Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

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

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. Leadership also requires courage and transparency. Transparency builds trust,” Robert stressed. 8CXLaws.com.

Leadership 64

Leadership Strategy Customer Experience Culture 64

Blake Morgan

OCTOBER 15, 2024

Known for his innovative mindset, Henrik shared fresh insights on the role of AI in leadership and customer experience. 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.” 8CXLaws.com.

Leadership 72

Leadership Self Service Airlines Travel 72

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

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. The post Customer-centric leadership – what does it really mean?

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

Customer Bliss

MAY 12, 2020

I was honored to bring to you, our audience, a live conversation with the incredible Seth Godin , leadership guide for the ages, influential writer, and author of 19 books, for a candid conversation about what he’s seeing in the world at this time. In addition, he answered questions from our live audience.

Leadership 210

Leadership Hotels Connections Software 210

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. By contrast, C-players in leadership roles can stagnate an organization, holding back innovation and progress.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

ECXO

NOVEMBER 19, 2023

His research focuses on organizational maturity, design leadership, and customer-centricity. Notably, he is the creator of the Customer Centricity Score (CCS) and the author of the acclaimed book “Leading Design”, a guidebook for developing design-centric organizations.

Customer Centricity 367

Customer Centricity Metrics NPS Leadership 367

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

The DiJulius Group

AUGUST 8, 2024

*The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “Your vision needs to be your wildest dream of the impact your organization can have on the world.” Great leaders are paranoid that there is a better way to do something.

Leadership 98

Leadership Employee Experience Groups Management 98

Calabrio

FEBRUARY 20, 2025

Justify Investments with Data-Backed Performance Reports Stakeholders and leadership teams require concrete evidence of AI chatbot ROI. Book a demo to learn more. By leveraging AI-powered analytics solutions for conversational intelligence, companies can proactively refine chatbot performance and maximize self-service success.

Self Service 162

Self Service Chatbots Analytics Contact Center 162

Storyminers

APRIL 12, 2021

When I book my time, I try to spend 70% of it on top-priority projects, 20% on second-level projects, and 10% on everything else. What’s the most recent significant leadership lesson you’ve learned? What’s one book that has had a profound impact on your leadership so far? It’s simple. This is easy.

Leadership 240

Leadership Course Brands Customer Experience 240

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. Old school, cheesy, but totally on-point.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Customer Bliss

MARCH 26, 2019

In my book, “ Would You Do That To Your Mother? In each of our roles, in each of our work, you’ll have to collaborate with others on projects. But you’ll also have many opportunities to take personal accountability and make a difference where you are within the organization.

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

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

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

ShepHyken

FEBRUARY 26, 2024

Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. About: John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way. ” “Think slowly, act fast.

Leadership 100

Leadership Communication Strategy Customer Experience 100

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. Building Relationships is Key to Survival.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Russel Lolacher

MAY 4, 2021

Following on the theories of Dr. James Carson, Simon Sinek wrote a book on the importance of the infinite game mindset over the finite mindset. There are many who fall into positions of leadership that are ill-suited (think Michael from The Office) and they aren’t bettering the organizational health. INFINITE vs FINITE MINDSET.

Leadership 128

Leadership Sports Examples Connections 128

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. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

Customer Bliss

APRIL 23, 2021

My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

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

CloudCherry

SEPTEMBER 1, 2019

In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book? Customer service should be simple right?

Conference 244

Conference Study Sales Leadership 244

ShepHyken

DECEMBER 2, 2024

Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative. Plus, Edwin shares more insights from his book, Mastering the Customer Experience. He is a serial entrepreneur and is the author of 19 books, including his latest, Mastering the Customer Experience.

Customer Experience 79

Customer Experience Return on Investment Policies Customers 79

Blake Morgan

NOVEMBER 19, 2024

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.” Learn more and explore Brittany’s SUPER framework at BrittanyHodak.com , or grab your copy of Creating Superfans today! 8CXLaws.com.

Loyalty 69

Loyalty Strategy Leadership Connections 69

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

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience How To Leadership 245

Blake Morgan

OCTOBER 22, 2024

Once you find passionate employees, leadership plays a key role in nurturing that enthusiasm. 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.” ” To learn more visit www.8CXLaws.com.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

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

AWS Machine Learning

DECEMBER 11, 2024

The challenge: Scaling quality assessments EBSCOlearnings learning pathscomprising videos, book summaries, and articlesform the backbone of a multitude of educational and professional development programs. This correctly reflects the assertion of the Consumer Relevancy model as described in the Book Summary.

Guidelines 81

Guidelines Innovation System Consumers 81

Customer Bliss

OCTOBER 17, 2018

In my most recent book, Would You Do That to Your Mother , I write that make-mom-proud companies start with the lives of their customers and prove with their actions that they have their customers’ best interests in mind. As I say in the book: to reach your goals, help others to achieve theirs!

Leadership 231

Leadership Course Customers System 231

Customer Bliss

MARCH 21, 2019

Horst definitely knows a thing or two about creating excellent customer service and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins. Horst shares that he wrote this book to get CEOs thinking about what it really means to be a leader at this executive level.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

The DiJulius Group

DECEMBER 19, 2024

Links: The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book,The. Read Full Article The post 183: Q&A with John DiJulius on Leadership appeared first on The DiJulius Group.

Leadership 52

Leadership Groups Employee Experience Customer Experience 52

Blake Morgan

NOVEMBER 5, 2024

David Edelman , senior lecturer at Harvard Business School and former Chief Marketing Officer of Aetna, offers insights from his new book, “Personalized: Customer Strategy in the Age of AI,” co-authored with Mark Abrahams. She is a customer experience futurist and author of three books on customer experience. 8CXLaws.com.

Strategy 59

Strategy Leadership Connections Brands 59

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

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Analyse your leadership regarding each team and employee journey, and ask yourself, “what is your role in their experience, participation, engagement and results?”

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295