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

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 31, 2025

Wondering why companies spend millions on restructuring, culture programs, and leadership trainingonly to end up right where they started. By the end of this series, youll have a whole new perspective on business, leadership, and personal growth. Growth, innovation, and a workplace where people feel psychologically safe.

Leadership 156

Leadership Innovation Culture Loyalty 156

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 440

Customer Journeys Culture Leadership Effort Score 440

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 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

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 101

Innovation Training Resources Healthcare 101

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 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

OCTOBER 7, 2024

Innovation is your constant companion in this exhilarating journey. You are tasked with reinventing the customer journey, merging technology and human touch to craft seamless, personalized experiences. Empowerment lies at the core of your leadership. Finally, we’ve reached the thrilling “plus one”!

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

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 295

Customer Experience Leadership Innovation Roadmap 295

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Leadership Commitment Set clear expectations for customer-focused behavior at the leadership level.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

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. So what is the secret to fostering employee loyalty and preventing employee turnover?

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

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. Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. Experiment with new approaches to exceed customer expectations.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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

InMoment XI

MARCH 29, 2022

Women of InMoment: A global employee resource group designed to support inclusion and diversity, provide the women of InMoment with opportunities to mentor and learn from one another, activate leadership skills, and connect with service and professional growth activities in the larger technology community.

Culture 370

Culture Leadership Groups Resources 370

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. Leadership Development: Strong leadership training is critical, as exceptional customer service starts with effective, empathetic leaders.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

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. Her insights into talent development, operational efficiency, and smart technology investments offer a blueprint for success in even the most challenging times. 8CXLaws.com.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

ECXO

JUNE 23, 2024

Furthermore, implementing the right technology and tools is paramount for the success of your customer success team. Leverage technology. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation. Leadership Commitment: Leadership plays a vital role in developing a customer-centric culture.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

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

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

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 450

NPS Feedback Net Promoter Score B2C 450

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.

Management 227

Management Insurance Leadership Customer Care 227

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.”

Culture 313

Culture Sports Employee Engagement Leadership 313

C3Centricity

APRIL 17, 2018

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. Innovation is the life-blood of every successful business. Being too different.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

Experience Investigators by 360Connext

MAY 11, 2021

Technology and Tools. Many leaders want to jump straight ahead to the technology and tools they’ll use to manage CX. CXM is often wrongly defined as a technology platform when instead it should be defined as a way of doing business. Now consider technology and tools. What Should CX Technology Do?

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

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. Contact us or a dedicated account manager if you want to learn more.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

BlueOcean

MARCH 3, 2025

Lets 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. Its a two-way street. We need to know that well do an amazing job together.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. At this point we have the technology and data prowess to actually know our customers - and predict their needs - but we still aren't there yet. Customers want unique, special and innovative.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

ijgolding

APRIL 9, 2020

Technology to the rescue…. How can technology play a part in addressing this dilemma? A tool that integrates with your CRM in order to follow through on every single insight and align them to business metrics while validating the conclusions with real customer feedback – how is that for innovation? Eytan Hattem.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

C3Centricity

JANUARY 25, 2025

It’s not the technology that’s failing it’s how we’re using it. As Laurie Buczek, Group Vice President, Executives Insights and Leadership Services at IDC said when launching their latest FutureScape report: Marketings future is represented by AI-fueled transformation. Source ) The disconnect?

Marketing 156

Marketing Strategy How To Analytics 156

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

ECXO

AUGUST 9, 2023

From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. Leadership across the business needs to share (or create) a clear client-centric vision and aspiration, linked to value. In other words, how do you escape a parity trap?

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

TechSee

JANUARY 25, 2023

Below is a partial list of field service influencers who challenge the industry to up its game by innovating through technology or process improvements to improve service delivery. He architected the strategy and led IoT and M2M projects that leveraged technology to transform business processes and operations.

Management 41

Management Automotive Leadership Effort Score 41

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

JUNE 20, 2023

It can be more important than innovation or market dominance. How does a shared purpose and values help you harness creativity, innovation, skill and commitment? The company is dropping its ‘Sense and Simplicity’ brand promise to better reflect the ‘meaningful innovation’ it sees as its future differentiator.

B2B 367

B2B Brands Innovation Government 367