Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. Strativity is an LRW Group company. About LRW Group. About Strativity.

Groups 98

Groups Consulting Leadership Innovation 98

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.”

Culture 313

Culture Sports Employee Engagement Leadership 313

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Perception is reality.

Culture 83

Culture Leadership Exercises Groups 83

SurveySparrow

MAY 24, 2023

Leadership isn’t a title; it’s a circle of influence that spreads across an organization, nurturing its growth and sustainability. This comprehensive view is exactly what the Leadership Circle 360 brings to the table. What is Leadership Circle 360?

Leadership 52

Leadership Culture Feedback Tools 52

CSM Magazine

FEBRUARY 28, 2024

It’s been a long and fascinating journey of growth, innovation, and an unwavering commitment to putting people first. From day one, the goal was clear – solve problems for customers and agents by leveraging technology in innovative ways. About the Author Andy Roberts is CEO at Sabio Group. How did we get here?

Leadership 52

Leadership Innovation Groups Conference 52

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Group effort. Success breeds success.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. First, by focusing on innovation you and your team create outcomes which continuously meet client expectations.

Innovation 91

Innovation Management Leadership Meeting 91

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. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. He walked right past our tour group, said hi, then sat down at his cube. Be kind, treat your teams well, innovate, and work hard. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

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. Law of Diffusion of Innovation – Simon Sinek. I don’t like that feeling. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

Horizon CX

AUGUST 7, 2023

Diversity in general refers to the presence of a wide range of human differences within a group, organization, or society. It also includes a variety of other dimensions such as cultural background, certain beliefs, educational background, socioeconomic status, and more.

Culture 130

Culture Innovation Groups Communication 130

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. To be more innovative, you need diversity of thought.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

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

Customer Bliss

SEPTEMBER 5, 2019

This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C). Leadership was thinking about the museum’s role as a community organization and a repository for historical objects in history. Craig Langlois, #CCO @BerkshireMuseum #leadership Click To Tweet.

Culture 131

Culture Chief Customer Officer Leadership B2C 131

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture. As they work on creating a call center culture of excellence, managers often spend significant time on evaluation, but not enough on development.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. The balance between results and humanity. Gregg Ledermen.

Leadership 52

Leadership Culture Exercises Airlines 52

Experience Investigators by 360Connext

JUNE 11, 2015

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. They kill ideas and innovation.

Culture 110

Culture How To Leadership Social Media 110

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

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. He walked right past our tour group, said hi, then sat down at his cube. Be kind, treat your teams well, innovate, and work hard. Also, they published the Culture Book (pictured).

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Experience Investigators by 360Connext

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. This not only enhances skills but also fosters a culture that prioritizes customer experience. However, feedback alone cannot direct a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Vonage

SEPTEMBER 15, 2017

Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it. Ensure composition of the Steering Group and Working Group is truly cross functional. Here are the top CX tips we have learned along the way: 1. Paul’s Hotel.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

SurveySparrow

OCTOBER 7, 2023

It’s not just about ticking checkboxes; it’s about fostering a culture that thrives on diversity and champions equity. In a diverse workplace, employees may come from African, Asian, Hispanic, Middle Eastern, Indigenous, or other racial and ethnic groups. Well, it is not just an alternate reality anymore.

Policies 52

Policies Culture Leadership Innovation 52

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. We all see the […].

Customer Focused 110

Customer Focused Innovation Customer Journeys Customer Centricity 110

The DiJulius Group

AUGUST 20, 2020

In the most recent episode of The Customer Revolution Podcast, customer experience expert John DiJulius interviews the legendary Seth Godin – entrepreneur, author, speaker, leader, and visionary – and he shares these golden nuggets of insights about leadership. A leader is anyone who is creating and innovating. Read Full Article.

Leadership 52

Leadership Innovation Groups Customer Experience 52

Customer Bliss

JULY 11, 2017

She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. Don’t necessarily just pitch the role. Some were threatened.

Leadership 0

Leadership Customer Experience Report Innovation 0

BlueOcean

AUGUST 20, 2020

We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. Does the group include both tenured and newer employees?

Video 156

Video Customer Care Leadership Culture 156

ijgolding

JUNE 9, 2015

One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. A customer-centric organisation.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

C Space

JANUARY 19, 2021

Christopher Nurko, Global Chief Innovation Officer, has been named as a Global LGBTQ+ Role Model by INvolve. Christopher is recognized for the significant contribution he has made to the Diversity, Equity and Inclusion agenda across the Interbrand Group – including group clients and partners.

Innovation 52

Innovation Consulting Leadership Groups 52

ECXO

MAY 29, 2024

Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences. Fostering a Culture of Continuous Improvement: Lastly, cross-functional teams embody and promote a culture of continuous improvement.

Innovation 52

Innovation Culture e-support Feedback 52

Maz Iqbal

OCTOBER 30, 2014

Here were a group of intelligent people who were charged with charting the future of their organisation. And that future included the label of ‘a customer-centric organisation’ There was much talk about customer obsession, trust, customer experience innovation etc. Innovation is not simply a matter of process / methodology.

Innovation 69

Innovation Customer Centricity Leadership Culture 69

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. One-Company Leadership. About Robert. 15+ years working in the digital industry. Chief Content Officer. Chief Technical Officer.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

NobelBiz

NOVEMBER 16, 2021

To optimize innovation and creativity, you must be available to your team and provide the essential support for the emergence of new ideas, new ways of doing things, and new partnerships. How to develop Conscious Leadership? The development of emotional intelligence leads to conscious leadership.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

Clarivate

DECEMBER 3, 2021

Their achievements are invaluable to our contributions to innovation and customer success, as evidenced in the roles women researchers and scientists have played in addressing COVID-19 during the past two years. The amount of published data has been staggering, so collaborating with other groups at Clarivate has been vital.

Leadership 52

Leadership Study Trends Groups 52

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Jan Carlzon, founder and former CEO of SAS Group) Customer experience is a core value that should involve everyone in your organization, from the C-suite to the frontline.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

CSM Magazine

MAY 16, 2024

That’s why we invite winners from the awards to tell their stories at the UK National Contact Centre Conference; to share what they are doing that is innovative and successful, and frankly, allows others to learn. Culture is the foundation. An engaged, empowered frontline starts with getting the culture right.

Customer Service 52

Customer Service Banking Consulting Groups 52

One Millimeter Mindset

DECEMBER 8, 2020

A Faithful Group-Thinker. Consequently each meeting becomes a turf war rather than a collaborative and innovative exchange. Consequently, this team persona leaves little opportunity for collaboration and innovation. Why remain an order-taker when you can evolve into an innovator? Always Agreeable. Take these next steps.

Innovation 115

Innovation Leadership Meeting Groups 115

C Space

JULY 15, 2021

BOSTON, January 21, 2021 – Boston based, C Space CEO, Jessica DeVlieger has been announced in the Top 50 Best CEOs for Women, by workplace culture monitoring site Comparably. The C Space business has a strong focus on creating an inclusive culture for all. C Space is a part of the Interbrand Group. About C Space.

Culture 52

Culture Leadership Policies Analysis 52