Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Some do this as two teams – the CX team provides recommendations to the CX Executive Leadership team, who ultimately assigns resources and provides guidance. A Customer Experience Charter can answer that question.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Experience Investigators by 360Connext

APRIL 27, 2021

Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Every piece of customer communication is a chance to connect. Your customers will feel connected to your brand when Cheryl asks if there’s anything else she can do for them, not when “service@yourdomain” confirms order #IR-1496279-8.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Russel Lolacher

MAY 4, 2021

Sports games easily fall under this category with a focus on wins/losses and stats to show who’s better than whom. There are many who fall into positions of leadership that are ill-suited (think Michael from The Office) and they aren’t bettering the organizational health. The post What Will be Your Leadership Legacy?

Leadership 128

Leadership Sports Examples Connections 128

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. You might take some ideas from what they did: All leaders attended Situational Leadership II training. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Beyond Philosophy

JANUARY 25, 2024

Justin shared how sports can teach us a lot about how to improve your Customer Experience. Moreover, Justin could make a go of it as a sports commentator if he was so inclined. Plus, even if you’re not familiar with Australian rules football, the sports metaphors work well. Analogies are a great way of communicating.

Sports 78

Sports Customer Experience Customer Centricity Conference 78

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. Companies do marketing, sales and CRM – the customer does the experience! One main challenge for the next year is short termism.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Integrity Solutions

JUNE 18, 2021

We often associate “coach” with a sports analogy. The pandemic was a stark reminder about the importance of using coaching as an opportunity to connect deeper with your teams and be more human. Understanding Human Behavior Styles Can Improve Sales, Coaching and Leadership.

Sales 96

Sales Leadership Infographics Culture 96

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

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

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Two very different CX is a Team Sport analogies may be surprising to you.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Experience Investigators by 360Connext

APRIL 23, 2024

It’s up to CX leaders to clearly communicate about these connections for their organization. Identify and Measure Key Performance Indicators (KPIs) Understanding the connection between CX initiatives and KPIs is crucial. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Comm100

MARCH 8, 2017

By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter. She is an expert on customer-centric leadership, and an active tweeter. Chelsea Krost.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! CX leaders should help them by connecting the dots between investing in the experience and their business outcomes. Customer experience leaders need to stay very connected to these front-line superstars.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Calabrio

DECEMBER 10, 2020

It’s also an opportunity to focus on the customer experience and ‘people’ skills that help agents connect with customers and exceed expectations. Leadership Shifts from Taskmaster to Mentor. Supervisors today have an opportunity to create highly collaborative teams that share information and work together, much like a sports team.

Contact Center 130

Contact Center Self Service Competitive Advantage Leadership 130

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 Leadership 52

West Monroe

FEBRUARY 13, 2024

About the episode Explore the transformative power of AI and digital technology in the sports industry on our latest episode, which features Satisfi Labs CEO Don White. Fresh off the Super Bowl's digital showcase, dive into how these technologies are enhancing fan experiences by making sports more accessible and interactive than ever.

Sports 98

Sports Tourism Entertainment Technology 98

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. Downie is committed to the idea that leadership is key for having an excellent Customer Experience. Most of all, his leadership and emphasis on Customer Experience is the key to its success.

Leadership 154

Leadership CEM Sports Hotels 154

Customers That Stick

NOVEMBER 13, 2014

My years in contact center leadership have provided me a solid understanding of the call center environment. book, movie, sporting event, relationship, travel). To connect with Sean Hawkins further, visit him at his blog. Meet Sean Hawkins! They depended on me to do a job! Photo Credit: Courtesy of Sean Hawkins.

Customer Experience 137

Customer Experience Self Service Contact Center Sports 137

BlueOcean

DECEMBER 13, 2022

KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.” Of course, what that emotional connection looks like is highly dependent on your target audience, but there are some common factors that build the foundation of loyalty.

Loyalty Programs 177

Loyalty Programs Loyalty Rewards Programs Social Media 177

CX Accelerator

DECEMBER 5, 2017

When you invest the time and energy to allow agents to connect socially and forge meaningful relationships, you are paving the way for long-term loyalty. If you provide an environment where growth is a “team sport”, you are creating powerful bonds and breaking through the monotony. Why do you expect your team to show up?

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

ChurnZero

MARCH 10, 2022

The right community can help you: Connect and collaborate with fellow Customer Success professionals. To catch a diverse group of individuals, they’re delivering content through their online community platform, their podcast and their weekly leadership calls. Customer Success Leadership Network. Customer Success Network.

Customer Success 98

Customer Success Leadership Sports B2B 98

Totango

MAY 17, 2023

CS is a cross-functional sport The customer journey is iterative and continuously evolving, with more touchpoints happening in non-linear and circular motions than ever before. Executive Connection” will be the new CS superpower My second takeaway from TSIA ties right into the idea of CS as a cross-functional sport.

