Blake Morgan

NOVEMBER 26, 2024

On The Modern Customer Podcast , entrepreneur and bestselling author Robert Glazer shared actionable strategies for mastering leadership. Balancing culture and accountability is another critical component of leadership. Robert rejects the notion that leaders must choose between fostering a positive culture and driving results.

Leadership 64

Leadership Strategy Customer Experience Culture 64

ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. Will it increase their satisfaction or decrease it?”

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

CX Journey

NOVEMBER 8, 2017

And, by company, I mean, the leadership of the company. So let's talk about leadership. It's been more than five years since I first listened to - and wrote about - Bob Chapman's TEDx talk about Truly Human Leadership. And, no, I don't get an affiliate fee if you click the link, and Bob hasn't paid me to write about his book.

Leadership 182

Leadership Employee Engagement Culture Engagement 182

eglobalis

JANUARY 28, 2025

During the event, attendees had the opportunity to pick from three books. Mindshift by Brian Solis , I had personally brought from Germany for Brian to signmaking this day extra special since I have read almost all his books since Engage. Brian never disappoints Mindshift is an exceptional book and his best work so far.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

Blake Morgan

DECEMBER 3, 2024

                                                                                  Stress isn’t just a personal challenge—it’s a hidden force that silently impacts leadership effectiveness and customer experience. Here’s what you’ll gain from this episode: 1.

Leadership 59

Leadership Customer Experience Management Strategy 59

Kayako

JULY 6, 2017

All that is captured in these customer service books. Luckily, as support grows as an industry, support minded folks are taking to their computers to write books on customer service which serve as guidance and thought-leadership for those building a career within it. 10 of the best career-inspiring customer service books.

Self Service 93

Self Service Handbook Customer Service Culture 93

Blake Morgan

OCTOBER 29, 2024

The key to thriving in this environment lies in a few strategic moves: strong leadership, preventing agent burnout, and leveraging AI effectively. One of the most critical elements Michele highlights is leadership. These leaders do more than just manage—they inspire teams, foster a culture of engagement, and drive performance.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

Contact Center 177

Contact Center Culture How To Leadership 177

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 156

Culture Connections Contact Center Leadership 156

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Speth went on to say that “to deal with those issues we need a spiritual and cultural transformation”. But I was wrong.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

CX Accelerator

JANUARY 11, 2021

In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Blueprint for customer-centricity. ,

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Blake Morgan

DECEMBER 30, 2024

Bashar Wali , Founder and CEO of This Assembly and Practice Hospitality, brings leadership experience from Starwood, Grand Heritage, and Provenance Hotels. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.”

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

Blake Morgan

FEBRUARY 11, 2025

What does it take to scale customer-centric culture across an entire company? Top 5 Takeaways from the Episode 2:27 | Customer-Centric Culture at T-Mobile T-Mobiles “Un-carrier” strategy put the customer at the center of every decision.

Customer Centricity 52

Customer Centricity Culture Wireless Guidelines 52

Customer Bliss

FEBRUARY 18, 2022

If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once again). Know Your Guardrails. Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

ECXO

SEPTEMBER 7, 2023

Join us at the European Customer Experience Organization event featuring a captivating presentation by Ilenia Vidili on “From Products to People: Pioneering a customer-centric Culture for business success!” Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Centricity 156

Customer Centricity Culture Leadership Innovation 156

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” This starts during the hiring process.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. It’s part of the company’s culture.? .

Culture 112

Culture Customer Centricity Sports Customer Service Training 112

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

ECXO

JUNE 11, 2023

Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. Buyers are also often seeking a strategic partnership and thought leadership to help them solve their biggest problems. A persona is an archetype of your ideal customer. How do they consume content?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

ijgolding

SEPTEMBER 21, 2015

The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy. ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. I can safely reveal the following though.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

Customer Bliss

MARCH 26, 2019

In my book, “ Would You Do That To Your Mother? The work is interesting, but what really drives the work is culture. In each of our roles, in each of our work, you’ll have to collaborate with others on projects. “, I’m offering you a simple question to ask yourself. In it, I ask: What worked?

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

Kayako

FEBRUARY 25, 2016

Whenever we meet new ones, we ask this question: When you invest in a startup, which books do you recommend to the founders? Books for founders who need to hack their way to levelling up business, executive and management skills. Return Path CEO Matt Blumberg’s book is a field guide for first-time founder CEOs.

Culture 48

Culture Study Leadership Management 48

Blake Morgan

NOVEMBER 19, 2024

Build a culture where your team feels valued and empowered to deliver outstanding service. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” Blake Morgan was called “The Queen of CX” by Meta.

Loyalty 69

Loyalty Strategy Leadership Connections 69

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Blake Morgan

FEBRUARY 4, 2025

The best organizations dont rely on one-time initiatives or complex programsthey build customer-focused cultures through small, consistent actions that empower employees to deliver great service. Tune in now to learn how small, consistent improvements can transform your service culture. Blake Morgan was called The Queen of CX by Meta.

Culture 52

Culture Strategy Customer Experience Contact Center 52

ECXO

SEPTEMBER 6, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Explore how a customer-centric culture should infiltrate every facet of an organization, from leadership to frontline staff. ” Date: October 5th Time: 2:00 PM CET Secure Your Spot on Zoom Today!

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227

Experience Investigators by 360Connext

MARCH 19, 2024

We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart. Get ready to equip your team with the tools they need to excel in this challenging yet rewarding aspect of customer experience leadership.

Policies 200

Policies Roadmap Culture Leadership 200

Blake Morgan

OCTOBER 22, 2024

Once you find passionate employees, leadership plays a key role in nurturing that enthusiasm. A positive workplace culture, built by leaders investing in their employees’ growth and well-being, encourages staff to connect with the company’s mission. Blake Morgan was called “The Queen of CX” by Meta. 8CXLaws.com.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

Customer Bliss

JULY 11, 2017

Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. At Citrix, she was tasked with driving culture change, for example — but people didn’t know who she was, why she was there, etc. Some were threatened.

Leadership 0

Leadership Customer Experience Report Innovation 0

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. By the book. Group effort.

Contact Center 117

Contact Center Culture Self Service Wireless 117

Blake Morgan

NOVEMBER 12, 2024

This approach ensures the brand remains culturally relevant and engaging. Partnerships with cultural icons further amplify its bold, fun brand image. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.”

Strategy 64

Strategy Marketing Customer Experience Social Media 64