eglobalis

APRIL 6, 2025

In today’s rapidly transforming global economy, B2B value creation is no longer a theoretical conceptit’s the competitive foundation on which industry leaders operate. It must transcend product features to incorporate dimensions like risk mitigation, long-term partnerships, innovation, and tailored support.

Contact Center 272

Contact Center B2B Competitive Advantage Self Service 272

Blake Morgan

MARCH 11, 2025

In this episode of The Modern Customer Podcast , I sit down with Bill Canady , CEO of OTC Industrial Technologies and Arrowhead Engineered Products , and author of From Panic to Profit , set to release on April 29th. Bill explains how listening to difficult customers can reveal blind spots, drive innovation, and improve service delivery.

Leadership 110

Leadership Chatbots Customer Experience Professionals Culture 110

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

MARCH 6, 2025

We salute their leadership, determination, and commitment to building a fairer, more united world. Our hope is that in the future, equality will be so deeply ingrained that women will naturally lead, innovate, and thrive in a world where opportunity knows no barriers. we see you, we honor you, and we thank you.

Leadership 191

Leadership Culture Innovation Social Media 191

ShepHyken

MARCH 24, 2025

What is the innovator’s dilemma? Embracing failure as a part of the innovation process can benefit businesses. Having a clear framework and language within a business can help your team know when innovative thinking is expected and when precision in execution is required. Everything starts with the will to be better.

Innovation 71

Innovation Customer Experience Leadership Customers 71

AWS Machine Learning

MARCH 18, 2025

As Amazon CEO Andy Jassy recently shared , One of the most exciting innovations weve introduced is SageMaker HyperPod. This innovation is widely adopted, with most SageMaker AI customers relying on HyperPod for their demanding training needs. These inefficiencies delay AI innovation and drive up costs.

Innovation 99

Innovation Training Resources Healthcare 99

InMoment XI

MAY 4, 2022

Leadership and Loyalty. Effective leadership. By no surprise, employees who trust and respect the leadership of an organization often feel more empowered and motivated to do their best, which reduces employee turnover and its costs. industries in 2013.). Change How You Account for Customer Service.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. Apexs gadgets were innovative, and people initially loved them. People just dont understand great innovation when they see it, he told his team. Maxs favorite mantra was, The product sells itself. Max dismissed these complaints.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. Practical Learning Opportunities: Look for internships, case studies, and industry collaborations that prepare you for real-world challenges.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

Uniphore

JANUARY 4, 2022

At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Be the first to learn about the latest innovations in automation, conversational AI and emotion intelligence. Learn from Industry Experts. And Uniphore Executives.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

ECXO

JULY 16, 2024

Boosted Creativity and Innovation: Creativity and innovative thinking are often born from a well-rested mind. In industries where innovation is the key to staying ahead, encouraging a culture of adequate sleep can lead to groundbreaking ideas and solutions.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

ECXO

DECEMBER 25, 2024

A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be. Heres why this is crucial for sustainable growth: Informed decision-making: Insights gathered from customers can drive innovation, identify opportunities, and uncover inefficiencies.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

CSM Magazine

APRIL 9, 2025

This year, BOC proudly won a Bronze Stevie Award, recognized in the esteemed “Thought Leadership in Customer Service” category at the Stevie Awards for Sales & Customer Service. Judi Knott, BOC’s President & CEO, said: We are incredibly proud to receive this award for thought leadership in customer service.

Leadership 52

Leadership Net Promoter Score Customer Service Healthcare 52

Experience Matters

OCTOBER 24, 2018

This new center––the Qualtrics XM Institute––brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM professionals.

Groups 277

Groups Leadership Innovation Training 277

BlueOcean

MARCH 3, 2025

If sourcing isnt an expert in the industry before they go to RFP, and the contract isnt clear as a result, there will definitely be issues that come up later. Its important to assess how they differentiate themselves from their peers and what their added value is in an otherwise commoditized industry. Its a two-way street.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Customer Bliss

FEBRUARY 18, 2022

If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once again). Move from Best in Industry to World Class.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Blake Morgan

JANUARY 7, 2025

As we kick off 2025, creativity and innovation have become essential tools for navigating rising customer expectations and constant change. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” 8CXLaws.com.

