2006 Communication Culture Management 
Beyond Philosophy
JANUARY 16, 2018
A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” These included getting C-level executive, customer-facing employee, and middle manager buy-in. Michael Lowenstein, Ph.D., when making decisions.
Customer Bliss
JANUARY 17, 2019
When Lisa started working at Netspend in 2006, the company was relatively small and was in an industry that didn’t really exist before the company itself existed. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts. Listen, Analyze, Solve, and Offer More.
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Daniel Group
AUGUST 19, 2020
Managers look for solutions. These things can improve CX in the short-term , but a culture “tweak” is what is needed to make further improvements. Following is a story of what one client did to link Continuous Improvement (CI) efforts with their CX program and how the linkage has made a difference.
Beyond Philosophy
MARCH 19, 2015
skills? – Relationship with one’s manager – Does the employee value relationship(s) with. manager(s), and is there trust and credibility between the levels? Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.
Magellan Solutions
FEBRUARY 2, 2022
Moreover, the local government improved the security and IT service management of call centers to increase business opportunities and attract more foreign investors. According to the Contact Center Association of the Philippines (CCAP), call centers began as providers of basic services such as email response and service management.
Team HGS
SEPTEMBER 30, 2019
By Scott Yates, General Manager, HGS. Increasingly we’re counted on to add value to customer communications to help get that story right. At HGS, we immerse ourselves in brand culture, vision, and values. Manager - Operations. CX Day Thoughts on Brand-behind-the-Brand Storytelling. Find her on Twitter here [link].
Beyond Philosophy
DECEMBER 20, 2017
The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.
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