Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? Think is IBM’s flagship conference designed to deliver all the technical training, strategic expertise, and impactful lessons that a company needs to compete in today’s changing world.

Conference 66

Conference Leadership Culture Customer Centricity 66

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

One Millimeter Mindset

MAY 23, 2019

Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. I speak on how professional purpose is the key to professional innovation. Developing purpose-driven professional innovation starts by taking another solid look at those professional stories.

Leadership 70

Leadership Conference Innovation Culture 70

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How does this exceed the needs and expectations of customers? How visible is it to your employees?

Customer Centricity 54

Customer Centricity CEM Conference Policies 54

Gainsight

JUNE 9, 2021

Who knew that we’d be able to offer a hybrid-style conference with over 20,000 attendees? That means understanding the customer’s desired outcomes early in the customer journey. Focus on the culture and challenges of your team, build cross-functional partnerships early, and start with the ‘Why’. What was the impetus?”

Entertainment 98

Entertainment Customer Success ROI Trends 98

Kustomer

MAY 28, 2020

They’re looking at the implications their behavior has on not just the customer, but the employee, the community, the environment. They’re thinking about innovation as a core piece of their competitive strategy.” One of the elements of Blake’s philosophies is the psychological aspect of customer service.

Culture 52

Culture Customers Competitive Advantage Innovation 52

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? Even though brands will continue to drive product innovation, but the customer will sit at the head of the table.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. While Carine won’t be speaking at this year’s conference, you can expect to be inspired by an equally incredible lineup of speakers and thought leaders.

Leadership 40

Leadership Customer Success eBook Culture 40

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . Congratulations to our Customer Success Visionary Award winners: Best Customer Focus – SAP.

NPS 54

NPS Connections Customer Centricity Customer Success 54

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Aimee Lucas. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Aimee Lucas. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

DECEMBER 20, 2017

Does your organization have a strategy and plans in place for automation innovation? Verint’s Customer Advisory Board (CAB) met earlier this month and the agenda included a session on automation, artificial intelligence (AI) and robotics. So, what areas should you consider as your automation innovation strategy framework?

Strategy 25

Strategy Contact Center ROI Training 25

Beyond Philosophy

MARCH 19, 2015

‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

NOVEMBER 27, 2017

In today’s day and age, it’s important to make mention of the customer preference for mobile interactions with brands, and the unique set of guidelines for designing surveys that meet the requirements of mobile devices. Many CX professionals successfully and willingly operate in their positions because they are good with customers.

Survey 32

Survey Gamification Feedback Guidelines 32

CX Accelerator

SEPTEMBER 16, 2022

Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. Leaders claiming to be “customer focused” without ever telling customer stories or observing them themselves. It's easy (and normal) for doubt to creep in.

Study 208

Study Case Study Consulting Culture 208

ClientSuccess

NOVEMBER 22, 2022

Learn How to Align Your Customer Success and Marketing Teams. As marketers, you’re always looking for new and innovative ways to drive value and ROI for your brand. But what if we told you that understanding your customers was the key to success? So how can you ensure that your customer focus drives value for your brand?

Customer Success 69

Customer Success Strategy Marketing Social Media 69

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Confirmit’s commitment to fostering innovation is nothing new. This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

DECEMBER 23, 2015

In this omni-channel world, maintaining proactive and positive relationships with customers, throughout the life cycle, is a key component of the CCO’s role within the enterprise. CCOs, in other words, need to be able to align and innovate engagement and relationship strategies. Customer-Centric Culture Leadership and Liaison.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Gainsight

JUNE 10, 2021

As the world began to open back up, we were excited to see our Pulse Everywhere conference evolve into a hybrid event. As a result of the customer focus, SAP Concur was able to retain 97%+ of Digital customers while exceeding revenue growth objectives for the year. That is when they implemented Gainsight PX.

Software 52

Software Customer Success NPS Leadership 52

ShepHyken

SEPTEMBER 19, 2022

The ‘invisible’ Future of Customer Experiences by Elliot Maras. Kiosk Marketplace) With all of the innovation taking place in customer engagement tools, it’s hard for brands to know what to focus on: new apps, chat bots, virtual reality, avatars, the metaverse, artificial intelligence. Follow on Twitter: @Hyken.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

Clicktools

MAY 30, 2017

These speak to the financial impacts of customer retention, realities of re-purchase, and the ripple effect of loyal customers: Profound Financial Impact: As Esteban Kolsky presented at our C3 conference , it is six to seven times more expensive to attract a new customer than it is to retain an existing one.

Gamification 40

Gamification Customer Centricity Customer Retention Financial 40

Michel Falcon Experience

FEBRUARY 19, 2016

I envisioned that, one day, I would become a consultant to some of the biggest companies in the world and a reputable keynote speaker that would travel the world speaking at conferences. When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ClearAction

JANUARY 14, 2015

Trendy Customer Experience Management. In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. Adobe: Customer Experience Undercover Boss.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48