solution, and CMOs are well aware of the areas they need to improve upon.

Report 173

Report Customer Experience Leadership Study 173

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. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. Budapest Bank had actually started its customer experience program at the end 2015.

Banking 233

Banking Customer Experience Customer Centricity Culture 233

Alida

JULY 11, 2018

Insight should be a springboard for better product design, better communication and better innovation. Daniel reiterated that insight should be a springboard for better product design, better communication and better innovation. Insight helps identify what those different groups expect from their experience with Canadian Tire.

Industry 141

Industry Brands Banking ROI 141

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. One-Company Leadership. About Robert. 15+ years working in the digital industry. Chief Content Officer. Chief Technical Officer.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

ECXO

AUGUST 2, 2023

A creative at heart, Mike is always innovating ways to apply the power of stories to CX and those to strategy. The journey continues… with real innovation. His first professional CX experience was to guide the CX design for McDonald’s digital drive-thru concept in 1999 while eVisionary at IBM.

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. There is incredible power in customer-focused leadership. He encourages his employees to meet and exceed customer expectations, which has led to innovative DTC showrooms, integrated technology, and impressive shipping and return policies.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Customer Bliss

OCTOBER 13, 2016

As we all know, though, customer defection does happen — and often it happens because of unclear issues around that same leadership. In a large, enterprise-type organization, your culture is modeled and driven by the behaviors of your senior leadership team. Preventing customer defection: Align the leadership team.

Leadership 100

Leadership Culture Metrics ROI 100

Optimove

OCTOBER 28, 2024

Optimove’s strategic vision and innovative use of AI have allowed it to carve out a unique position in this competitive market. Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with OptiBot , starting in 2016.

Marketing 52

Marketing CRM Report ROI 52

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

Avaya

JUNE 7, 2016

Platform innovation allows companies to disrupt the status quo for their business, their industry. Amazon, Zappos, Google, Uber are just a few of the success stories that embrace platform innovation and launched massive disruptions. The platform we created for business communications innovation is Avaya Breeze ™.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. Brian was initially reporting to Bob Johnson ( who also left Sprint in 2016 ) in a department with several billion under budget. He has an MBA from Purdue University. The Origins Of Net Promoter Score.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Beyond Philosophy

AUGUST 2, 2017

They innovate. Gallup reported in 2016 that only 29% of the Millennials said they were engaged at their jobs, meaning the remaining 71% said they aren’t. Beyond Philosophy’s Thought Leadership Principal Michael Lowenstein and I will show you how to build on employee engagement and move it to employee ambassadorship.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

CX University

JULY 9, 2018

And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. The company’s real innovation lies in its retention program. Employees want to feel a sense of commitment to their work.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Customer Bliss

MARCH 1, 2018

Make room to create innovative ideas. Alan joined Cedars-Sinai in November, 2016, with 15 years focused on healthcare patient experience improvement. Bucket 4: How do you improve resources for the employees and physicians? Think about performance improvement and understand the journey map.

Hospitality 154

Hospitality Healthcare Customer Journeys Survey 154

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Adrian Swinscoe. Aimee Lucas. Barry Dalton. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Alida

OCTOBER 13, 2016

At the 2016 Customer Intelligence Summit , two innovative brands shared how they’re taking advantage of this trend. Build thought leadership and brand awareness. McSpiritt agreed, saying market researchers should be aggressive and innovative in order to take full advantage of the opportunities in monetizing insight.

Company 100

Company Marketing Feedback Advertising 100

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” I call this one-company leadership. Your goal is to move towards one-company leadership. Again, more on that in a separate blog post coming up later.).

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

ijgolding

JANUARY 15, 2016

Experience Design, Improvement and Innovation. In 2016, there are still TOO MANY organisations who are yet to fully COMMIT to Customer Experience – they have a lack of leadership; governance; emotion; and knowledge on how to become more customer centric. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

delighted

JUNE 24, 2020

To help you get started in mastering your own employee experience, we will break down what employee experience is, why it’s important for customer experience, and how leadership and measurement are necessary to take your employee engagement to the next level. Do employees feel heard by leadership? Start with leadership.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

AWS Machine Learning

FEBRUARY 21, 2025

To address these challenges, we present an innovative continuous self-instruct fine-tuning framework that streamlines the LLM fine-tuning process of training data generation and annotation, model training and evaluation, human feedback collection, and alignment with human preference.

