Thematic

AUGUST 21, 2023

This is the first time Thematic has made a submission to the awards, and to be shortlisted among a record number of entries this year is a testament to our incredible customers, and of course, the tech that drives our success. The case study we submitted to the awards outlined the work we do with Atlassian.

Case Study 62

Case Study Analysis Feedback Course 62

DCX

JULY 23, 2024

Get 30 day free trial I’m excited to share a new FREE course designed just for you. Last month, a CX Leader at another company confided in me, "I'm working 60-hour weeks, but I can't seem to move the needle on customer satisfaction." That's why I've created a free email course: "30 Days to Greater Influence." Run "What If?"

Innovation 52

Innovation Culture Touchpoint Policies 52

Customer Bliss

JUNE 4, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Chief Customer Officer 149

Chief Customer Officer Video Course Innovation 149

Gainsight

JANUARY 18, 2021

As Nick explained in a recent conversation with Lee Weiner , Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers. Early in 2020, Lee Weiner became the Chief Innovations Officer at Rapid 7, a leading global technology and security services company based in Boston, Massachusetts.

Innovation 52

Innovation Leadership Customer Centricity Sales 52

DCX

AUGUST 27, 2024

Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: Become a Customer Anthropologist Flip the Organizational Chart Embrace Productive Failure Cross-pollinate with Unlikely Partners Implement Micro-Experiments Ready? Let’s go! Reward the best 'failure story' that led to a breakthrough.

Strategy 59

Strategy Innovation Industry Hospitality 59

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 306

Customer Experience Customer Centricity Chief Customer Officer Culture 306

Andrew Mcfarland

SEPTEMBER 24, 2022

FutureLearn offers a range of courses on entrepreneurship and goal setting. FutureLearn’s courses have been certified by several prominent institutions and organizations. These are excellent ways to test the platform before committing to a paid course. The design of the courses makes them easy to navigate.

Course 48

Course Case Study Financial Innovation 48

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. Being agile.

Strategy 247

Strategy Customer Centricity Innovation Airlines 247

DCX

JULY 30, 2024

That's why I created "30 Days to Greater Influence" – a FREE email course for passionate CX leaders like us. You're an educator, not just a promoter: Create content that helps customers succeed, even if it doesn't directly promote your product. CX Leaders: CX Leaders: Challenge your Marketing team to become customer storytellers.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SaleMove

MARCH 12, 2021

Of course, new leaders often rise and replace the former frontrunners during times of change. Failure to innovate and keep pace with competitors has been the demise of many great businesses. In fact, today’s technology is only accelerating the innovation cycle, making complacency an even bigger threat.

Contact Center 97

Contact Center Self Service Customer Care Innovation 97

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn.

Customer Success 113

Customer Success Culture Survey Customer Journeys 113

Gainsight

MARCH 2, 2022

To be successful, your business needs to be completely customer-focused from the top down,” says Barnes. When our CEO, Steve Tzikakis, joined in 2020, he made huge investments in our customer success efforts. Dedicated CSMs + Innovative Tech = Growth. It was quite a task, but the payoff has been worth it.”.

Customer Success 98

Customer Success Effort Score Course Culture 98

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

And customers can lose trust in organizations that don’t have cultures that align with their values. When done well, a customer experience culture provides: An engaged, empowered workforce. An innovative, future-focused and adaptable work community focused on solving customer challenges.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. There were others, of course, but those were the “big three” off the bat. About Robert.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

ShepHyken

MARCH 11, 2019

My Comment: What if the word HELP was an acronym, where H meant Hear the customer out, E stood for Empathy, L meant Leading the customer to a resolution and P was about Providing the right course of action. Spark Customer Experience Innovation With These Three Strategies by Denise Lee Yohn.

Customer Service 101

Customer Service e-support Guidelines Social Media 101

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. Lisa is a customer-focused business leader using her experience across operations, marketing, communication, and business development to drive change.

Connections 190

Connections Company How To Chief Customer Officer 190

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Numerous participants enroll for general skill-building.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart? .”

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. ” But instead, in 2019, things changed.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

SaleMove

MARCH 12, 2021

Of course, new leaders often rise and replace the former frontrunners during times of change. Failure to innovate and keep pace with competitors has been the demise of many great businesses. In fact, today’s technology is only accelerating the innovation cycle, making complacency an even bigger threat.

