ECXO

SEPTEMBER 6, 2023

Global Vice President at Datacurate Technologies Andreas Heiz , Director Marketing Technology & Personalization Solutions EMEA/AP at SAS Corinna Klaes , Solution Specialist for Customer Intelligence at SAS and European Customer Experience Organization (ECXO) Facilitator and Ambassador What’s in store for you during this session?

Customer Experience 212

Customer Experience Data Customer Centricity Culture 212

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

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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 Culture 295

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. Techniques for promoting collaborative contact centers.

Contact Center 117

Contact Center Culture Self Service Wireless 117

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. I mean, you’re talking stories, you’re talking about leadership. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. The post Leadership, Empathy, and Transforming the Customer Experience appeared first on Dr Natalie News.

Leadership 52

Leadership Customer Experience Contact Center Metrics 52

ClientSuccess

JUNE 15, 2022

4 customer success books you need to read now! Here are four customer success books you need to put on your to-read list ASAP: 1. This book has the answers. Customer success is a driving force of your corporate goals, and this book is an excellent start for any team looking to implement tried-and-true strategies for success.

Customer Success 52

Customer Success eBook Leadership Innovation 52

Russel Lolacher

MAY 4, 2021

” Now a lot of “leaders” will start thinking of innovators like Steve Jobs and his introduction of user friendly technology like the iPhone, or Walt Disney and his theme parks and animation studios, or Brene Brown for her ideas and research on vulnerability and bravery. The post What Will be Your Leadership Legacy?

Leadership 128

Leadership Sports Examples Connections 128

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 380

B2B B2C Touchpoint Customer Journeys 380

CSM Magazine

MARCH 20, 2023

Marketing books can answer these demands with hard facts. Students should check out several books if they want to ace marketing assignments. Holt This book is a must-read for those interested in the history of popular American brands. The author attributes their success to “cultural branding.” Be sure to check it out!

Marketing 52

Marketing Social Media Advertising Case Study 52

Oracle

MARCH 24, 2021

For book readers, the past year has provided ample opportunity to make a dent in that pile of books you set aside for “rainy days.” The same design thinking used to create inspiring technology, products, and spaces can be used to design and build a career and a fulfilled life. Don’t stop there!

Fashion 76

Fashion Culture Technology Leadership 76

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. ” This brand-new book was co-authored by Tony Bates and Dr. .”

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

CSM Magazine

SEPTEMBER 13, 2024

Practice managers do more than just book appointments and keep the office looking tidy and inviting—they also take on the responsibility of managing finances, hiring staff, and looking after quality of care in a clinic. Good Team Environment A positive work culture is crucial for employee satisfaction and team productivity.

Management 52

Management Tips Healthcare Financial 52

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Leadership 87

Leadership Self Service Customer Service Trends 87

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time. ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

ECXO

MARCH 5, 2024

Digital transformation isn’t just about integrating digital technology into all areas of a business. This fosters a culture of innovation, which is crucial for staying competitive in the digital age. They should foster a culture of innovation, collaboration, and customer-centric thinking.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

ECXO

AUGUST 2, 2023

Published in fifteen languages and named one of the 100 best business books of all time. In several senses, the Experience Economic book influenced several generations of leaders, executives, creative people, and designers that today focus, lead, and work with CX. Liraz Margalit.

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. So treat yourself to a book every quarter. Books for Product Managers. Books for Product Managers. Blogs for Product Managers.

Resources 80

Resources Management Conference Groups 80

CloudCherry

FEBRUARY 6, 2020

After all, he wrote the book. (No No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week.

Customer Centricity 195

Customer Centricity Leadership Industry Culture 195

CX Journey

NOVEMBER 15, 2017

Image courtesy of Pixabay In business, your culture is the soul of the organization. Translate that to your company, and it becomes a good proxy definition for culture. The culture embodies the soul of the organization. As I mentioned in a previous post , we know that Culture = Values + Behavior. We have no technology.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. He serves on the CX Strategy Team with the CEO and CIO who craft the long term plans to create a client-centric culture bank-wide.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Kayako

JULY 6, 2017

Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. All that is captured in these customer service books. 10 of the best career-inspiring customer service books. Develop a support strategy.

Self Service 93

Self Service Handbook Customer Service Culture 93

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. In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. Don’t necessarily just pitch the role. Some were threatened.

Leadership 0

Leadership Customer Experience Report Innovation 0

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Embrace Technology and Change. Experience on the Frontline.

Contact Center 130

Contact Center Leadership Training Technology 130

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Leadership, Accountability, and Culture. CCO Stories: Give Your Team the Authority to Just Do It. Click To Tweet.

Chief Customer Officer 118

Chief Customer Officer Leadership Advertising Culture 118

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts? See Figure 2.

Call Center 100

Call Center Gamification Contact Center Training 100

Alida

OCTOBER 17, 2017

Instill a culture of patient-centricity. The leadership team must create a mandate that patient experience should come first. Some forward-thinking organizations like the Cleveland Clinic have recently enlisted chief experience officers to make sure that someone from the leadership team is driving enterprise-wide changes.

Hospitality 247

Hospitality Retail Leadership Culture 247

Totango

MARCH 1, 2022

Like in most male-dominated industries, there are many reasons for the lack of women in tech, including work culture and gender discrimination issues, a significant gender pay gap, and a lack of female representation in the workplace. What suggestions do you have for companies that are trying to promote a culture that embraces women in tech?

How To 104

How To Leadership Culture Industry 104

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. There are a number of new books out, currently, which discuss how our organization’s stories make our products and services (not even our people) the heroines of the day. We know the plot. End of story.

Culture 71

Culture Course Leadership Engagement 71

InMoment XI

NOVEMBER 2, 2022

Basically, when an organization’s leadership decided to engage in customer experience design, they would deploy surveys (sometimes physically) for customers to fill out and hand back. For a long time, this was considered cutting-edge CX technology and a valuable means of soliciting feedback. Let’s get into it! What Is CX Design?

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

Blake Morgan

JANUARY 20, 2022

Succeeding as a CX pro–no matter if you’re an executive or just starting your career–requires constantly learning and adapting to new research, trends, and technology. With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Adrian Swinscoe

NOVEMBER 20, 2023

Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe. Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience.

Technology 45

Technology Hospitality Customers Customer Service 45

COPC

JANUARY 9, 2024

By adopting new technology and expanding our team’s capabilities, we’ve contributed to Mastercard’s overall growth and positioned the company among the leaders in the contact center industry. A few years ago, we recognized the importance of enhancing our Global Customer Care team.

Customer Experience 76

Customer Experience Net Promoter Score Guidelines Customer Care 76

Customer Bliss

MAY 23, 2018

She was interested in moving up within the company and ultimately became responsible for the contact center technologies under the Cendant Umbrella. When you can do this, you get an internal culture of excitement, innovation, and happy employees which result in happy customers. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience Travel B2C 197