ijgolding

SEPTEMBER 13, 2018

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. Keeping the leadership team updated about what’s ahead is difficult! This kept me thinking.

Roadmap 167

Roadmap Consulting Leadership Customer Experience Professionals 167

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. The Impact of Thought Leadership and Expertise in Reputation Management Thought leadership plays a pivotal role in shaping how your brand is perceived. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

Retently

MARCH 11, 2025

Monthly presentations for leadership , highlighting CX-driven improvements and business impact. This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy. Whats included in a CX roadmap? But thats easier said than done.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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. CX #Leadership Click To Tweet. It’s easier to get the work done when you have a team that trusts you and believes in the work you’re doing. #CX

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Calabrio

JANUARY 2, 2020

From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address. Seamless and consistent communications. We’ve made it easy to communicate with us. Join us on LinkedIn , Twitter and Facebook.

Brands 221

Brands Social Media Roadmap Contact Center 221

Calabrio

MARCH 22, 2025

Supervisors also provide a connection between organizational leadership and frontline agents, ensuring that high-level goals translate into action. Innovate with true cloud-based solutions Leverage cloud-based technologies for scalability, flexibility, and cost-effectiveness, enabling seamless integration and remote access.

Contact Center 130

Contact Center Management Strategy Call Center 130

AWS Machine Learning

JUNE 24, 2022

As enterprise businesses embrace machine learning (ML) across their organizations, manual workflows for building, training, and deploying ML models tend to become bottlenecks to innovation. With the MLOps maturity model, we can define a clear architecture design and delivery roadmap. Personas, operations, and technology summary.

Roadmap 105

Roadmap Training Data Government 105

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. An innovative, future-focused and adaptable work community focused on solving customer challenges. Incorporate customer feedback data and quotes into project plans and product roadmaps. How Does Your Organization Score?

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

InMoment XI

JUNE 5, 2024

This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. Innovation – Following the Lexalytics acquisition, InMoment led text analytics innovation, which is recognized with industry awards.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Gainsight

OCTOBER 15, 2024

Human-First Leadership in the Age of AI: Balancing Technology and Empathy Join Dominique Duquennoy, Head of Customer Success EMEA, SS&C Blue Prism for this incredible session. While technology is evolving rapidly and impacting our ways of working, it is more crucial than ever to maintain a Human-First approach in leadership.

Customer Success 52

Customer Success Conference Sports Leadership 52

Calabrio

JANUARY 2, 2020

From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address. Seamless and consistent communications. We’ve made it easy to communicate with us. Join us on LinkedIn , Twitter and Facebook.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

Qualtrics

JUNE 20, 2020

A primary focus of an employee experience program is career and leadership development for employees, Qualtrics does this using our 360-degree feedback software. In the spirit of leadership development, we gathered a few quotes about leadership from noteworthy leaders, helping us define what separates good leaders from great ones.

Leadership 67

Leadership Roadmap Employee Experience Course 67

InMoment XI

SEPTEMBER 3, 2024

Whether it’s improving customer support, enhancing sales strategies, or driving product innovation, conversational analytics offers a wide range of applications and use cases that can significantly impact business outcomes.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. You’ve probably already identified the issue here, right?

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

AWS Machine Learning

APRIL 22, 2024

This guide can be used as a roadmap for integrating generative AI effectively within sustainability strategies while ensuring alignment with organizational objectives. A roadmap to generative AI for sustainability In the sections that follow, we provide a roadmap for integrating generative AI into sustainability initiatives 1.

Roadmap 125

Roadmap Competitive Advantage Innovation Self Service 125

Talkdesk

NOVEMBER 13, 2020

This is the first multi-regional Magic Quadrant covering the cloud contact center market, so it is a tremendous honor to be named in a leadership position we believe reflects the diversity of our customers. I miss being huddled in a conference room whiteboarding product roadmaps in the early evening.

Contact Center 111

Contact Center Roadmap Leadership Conference 111

Totango

FEBRUARY 12, 2025

Then, we accelerated our innovation by announcing Unison, our new AI-powered customer intelligence engine , made possible by an acquisition that augmented our team and tech stack. It takes two to tango The updated logo reinforces innovation and momentum, while clarifying that we support enterprise businesses and revenue leaders.

Brands 62

Brands Customer Success Roadmap Innovation 62

DCX

JANUARY 12, 2025

Think leadership is just about numbers? See how mission-driven leadership is fueling growth by connecting teams with purpose and turning digital transformation into lasting impact. Source Mission-Driven Leadership: Fuel for Digital Growth Digital transformation isn’t just about tech—it’s about purpose.

Virtual Agent 52

Virtual Agent Chatbots Retail Leadership 52

DCX

OCTOBER 27, 2024

Mark Here are this week’s must-read links: Embrace the Right Kind of Friction Corporate's Hitting the Floor How USAA Is Innovating With GenAI Forrester’s 2025 CX Predictions The Three Laws of Human Behavior Feelings First: Why Emotions Are Your CX Superpower How to Train Every Department on Customer-Centricity: Make It Real for Them!