System 92

System Effort Score Metrics Training 92

ShepHyken

JUNE 6, 2016

4 Ways Innovative Companies are Changing the Face of Customer Service by Laura Norman. Salesforce) Here are four ways innovative companies are supporting customers differently (and how you can too.). My Comment: Want to know what the most innovative companies are doing to change the face of customer service?

Customer Service 48

Customer Service Infographics Innovation Customer Service Training 48

ijgolding

JANUARY 18, 2018

In my opinion, there is no better way to continue learning from and being inspired to keep developing your specialism, than having the ability to see the innovative and exciting ways different organisations are turning the theory of Customer Experience into practice.

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. In 2016, mobile marketing will be a must-have by many businesses. Six: The Numbers Don’t Lie.

Technology 100

Technology Company Marketing Loyalty Programs 100

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Adrian Swinscoe. Aimee Lucas. Barry Dalton. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

Customer Bliss

JUNE 28, 2018

But leadership needs alignment around the priorities of delivering now and the slow progress of building something meaningful and effective for the long-term. Leadership needs alignment around the priorities of delivering now and the slow progress of building something meaningful and effective for the long-term. About Vishal Bhalla.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

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. Published in Provide Support Blog , 2016.

Leadership 40

Leadership Customer Service Innovation Customers 40

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. New this year, the event features a Leadership Summit in addition to the Awards Luncheon.

Marketing 40

Marketing Leadership Video Course 40

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region. www.johnpaul.com.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

CX Journey

AUGUST 23, 2016

It was published on their blog on February 23, 2016. Engaged employees support the innovation, growth, and revenue that their companies need. The employer loses out on innovation and creativity that often comes from "fresh blood." Image courtesy of d.emily13 I originally wrote today's post for Intradiem. And it ought to.

Leadership 0

Leadership Employee Engagement Employee Experience Training 0

Avaya

OCTOBER 7, 2016

Recently, Frost & Sullivan put the spotlight on Avaya’s focus on innovation and supporting our customers’ business needs in enabling an omnichannel approach to customer service and experience with a slew of awards at Frost & Sullivan Asia Pacific Best Practices Awards 2016.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

AWS Machine Learning

JULY 15, 2024

Faced with manual dubbing challenges and prohibitive costs, MagellanTV sought out AWS Premier Tier Partner Mission Cloud for an innovative solution. Marco excels at leveraging cloud technologies to drive innovation and efficiency in various projects. Yaoqi Zhang is a Senior Big Data Engineer at Mission Cloud. After earning his Ph.D.

Video 127

Video Entertainment e-support Innovation 127

Natalie Petouhof

DECEMBER 13, 2016

Tweet Using data from NCWIT , Anita Borg Institute and Deloitte , the report evaluates whether there have been any improvements for women in tech in 2016 and what this means going forward. more likely to be in a leadership position than women, who are much likelier to get “stalled” in the workplace.

Study 40

Study Technology Leadership Report 40

Customer Enthusiast

OCTOBER 26, 2018

Values) Service, Learning, Contribution, Accessibility, Empowerment, Inclusion, Diversity, Sustainability, and Innovation. It needs to be actuated: modeled by leadership, embedded in the hiring and onboarding processes, and integrated into its performance management system.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Natalie Petouhof

MAY 11, 2016

Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016.

Case Study 40

Case Study Study Innovation Leadership 40

Avaya

AUGUST 31, 2016

The 2016 Rio Olympics may be over, but the excitement is still palpable. As I watched the performances from some of today’s most gifted athletes, I couldn’t help but think about this blog series on business innovation and the need to push further. How can they stay on top as true innovators and change seekers?

Innovation 47

Innovation Sports Hospitality Contact Center 47

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Confirmit’s commitment to fostering innovation is nothing new.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120