ReviewTrackers

MARCH 6, 2017

People are bringing technology-fueled expectations to their patient experience, and they are demanding innovation in the way care is delivered and managed. ” Customer Success Story: Nicklaus Children’s Hospital. Nicklaus Children’s Hospital is one of the leading pediatric hospitals in the nation.

Hospitality 85

Hospitality Customer Success Healthcare Automotive 85

Alida

AUGUST 27, 2018

Hospitals with “excellent” patient ratings see a net margin of 4.7%, on average, compared to just 1.8% for hospitals with “low” ratings. Challenge 1: Lack of leadership to drive patient centricity. The leadership team must create a mandate that patient experience should come first.”.

Hospitality 95

Hospitality Retail Leadership Study 95

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. It marks the dawn of an era where innovation transcends tradition, compelling the entire industry to follow suit or risk obsolescence.

Hospitality 195

Hospitality Call Center Retail NPS 195

BlueOcean

MARCH 30, 2018

Michael’s Hospital in Toronto, Ontario, we discussed how securing long-term partnerships with service suppliers like outsourced contact centers can impact your overall business objectives. Let’s make sure our stakeholders and our senior leadership have a strong connection with this partner. It’s a two-way street.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

Customer Bliss

OCTOBER 11, 2016

He creates innovative programs, products and partnerships that drive engagement, grow share of wallet and accelerate performance. Under Mark’s leadership, Hilton launched Hilton@PLAY– a call to action to get out, explore the world and…play! How did Mark move towards one-company leadership in such a huge organization?

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Blake Morgan

NOVEMBER 28, 2023

                                 How can the concept of “Unreasonable Hospitality” reshape the landscape of customer experience within the contact center? The interplay of hospitality and excellence, thriving amidst their inherent tension, defines his remarkable success.

Hospitality 59

Hospitality Contact Center Leadership Culture 59

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul's Hotel. Find out more and register now.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul’s Hotel. Find out more and register now.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Bill Quiseng

MARCH 1, 2021

Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton. Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way.

Leadership 148

Leadership Hospitality Consulting Consumers 148

BlueOcean

APRIL 18, 2017

Michael’s Hospital in Toronto, Ontario. Let’s make sure our stakeholders and our senior leadership have a strong connection with this partner. When these teams meet, is there a tendency towards innovation, talk of collaboration? Climbing higher still, they reach the level of real innovation. It’s a two-way street.

Contact Center 180

Contact Center Customer Journeys Hospitality Culture 180

ECXO

MAY 29, 2024

Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences. Increased Innovation: The collaborative energy of having all necessary stakeholders in one room can spark creativity and innovation.

Innovation 156

Innovation Culture e-support Feedback 156

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The maintenance engineer—inspired by your leadership—has now provided genuine service that anticipates the customer’s needs. email, chat, web).

Leadership 68

Leadership Customer Service Hospitality Hotels 68

Alida

OCTOBER 2, 2017

According to a study by First American Healthcare Finance and Health Forum, hospitals are increasing their IT budgets in the hopes of improving patient satisfaction. As president and CEO of Ed Bennett Consulting, he provides expert guidance to both hospitals and vendors to help them get the most out of digital technologies.

Self Service 100

Self Service Strategy Hospitality Social Media 100

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Adrian Swinscoe. Barry Dalton. Bill Quiseng. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

MARCH 15, 2018

People call the Hallmark card ‘innovative.’”-@rkbasler And for those of you waiting for a disclaimer… I received no payment for this interview, and my goal is simply to share an innovative approach to customer experience. ”-@rkbasler What does that have to do with #CX? Click To Tweet. I hope you enjoy!

Connections 160

Connections B2B Fashion Touchpoint 160

Kayako

MARCH 21, 2017

Innovation – a brand must continue to develop & innovate. You’re only going for the food but for the taste, the quality and their hospitality. They provide a constant reminder to keep on innovating and bravely apply changes to reach the next big KPI goal and boost customer retention. “Acknowledgment of feedback.

Interaction 211

Interaction How To Self Service Customers 211

COPC

OCTOBER 8, 2024

Proper oversight turns raw resources into a powerful asset, fueling innovation and success. AI simplifies the search process by quickly surfacing relevant resources to spur innovation and decision-making. Consider an extensive hospital network managing patient records across multiple facilities.

Government 89

Government Data Hospitality Healthcare 89

CX University

JANUARY 2, 2025

Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation. Creating an adaptive culture requires a shift toward collaboration that embraces diverse perspectives and innovative problem-solving.

