ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Uniphore

DECEMBER 21, 2021

The momentum we’ve gained over the past several months (and years) has positioned us as the foremost leader and innovator in our industry. Grew the team, and leadership is now complete for our next phase. Received the 2021 Frost & Sullivan Global Technology Innovation Leadership Award in Conversational Automation.

Insurance 49

Insurance Innovation Leadership Government 49

BlueOcean

MARCH 3, 2025

The program will dictate how frequently the company and supplier meet for business reviews (I recommend quarterly; annually at the very least) and will set the stage for expectations and governance. Lets make sure our stakeholders and our senior leadership have a strong connection with this partner. Its a two-way street.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. It can be more important than innovation or market dominance. How does a shared purpose and values help you harness creativity, innovation, skill and commitment?

B2B 367

B2B Brands Innovation Government 367

AWS Machine Learning

OCTOBER 20, 2023

Customers of every size and industry are innovating on AWS by infusing machine learning (ML) into their products and services. However, implementing security, data privacy, and governance controls are still key challenges faced by customers when implementing ML workloads at scale.

Government 134

Government Self Service Policies Resources 134

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Governance in Customer Journey Mapping March, 2015.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Clarivate

DECEMBER 16, 2021

Research integrity is a key part of our mission at Clarivate to be a trusted, indispensable partner to innovators everywhere. Prior to Clarivate, she worked in editorial leadership roles at BMC and Nature Research. . The post Innovating to improve research integrity appeared first on Clarivate.

Innovation 105

Innovation Government Leadership Analysis 105

COPC

OCTOBER 8, 2024

But here’s the reality: none of that happens without reliable data governance. Proper oversight turns raw resources into a powerful asset, fueling innovation and success. However, the surge in AI adoption means governance frameworks must adapt to keep pace. This task is far more than a back-office function.

Government 89

Government Data Hospitality Healthcare 89

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. In order to provide IT support the various government branches, the state of Colorado decided to consolidate IT into one division. CX #CustExp Click To Tweet.

Government 111

Government Chief Customer Officer How To Roadmap 111

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 156

Culture Connections Contact Center Leadership 156

Experience Investigators by 360Connext

DECEMBER 10, 2024

Lets examine the foundation you need to prove the ROI of your CX investments and unlock a flywheel of innovation, helping you more quickly align your organization, identify areas for improvement, and gradually expand your resources to accomplish more than ever. Effective CX Management is about priorities.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. Customers want unique, special and innovative. There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. data security, gig economy, AI, machine learning).”

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

C3Centricity

JANUARY 25, 2025

As Laurie Buczek, Group Vice President, Executives Insights and Leadership Services at IDC said when launching their latest FutureScape report: Marketings future is represented by AI-fueled transformation. ( Source ) The disconnect? It’s not the technology that’s failing it’s how we’re using it.

Marketing 156

Marketing Strategy How To Analytics 156

ECXO

MAY 14, 2024

Adaptability and Innovation: H2H encourages businesses to view their operations from a more human-centric lens, leading to innovative solutions tailored to real human needs and desires. Diversity and Inclusion: Promoting diversity in hiring practices, leadership positions, and overall company culture.

B2C 156

B2C B2B Leadership Culture 156

ijgolding

MAY 6, 2020

It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey. governance. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. Budapest Bank had actually started its customer experience program at the end 2015. customer insight. measurement.

Banking 233

Banking Customer Experience Customer Centricity Culture 233

Lumoa

JUNE 23, 2021

To be more innovative, you need diversity of thought. New and innovative ideas One study showed that companies with more diverse management teams had 19% higher innovation revenues than those with below-average diversity scores. It’s becoming more and more important to develop and implement these initiatives in your CX team.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

AWS Machine Learning

NOVEMBER 19, 2024

Implement governance mechanisms to make sure AI-generated responses align with brand standards and regulatory requirements, preventing non-relevant communications. His expertise spans strategic oversight and hands-on technical leadership, where he reviews and guides the work of both internal and external customers.

Knowledge Base 109

Knowledge Base Management Customer Satisfaction Policies 109

AWS Machine Learning

FEBRUARY 20, 2025

When deployed at scale, this PAAS AI will enable Verisk staff to dedicate more time to complex issues, critical projects, and innovation, thereby enhancing the overall customer experience. Data governance With diverse users accessing the platform and differing data access permissions, data governance and isolation were critical.

