ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. The impact it has on your PS and consulting, and on any client interaction, is considerable.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Experience Investigators by 360Connext

OCTOBER 20, 2014

This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! How customer focused organizations communicate has everything to do with BOTH sides of that coin. appeared first on Customer Experience Consulting.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

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

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Photo Credits: Birmingham News Room , wilhei55 via Creative Commons.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Image Credit: 401(K) 2012 via Creative Commons license.

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. More Posts - Website Follow Me: The post 3 Last-Minute Ways to Blast Off the New Business Year appeared first on Customer Experience Consulting. It’s all about you.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. It starts inside the business - communicate, communicate, communicate and educate, educate, educate. Read the full answers here below.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

FEBRUARY 13, 2018

In this episode, I talk to Josh about what customer experience leadership looks like in a large, multi-service organization like Samsung. Present the Customer Experience Story to Leadership. Similar to Christine, Josh found that the Care Academy was helpful in driving quicker decision-making and change among leadership.

Leadership 141

Leadership Customer Experience Customer Service Call Center 141

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

InMoment XI

MARCH 2, 2022

As viewed by many consulting organizations in their evaluations of this unfolding era of chronic talent shortages coupled with low unemployment rates, the conjoined, common themes of enterprise humanity and reframed purpose seem to be among the most attainable stakeholder prescriptives for dealing with the current employee landscape.

Culture 195

Culture Connections Company eBook 195

CX Accelerator

JUNE 8, 2020

Here’s a good format for these calls from ,, Sue Duris , Director of Marketing and Customer Experience at M4 Communications, Inc: “My #1 way to listen to the voice of customer (VOC) is by phoning a customer and chatting for 15 minutes. Make a phone call to see how they (customers) are doing. Listen to customer complaints.

Survey 345

Survey Social Media Contact Center Call Recording 345

PeopleMetrics

MAY 13, 2020

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever.

Employee Experience 116

Employee Experience Communication CEM e-support 116

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. Communication is essential to maintaining a healthy relationship with your end users, however some organizations might find themselves struggling to create or execute on a digital Customer Success strategy. For more information, visit [link].

Consulting 98

Consulting Customer Success Strategy Chief Customer Officer 98

Lumoa

MAY 5, 2022

Developing CX leadership requires collaboration and communication with customers, employees, and partners. Recognized research says that communication is the most important factor for high-performing teams. Improved customer experience starts with the customer’s perspective. It requires openness and security.

Strategy 259

Strategy Customer Experience How To Consulting 259

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. Well, nothing is impossible, and you can overcome leadership bias. First, let’s dig into the 5 most common types of leadership bias — how many are you guilty of? But more on that in a moment.

Leadership 110

Leadership Net Promoter Score Customer Journeys Infographics 110

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Much of what makes for exceptional experiences is simple, clear, and transparent communication. More Posts Follow Me: The post SaaS Customer Experience Starts in the C-Suite appeared first on Customer Experience Consulting.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

AWS Machine Learning

MARCH 18, 2025

Furthermore, the voice-enabled interface can enhance accessibility for patients with disabilities or those who prefer verbal communication, making sure that no one is left behind in the pursuit of better health outcomes. Use cases overview In this section, we discuss several possible use cases for this solution.

Healthcare 106

Healthcare Analysis Knowledge Base Report 106

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Experience Investigators by 360Connext

MARCH 28, 2018

Your customer communication is self-serving or nonexistent. Customers have reported leaving simply because you’re not communicating effectively with them. Your internal communications are cold and numbing. appeared first on Customer Experience Consulting. The post Bad Feedback Is the Best Feedback.

Feedback 259

Feedback Social Media Communication Customer Centricity 259

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX Success Strategy Statement extends your organizational and leadership goals to define specific outcomes for your CX program. Which communication channels do these personas prefer? You need some way to measure those metrics and communicate your results to organizational leaders.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Beyond Philosophy

NOVEMBER 27, 2017

In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity. Culture & Leadership. Many companies, if not most, focus on sales and performance in team meetings and company communications. Customer Strategy.

Company 160

Company Customer Centricity Leadership Consulting 160

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. is the answer to a chaotic world.

Leadership 98

Leadership Government Employee Experience Innovation 98

Experience Investigators by 360Connext

APRIL 24, 2017

Seriously, one day you’re reviewing communications because the CEO realized they actually go to customers. 217: Jill Schiefelbein, Dynamic Communication. Communication Prowess. Whatever information you gather has to be communicated in ways to make change. appeared first on Customer Experience Consulting.

Customer Experience 232

Customer Experience Sports Communication Consulting 232

CX Journey

JANUARY 9, 2018

I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. Leadership We Have a Crisis in Leadership Culture 7 Pillars of a Strong Culture Culture - The Soul of the Organization Mission, Vision, Guiding Principles, Values.

Strategy 0

Strategy Culture Employee Experience Leadership 0

Experience Investigators by 360Connext

NOVEMBER 26, 2019

” When customer-focused values are prioritized and communicated throughout your whole organization, you create an environment where everyone can succeed. But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity. Communicate in shareable ways.

Customer Focused 208

Customer Focused Customer Centricity Call Center Customers 208

InMoment XI

AUGUST 16, 2024

When digital tools are integrated into customer-facing processes, such as service delivery, communication channels, and support systems, businesses can offer faster, more personalized, and consistent interactions. Leadership Buy-In: Engage leadership to act as champions for the initiative. References Boston Consulting Group.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Communicate. Then over-communicate. The post How to Start Improving CX in the Real World appeared first on Customer Experience Consulting. Help your employees understand what it is to make a great customer experience at your organization, specifically for your customers and what they want from you. Guess what? You will be.

Net Promoter Score 547

Net Promoter Score How To Customer Centricity Metrics 547

CX Accelerator

MARCH 16, 2020

Becky Roemen , CX Consultant and CX Accelerator Board Member thinks so: “Is the word ‘agent’ the problem or is the problem how we treat those with the ‘agent’ title? When assessing job titles, consider what the title communicates about the employee. Context is critical.

Contact Center 228

Contact Center Communication Groups Customer Service 228

AWS Machine Learning

NOVEMBER 19, 2024

Challenges of knowledge management Email serves as a crucial communication tool for businesses, but traditional processing methods such as manual processing often fall short when handling the volume of incoming messages. These indexed documents provide a comprehensive knowledge base that the AI agents consult to inform their responses.

Knowledge Base 95

Knowledge Base Management Customer Satisfaction Policies 95

Bill Quiseng

MARCH 1, 2021

Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton. Market value: Communicate the benefits of your solutions to your consumers. . make a purchase). Michelli , Ph.D.,

Leadership 148

Leadership Hospitality Consulting Consumers 148

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Lumoa

FEBRUARY 7, 2023

We have lots of customer insights across different communications channels right across the organisation”, says Jim Brown, Customer Director at Shawbrook. CX ALL was established by Richard Jeffreys, bringing global leadership experience in Banking and Fintech to help companies answer this question. For more information: www.lumoa.me

Banking 195

Banking Feedback Management Culture 195

ijgolding

APRIL 9, 2020

With over +20 years of experience in customer engagement technology implementations and customer experience consulting, Eytan is driving the international CX practice of Prodware worldwide. Prodware Group. Prodware Group, founded in 1989, is a creator and integrator of industry and role-based solutions.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

ECXO

OCTOBER 5, 2023

Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge. Fine-tune your wisdom in collecting, clarifying, communicating, and championing insights. This is big-3-consulting value — super efficiently. See more information at ClearAction.com/execs.

ROI 156

ROI Video Government Leadership 156