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

Bold360

FEBRUARY 26, 2020

Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders. There were a few key themes that surfaced again and again throughout the conference, during both formal presentations and informal conversations.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

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. We need to talk about you, the employee. PLAY AND SUBSCRIBE.

Leadership 52

Leadership How To Social Media Conference 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” ” Why? ” (silos!)

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. I’m going to shut up and introduce Nate Brown. Hello, sir. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

TechSee

AUGUST 14, 2023

In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker. Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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. He pledged to keep employment secure through the economic crisis; he also asked employees to help keep the company stable and profitable. The results are inspiring.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Qualtrics

SEPTEMBER 9, 2021

The combination of thought leadership, tools, policy information, training and education, policy influence, and networking has made SHRM one of the most impactful professional organizations in the world. million employees annually via their partnership with Workforce Science Associates (WSA). About Qualtrics.

Conference 26

Conference Employee Engagement Policies Leadership 26

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. Chester also shares that J&J has a designated social media site called Yammer , where employees can post updates and engage with each other.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Qualtrics

MAY 9, 2019

I am confident in this company’s senior leadership team. Look for trends in career progression, senior leadership communication, and managers. For instance, if 50% of your employees state that their managers don’t empower them to make decisions, you can set up a manager training program.

Employee Experience 40

Employee Experience Strategy Employee Engagement Leadership 40

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

ShepHyken

JANUARY 30, 2023

.” About: Josh Wheeler is the Strategic Director for Reuters Events Customer Service & Experience portfolio. He leads the end-to-end development and production of in-person conferences, virtual events, and thought leadership content for customer service & experience professionals across North America.

e-support 62

e-support Healthcare Conference ROI 62

Bold360

JANUARY 29, 2020

The Consumer Electronics Show (CES), which highlights what’s coming in the next wave of consumer electronics and technology and how it’s impacting customer experience (CX) trends happened in Las Vegas, and the National Retail Federation (NRF) show, which focuses on the future of retail, retail trends, and retail technology was in New York.

Conference 52

Conference Omni-Channel Retail Employee Engagement 52

Qualtrics

MAY 2, 2019

In November, Qualtrics’ Women’s Leadership Development (WLD), the employee resource group that helps drive gender parity, announced that the group was going to be involved in the SheTech Explorer Day this April. This session started with us asking the young women what leadership meant to them. Lead Like a Boss.

Leadership 40

Leadership Groups Industry Feedback 40

The DiJulius Group

JANUARY 20, 2021

4 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story Why Employees Want to Leave and How to Stop It Every year, improving employee morale, turnover, and employee experience is a major objective for many organization’s leadership teams. Read Full Article.

How To 104

How To Leadership Tips Employee Experience 104

Qualtrics

SEPTEMBER 16, 2020

At Qualtrics, we conducted a global study of 6,000 employees across eight industries to identify employee experience gaps and recommend actions that organizations can take to move past the “new normal” and create the “new better.”. Only 27% have said their employee experience has gotten better since the pandemic.

Employee Experience 26

Employee Experience Study Automotive Hospitality 26

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

inmoment

JUNE 28, 2019

The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space. If you were to look at customer experience from a bird’s eye view, you would see a mass of legacy approaches.

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

NOVEMBER 1, 2021

David is a regular on shows and HR conferences and was the Main Stage MC at Europe’s most popular show in the future of workplace technology, UNLEASH World in 2018. Greg has an impressive CV, as he’s a renowned speaker, leadership advisor, and recruitment expert who was on the list of LinkedIn ‘Top Voices’ in 2018. 11 Steve Boese.

Social Media 98

Social Media Tips Conference Leadership 98

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

Russel Lolacher

NOVEMBER 28, 2022

He’s a former member of the Leadership Council for Government Social Media and member of the board of directors for the Peninsula Conflict Resolution Centre. First question got asked it can’t get around it, which is what’s your best or worst employee experience? A frequent speaker and writer on engagement. .

Culture 98

Culture Connections Leadership Communication 98

ShepHyken

MARCH 18, 2019

My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. When I speak at conferences in front of an organization’s leadership, I’m almost always asked about how to build the customer-foc used culture. It’s most likely a function of the company’s culture.

Net Promoter Score 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

One Millimeter Mindset

APRIL 28, 2020

How do you create virtual employee experiences and client experiences? By involving as many senses as you are capable of during virtual meetings and conference calls, you become a more active participant. Which skills and mindset do you need to develop to level-up your cross-functional team leadership?

Meeting 89

Meeting Video Conference Communication 89

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

Thematic

MAY 5, 2024

Qualtrics X4 Summit is the most attended customer and employee experience event. To be honest, I regret not adding it to my “conference circuit” sooner. You can only take so much generic inspiration ("there is no "i' in “leadership”, "change is good" etc).

NPS 48

NPS Airlines Analysis Software 48

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. What is missing the mark for EX leadership and HR right now. WORKING FROM HOME.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Customer Bliss

MARCH 28, 2018

When I was first starting out, there weren’t as many books and conferences, but now we have more resources that I wish I had access to this earlier. Don’t Forget About the Employee Experience. Business to Business Customer Experience Leadership with Tabitha Dunn. CX #CustExp Click To Tweet.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Russel Lolacher

SEPTEMBER 27, 2022

Fun fact: he’s the oldest of five so he’s been doing the leadership thing for a while. As a new leader, where to look for examples of leadership. What triggers someone to understand the importance of modelling good leadership. When to start demonstrating your leadership. Connect with Reagan on his platforms: Linkedin.

Examples 52

Examples Leadership Training Conference 52

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Employee Experience 52

Employee Experience Leadership Consulting Trends 52

Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Call Experts

SEPTEMBER 18, 2019

The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. This additional learning helps the new agents grow into their role and build on the experience they gained during their initial orientation. Summer HR Conferences.

Training 40

Training Call Center Conference Contact Center 40

inmoment

APRIL 22, 2019

It is more important than ever for brands to deliver a great experience to ensure that they keep (and hopefully grow) their share of the market and keep guests coming back visit after visit—even though they have countless dining options. Want to learn more about what’s next for Food Service brands and their guest experience?

Guest Experience 40

Guest Experience Trends Engagement Conference 40

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

Call Experts

NOVEMBER 8, 2019

Leadership regularly invests in their HR departments and as the workload for this team increases, they need more support than ever to prioritize and tackle the projects that matter. . Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Summer HR Conferences. Free your Phone!

Company 45

Company Call Center Customer Journeys Conference 45

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. But also, with toxic workplace environments. Often, you move on: from toxic colleagues, workplaces and stories.

Leadership 70

Leadership Conference Innovation Culture 70

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. On the side of worst was probably the CEO who threw a chair across a conference room. Amber Naslund. Oh, my goodness, I have such a laundry list on both sides.

Culture 111

Culture Study Leadership Employee Experience 111