Knowledge Base 116

Knowledge Base Insurance Guidelines Innovation 116

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Sarah Meyerdirk – VP and Director of CX at Promomash, and our 2 nd place CX Champion (in the category of Practitioner). Her nominator, Yual Selik tells us, “She doesn’t give up…never. It’s not in her vocabulary.”

Leadership 170

Leadership Consulting Video Government 170

CX Journey

JANUARY 3, 2018

Silos kill innovation. It's a leadership issue. Leadership and executive commitment : breaking down silos is a culture and a mindset shift, and of course, that means it comes from the top. This means they cause pain for your customers, too. And they wreak havoc on your CX strategy. And say good-bye to the omnichannel experience!

Customer Journeys 149

Customer Journeys Culture Government Leadership 149

AWS Machine Learning

JULY 10, 2024

From the outset, we have prioritized responsible AI innovation by embedding safety, fairness, robustness, security, and privacy into our development processes and educating our employees. We continue to find new ways to engage in and encourage information-sharing among companies and governments as the technology continues to evolve.

Government 136

Government Course Innovation Training 136

Experience Investigators by 360Connext

JANUARY 5, 2021

It’s easy to be tasked with responsibilities like balancing budgets and innovating around products and simply never interact with customers directly. Creating standards to ensure governance around what’s most important. Your customer experience governance culture does depend on your culture, priorities, and plans.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Vonage

OCTOBER 2, 2017

Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it. Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Here are the top CX tips we have learned along the way: 1. Paul's Hotel.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Maz Iqbal

NOVEMBER 11, 2014

Arguably some, perhaps even most, of the effort that the UK government has put into its digital services programme is about sucking less, reducing customer effort, and in the process decreasing costs. Perhaps my interest is in innovation rather than Customer Experience. Two, there is the data-technology path. What about you?

Travel 107

Travel Case Study Customer Experience Leadership 107

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. Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Here are the top CX tips we have learned along the way: 1.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

ECXO

OCTOBER 5, 2023

Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge. Fine-tune your wisdom in governance, engagement, maturity roadmap, and tying-in to corporate strategy. For more information, please email success@ClearAction.com with any questions or to request a conversation.

ROI 156

ROI Video Government Leadership 156

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. Governance of any endeavor is strongest when it’s integrated as your company’s way of life. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customer Journeys 62

InMoment XI

APRIL 3, 2023

However, it wasn’t until a couple of years ago that our leadership team asked me to lead the effort to rethink and revamp our CX program: Elevate. Every customer feedback data source should have a clearly defined purpose, owner, and governance (i.e., The case studies in the books made sense.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

ECXO

AUGUST 2, 2023

A creative at heart, Mike is always innovating ways to apply the power of stories to CX and those to strategy. The journey continues… with real innovation. His first professional CX experience was to guide the CX design for McDonald’s digital drive-thru concept in 1999 while eVisionary at IBM.

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156

CX Journey

JUNE 17, 2019

In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) There needs to be leadership from the top, but a grassroots groundswell is also required for the transformation effort not to stall.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. It serves over 50,000 monthly site visitors and 300 state and local governments. EMC Corporation.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

West Monroe

JULY 21, 2024

Our Take: Throw out the playbook on traditional corporate governance. Companies would never blindly uproot their regular operations without a new governance structure in place. Get some basic guidelines in place (it can’t be the Wild West) and then continue building an AI-enabled governance structure along the way.

Government 52

Government Technology Guidelines ROI 52

AWS Machine Learning

APRIL 22, 2024

Organizations are facing ever-increasing requirements for sustainability goals alongside environmental, social, and governance (ESG) practices. Share success stories internally and externally to inspire others and demonstrate your organization’s commitment to sustainability leadership. A Gartner, Inc.

Roadmap 140

Roadmap Competitive Advantage Innovation Self Service 140

InMoment XI

AUGUST 25, 2023

You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership. Maintaining momentum in a CX program requires ongoing governance, regular reassessments, and a willingness to adapt as the business landscape evolves.

How To 195

How To ROI Net Promoter Score Measurement 195

Oracle

FEBRUARY 22, 2021

In celebration of Black History Month, we’re highlighting some of the leading Black innovators shaping the technology world and taking us in bold new directions. Arlan Hamilton is creating innovative funding vehicles to help bring equality to venture capital. Dr. Aprille Ericsson, NASA. Jessica's story is not to be missed!

Technology 100

Technology Government Innovation Leadership 100

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48