Experience Investigators by 360Connext

JANUARY 5, 2015

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. ” CXI® means re-evaluating your leadership practices. More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

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

Gainsight

OCTOBER 15, 2024

We’ll explore how tools like Staircase AI are redefining the way we engage with our customers, providing real-time insights and enabling proactive strategies. 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.

Customer Success 52

Customer Success Conference Sports Roadmap 52

Horizon CX

SEPTEMBER 1, 2023

Then there are those organizations that get engaged with CX because a senior leader either read a book on CX or attended an industry conference where CX was presented in such a way that demonstrated how that business drove revenues and profits to higher levels through CX than if they hadn’t engaged.

Exercises 246

Exercises Customer Centricity NPS Culture 246

BlueOcean

JULY 20, 2023

In the olden days (pre-2020,) vendor meetings frequently involved calling into a conference line. Establish the Rules of Engagement: parameters around communication, expectation on timelines and what slippage/remediation might look like. Expect that everyone stays focused and engaged. Does it align with your own?

Contact Center 294

Contact Center Travel Culture Meeting 294

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. It is a three daylong conference, with each day focusing on the following topics: Day One: Service Innovation.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

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

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

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. The power users will be easy to identify from your weekly or monthly calls; they’re very engaged. Interested in attending an in-person RYG Leadership Hour?

Conference 98

Conference Customer Success Leadership Sales 98

Kristina Evey

MAY 15, 2018

Core Values MUST be exemplified at the leadership level. As with culture, leadership must model Core Values in their actions, behaviors, thoughts, and communications for them to be believed understood and embraced by staff. Pay particular attention to how they engage in this part of the interview.

Customer Experience 231

Customer Experience Culture Leadership Customers 231

Thematic

JANUARY 2, 2019

Removing barriers that prevent exceptional customer service will lead to a more engaged service center. Leadership must be committed to improving and should regularly attend training, seminars and conferences. The post Amazing customer experience begins with engaged leaders appeared first on Thematic.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

Customer Bliss

JUNE 14, 2019

Keep Employees Engaged and Informed. To keep the salespeople engaged, Chester and his team have instituted quarterly meetings for updates on the business, priorities, and strategies. 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

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Beyond Philosophy

NOVEMBER 24, 2014

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

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

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

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

Kerry Bodine

JANUARY 4, 2017

I’m often asked about customer experience conferences: What’s out there? Which conferences would I recommend? DMI Design Management Conference. DMI Design Leadership Conference. Center for Customer Engagement’s 2017 Summit on Customer Engagement. Where am I speaking ? February 4 – 8, 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

The DiJulius Group

APRIL 14, 2021

The post Want Stronger Employee Engagement? Engage Their Families appeared first on The DiJulius Group. However, when Dave Timmons was the SVP at Bank of America, he took it to another level. He says, “I asked one of my. Read Full Article.

Employee Engagement 116

Employee Engagement Engagement Banking Tips 116

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.

Engagement 110

Engagement Social Media Sales Loyalty 110

Customer Bliss

NOVEMBER 1, 2018

They uplift their drivers/employees by being authentic and engaged. Tactic 1: Be Authentically Engaged. 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.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

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.

Conference 59

Conference Technology Meeting Contact Center 59

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

Beyond Philosophy

NOVEMBER 4, 2014

In my post, “ Engaging the Subconscious Shopper ,” I mention a Nielson report that reports that milk drives consumers to the store 59% of the time. Engaging the Subconscious Shopper. Colin is an international author of four best-selling books and an engaging keynote speaker. Divide and conquer.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

C3Centricity

APRIL 2, 2018

As the handbook mentions: “Architecting a world-class Insights organization requires executive, cross-functional commitment/engagement” To do this, they mention the following six points: Vision & Pace. Seat-at-the-table and leadership. Functional talent blueprint. Ways of working with the Line. Self-determination.

Handbook 275

Handbook Marketing ROI Social Media 275

Centercode

APRIL 15, 2020

With 18 speakers and over 400 attendees, Delta ’20: the Virtual Customer Validation Conference made one thing clear: even in uncertain times such as these, the CV industry is enthusiastically pushing forward. Autodesk’s Chris Mitchell on the Best Engagement Tool You Never Knew You Had. 5 Tips for Better Tester Engagement.

Conference 69

Conference Tips Roadmap Culture 69

ClientSuccess

NOVEMBER 20, 2020

Think back to the last time you or your team attended a conference or expo in person. With most of the conferences in 2020 either cancelled or converted into virtual events, many industry leaders are looking forward to getting back to normal in 2021. Chief Customer Officers Conference – [link]. Mark Your Calendars Now! .

Conference 52

Conference Customer Success Chief Customer Officer Leadership 52

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

Michelli Experience

SEPTEMBER 15, 2016

I was reminded of the importance of mastery recently as I have been preparing to speak at a TEDx conference in Sarasota , Florida, on October 6 th. There are still a few tickets available – so if you are in the area, I’d love to see you there.). TEDx has stretched and enlivened me and my colleagues.

Engagement 100

Engagement Entertainment Conference Analysis 100

Gainsight

SEPTEMBER 28, 2020

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. We cannot wait to continue these and other conversations at our first ever conference for product professionals, Pulse for Product taking place October 14-16, 2020.

Conference 66

Conference Industry Metrics Effort Score 66

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

Experience Investigators by 360Connext

FEBRUARY 3, 2020

Have you ever experienced a “conference high?” According to a study by Happier : Only 30% of American employees feel engaged at work and those who aren’t engaged are more likely to miss work, negatively influence their co-workers, and drive customers away. Learning Makes You Happier — Science Shows it.

Training 197

Training Course How To Healthcare 197

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

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

eGain Blogs

OCTOBER 29, 2021

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. This year’s conference theme is Impacting the Future: Knowledge Sharing in the Age of New Technologies. The conference promises to discuss those questions. “Be This time, we are a diamond sponsor of the conference. Presenters.

Connections 93

Connections Conference Innovation Customer Engagement 93

One Millimeter Mindset

AUGUST 11, 2021

Have you ever felt marginalized, dismissed, or even excluded as a member of one professional culture trying to engage in a cross-functional team? First, this strategy catalyzes teams to take a more non-traditional, less habit-bound, direction for engagement. Then engage me to present a One Millimeter Mindset program!

Innovation 116

Innovation Culture Leadership Meeting 116

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

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