BlueOcean

JULY 20, 2023

In the olden days (pre-2020,) vendor meetings frequently involved calling into a conference line. You want to be able to see your vendor’s offices, meet their entire leadership team, chat with frontline agents and coaches, and get a sense of the team dynamic and overall company culture. Does it align with your own?

Contact Center 294

Contact Center Travel Culture Meeting 294

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

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

TechSee

JANUARY 25, 2023

The field service industry is lucky to have several thought leaders who publish their expert views, speak at conferences, and share their philosophy with others in the field. Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team. Prior to joining KONE, Jon was a manager for Accenture.

Management 41

Management Automotive Leadership Effort Score 41

Customer Bliss

NOVEMBER 1, 2018

Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls. In addition to understanding the experience of drivers, Mary developed a strong focus on talent and hiring for Lyft employees.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

APRIL 5, 2019

Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. Keeping up your culture of customer service is not easy.

Culture 112

Culture Effort Score Leadership Conference 112

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Customer focused measures are built into performance objectives and bonus schemes, whilst communication, employee engagement and learning & development activity keeps an army of Customer Experience ‘people’ busy.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

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. Blog Customer Experience Featured Opinion Recent News brand image Conference data innovation leadership speaking'

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

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. Kyle and her colleagues shared research showing that only 11% of contact center employees work on site, compared to 76% before COVID.

Conference 59

Conference Technology Meeting Contact Center 59

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Aimee Lucas. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. IBM uses authentic leadership and abides by a work-from-home pledge.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

Experience Investigators by 360Connext

MARCH 9, 2015

This community of CX pros from around the globe provides tons of resources, educational opportunities, conferences, and more. Whether or not your title says it, your leadership is needed! Blog Customer Experience Featured leadership learning linkedin resources' It’s a really great step forward in this evolving world.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Russel Lolacher

OCTOBER 8, 2019

not only as an interesting history of the birth and growing pains of such an amazing organization, but also as a resource on leading teams, managing change and engaging workforces. I’ve pulled some of my favourite tidbits and takeaways to give you some leadership inspiration. I’d recommend his book, Creativity Inc. ,

Leadership 60

Leadership Culture Conference Policies 60

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Confirmit

SEPTEMBER 10, 2018

I’ve reported back a little last week about the recent HCI Employee Engagement conference in Denver. King County believes that government has an unfair advantage in employee engagement ! Effective communications (strong linkage between high effectiveness and engagement!). Imagine that!

Employee Engagement 40

Employee Engagement Engagement Government Leadership 40

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Aimee Lucas. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

DECEMBER 6, 2018

It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. HR and EX conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. Date: March 5-8, 2019.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

Up Your Service

SEPTEMBER 6, 2018

We are happy to share with you a one tool from our proprietary Service Culture Development Checklist: The Leadership Engagement Checklist. Why is leadership engagement important? A strong and successful service culture demands the power of a senior leadership team that is fully engaged.

Leadership 53

Leadership Culture Engagement How To 53

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Add to it that leadership also wants to have an ROI. Implementation can have its challenges.

Culture 114

Culture Customer Service Leadership Airlines 114

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. It will also become a hot topic at CX conferences. Filed under: Customer experience.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Bold360

JANUARY 29, 2020

So with an eye on the future, the CXNext crew sat down with Jon Stine, Lead at the Open Voice Network, to discuss key insights from the conferences and also what to expect with voice AI, his specialty. Employee engagement is increasingly important, especially in stores. Here are our five big takeaways: 1. About CXNext Live.

Conference 52

Conference Omni-Channel Retail Employee Engagement 52

Russel Lolacher

APRIL 10, 2022

In this episode of Relationships at Work, host Russel Lolacher talks about how to get leadership to see your value – whether it’s executive or anyone with influence in your organization. We need to talk about how to get leadership to see your value. The conference was government social media. PLAY AND SUBSCRIBE.

Leadership 52

Leadership How To Social Media Conference 52

ChurnZero

MAY 20, 2022

The webinar’s Q&A session uncovered a ton of tips and insights, including how to increase domain expertise, gauge employee engagement, and strengthen leadership skills beyond certifications. A: You can demonstrate leadership as an individual contributor. You can volunteer informally to help leadership.

Customer Success 98

Customer Success How To Banking Leadership 98

SurveySensum

JULY 14, 2020

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. Aimee Lucas – Customer & Employee Experience Researcher, Advisor, Trainer, Speaker, CCXP. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Russel Lolacher

NOVEMBER 28, 2022

A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years. A frequent speaker and writer on engagement. . I mean, you’re talking stories, you’re talking about leadership. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

Experience Investigators by 360Connext

MAY 20, 2015

Their leadership team is made up of people who are working together and leaving egos at the door. Need a speaker for your corporate event or conference? Customers who are surprised by these small moments tend to share them with others, providing word-of-mouth marketing and advocacy. Keynotes, Coaching and Executive Workshops.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Experience Investigators by 360Connext

JUNE 29, 2015

Or maybe she works remotely and has a video conference with 4 people from all over the globe by 7 am. By the time he gets to work, he’s checked his email on his phone, heard the morning news about the situation in Eastern Europe that may impact your global goals, and realized he’s late for a meeting with HR about signing forms.

Customer Journeys 110

Customer Journeys Social Media Exercises B2B 110

Customer Guru

AUGUST 8, 2018

His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Harley is a world-renowned keynote speaker and has addressed major business conferences around the world. Don Peppers Follow @DonPeppers. Ian Golding Follow @ijgolding.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

GetFeedback

JANUARY 6, 2020

Some companies display posters of different personas to remind employees of who they are serving. . Think of other ways you can use personas as a tool for employee engagement and communications. In a fast-growing tech company driving for market share and “category leadership,” revenue is what matters most.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Confirmit. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Customer Enthusiast

OCTOBER 26, 2018

I’ve heard from many company executives across industries at conferences and in other, more intimate, settings and left disaffected by their hyperbole. It needs to be actuated: modeled by leadership, embedded in the hiring and onboarding processes, and integrated into its performance management system.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Kate Nasser

SEPTEMBER 18, 2016

Leadership Inspiration: With so much focus on metrics how can leaders keep themselves & others inspired? The post Leadership Inspiration: Leaders, How Do You Stay Inspired? Insight fr Kate Nasser, The People Skills Coach™. appeared first on KateNasser.com.

Leadership 0

Leadership Metrics Meeting Employee Engagement 0

Beyond Philosophy

MARCH 16, 2015

Blogs Customer Experience CEM CEO Conferences consumer behaviour Customer Analysis Customer Behaviour customer engagement Customer experience customer experience books customer experience management Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction Emotional Experience Emotional Signature (..)

CEM 60

CEM CRM Conference Employee Engagement 60