InMoment XI

MARCH 29, 2022

The month of March is Women’s History Month, an opportunity for all of us to celebrate the contributions and lives of incredible women everywhere—past and present. 2: An International Women’s Day Message from Our Leadership. At InMoment, our favorite of our core values (human, bold, and invested) is human.

Culture 370

Culture Leadership Groups Resources 370

ECXO

FEBRUARY 14, 2022

We invite you kindly: Join our open-access community for executives, entrepreneurs, innovators, CX practitioners, decision-makers, experience designers, designers, creative professionals, and influencers: [link]. An open-access community: [link] #CX #CXtransformation #cxo @five9 @ThunderheadONE #experiencedesign #innovation.

Culture 296

Culture Case Study Employee Experience Innovation 296

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. Mark Smith Analyst, Ventana Research.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

C3Centricity

APRIL 17, 2018

your product or service without your employees being present. 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

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? Do You Collaborate or Dominate Team Meeetings?

Innovation 120

Innovation Leadership Consulting Tips 120

eglobalis

JULY 2, 2024

Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront. Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation.

NPS 468

NPS Net Promoter Score Feedback B2C 468

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

One Millimeter Mindset

AUGUST 24, 2022

Or are you doing the best possible job being purposefully present? I learned all about being purposefully present – which means not having any of the right questions or answers at all – from a 6-year old a few years ago. This focus can impede your being purposefully present in bringing out the best in others as well as yourselves.

Sports 100

Sports Leadership Innovation Consulting 100

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. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

AWS Machine Learning

DECEMBER 11, 2024

In this post, we illustrate how EBSCOlearning partnered with AWS Generative AI Innovation Center (GenAIIC) to use the power of generative AI in revolutionizing their learning assessment process. We explore the challenges faced in traditional question-answer (QA) generation and the innovative AI-driven solution developed to address them.

Guidelines 98

Guidelines Innovation System Consumers 98

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Data Visualization and Reporting These tools often provide intuitive dashboards and reports that present key performance indicators, sentiment trends, and other crucial metrics. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

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

ECXO

SEPTEMBER 6, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Limited Spaces Available!

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227

Russel Lolacher

MAY 4, 2021

” Now a lot of “leaders” will start thinking of innovators like Steve Jobs and his introduction of user friendly technology like the iPhone, or Walt Disney and his theme parks and animation studios, or Brene Brown for her ideas and research on vulnerability and bravery. The post What Will be Your Leadership Legacy?

Leadership 128

Leadership Sports Examples Connections 128

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. Samantha presented her findings to the CEO and executive team through a visual deck, in a way she knew her audience would be receptive to.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

C3Centricity

MAY 1, 2018

How to Innovate Successfully (What You’re Still Getting Wrong!). This post mentions the ten reasons innovation fails and then shares ideas on finding a solution to each of them. All innovation processes should start with a deep understanding of the potential customer segment and then insight development. #2 And never give up!

How To 220

How To Innovation Leadership Meeting 220

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. Our own imagination can sometimes be the biggest blocker for customer experience innovation. Dive into dashboard details.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

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. For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

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

ECXO

SEPTEMBER 15, 2022

The European Customer Experience Organization is an open-access CX Professional Network aiming to educate European and the rest of the world’s Corporate on CX, EX related topics, including customer understanding, perception, and real innovation plus some evolving topics. Become a member: [link]. Stay tuned! Read in the zoom connection.

Customer Experience 207

Customer Experience Leadership Feedback Survey 207

Experience Matters

NOVEMBER 20, 2014

As I mentioned in my post about Amazon’s relentless customer advocacy , I recently attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Here’s my take on some of what he presented: Focus on the Customer. One of the speakers was Ray Barton, Chairman of Great Clips.

