ECXO

MARCH 10, 2024

Discovering the Power of Losing and Making Mistakes in CX and EX: Unleashing Your Potential for Self-Development and Leadership! In the context of leadership and self-development, and more specifically in CX and EX, losing and making mistakes is not only unavoidable but also incredibly essential. Sounds odd?

Leadership 156

Leadership Innovation Culture Strategy 156

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Challenge: Without this alignment, employees may disengage, seeing transformation as irrelevant to their work, which can lead to a lack of innovation and customer-focused efforts.

Customer Experience 232

Customer Experience Leadership Innovation Roadmap 232

Blake Morgan

OCTOBER 15, 2024

Known for his innovative mindset, Henrik shared fresh insights on the role of AI in leadership and customer experience. One standout example of Henrik’s innovation is BarkAir, the world’s first airline for dogs, designed to create tailored travel experiences for pets and their owners. ” To learn more visit www.8CXLaws.com.

Leadership 72

Leadership Self Service Airlines Travel 72

2020 Research

OCTOBER 9, 2024

Under his leadership, the company transformed its product and service offerings and enhanced the customer experience. Thanks to Reed’s dedication, Sago is more agile and innovative. Contact: julie.terling@sago.com The post Sago Announces Leadership Transition: Schlesinger Resumes CEO Role appeared first on Sago.

Leadership 52

Leadership Innovation Groups Consulting 52

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments.

Customer Journeys 333

Customer Journeys Culture Leadership Effort Score 333

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. A customer-centric culture is where innovation and imagination around the customer experience live. And I agree. ” @jeanniecw”].

Leadership 283

Leadership Culture Customer Centricity Report 283

eglobalis

OCTOBER 14, 2024

Why Business Cases Alone Can’t Foster Innovation Business case studies are often used in CX education to teach professionals how companies solved specific challenges. Their programs emphasize leadership alignment, operational efficiency, and proactive CX strategies that integrate marketing, sales, and service.

Customer Experience 340

Customer Experience Customer Journeys Case Study Innovation 340

Blake Morgan

OCTOBER 29, 2024

The key to thriving in this environment lies in a few strategic moves: strong leadership, preventing agent burnout, and leveraging AI effectively. One of the most critical elements Michele highlights is leadership. By contrast, C-players in leadership roles can stagnate an organization, holding back innovation and progress.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

Blake Morgan

OCTOBER 15, 2024

Known for his innovative mindset, Henrik shared fresh insights on the role of AI in leadership and customer experience. One standout example of Henrik’s innovation is BarkAir, the world’s first airline for dogs, designed to create tailored travel experiences for pets and their owners. ” To learn more visit www.8CXLaws.com.

Leadership 52

Leadership Self Service Airlines Travel 52

Blake Morgan

SEPTEMBER 10, 2024

This approach allows the company to innovate while maintaining the trust and reliability it’s known for. Leadership plays a crucial role in fostering a growth mindset culture focused on client success. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” ” To learn more visit www.8CXLaws.com.

Leadership 59

Leadership Customer Experience Financial Culture 59

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. A customer-centric culture is where innovation and imagination around the customer experience live. And I agree. Transformation.

Leadership 227

Leadership Culture Customer Centricity Report 227

Alida

DECEMBER 10, 2020

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience. As part of this vision, our new brand, Alida , was unveiled to the world in September.

Innovation 246

Innovation Leadership Brands Customer Experience 246

Alida

SEPTEMBER 20, 2017

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” In fact, twice as many brand scores fell as rose.

Leadership 227

Leadership Insurance Airlines Hotels 227

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 364

Strategy Customer Experience Net Promoter Score Customer Centricity 364

Alida

JANUARY 11, 2024

Leadership recognizes your team for saving money, improving customer satisfaction, and helping to set the company’s direction. Imagine yourself at this time next year. Your insights program is humming along like a precision engine. New products are exceeding their targets after being shaped and named by studies you ran.

Innovation 130

Innovation Leadership Customer Satisfaction Study 130

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? 3 Ways to Avoid Professional Complacency in 2021.

Innovation 120

Innovation Leadership Consulting Tips 120

ECXO

OCTOBER 7, 2024

Innovation is your constant companion in this exhilarating journey. Empowerment lies at the core of your leadership. 2. Understand Customer Needs and Expectations: Deeply understanding your customers is the cornerstone of effective CX leadership.

Customer Experience 345

Customer Experience Customer Journeys Exercises Customer Centricity 345

Centercode

MARCH 29, 2024

Explore John's insights on leadership, a culture of innovation, and the role of beta in product success.