Customer Journeys 52

Customer Journeys Customer Centricity Culture Innovation 52

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Adrian Swinscoe. Barry Dalton. Bill Quiseng. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. It’s an ongoing leadership commitment driven by effective leadership.

Customer Service 100

Customer Service Hotels Leadership Culture 100

SuiteCX

FEBRUARY 15, 2016

Thought Leadership “Leaders with above average employee engagement maturity…deliver better customer experience and also have better financial results than their counterparts.” Thought Leadership buy into it and apply it in their daily behavior. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

BirdEye

MARCH 6, 2025

They also help businesses make informed decisions, innovate, and maintain a strong competitive edge. Proof of innovation and brand leadership AI chatbots scream innovation, and companies using them are leading the charge. Deeper relations, higher lifetime value, and a brand reputation that shines.

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

Customer Guru

AUGUST 21, 2018

He is a leading contributor to Tourism, Hospitality and Service Industries alike. Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. Kristina Evey Follow @KristinaEvey.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region. Andrew Quake, CEO APAC John Paul.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

Thematic

JANUARY 16, 2025

Fueling Innovation Innovation doesn’t start with guesses—it starts with insights. Take MMGY , a travel and hospitality marketing agency working with a global cruise line. Modern innovations like data lakehouses take storage to the next level. Berkeley Haas Center for Equity, Gender, and Leadership.

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Customer Bliss

JULY 7, 2016

We want money going to the hospital. I call that One-Company Leadership. These very low-cost boards that were created, for example, were very powerful in showing the total St. Jude Donor experience to many for the first time. Jude is a non-profit, and as Martin notes, “our mission is to save children’s lives.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Blake Morgan

JANUARY 20, 2022

Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. Denise is a skilled speaker, author and brand leadership expert. Kate is known as the “People Skills Coach” and focuses on leadership, teamwork and employee engagement. Bill Quiseng .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Happy or Not

APRIL 1, 2025

A shopper in a retail store has different priorities than a traveler at an airport or a patient at a hospital. Healthcare: hospitals and clinics rely on customer feedback tools to assess wait times, doctor interactions, and overall patient satisfaction.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

SuiteCX

JANUARY 19, 2015

Senior management leadership involvement is imperaDve • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Bill Quiseng

MARCH 15, 2022

The foundation of a winning organization is leadership and culture. All of that leads to employee happiness and engagement; a more creative, innovative, and productive workforce that puts out quality work; and employee loyalty. Let’s move to drawing a very clear line from culture to business outcomes, starting with this graphic below.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

Avaya

AUGUST 31, 2016

As I watched the performances from some of today’s most gifted athletes, I couldn’t help but think about this blog series on business innovation and the need to push further. My point here is that the very best in the world don’t become so without continually innovating and pushing themselves. Think about it: U.S.

Innovation 47

Innovation Sports Hospitality Contact Center 47

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. What It Means by Forrester. Episode Frequency: Weekly Episode Length: 25-35 minutes. Gartner ThinkCast.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

Customer Bliss

MAY 22, 2018

Here are some of those dependent dimensions that exist inside the worlds most beloved or “Make Mom Proud” companies: They angst over deliberate leadership actions to give permission. Years of actions later, which built upon that commitment, they are rated the number two hospital in the United States by U.S. News & World Report.

Company 100

Company Insurance Banking Hospitality 100

AWS Machine Learning

JANUARY 13, 2023

In the second post , we present the use cases and dataset to show its effectiveness in analyzing real-world healthcare datasets, such as the eICU data , which comprises a multi-center critical care database collected from over 200 hospitals. One such effort is MELLODDY , an Innovative Medicines Initiative (IMI)-led consortium, powered by AWS.

Analytics 82

Analytics Data Healthcare Hospitality 82

Gainsight

APRIL 15, 2019

The hospital. By the way, in case you didn’t feel like clicking on last year’s recap blog, this was a picture of me from the time I was writing it—from the hospital: I won’t tempt the fates by speculating about my health around Pulse 2020. Human-First Leadership. That’s right! Operationalizing Outcomes.

Hospitality 81

Hospitality Leadership Customer Success NPS 81

AWS Machine Learning

JANUARY 13, 2023

This dataset comprises a multi-center critical care database collected from over 200 hospitals, which makes it ideal to test our FL experiments. They were admitted to one of 335 units at 208 hospitals located throughout the US between 2014–2015. This ensures the data of a hospital is hosted on its own server. HCLS use case.

Data 77

Data Analytics Hospitality Healthcare 77