BlueOcean

JULY 20, 2023

The buying team made in-person site visit to the shortlisted bidders’ locations to assess cultural compatibility and assess facility/location suitability. Let’s explore when and how it makes good business sense to connect with your prospective partners at each stage of the RFP process. In-person negotiations with successful bidder.

Contact Center 294

Contact Center Travel Culture Meeting 294

Daniel Group

NOVEMBER 30, 2022

– The Daniel Group 2022 Client Conference. Our annual conference theme, Dollars & Sense, suggests the two primary foci of our conference: 1.) Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program. Who was there?

Conference 98

Conference Groups NPS Net Promoter Score 98

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Aveus

NOVEMBER 25, 2019

A couple weeks ago at the Medecision Healthcare Liberation Conference, I attended the Chief Experience Officer roundtable where we had an excellent discussion around how payors are thinking about their digital experience. Three themes emerged that I continue to think about.

Omni-Channel 213

Omni-Channel Healthcare Multi-Channel Conference 213

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

Strativity

NOVEMBER 28, 2022

They didn’t have easy access to cross-cultural communication, trends, and the ability to engage with global brands. Companies must be prepared for pivoting competitors, unpredictable celebrity brand partners, new digital platforms, and cultural shifts. A future-proof approach to brand tracking.

Connections 98

Connections Brands Culture Consumers 98

Think Customers

JUNE 29, 2022

This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022 , which revealed that CX quality dropped for nearly 20% of brands, the highest proportion of brands to fall in one year since the survey began. Virtual employees go the distance to cultivate culture. Values are what we say we do.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Kayako

FEBRUARY 28, 2018

You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up. Make an effort to connect remote teams in person. A training program is just the start of your growth-driven culture.

Training 213

Training Culture Customer Service Training Customers 213

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. What are you looking to climb? The hill: increasing recurring revenue by a sizable percentage.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Customer Bliss

AUGUST 9, 2018

PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world. Drive culture change. A large conference room is set up once a quarter by stages of the customer lifecycle. New way to onboard employees.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Experience Investigators by 360Connext

AUGUST 3, 2021

All across the internet, at the conferences you attend, in articles not too dissimilar from this one… experts are more than happy to tell you what your customers like, what they don’t like, and what they want. Emphasize how their work is connected to the customer and is critical to the organization’s success.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Calabrio

OCTOBER 15, 2019

That’s why one of the great highlights of each year is the ONE Awards ceremony, which took place today at our annual customer conference, Calabrio Customer Connect. Calabrio enables Shopify to empower cultural nuances of its global workforce with added flexibility, such as varying vacation budgets based on location and season.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

Vonage

OCTOBER 24, 2016

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. To enjoy more customer service training and service culture articles, visit UpYourService.com. Attending Connect 2016? Here are 5 tips for making the most of our conference. Your Service.

Airlines 120

Airlines Customer Service Conference Culture 120

Customer Bliss

MARCH 14, 2017

” Diane also wanted to focus on building out a great employee culture, but believed that was out of scope with a “Head of Services” title. Similarly (longer-term), if employee turnover declines and renewals increase , then there was a sustainable connection there. This concept helped her get a buy-in on culture.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Measurement 219

NICE inContact

SEPTEMBER 30, 2019

But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. Myth #3: Company culture suffers with remote work programs. Reality: Remote work can foster a positive company culture. Other methods of communication to consider are video chat or conference calls.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Zonka Feedback

DECEMBER 2, 2021

This has made virtual meetings and video conferences a part of the lives of many. Online meetings with the ability to connect to any person throughout the globe have enormously contributed to the success of the remote working culture. Since the advent of the pandemic a couple of years ago, remote working has been on the rise.

How To 98

How To Conference Video Culture 98

Calabrio

JULY 25, 2019

We announced the second round of award winners at last year’s annual Calabrio Customer Conference (C3), and what an impressive, interesting group that was! 2018 “Integrator” Rackspace connected disparate ticketing systems via Calabrio ONE’s cloud platform, making any needed system adjustments easy to identify and implement.

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

CSM Magazine

FEBRUARY 20, 2025

Want to make your conference, corporate event, or workshop amazing? Speakers who really connect with the audience and offer practical advice for improving lives and businesses are the key. Track Record : Have they spoken at similar corporate events or conferences successfully?

