CSM Magazine

NOVEMBER 2, 2023

The culture is different and Sigma have created something amazing for their people and their clients through a strong family and community approach. Founded in 2011, Sigma employs over 5,000 people across the UK, South Africa, Australia and the United States. For the last six years I’ve admired Sigma Connected and its ways of working.

Connections 52

Connections 2030 2011 2023 52

Alida

JUNE 16, 2016

Her presentation at the Summit, The Five Decisions of Beloved and Prosperous Companies , will reveal actionable tips on how companies can transcend normal business practices to be customer-centric, how culture acts as a growth engine and how brands can thrive in both good and bad times.

Chief Customer Officer 124

Chief Customer Officer 2011 2006 2016 124

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Blog Culture Customer Experience Featured c-suite leadership linkedin' And now, with the rise of moving businesses to become more digital, the intersection is more daunting.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Experience Investigators by 360Connext

MAY 20, 2015

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. Customer-centric Culture & Communications. It’s HR and communications executives who understand they have a culture that ignores the customer. And much of that culture starts with communication.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Customer Bliss

APRIL 24, 2018

We discuss how she created a path for her global role leading customer experience across all of Microsoft, and how she has engaged with the organization to translate CEO Satya Nadella’s mantra of “customer obsession” into its operating model, engineering and culture. Took the time to understand cultural differences.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Magellan Solutions

FEBRUARY 14, 2024

They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. Case Study 2: Maxicare Healthcare Corporation Maxicare, a leading HMO in the Philippines, partnered with Accenture in 2011 to outsource their finance and accounting functions. This raises satisfaction.

Call Center 98

Call Center Healthcare Hospitality Insurance 98

Customer Bliss

JULY 26, 2016

Since joining Safelite Group in August 2011, Renee Cacchillo has been an influential leader who helped achieve the compan y’s goals by working collaboratively across various business units. You need to move from widgets, spreadsheets, numbers, and KPIs to a “why” culture — and one centered around stories.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Magellan Solutions

MAY 2, 2024

Outsourcing offshore requires careful consideration of data security, cultural differences, and regulatory compliance. Communication and Cultural Challenges Navigating the complexities of outsourcing offshore can present communication and cultural hurdles. It helps them handle surges in work and cover things like parental leave.

2030 52

2030 Call Center Culture 2011 52

Customer Bliss

APRIL 20, 2018

He used his knowledge of marketing in CX as a way to think about how to fix the root of a problem through addressing a company’s culture. You manage your culture through behaviors. s strategy and services, as well as enhancing employee experience through culture design. What do You Know Now That You Wish You Knew Then?

Competitive Advantage 148

Competitive Advantage Chief Customer Officer 2011 Culture 148

Avaya

OCTOBER 10, 2016

In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s. I joined Avaya in November 2011 to address this untenable situation. Here’s the Avaya roadmap to establishing a successful culture with better processes and metrics: Change Your Culture. Raising an NPS isn’t easy.

Net Promoter Score 78

Net Promoter Score NPS 2011 Roadmap 78

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Catherine has been featured in Harvard Business Review, The Wall Street Journal, Fast Company, and TEDx. Some were threatened.

Leadership 0

Leadership Customer Experience 2013 2011 0

Customer Enthusiast

OCTOBER 26, 2018

We were given an exclusive peek behind the curtain into Comcast’s products, services, support, and culture. Doing so propels the culture to manifest itself. Together, we toured, listened, shared, asked questions, and engaged with the company’s top CX executives. And this program was recently expanded to include low-income veterans.

Customer Experience 90

Customer Experience Net Promoter Score 2011 Culture 90

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. If you change course every month, you’ll never go anywhere.”

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Beyond Philosophy

FEBRUARY 1, 2021

You can see that from the Accenture study and further evidence comes from 5W Public Relations’ 2020 Consumer Culture Report. The year the company put that ad (2011), revenue grew by about 30% and a further 75% between 2013 and 2018. This compares to 66% of 35-54-year-olds and 55% of the 55+ age group. .

2021 147

2021 Marketing 2011 Hospitality 147

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Confirmit

NOVEMBER 7, 2018

PHLY has run its VoC activities with Confirmit since 2011. That's a massive shift in the culture of the organization, and it’s a welcome change that's driven tremendous positive results.” The program now spans six post-transaction surveys, a pop-up website survey, and an annual relationship survey.

Insurance 40

Insurance 2011 2017 Feedback 40

Confirmit

NOVEMBER 7, 2018

PHLY has run its VoC activities with Confirmit since 2011. That's a massive shift in the culture of the organization, and it’s a welcome change that's driven tremendous positive results.” The program now spans six post-transaction surveys, a pop-up website survey, and an annual relationship survey.

Insurance 40

Insurance 2011 2017 Feedback 40

Bill Quiseng

MARCH 7, 2016

In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media.

Social Media 123

Social Media Customer Service Brands 2011 123

Magellan Solutions

MAY 3, 2022

Back in 2011, Vodafone had moved two of its call center operations to Egypt and India. Wells Fargo, the fourth-largest bank in the world, already had its operations in the Philippines since 2011. What sets the Philippines apart from other countries is its close cultural ties with the West, its accent, and the cost of labor.

Call Center 81

Call Center Telecommunications Banking Financial 81

Russel Lolacher

JUNE 29, 2021

Communication and engagement strategy – Since the 2011 Peace region flood, we’ve been working with districts to share before, during and after updates to show our responsiveness, recovery and work to reconnect communities during fires, floods and extended closures. .