Sales 113

Sales Marketing Sports Customer Journeys 113

ijgolding

APRIL 29, 2015

One year ago I wrote a blog post about leadership. It was a delight to write with great clarity about how an organisation had achieved remarkable things through strong, committed, innovative, focused and inspirational leadership. The inspirational leadership team of Barry Hearn and Russell Slade.

Leadership 120

Leadership Financial Sports Strategy 120

Experience Investigators by 360Connext

JUNE 28, 2022

The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. If you can’t connect your CX work to business results, it’s time to consider why not, too. Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement.

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

AWS Machine Learning

NOVEMBER 14, 2024

Project conceptual walkthrough: Virtual trip planner LangChain is a framework for developing applications powered by LLMs that can be used to build applications that are context-aware through connecting an LLM to sources of context (prompt instructions, few shot examples, and other content to ground its response to the users).

Travel 111

Travel Hotels Tools Innovation 111

AWS Machine Learning

FEBRUARY 21, 2025

Communication between the two systems was established through Kerberized Apache Livy (HTTPS) connections over AWS PrivateLink. Model Development: Data exploration and model development are conducted using tools such as Jupyter or Orchestration, which communicate with the Spark server over Kerberized Livy connection.

Data 74

Data Company Effort Score Financial 74

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 Gamification: In 2024, we delivered AI-orchestrated gamification , a first to iGaming and Sports Betting operators. Its a big painheavy liftingand here, it was all together.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

Totango

JULY 23, 2021

What makes a sports team successful? This leadership role is responsible for establishing and cultivating relationships with top-tier clients, and understanding customer needs and how the company’s products or services can meet them. Excellent athletes who work together on both offense and defense to win the game.

Customer Success 127

Customer Success Chief Customer Officer How To Sports 127

Avaya

MAY 8, 2019

On any given day, contact center agents at C3i Solutions may field inquiries regarding sports drinks, tires, or pharmaceuticals, just to name a few. The post Winning Customer Engagement with Innovation appeared first on Avaya Connected Blog.

Innovation 74

Innovation Customer Engagement Engagement Contact Center 74

AWS Machine Learning

FEBRUARY 18, 2025

The assistant is connected to internal and external systems, with the capability to query various sources such as SQL databases, Amazon CloudWatch logs, and third-party tools to check the live system health status. """ - Health Checks: one explicit function per Health Check, to avoid potential LLM hallucinations or risky syntax errors. -

Knowledge Base 70

Knowledge Base System Analysis Metrics 70

DCX

JANUARY 19, 2025

Whether it’s leveraging AI to predict needs, fostering curiosity to uncover hidden insights, or putting people first to create meaningful connections, the key to success is being deliberate about how you show up for customers. Curiosity gets a whole lot better when it’s a team sport. What ties it all together? But honestly?

Travel 52

Travel Customer Centricity Culture Brands 52

ProProfs Chat

NOVEMBER 19, 2021

A poll is nothing but a mini-survey having one or two questions that help you connect with your audience for on-the-spot feedback. Do you feel connected to your teammates while working from home? How satisfied are you with the frequency of communication from leadership while working from home? Sports Poll Questions.

Engagement 98

Engagement Sports Net Promoter Score Effort Score 98

Michelli Experience

JANUARY 17, 2017

And the running app Nike+ Run Club challenges sports enthusiasts to measure themselves against others.”. From the perspective of “graphics/sound,” companies not involved in the gaming industry address these issues through visual and sensory elements that drive pleasure and positive emotional connections.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Pretium Solutions

FEBRUARY 7, 2012

The goal of any professional sports team is always to win the ultimate prize. Anyone knowledgeable about professional sports, however, knows that winning a championship requires the focused commitment and hard work of an entire organization made up of people who engage in the sport itself and others who labor tirelessly behind the scenes.

Customer Centricity 60

Customer Centricity Sports How To Leadership 60

Michel Falcon Experience

MARCH 10, 2019

I’ve come a long way in my leadership ability to manage a team. I now define my leadership style as being a benevolent and servant leader to the 150 employees we have today at my businesses in Toronto. For example, if your team member tells you their mother’s name or their favourite sports team, you can simply….

Tips 112

Tips Management Culture Employee Engagement 112

Lumoa

OCTOBER 31, 2018

However, research shows most customers still value an emotional connection with the people fronting the organization. All will take leadership deeply committed to customer experience as a significant marketplace differentiator.” @ChipRBell | blog “We will continue to struggle with the proper balance between technology and people.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

AWS Machine Learning

SEPTEMBER 23, 2024

By focusing on three key personas—clients, client advocates, and business leaders or senior leadership—Rocket aims to create a solution that enhances experiences across the board. Business leaders can look forward to leading more efficient teams, and senior leadership can anticipate improved client loyalty and a stronger bottom line.

Analytics 118

Analytics Self Service First Call Resolution Banking 118