Leadership 52

Leadership Customer Service Chief Customer Officer How To 52

Lumoa

AUGUST 23, 2021

What we’ve learned about CX during COVID-19 can be summarized as follows: The ability to build—and maintain—connection is even more of a hot commodity, so it’s more important than ever for your teams to be empathetic and transparent. People want to feel more connected. People are seeking a more balanced, healthy lifestyle.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Connecting the dots of customer experience. Thank you to Medallia for a wonderful conference! It’s all about your people. And it’s also about…your people. Using truly customer-focused metrics.

Case Study 152

Case Study Airlines Conference Wait Times 152

One Millimeter Mindset

AUGUST 11, 2021

As a result, value silos easily become their own domains, with their own cultures. Over time, pride of ownership within these domains creates a sense of professional exclusivity within these cultures. From the start, this strategy becomes an innovative way to shift the human dynamics within the most staid organizational cultures.

Innovation 116

Innovation Culture Leadership Meeting 116

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Cultural transformation is never easy. How will you ever really change your culture? It’s inspiring!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. Improving customer experience starts with a commitment to change the culture. Kevin Gibson, Humana #ngce. Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Chadwick Martin Bailey

MAY 12, 2020

We’re proud to say that our culture is stronger than ever and in the spirit of openness, we’re sharing creative ways to building and maintaining our bonds: “Very productive day for Nala” - Mike Helms, Research Manager. One secret to CMB’s strong and enduring culture? CMB’s culture continues to thrive even with the close of our offices.

Culture 59

Culture Social Media Conference Video 59

Optimove

DECEMBER 18, 2018

Another year (almost) behind us, another Optimove Connect in the relationship marketer’s books. While looking out at the Mediterranean Sea, conference guests mingled and conversed with thought leaders and field experts from dozens of top brands. The post Optimove Connect 2018: The Recap appeared first on Optimove.

Connections 53

Connections Conference CRM Consumers 53

TechSee

AUGUST 14, 2023

In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker. She works with business leaders to work out how to weave the customer into their already established cultures.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. It will also become a hot topic at CX conferences. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

CSM Magazine

AUGUST 21, 2020

With the ongoing process of globalization, international conferences have become a regular aspect of almost every business. That’s why, if you are at a business meeting, or want to organize a small conference, you want everyone to communicate smoothly. It’s impossible to hold a small conference without help from translation experts.

Conference 52

Conference Culture Meeting Communication 52

Totango

MAY 15, 2024

This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders. “AI may not replace me, but AI will definitely change the way I work.”

Interaction 110

Interaction Customer Success Conference Industry 110

Clarivate

SEPTEMBER 18, 2023

It will be delivered by Dr. Henry Small on September 28th at the International Conference on Science, Technology and Innovation Indicators (STI) in Leiden, Netherlands. Three decades before the invention of the world wide web, Dr. Garfield connected the immense body of scientific knowledge in a network.

Conference 119

Conference Analysis Policies Innovation 119

Integrity Solutions

NOVEMBER 12, 2019

Regardless of the changes on the horizon, organizations with sales leaders that can adapt to change and cultivate their sales culture through learning will be the ones able to keep pace and stay productive through any business cycle. Here’s a closer look at those themes and the related issues that were explored during the conference.

Culture 55

Culture Sales CRM Conference 55

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 57

Connections Conference Loyalty Survey 57

Kustomer

OCTOBER 22, 2020

Gordon Schleffer, VP of Customer Care at Magellan Healthcare , thinks that the companies who succeed in a remote environment have strong cultures, and keep their staff engaged. I can’t think of a reason why it would not be better to have a diverse team,” said Liz Keys, Product Manager at Stella Connect.

Conference 74

Conference Self Service Sports CRM 74

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. Colin is an accomplished keynote conference speaker who can inspire organizations to focus on their Customers. Jeff helps clients develop customer-focused cultures. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

DCX

JANUARY 19, 2025

Whether it’s leveraging AI to predict needs, fostering curiosity to uncover hidden insights, or putting people first to create meaningful connections, the key to success is being deliberate about how you show up for customers. The best part is connecting with awesome, like-minded people—just like you! But honestly?

Travel 52

Travel Customer Centricity Culture Brands 52