Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. A customer-centric culture is where innovation and imagination around the customer experience live. And I agree. Transformation.

Leadership 227

Leadership Culture Customer Centricity Report 227

AWS Machine Learning

MARCH 18, 2025

As Amazon CEO Andy Jassy recently shared , One of the most exciting innovations weve introduced is SageMaker HyperPod. This innovation is widely adopted, with most SageMaker AI customers relying on HyperPod for their demanding training needs. These inefficiencies delay AI innovation and drive up costs.

Innovation 101

Innovation Training Resources Healthcare 101

Blake Morgan

OCTOBER 29, 2024

The key to thriving in this environment lies in a few strategic moves: strong leadership, preventing agent burnout, and leveraging AI effectively. Michele Crocker, a seasoned expert in digital customer experience and contact center consulting, knows this all too well. One of the most critical elements Michele highlights is leadership.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. The impact it has on your PS and consulting, and on any client interaction, is considerable.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Experience Investigators by 360Connext

OCTOBER 2, 2024

No matter how innovative or truly useful your product or service is, one thing will always separate successful companies from the rest: Customer experience (CX). For those who need CX support, there is a key resource available: Customer experience consultants. A few ways that CX consultants can help include: Goals. Measurement.

Consulting 143

Consulting Customer Experience Customer Journeys Leadership 143

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. They start trusting clients and customers more than their leadership. Blog Customer Experience Featured Innovation business growth improvement leadership linkedin'

How To 271

How To Leadership Social Media Consulting 271

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer. How do you identify the touchpoints that matter the most? 5 Customer Convenience Considerations (Before You Change Anything!).

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer. You cannot create, or sustain, customer loyalty behavior without committed employees.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

Experience Investigators by 360Connext

DECEMBER 5, 2014

The most exciting companies change the game by innovating around their customer experience. Our goal is to have a little fun, learn from the best innovators and business leaders out there, and provide inspiration to those of us doing our best to deliver great customer experiences every day. We’re all human!

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. More Posts - Website Follow Me: The post 5 Ways to Sabotage your Customer Experience appeared first on Customer Experience Consulting. Don’t worry about the big guys.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Justify customer loyalty through excellence – innovate audience interactions. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? 3 Ways to Avoid Professional Complacency in 2021.

Innovation 120

Innovation Leadership Consulting Tips 120

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They care enough to continually look for ways to improve and innovate for their customers. appeared first on Customer Experience Consulting. Blog Customer Experience Featured Innovation customer service leadership linkedin' They care enough to invest in outside evaluations. They care if your day was ruined.

Company 231

Company Hotels Social Media Innovation 231

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. More Posts - Website Follow Me: The post 5 Customer Experience Fails that Make Entrepreneurs Suffer appeared first on Customer Experience Consulting. Loyalty does not mean forever for customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Customer Bliss

APRIL 23, 2021

My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. What would life be like if operations were around customer experience and innovation ? Chief Customer Officer 2.0

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Experience Investigators by 360Connext

OCTOBER 20, 2014

This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! 3M allows time off to employees for personal interests to encourage innovation.). appeared first on Customer Experience Consulting. Understanding.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. The others were his senior staff , his trusted leadership team members. This led to stagnant thinking instead of innovation. Innovation only comes with risk. ” CXI® means re-evaluating your leadership practices.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

TechSee

MARCH 7, 2023

Dr. Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below. Read the First Part of the Interview.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

ijgolding

APRIL 9, 2020

A tool that integrates with your CRM in order to follow through on every single insight and align them to business metrics while validating the conclusions with real customer feedback – how is that for innovation? Chief Innovation & Business Solutions Officer at Prodware Group. Eytan Hattem. Prodware Group.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Lumoa

MAY 5, 2022

Developing CX leadership requires collaboration and communication with customers, employees, and partners. Innovation and development happen best through people who bring different skills and perspectives to the same room. Facilitate service design and innovation using a solid structure containing well-known and proven CX methods.

Strategy 259

Strategy Customer Experience How To Consulting 259

Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. Well, nothing is impossible, and you can overcome leadership bias. First, let’s dig into the 5 most common types of leadership bias — how many are you guilty of? But more on that in a moment.

Leadership 110

Leadership Net Promoter Score Customer Journeys Infographics 110

TechSee

NOVEMBER 10, 2020

For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. If the technician needs assistance, he can transmit videos and images of technical issues from the field while consulting with a remote expert, eliminating the need for a repeat visit.

Self Service 207

Self Service Customer Service How To Contact Center 207

ECXO

SEPTEMBER 15, 2022

The European Customer Experience Organization is an open-access CX Professional Network aiming to educate European and the rest of the world’s Corporate on CX, EX related topics, including customer understanding, perception, and real innovation plus some evolving topics. Become a member: [link]. Stay tuned! Read in the zoom connection.

Customer Experience 207

Customer Experience Leadership Feedback Survey 207

Lumoa

JANUARY 9, 2018

Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Much of the improvement has been driven by advancements in product innovation and digital technology. Customers want unique, special and innovative.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

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

ijgolding

SEPTEMBER 13, 2018

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. Keeping the leadership team updated about what’s ahead is difficult! This kept me thinking.

Roadmap 167

Roadmap Consulting Leadership Customer Experience Professionals 167

Experience Investigators by 360Connext

JUNE 1, 2017

They are the front line for your leadership. It’s not always about the sexy innovation. Stop talking about innovation, and just do it! Karen from Salesforce also talked about innovation, and how challenging today’s pace can be. They believe in co-innovating with customers.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Innovation can’t happen if you are drowning in bureaucracy , according to Jack Ma. Leadership is about integrity.

Leadership 110

Leadership Innovation Social Media Consulting 110

Storyminers

DECEMBER 3, 2020

Hoffmann-La Roche AG, Bain & Company, IBM, Michelin, Dell, Novartis International AG, Boston Consulting Group, Real Madrid C.F., Major corporations due to attend include: Jones Lang LaSalle, F. New for this year is a programme of bespoke content for those running experiential events in the Exceptional Experiences stream.

Tourism 204

Tourism e-support Hotels Meeting 204

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Becky Roemen – Senior CX Consultant at TTEC, and our 2 nd Place CX Influencer. Sarah Meyerdirk – VP and Director of CX at Promomash, and our 2 nd place CX Champion (in the category of Practitioner). We’ll toast to that!

Leadership 170

Leadership Consulting Video Government 170

Comm100

MARCH 8, 2017

Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. Chelsea Krost. ChelseaKrost. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Experience Investigators by 360Connext

OCTOBER 2, 2018

You need diligence and persistence in this type of leadership. appeared first on Customer Experience Consulting. It can be uncomfortable but also incredibly effective in changing a culture from the inside-out. If you are this kind of customer experience leader, then you need to get comfortable being repetitive and patient.

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225