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. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Follow on LinkedIn John R.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ECXO

MARCH 20, 2024

Natalie Petouhoff Subscribe directly on Linkedin: [link] The European Customer Experience Organization (ECXO) is thrilled to announce our upcoming session on the Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr. Natalie Petouhoff , a Global AI + Empathy Adviser.

Case Study 156

Case Study Customer Centricity Leadership ROI 156

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. Thank you for that.

Leadership 98

Leadership Government Employee Experience Innovation 98

TechSee

MARCH 7, 2023

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

ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Your purpose should be the north star that guides your customers and employees experience. Be consistent.

B2B 367

B2B Brands Innovation Government 367

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. The Customer Show launched in 2022, and the premise behind the event is to bring together everyone playing an active—or even a passive—role in the customer journey. Different teams have different goals and incentives.

ROI 195

ROI Insurance Tips Healthcare 195

CX Journey

APRIL 5, 2017

Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! The topic of my session was The 7 Deadly Sins of Customer Experience. Thou shalt put employees more first.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

TechSee

JANUARY 25, 2023

In his current role as Vice President Automotive Services, he has oversight of ACGs Automotive Contact Centers, 30 Fleet Operations, 1,500 Independent Service Providers, 1,100 Approved Auto Repair Facilities, and 6 million annual road service events. He also serves on the Salesforce Field Service Community Advisory Board.

Management 41

Management Automotive Leadership Effort Score 41

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events. That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Customer Bliss

MAY 10, 2018

Facing challenges from the disruptive nature of the media industry, we talk about how she worked to break down internal silos, improve the digital aspect of the USA Today experience, and improve the employee experience as steps to put the customer at the center of their work. Going Digital and Putting Customers First.

Customer Experience 111

Customer Experience Leadership Loyalty Programs Loyalty 111

Customer Bliss

SEPTEMBER 25, 2020

As I was looking through some of the work that I had to create for different organizations, and also different events that I was still speaking at (now virtually), and you think about digital transformation for customer experience at large, like we had been over the years … it just didn’t seem to really resonate at this moment. .”

Sports 160

Sports Leadership System Innovation 160

ECXO

NOVEMBER 9, 2023

November 16 at 5:00 PM (CET) – 4:00 PM (GMT) – 9:00 AM (PDT) #cx #employeeexperience #designthinking #customerexperience #CXM Subscribe here on Linkedin: [link] Please help us welcome Karen, a luminary in leadership, organizational transformation, and Customer Experience (CX), as our esteemed guest lecturer and presenter.

Culture 156

Culture Connections Contact Center Leadership 156

CX University

DECEMBER 16, 2024

The company regularly assesses employee satisfaction through surveys and utilizes platforms like Chatter to promote open communication throughout the organization. This inclusive leadership approach helps cultivate trust and nurture a culture of openness within the company. There is no retribution.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

Customer Bliss

APRIL 11, 2018

Her foray into the world of event management allowed her to think more deeply about when the customer experience for people actually begins. While working with Calgary Stampede, an outdoor rodeo and festival in Canada, Jackie realized that an in-person experience doesn’t necessarily begin when the gates to an event opens.

Customer Experience 135

Customer Experience How To Healthcare Hospitality 135

Beyond Philosophy

OCTOBER 29, 2020

The difference between those that fail and those who lose weight is that people who lose weight have the goal of losing weight for a specific event, e.g., a wedding or class reunion. The special event is the burning platform, which creates a sense of urgency. However, some people succeed. Which leads me to…. Rule #5: Lead from the top.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Experience Investigators by 360Connext

JANUARY 5, 2021

Creating a culture focused on customers has to start and end with focusing on employees. A culture that aspires to be authentic for customers must live up to that in the employee experience, too. Employee journey mapping and other techniques can be used to really understand where, how, and when to reinforce the mission.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum.

Sports 150

Sports Leadership Customer Centricity Culture 150

NICE inContact

OCTOBER 10, 2018

Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. Employee Experience (EX) – How employees perceive their total interactions with an organization. Even easier to calculate is the impact of a diminishing customer experience on revenue.

