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

Experience Investigators by 360Connext

JANUARY 5, 2015

Then it tapered off, they felt less connected and important, and they drifted to my client’s competitors. It was a room of 12 people, with the founder sitting at the end of a big conference table. The others were his senior staff , his trusted leadership team members. And here’s why. I felt defeated.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

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? Why that hill? Strategy – what is the strategy to climb the hill?

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Gainsight

OCTOBER 15, 2024

Human-First Leadership in the Age of AI: Balancing Technology and Empathy Join Dominique Duquennoy, Head of Customer Success EMEA, SS&C Blue Prism for this incredible session. While technology is evolving rapidly and impacting our ways of working, it is more crucial than ever to maintain a Human-First approach in leadership.

Customer Success 52

Customer Success Conference Sports Roadmap 52

Calabrio

OCTOBER 20, 2020

Leadership guided employees into this new norm, and our customer support and development continued to serve our customers. Our annual customer conference, Calabrio Customer Connect , also received the virtual treatment. Meeting the Needs of Modern Business.

Company 207

Company Self Service Government Contact Center 207

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. Connect with, and learn more about, Chris on his platforms: . PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Connections Leadership Communication 98

Connective DX

JANUARY 31, 2020

January 31, 2020 – Boston, MA – Connective DX , a PK Company , and Sitecore Certified Platinum Partner, is excited to announce that two of its team members, Madhu Anbalagan and Jeff Cram, have been named Sitecore Most Valuable Professionals for 2020. Madhu has served as a Senior Software Engineer at Connective DX since 2018.

Connections 80

Connections Conference Healthcare Groups 80

Customer Bliss

JUNE 14, 2019

There’s also an opportunity to answer questions which can be asked anonymously, which helps leadership stay on the pulse of what’s going on and what people are worried about. He also updates employees through his blog, Chester’s Chatter which he and the leadership team contribute to each month. Rethink Training and Hiring Practices.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. That’s either for support or brand research. […] 88% of people we surveyed felt better about brands that offer a shared space for customers to connect.

Conference 98

Conference Customer Success Leadership Sales 98

Integrity Solutions

DECEMBER 21, 2022

Effective leadership development focuses on the mindset, key skills and competencies they need for their particular role. Effective leadership development is like following a tried and true recipe; the core ingredients have to be there and they have to be high-quality. The Secret Sauce of Effective Leadership Development.

Leadership 82

Leadership Culture Competitive Advantage Employee Engagement 82

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. Now: Schedule online meetings. Haircuts: Before: A hairdresser cut my hair. Now: My wife cuts my hair!

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

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

Customer Bliss

NOVEMBER 1, 2018

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. A delightful CX meant that they were to develop a value system around uplifting other people.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

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

C3Centricity

MAY 1, 2018

5 Not living up to your promises: In today’s connected world, false or exaggerated promises are quickly identified and shared on social media. This post summarises my easily applied learnings that will make your leadership style more efficient and effective, no matter the industry in which you work. Team #Leadership Click To Tweet.

How To 220

How To Innovation Leadership Meeting 220

BlueOcean

JULY 20, 2023

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 the olden days (pre-2020,) vendor meetings frequently involved calling into a conference line. The Kick-Off: Vendor Meeting Best Format: Virtual. Does it align with your own?

Contact Center 294

Contact Center Travel Culture Meeting 294

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. If you are attending be sure to stop by the ChurnZero booth (#810) to say hi! .

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Think Customers

JUNE 24, 2024

This year, I got a similar feeling at the recent Customer Contact Week conference, the popular annual gathering of contact center players in Las Vegas hosted by Customer Management Practice. As a result, engaging and retraining associates is a top leadership priority. Even if people don’t say it, they yearn for connection.”

Conference 59

Conference Technology Meeting Contact Center 59

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. Leadership is starting to catch up, but their understanding of CX varies greatly! Giving us the straight truth. #CX

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. It’s critical to think like a human and understand the human connection as part of the customer experience! Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Beyond Philosophy

NOVEMBER 4, 2014

Smell is one of the fastest senses to process, and it is connected directly to the part of the brain that processes emotion. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. How it smells affects how it sells. It’s no accident that they put the flowers right at the front of the store.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Experience Investigators by 360Connext

AUGUST 23, 2018

“Fully connected” customers are 52% more valuable than those who are “highly satisfied,” according to Harvard Business Review research. Part conference and part expo, Customer Contact Week (CCW) is the largest customer contact event series in the world! Want to learn a TON more about Customer Empathy?