Customer Connectedness 245

Customer Connectedness Brand Values Comparison Metrics 245

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Innovations and Forecasting. CX meetings require thinking about the past, present, and future of the customer experience program. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Storyminers

DECEMBER 3, 2020

The content programme will be available on all three days of the event and has been designed to reflect the key themes relevant to event professionals as our industry rebuilds and recovers post pandemic, including sessions focusing on leadership through change, technology and sustainability.

Tourism 204

Tourism e-support Hotels Meeting 204

InMoment XI

AUGUST 19, 2024

Key growth factors include customer retention and loyalty, revenue expansion, cost efficiency, brand differentiation, innovation, and sustainable long-term development. Measuring the success of CX initiatives and sharing insights with your team and leadership is vital to continually improving and achieving these results.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

AWS Machine Learning

NOVEMBER 14, 2024

This innovative service goes beyond traditional trip planning methods, offering real-time interaction through a chat-based interface and maintaining scalability, reliability, and data security through AWS native services. These features are presented in a web UI that was designed as a one-stop solution for our users.

Travel 112

Travel Hotels Tools Innovation 112

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. Rich Sheridan : CEO & Chief Storyteller of Menlo Innovations , and author of Joy, Inc.: They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch.

Leadership 200

Leadership Healthcare Feedback Culture 200

Experience Investigators by 360Connext

JUNE 8, 2021

To look for clues for the future, it’s vital to understand their present reality. Invite employee feedback for innovation. Visibility around these submissions also creates collaboration for future innovation and ideas. If you don’t, then collect whatever feedback you can from inputs like social media and product reviews.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

ECXO

AUGUST 2, 2023

Who is Shep Hyken: He is the Chief Amazement Officer at Shepard Presentations, one of the most important and respected experts in Customer Experience and Services worldwide, and among the best inspirational speaker around the globe. He spoke about From CX to Distinctive Experiences in a presentation and Q&A session.

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156

ECXO

SEPTEMBER 7, 2023

Join us at the European Customer Experience Organization event featuring a captivating presentation by Ilenia Vidili on “From Products to People: Pioneering a customer-centric Culture for business success!” Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Centricity 156

Customer Centricity Culture Leadership Innovation 156

Customer Bliss

NOVEMBER 29, 2018

In addition to understanding the customer’s POV, she also met with executive leadership to understand their individual perspectives and pain points. Taranto joined the Department in 1999 and has focused on leading innovations and improvements in systems and services for providers and customers.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

C3Centricity

APRIL 2, 2018

Seat-at-the-table and leadership. The report concludes that: “The biggest barriers to experimenting with innovation in CI are resources, both time and money. A lot of times there’ll be [a need for] an innovation project but it can’t find a home.”. Functional talent blueprint. Ways of working with the Line.

Handbook 275

Handbook Marketing ROI Social Media 275

Experience Investigators by 360Connext

OCTOBER 2, 2018

When you are asked about a design or an idea, ask the presenter what customers will think. You need diligence and persistence in this type of leadership. Lead by sharing feedback from customers any way you can, and reinforce the importance of that feedback in every meeting. Did we find out? The “Big Idea” CX Leader.

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

CX University

DECEMBER 16, 2024

Golden Rule 4: Build Safety Scaffolds for Innovative CX Thinking. Individuals who fear punishment for their actions, especially when they might be wrong, often remain silent and stick to familiar routines rather than taking the risks necessary for innovation and growth. These are new thresholds that must come from mindful leadership.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

Customer Bliss

MAY 23, 2018

When you can do this, you get an internal culture of excitement, innovation, and happy employees which result in happy customers. She paid attention to the teachings from her leadership teams so she could encourage teammates to work together better since they hadn’t really worked closely before.

Sports 197

Sports Customer Experience Travel B2C 197

ECXO

OCTOBER 5, 2023

You get a lifetime license to 6 self-paced modules with narrated presentation videos, quizzes, workbooks, templates, and examples. Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge. Fine-tune your wisdom in data quality, analysis, presentation, and use in business.

ROI 156

ROI Video Government Leadership 156