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

PeopleMetrics

AUGUST 25, 2014

Because it’s emphasized at the leadership level, we embrace the culture of taking the client needs into consideration when all decisions are made. Ask him/her questions about the specific event that warranted the positive customer feedback. Customer Experience' It’s just how we do business.

Customer Centricity 124

Customer Centricity Tips Customers Feedback 124

Qualtrics

JULY 27, 2021

If leaders want to attract and re-attract top talent in today’s competitive labor market, they will need to respond to employees’ new expectations for a better work experience. More leadership opportunities for women. 62% of employees feel that their company is committed to placing women in leadership roles.

Leadership 55

Leadership Resources Course Employee Experience 55

Customer Bliss

NOVEMBER 8, 2018

For instance, if a customer is a consumer goods company focused on increasing sales for a major event like Black Friday or Cyber Monday, a Rigor rep should explain the services they could provide to keep the company’s website running at optimal speeds and efficiency to accommodate such a high-volume traffic time. . .”

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

SurveySparrow

DECEMBER 6, 2021

The event is spread across four days and executive assistants, managers, recruiters, and those who are interested in the field of HR are expected to attend this event. It is a virtual event that concentrates on automation and how these technologies will affect human jobs and the way tasks are done. Decoding Future HR 2021.

Conference 98

Conference Employee Engagement Leadership Trends 98

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 60

Employee Experience Culture Customer Journeys Employee Engagement 60

BlueOcean

DECEMBER 13, 2022

People are craving experiences or services through programs that actually make a difference. Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts.

Loyalty Programs 177

Loyalty Programs Loyalty Rewards Programs Social Media 177

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Stella Connect

NOVEMBER 16, 2021

It would be an understatement if I said that 2021 has been a challenging year when it comes to employees – remote work , returning to the office, finding jobs, changing jobs, finding employees, ghosting, turnover, wages, raises, the Great Resignation, and on and on. Let me start by defining employee experience.

Culture 100

Culture Employee Experience Study Customer Centricity 100

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. KEY TAKEAWAYS. Finding value-driven leaders.

Leadership 52

Leadership Culture Exercises Airlines 52

Oracle

AUGUST 8, 2018

The SmarterCX team recently attended an Oracle Women’s Leadership (OWL) panel featuring co-authors Paula Brown Stafford and Lisa T. What an event last night @OracleWomenLead featuring @RizkManagement , @Oracle Exec Bob Weiler & @HabergeonLLC ’s Paula Brown Stafford & Lisa T. Create Balance.

Employee Experience 97

Employee Experience Leadership Consulting Examples 97

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. I’m going to shut up and introduce Nate Brown. Hello, sir. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

InMoment XI

NOVEMBER 15, 2023

By leveraging customer experience analytics, not only can businesses stay ahead of the competition but also uncover valuable trends and patterns that can significantly impact their growth and market leadership. Improved Employee Productivity: Employee experience is closely tied to customer experience.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

SurveySparrow

OCTOBER 26, 2022

On a scale of 1-10, how would you rate your leadership skills? The post 170+ Poll Questions for Work Events appeared first on SurveySparrow. Have you ever pretended not to notice the printer paper/toner was empty? Have you ever worked with a family member? What time of the day are you most focused? What is your main goal for the year?

Travel 52

Travel Video Sports Groups 52

ijgolding

SEPTEMBER 25, 2018

As a result, the customer journey is actually delivered to me via a CHAIN of events. Every individual employee – whether they be employed directly by Emirates or one of their partners – is actually a LINK in the CHAIN that brings my entire experience to life.

Travel 247

Travel Hotels Customer Journeys Transportation 247

Doing CX Right

MARCH 28, 2021

Women in CX name their role models and leadership qualities to achieve career success. The post Women in CX Share Leadership Qualities To Achieve Career Success appeared first on Doing CX Right. Read what Stacy Sherman has to say in 360 magazine.

Leadership 52

Leadership Company Employee Experience Culture 52

Kristina Evey

JUNE 13, 2018

I stress that Leadership should ultimately have the most input on the desired culture definition. Staff will follow the example set by leadership, both good and bad. Possible Indications of Needing Culture Work… Employee turnover. Lackluster performance and attitude by employees. Low attendance at company events.

Customer Experience 120

Customer Experience Culture Leadership Customers 120