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

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

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. They have managed to align their CX strategies closely with their business goals, providing a roadmap for other organizations aiming for similar success.

How To 195

How To ROI Net Promoter Score Measurement 195

One Millimeter Mindset

MARCH 11, 2021

Does a continuous learning strategy fit into your professional roadmap? Analytical thinking and innovation. Leadership and social influence. Babette Ten Haken, Founder & President of One Millimeter Mindset Speaking & Consulting, catalyzes trust-based, purpose-driven, cross-functional leadership.

Strategy 106

Strategy Leadership Roadmap Consulting 106

CX Centric

FEBRUARY 11, 2021

Collaborative Leadership In this article, I discuss both Agility and Collaborative Leadership, and argue that these two disciplines are not enough to ‘win’ in today’s competitive, fast-moving and complicated landscape. We have a nice roadmap, we are generally delivering against the roadmap, life is good.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

Customer Bliss

SEPTEMBER 17, 2015

The biggest outcome should simply be a roadmap that states by stage: touchpoints. Later as you establish focus with your leadership team, deeper mapping should occur as you are trying to solve a particular customer problem or innovate new experiences. Out of these sessions, do not start to map touchpoints.

Touchpoint 100

Touchpoint Roadmap Customer Journeys Leadership 100

Experience Investigators by 360Connext

AUGUST 22, 2023

Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. An executive invested in the customer experience will inspire innovation and motivate their team. All this data shows your customer actions to tell a full story, helping you track what’s working and focus on what needs more work. That’s not true.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

DCX

DECEMBER 29, 2024

For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. This method helps balance immediate priorities with long-term innovation: Horizon 1: Focus on keeping your core CX running smoothly—address today’s pressing needs. What happens to them?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

DECEMBER 22, 2024

Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Plus, as more brands test these innovations, CX teams get a chance to prepare for the operational shifts coming with this tech. ” to push Apple to innovate.

Retail 52

Retail Self Service Tips Customer Centricity 52

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. Jonathan then touched on the 8 key pillars of digital transformation.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

UJET

JANUARY 22, 2020

Darcey answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. Our 2020 product roadmap is exciting and I cannot wait to begin sharing some of these new and amazing features with everyone. Tell us a bit about yourself? What are you hoping to achieve in 2020?

Culture 112

Culture Roadmap Travel Banking 112

DCX

NOVEMBER 17, 2024

Whether it’s leveraging tech like AI and wearable neurotech, building trust through transparency, or rethinking leadership, the takeaway is clear: great customer experiences don’t just solve today’s problems—they help shape a better future for everyone. Why CX folks should care This isn’t just about cool gadgets.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

One Millimeter Mindset

JANUARY 25, 2023

Plus everyone misses out on your valuable insights which can catalyze them to be more creative, innovative, and collaborative. Want to create your professional roadmap to increased collaboration? Move beyond being intimidated by what you think you do not know. Contact me here. Meet people where they are. Meet people where they are.

Consulting 88

Consulting Innovation Roadmap Leadership 88

ChurnZero

DECEMBER 19, 2024

They’re creative, data-driven, customer-centric, innovative, and impactful. For the fifth year running, we’ve recognized five customer success teams who achieved remarkable results in one of five categoriesonboarding, adoption, renewals and expansion, advocacy, and innovation. Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Customer Bliss

JULY 26, 2018

When first starting in your new #CX leadership position, form supportive partnerships. Around the 2-year mark, after William spent more time working together with his team and agency partners, they started to flesh out agency roadmaps to clarify roles and communication processes. CX #CustExp Click To Tweet.

Government 111

Government Chief Customer Officer How To Roadmap 111

DCX

DECEMBER 3, 2024

Impossible Ideas Made Real To get you in the impossible idea mood, let’s look at a few examples of innovations that broke the rules and set new standards just in our lifetime. Your teams become more collaborative and more creative, and that kind of shared energy is what drives real innovation. Let's get uncomfortable together.

Customer Experience 52

Customer Experience Exercises Transportation Entertainment 52

DCX

NOVEMBER 26, 2024

The pace of innovation is wild. 👇👇👇 These innovators are shaping the future of customer service—and they might just hold the key to transforming your business. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. The clock is ticking. URL : Artisan.co

Customer Service 52

Customer Service e-support Customer Centricity Sales 52

SurveySparrow

MAY 24, 2023

Leadership isn’t a title; it’s a circle of influence that spreads across an organization, nurturing its growth and sustainability. This comprehensive view is exactly what the Leadership Circle 360 brings to the table. What is Leadership Circle 360?

Leadership 52

Leadership Culture Feedback Tools 52

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. Opportunities for innovation Rocket services over 2.6 At the heart of Rocket are their philosophies, known as their -ISMs, which guide their growth and innovation.

Analytics 111

Analytics Self Service First Call Resolution Banking 111