Innovation 52

Innovation Customer Experience Leadership Culture 52

Alida

JULY 11, 2018

Insight should be a springboard for better product design, better communication and better innovation. Daniel reiterated that insight should be a springboard for better product design, better communication and better innovation. For its efforts, CIBC’s research has taken home several industry awards.

Industry 141

Industry Brands Banking ROI 141

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

NOVEMBER 30, 2018

In his new role, Miller has senior responsibility for the company’s workforce strategy and driving innovative workforce solutions that support Blue Ocean’s growth. Blue Ocean supports clients across a wide range of industries including eComm, grocery/CPG, technology, insurance, and fintech. About Blue Ocean.

Management 227

Management Insurance Leadership Customer Care 227

Customer Bliss

OCTOBER 10, 2019

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. The ability to improve or innovate experiences starting with customer requirements is not an inherent skill in most organizations.

Customer Experience 253

Customer Experience Metrics Leadership Innovation 253

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. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

C3Centricity

AUGUST 12, 2019

One of the most frequent questions I get asked by my clients is how they can improve their innovation. . They then ask me if I can help them to improve their innovations and identify why this happened. Of course, I do help them, but I also suggest that next time it would be better if they called me before they started innovating!

Innovation 153

Innovation Healthcare Consumers Advertising 153

InMoment XI

NOVEMBER 30, 2023

Competitive Advantage By staying ahead of industry trends and monitoring competitor activities, reputation management software provides a competitive advantage. Respond to Customer Reviews Actively engage with customer reviews across platforms such as Yelp, Google Reviews, and industry-specific review sites.

Brands 284

Brands Management Multi-Channel Social Media 284

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. A growing industry full of fresh talent. We’re seeing many new hires from outside the industry.

Study 98

Study Leadership Customer Success Industry 98

ECXO

AUGUST 9, 2023

As Accenture explains on its Cloud Services page – businesses must focus beyond simply “getting there” to “getting value” and then “operating in the Cloud Continuum to unlock the next level of innovation’. Clients are also seeking allies for advice on consumer, business, industry and market dynamics. We live in tough times.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

C3Centricity

APRIL 17, 2018

However for many industries, customers are enjoying (or not!) Econsultancy recently asked what effective leadership in the digital age is. Several key leadership qualities were found, including being ruthlessly customer-centric, data-driven, innovative, collaborative and agile. Being Innovative. Being agile.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront.

NPS 453

NPS Feedback Net Promoter Score B2C 453

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. “We’re not like the others in our industry.” Culture Customer Engagement Customer Experience Featured employee engagement Entrepreneurship leadership linkedin'

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. An innovative mindset.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

CSM Magazine

FEBRUARY 20, 2025

Why Leadership and Customer Service Speakers Matter Leadership shapes the culture of an organization, while excellent customer service ensures customer satisfaction and retention. Equip leaders with strategies to foster collaboration and innovation. Are you looking to develop stronger leadership across various management levels?Having

Leadership 52

Leadership Customer Service Chief Customer Officer How To 52

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

InMoment XI

OCTOBER 7, 2024

Discover These and Other Innovative Product Features The features unveiled today offer a glimpse into the innovative products and features currently available, as well as those on InMoment’s extensive innovation roadmap. Localized Reviews: Set a fixed local search radius across your locations.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

TechSee

JANUARY 25, 2023

The field service industry is lucky to have several thought leaders who publish their expert views, speak at conferences, and share their philosophy with others in the field. Her goals are to drive innovation and transformation, resulting in end-to-end digitization, transparency, and business optimization.

Management 41

Management Automotive Leadership Effort Score 41

Customer Bliss

APRIL 23, 2021

My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Show what’s happening beyond your industry. Our own imagination can sometimes be the biggest blocker for customer experience innovation.

Communication 304

Communication Tips Customer Journeys Customer Experience 304