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

Thematic

FEBRUARY 11, 2024

I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year , I’d like to share my experiences and learnings. The long corridors at the Wynn, Medallia's conference venue There were more people than I expected. First, it’s hard not to compare two events.

Conference 62

Conference NPS Hotels Self Service 62

CloudCherry

NOVEMBER 11, 2019

She encourages her staff to not only provide great service and experiences for their members, but more importantly, to make personal connections with them.”. Those personal connections are what another of our judges, Annette Franz, was particularly impressed with. So, what did Janet have to say about her own contribution? “In

Conference 150

Conference Connections Customer Experience Leadership 150

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. Anderson made an important announcement to employees, which forged that connective tissue. The results are inspiring. In 2008, Detroit, DTE Energy CEO Gerard M.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Experience Investigators by 360Connext

MARCH 16, 2015

Jeannie Walters is a TEDx speaker with more than 16 years of experience leading discussion and delivering keynotes as well as leadership and motivational addresses for conferences and corporate events around the world. Need a customer-focused speaker for your next event? Get in touch to book Jeannie today! . Your Name *.

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

The DiJulius Group

JANUARY 6, 2021

The post How to Create an Emotional Connection in a Digital World / The Most Remarkable Customer Service Story I have ever Heard appeared first on The DiJulius Group. Now is the time to make your organization’s customer experience your single biggest competitive advantage. You and your company are either an expense that. Read Full Article.

Connections 119

Connections Competitive Advantage Customer Service How To 119

One Millimeter Mindset

AUGUST 11, 2021

That is professional innovation and cross-functional leadership in the making. I recently spoke at a SHRM conference, delivering my Purpose-Driven Storytelling Pokes Holes in Organizational Value Silos presentation. You can choose to connect your professional story across organizational value silos. One millimeter at a time.

Innovation 116

Innovation Culture Leadership Meeting 116

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. Starting earlier in their careers will build tactical business and leadership skills more quickly.

Interaction 110

Interaction Customer Success Conference Industry 110

Optimove

FEBRUARY 23, 2025

And in 2024, heres just a glimpse of what I heard: You have to go to the data people to get the data, and then you have to connect it to marketing. Optimove 2024 Recognitions In 2024, Optimove achieved significant milestones that reflect our commitment to innovation, excellence, and leadership in CRM Marketing.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

Customer Bliss

MARCH 14, 2017

Similarly (longer-term), if employee turnover declines and renewals increase , then there was a sustainable connection there. That drives her funding resource “asks” of the rest of the leadership team. ” This role is new: No books, conferences, podcasts, trade shows, etc. Examples Of The Above.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Measurement 219

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. Now: Schedule online meetings. Haircuts: Before: A hairdresser cut my hair. Now: My wife cuts my hair!

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Calabrio

OCTOBER 20, 2020

Leadership guided employees into this new norm, and our customer support and development continued to serve our customers. Our annual customer conference, Calabrio Customer Connect , also received the virtual treatment. Meeting the Needs of Modern Business.

Company 130

Company Self Service Government Contact Center 130

DCX

DECEMBER 22, 2024

It’s about shaking things up, asking better questions, and connecting with people in ways that actually make their lives easier (and maybe even a little more delightful). Bain highlights how AI-driven targeting leaves old-school demographics in the dust, letting brands connect with customers on a much deeper level.

Retail 52

Retail Self Service Tips Customer Centricity 52

Kustomer

NOVEMBER 30, 2021

This November we held our annual conference Kustomer NOW 2021. The Connectivity Award for Best Use of Integrations. Our second award is The Connectivity Award for Best Use of Integrations. This client has connected all of their tools, processes and data, linking every element of their support operations to transform their CX.

Competitive Advantage 93

Competitive Advantage Leadership Hotels Retail 93

ShepHyken

MARCH 12, 2021

With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage. Accelerating connectivity through technology. It has a lot to do in the B2B landscape as well as it connects business with customers in the era of social distancing.

Strategy 152

Strategy Self Service Customer Journeys B2B 152