Innovation 72

Innovation Connections Leadership Culture 72

2020 Research

APRIL 28, 2023

Sago’s Commitment to Driving Product and Technology Innovation Takes Leap Forward with Leadership Appointments Iselin, NJ—April 26, 2023 – Sago (formerly Schlesinger Group), a leading provider of adaptive, tech-enabled research solutions and platforms, announced two key leadership appointments to further its digital transformation.

Leadership 52

Leadership Technology Innovation Connections 52

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

NOVEMBER 26, 2024

This approach requires an all-in commitment, from leadership buy-in to cross-functional collaboration. Monzo’s commitment to customer-led innovation sets it apart in a competitive landscape. A leading example of this approach is Monzo , a digital-first bank based in the UK.

Competitive Advantage 209

Competitive Advantage Consumers Banking Loyalty 209

2020 Research

JULY 12, 2023

Sago Appoints New Leaders Expanding its Commitment to Innovation and Improving the Human Experience in Research Iselin, NJ—July 11, 2023 Sago ( formerly Schlesinger Group ), a global research and data partner connecting human answers to business questions announced the appointment of two key leaders to its executive team.

Leadership 52

Leadership Sales Marketing Innovation 52

2020 Research

JULY 12, 2023

Sago Appoints New Leaders Expanding its Commitment to Innovation and Improving the Human Experience in Research Iselin, NJ—July 11, 2023 Sago ( formerly Schlesinger Group ), a global research and data partner connecting human answers to business questions announced the appointment of two key leaders to its executive team.

Leadership 52

Leadership Sales Marketing Innovation 52

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. There is incredible power in customer-focused leadership. He encourages his employees to meet and exceed customer expectations, which has led to innovative DTC showrooms, integrated technology, and impressive shipping and return policies.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

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 332

Customer Experience Policies Culture Innovation 332

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 371

Strategy Customer Experience Net Promoter Score Effort Score 371

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions. Five questions for moving one millimeter forward towards an innovative client retention strategy. Contact me here.

Customer Retention 126

Customer Retention Innovation Strategy Leadership 126

eglobalis

NOVEMBER 26, 2024

Leadership Gaps: A lack of buy-in from leadership prevents empathy from becoming a core organizational value. Educate and Empower Leaders: Train leadership teams to champion empathy as a business strategy, integrating it into decision-making processes. As mentioned in a previous article.

B2B 380

B2B B2C Culture Net Promoter Score 380

Brad Cleveland Blog

OCTOBER 8, 2024

The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation that occurred in the life of the Spitfire was dramatic: over 24 variants produced in … Continue reading → The post Powerful Lessons in Innovation appeared first on Brad Cleveland.

Innovation 45

Innovation Contact Center Culture Leadership 45

ECXO

JULY 23, 2024

The Heartbeat of a Customer-Centric Organization – Part 1 I’ve split this article on leadership into two parts because, you know, attention spans these days are pretty short! Companies are realizing the importance of leadership styles that focus on the customer. The idea of servant leadership was first introduced by Robert K.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

AWS Machine Learning

NOVEMBER 6, 2024

To maintain their competitive edge, organizations are constantly seeking ways to accelerate cloud adoption, streamline processes, and drive innovation. Readers will learn the key design decisions, benefits achieved, and lessons learned from Hearst’s innovative CCoE team. This post is co-written with Steven Craig from Hearst.

Government 96

Government Self Service Innovation Roadmap 96

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

PK

JUNE 1, 2021

The term “humility” is often misunderstood to be a lack of leadership, but what it really means being willing, and able, to change one’s mind when necessary. The post Innovation Interviews: On building a culture of humility appeared first on PK. This quality is […].

Culture 98

Culture Innovation Leadership 98

Experience Investigators by 360Connext

DECEMBER 17, 2014

Eye-popping innovation for top-notch service. He and his team help retail and service firm leadership teams improve their customer experiences with a unique combination of experience, service, and business design. Mike’s favorite assignments are ‘Store of the Future’ and ‘Sustainable CX Innovation Platforms’.

Innovation 275

Innovation Connections Consumers Sports 275

ijgolding

JULY 4, 2017

. ‘Did you know that Amazon have actually embedded 14 leadership principles into the way they work?’, For reasons unbeknown to me, the fact that Amazon have 14 leadership principles had completely passed me by. Leaders expect and require innovation and invention from their teams and always find ways to simplify.

Leadership 152

Leadership Customer Centricity Fashion Retail 152

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

Uplight

APRIL 24, 2023

Every quarter Uplight holds space for two events centered around planning and innovation. Big Room Planning is a multi-day event bringing engineers and engineering leadership, product managers, designers, and others together to align on goals, business objectives, and expectations.

Innovation 52

Innovation Leadership Management 52