Social Media 98

Social Media 2011 Travel 2010 98

ShepHyken

MARCH 21, 2017

Additionally, Oreck is an international consultant in corporate culture, branding, leadership, employee engagement and legendary service. She was named 2011/2012 Professional Woman of the Year by the National Association of Professional Women.

Workshop 81

Workshop 2011 2012 Leadership 81

PeopleMetrics

AUGUST 25, 2014

In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. Because it’s emphasized at the leadership level, we embrace the culture of taking the client needs into consideration when all decisions are made. It’s just how we do business.

Customer Centricity 124

Customer Centricity 2011 Customers Feedback 124

Magellan Solutions

FEBRUARY 2, 2022

2011 : A total of 638,000 Filipinos are working in the BPO industry—400,000 of which are working in call centers—making it the biggest and fastest-growing job providers in the private sector. Exposure to popular western culture. Foreign countries prefer to outsource jobs to the Philippines because it is receptive to western culture.

Call Center 75

Call Center Contact Center Government 2001 75

ChurnZero

AUGUST 25, 2020

She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture. Godard was named to the Tech 50 list by Crain’s Business Chicago in September 2014 and to the Chicago Entrepreneur Hall of Fame in 2011.

Chief Customer Officer 69

Chief Customer Officer E-support 2011 2012 69

Gainsight

FEBRUARY 13, 2023

While it’s been in business since 2011, it’s fair to say that Zoom really came into its own during the Covid-19 pandemic, between 2019–21, as an easy-to-use go-to way to help keep both business and personal communication alive and well in a brief but deadly era when face-to-face proximity was actively dangerous.

Customer Insights 52

Customer Insights Insights Innovation Customer Success 52

Daniel Group

FEBRUARY 5, 2021

Butler’s a client of ours since 2011. It’s starting to be ingrained more in our culture, our leadership buy-in. And we have the amazing leadership group right now that takes our mission and our vision, and we are in the middle of that cultural transformation that we are living it and breathing it. So thank you a lot.

Leadership 111

Leadership 2011 Communication Culture 111

Talkdesk

JULY 20, 2016

Mistake 3: Building the wrong culture. Just saying the words is not enough to instill it into your culture. An 2011 American Express study found that 80% of Americans agreed that smaller companies place a great emphasis on customer service than large businesses. This is especially important as companies scale.

Customer Service 40

Customer Service 2011 Call Center Customer Centricity 40

Totango

DECEMBER 21, 2017

Totango really impressed us with their belief that customer centricity is the key to delivering phenomenal customer success, and we intend to make that part of our culture too. Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development. Great Team Building Opportunity.

Customer Success 48

Customer Success 2018 2011 Customer Centricity 48

Amity

AUGUST 5, 2016

I joined Achievers as a CSM in January 2011 and managed a portfolio of accounts across all industries (one of the nicest things about our solution is that it’s industry-agnostic -- all employees from all industries want to feel appreciated). " What does the culture of Customer Success look like at Achievers?

Customer Success 91

Customer Success Culture Customers 2011 91

Russel Lolacher

DECEMBER 20, 2021

Our organization has long had a culture of listening to the public and determining how best to engage with them. The Peace River floods in 2011, the BC interior wildfires of 2017 and 2018… our team has been through many major events (as well as ones that only last a day or two). Our social media is an extension of this.

Customer Care 98

Customer Care Transportation Social Media Government 98

CSM Magazine

MAY 6, 2024

Founded in 2011, HelloFresh has been thriving in the fast-paced atmosphere of the 2020s. This company offers a diverse menu of food from many different cultures and for people in all walks of life. While this has driven the growth of the fast-food market, it has also opened a space for healthier delivery options.

Innovation 52

Innovation Technology 2030 2011 52

Forrester's Customer Insights

OCTOBER 21, 2018

I am thrilled to introduce my most recent report, ‘Instill a Security Culture by Elevating Communication’. This is an update of my 2011 report “How To Market Security To Gain Influence And Secure Budget’. A different time called for a completely revamped report (read on to see what’s changed). To me, this always has been […]

Culture 35

Culture 2011 Communication Marketing 35

LiveChat

DECEMBER 7, 2015

I think it’s the time to ask ourselves: do such overused pop-culture references really work? This is exactly why so many marketers use Star Wars references for years: because pop-culture and popular event references are goldmines. It worked for the first and second time, can it work for the tenth time as well?

2011 49

2011 Reference Magazine 2015 49

CSM Magazine

APRIL 9, 2019

Many times, these programs become a flash-in-the-pan, not truly geared towards building a healthy organizational culture, but a reaction to when employees are disengaging and attrition numbers are up. In 2011, Torbay Hospital was named Acute Healthcare Organization of the Year. Instead, it turned into something much worse.

Engagement 40

Engagement Hospitality 2011 Healthcare 40

Hero Digital

APRIL 15, 2019

In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Being data-driven is first and foremost about process and culture. Partnership.

2011 64

2011 Culture Competitive Advantage Metrics 64

Russel Lolacher

SEPTEMBER 20, 2022

Culture co-existence of Imposter Syndrome vs unearned confidence. Psychological safety and corporate culture’s role in addressing this issue. One of the best employee experiences I’ve had in my very long career, and it’s mostly because they’re very, our culture is very people first. What can trigger it.

Culture 111

Culture Books Leadership Employee Experience 111

Magellan Solutions

MAY 6, 2020

Back in 2011, Vodafone had moved two of its call center operations to Egypt and India. Wells Fargo, the fourth-largest bank in the world, already had its operations in the Philippines since 2011. What sets the Philippines apart from other countries is its close cultural ties with the West, its accent, and the cost of labor.

Call Center 52

Call Center Telecommunications Banking Financial 52