Contact Center 52

Contact Center Self Service Customer Care Innovation 52

CX Journey

APRIL 5, 2017

Imitation is the death of innovation. When imitating, there's no need for innovation, right? Instead, competition drives innovation, and vice versa. And innovation drives success, simply because it allows you and your competitors to offer a variety of products to meet your customers' varying needs.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Magellan Solutions

DECEMBER 11, 2023

It is where the spark of innovation ignited. Frederick thought, “How about a BPO business focusing on the economy’s unsung heroes: small and medium-sized businesses (SMEs)?” Magellan Solutions continued to grow and changed course, turning its focus to outsourcing call center operations.

Leadership 52

Leadership Industry Call Center Culture 52

SurveySensum

JANUARY 11, 2024

Consequently, their ability to satisfy and delight customers also increases. It’s a clear example of how the right tools can transform the everyday workflow into a more efficient and customer-focused operation. Your customers. The Ripple Effect of Productivity But it’s not just about saving time.

e-support 52

e-support Culture Feedback Tools 52

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

COPC

APRIL 27, 2020

This effort has encompassed our entire suite of services — from Customer Experience Consulting through certifying organizations to the COPC family of Customer Experience Standards. We’ve also enhanced our slate of renowned CX training courses, adapting all of our In-Person courses to a Live Virtual format.

Contact Center 52

Contact Center Competitive Advantage Call Center Course 52

Experience Investigators by 360Connext

APRIL 17, 2017

Have you ever had to deal with a customer who was really angry? Of course there are exceptions to this rule, and some people are just plain nasty. But most of us don’t set out looking for conflict, and that includes your customers. This is most likely due to communication that is more brand-focused than customer-focused.

Policies 215

Policies Feedback Call Center Customers 215

ShepHyken

OCTOBER 12, 2020

That fact alone provides a valuable compass for innovating your customer experience during Covid-19, as well as reimagining what it could look like post pandemic. My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Loyalty Airlines Meeting 79

One Millimeter Mindset

OCTOBER 24, 2018

While we are ensconced on our couches, waiting for the next “something big” to happen, some of our best customers are staying their own courses. Sometimes the best customer-focused stories are the ones our organization never pays attention to. Creating their own stories without us. Or maybe even because of us.

Culture 71

Culture Course Leadership Engagement 71

Micah Solomon

OCTOBER 26, 2018

So an employee in Housekeeping, who is generally charged, of course, with making beds and cleaning up, is empowered to switch gears and assist a patient or a patient’s family in distress as need be—not, of course, by re-doing the surgery, but by getting them to someone who can help explain their treatment or answer their other concerns.

Customer Service 49

Customer Service Hospitality Consulting Customer Service Training 49

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart? ” @jeanniecw”].

Customer Experience 110

Customer Experience Customer Journeys Culture Leadership 110

West Monroe

JULY 10, 2018

I learned early in my career that listening to the customer leads to innovations. Those innovations ultimately make a big difference in the relationship between banks and customers. Customers tell me they are looking for easier banking processes. Understand your true cost-to-process customer work.

Banking 40

Banking Management Innovation Groups 40

Beyond Philosophy

APRIL 16, 2021

If you are running a project to improve the customer experience , you should know what motivates the senior people in your organization. Is it cost-savings, innovation, or something else entirely? Somebody that’s driven by ego might want to hear that they are a significant part of the team by improving the customer experience.

Company 148

Company Management Consulting Measurement 148

Daniel Group

SEPTEMBER 23, 2021

They are fantastic young people who have brought a lot of innovation and energy into the industry and into our company. And so, as a result of that, we said, “Well, if we’re going to be a customer focused organization,” which we had been for 80 years, “why would we stop?

Net Promoter Score 98

Net Promoter Score Social Media Feedback Groups 98

ShepHyken

AUGUST 28, 2017

The authors are academics and they have gone to great lengths to share important information related to the customer service industry. Taking the time to read this is like attending a high-level graduate course. Customer Service Hall of Fame and Customer Service Hall of Shame by Samuel Stebbins , Michael B.

Customer Service 80

Customer Service Contact Center Ecommerce Loyalty Programs 80

Customer Bliss

APRIL 7, 2016

Calkins makes a key point about companies pursuing growth here: It’s not enough just to look for opportunities and innovations and new ideas, you’ve got to find the ones that are going to turn into profitable opportunities and, ultimately, into cash flow and growth coming from those. Growth is really about the customer. Of course.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

ShepHyken

DECEMBER 26, 2016

The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. Oddly enough, some businesses still ignore the hidden costs of poor internal customer service. Follow on Twitter: @Hyken.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

BirdEye

OCTOBER 16, 2020

Here are a few stats that show customer experience is crucial in today’s environment. 65% of customers find a positive experience with a brand to be more influential than great advertising. 67% of customers say their standard for good experiences are higher than they’ve ever been. .

Strategy 98

Strategy Customer Experience eBook Tips 98