Calabrio

JUNE 29, 2020

I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running. As we navigate the evolving world of work throughout 2020 and beyond , the time and effort we have put into building our culture will also carry us forward.

E-support 105

E-support 2020 Workshop Culture 105

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? Instead, companies are starting to adopt agile finance, a modern approach to financial management that changes the way finance teams work and create value. It’s no place for the rearview-mirror finance and accounting processes of old. What Is Agile Finance?

Financial 52

Financial Culture Competitive Advantage Innovation 52

Lumoa

FEBRUARY 6, 2018

Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo. The future of customer experience is decided. Probably not. How to overcome those challenges? Read the full answers here below.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Experience Investigators by 360Connext

MAY 17, 2018

In several conversations, I’ve heard how CX teams were shrinking, or getting the wrong kind of attention. They’re building impressive teams of CX pros who can support one another and the rest of the organization. They’re building frameworks to hold leaders accountable for their specific part of the journey.

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? Instead, companies are starting to adopt agile finance, a modern approach to financial management that changes the way finance teams work and create value. It’s no place for the rearview-mirror finance and accounting processes of old. What Is Agile Finance?

Financial 52

Financial Culture Competitive Advantage Innovation 52

Totango

AUGUST 21, 2020

Shelby Czarnota: Through Totango, we are putting the customer at the center, enabling Aaccount collaboration and transparency supporting our Customer First mindset. This is part of the transformation in bringing these cloud entities together under one harmonized process and enabling the OneSAP mindset.

Innovation 115

Innovation Customer Success NPS Reference 115

One Millimeter Mindset

MARCH 31, 2020

Stories which support one another and the clients we serve. As a result, our common denominator is part of our future story, together. Thus, adapt communication and collaboration style by remaining aware of meeting dynamics. Outcomes which define you, and your team, each day moving forward. Thank you for visiting my blog.

Books 86

Books Consulting Culture Innovation 86

COPC

JULY 17, 2018

In our periodic blog series, Ask the Experts, we ask COPC Inc. When a company makes a commitment to changing operations that support the customer experience , what are some proven methods for getting the ball rolling and staying on track? . What role does company culture play in creating successful change at an organization? .

Blog 40

Blog Management E-support Culture 40

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. Bri Adams , Customer Success Team Lead, ChurnZero.

Customer Success 59

Customer Success Management Roadmap Feedback 59

SurveySparrow

OCTOBER 7, 2023

It’s not just about ticking checkboxes; it’s about fostering a culture that thrives on diversity and champions equity. It’s not just about ticking checkboxes; it’s about fostering a culture that thrives on diversity and champions equity. Intriguing, right? Well, it is not just an alternate reality anymore.

Culture 52

Culture Leadership Innovation Feedback 52

Up Your Service

FEBRUARY 26, 2020

For some, these words represent a true transformation of organization and culture. To build a “customer-obsessed” culture we need people to think and act differently. Customer centricity demands people who can think creatively, imagine broadly, and collaborate easily, outside traditionally defined jobs and expectations.

Culture 98

Culture Customer Centricity Customers Innovation 98

ClientSuccess

DECEMBER 12, 2022

Read further on why this structure can be beneficial when building out your ClientSuccess team! Without such motivation, a base only compensation plan can cause apathy within the team; lacking rewards or consequences, CSMs will likely not strive to push past status quo. Base + Bonus. Shortcomings of Base + Bonus Model.

Customer Success 87

Customer Success Management Sales Measurement 87

Retently

FEBRUARY 9, 2024

To gather actionable customer insights, surveys should cover key areas such as product/service satisfaction, customer support experience, pricing perception, and brand loyalty and further be analyzed to drive improvement. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Feedback 113

Feedback Net Promoter Score Customer Satisfaction Loyalty 113

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. And it will make it easier to build strong relationships and a strong culture of customer centricity. What does the company want to achieve?

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. That’s what we asked each of them: How do you see the future of customer experience??

2018 141

2018 Customer Experience Competitive Advantage 2017 141

GetFeedback

SEPTEMBER 7, 2018

This includes defining key business issues to plan for like financial impact, driving culture change, and planning for product or service adjustments. You need to identify: Who is involved with the VoC program (employees, teams, stakeholders)? What kind of feedback will you ask your team to respond to immediately? Who owns what?

Net Promoter Score 150

Net Promoter Score Feedback Insights Financial 150

BirdEye

FEBRUARY 12, 2024

In this blog, we’ll explore common approaches to multi-location social media management, key challenges, and proven strategies to streamline efforts and unify your brand voice across all your business’s social presences. Each of your locations serves a unique community with its own culture, preferences, and events.

Social Media 59

Social Media Multi-Channel Demo Reference 59

SurveySensum

FEBRUARY 23, 2024

With a robust employee feedback tool and real-time feedback at your fingertips, you can identify issues before they escalate, recognize trends before they become patterns, and foster a culture of continuous improvement. Picture this : a workplace where every voice is heard, every concern addressed, and every success celebrated.

Engagement 52

Engagement Demo Feedback Culture 52

PeopleMetrics

FEBRUARY 25, 2022

This continuous process, supported by a robust CX strategy and the right tools, allows you to continuously monitor the impacts of your improvements and make targeted changes over time. Think of CS as a part of a complete CX journey. Customer experience (CX) has become an essential cornerstone of modern business strategy.

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

Optimove

JANUARY 16, 2024

It’s both an honor and a privilege to share with you the significant achievements of the past year while expressing our deepest gratitude for your steadfast support. To the Stakeholders of Optimove: At Optimove, we have the job of ensuring that leading brands create deep, lasting relationships with their consumers.

2023 52

2023 Net Promoter Score 2012 2024 52

ChurnZero

APRIL 1, 2022

Sharon explains that part of the lie of imposter syndrome is that you can’t admit to it, because what if that negative voice is right? Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? Wait…what???

Customer Success 98

Customer Success Culture Leadership Customers 98

Customer Bliss

JUNE 28, 2016

Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. To launch an experience, you need to prioritize (a) what the experience is and then (b) how the day-to-day actions of your employees can support the growth of that experience. How to hire for your team.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

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. Additional, she leads the strategic direction of Safelite’s technology team. Episode Overview. The importance of leadership buy-in.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Integrity Solutions

AUGUST 21, 2019

Capturing untapped opportunities requires a collaborative culture that focuses on creating value for internal customers who, together, share the common goal of creating value for external customers. Part 2 in a blog series. Read Part 1 here. Old Habits Die Hard: From Silos to a Collaborative Customer Focus.

Banking 43

Banking Culture Blog Management 43

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Many companies experience numerous challenges in the ares of customer experience transformation. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Customer Bliss

MARCH 14, 2017

She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company. Diane has an interesting background for a CCO — she actually began as a technical writer. About Diane.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Books 219

SurveySparrow

JULY 6, 2022

In this blog, we’ll cover: What is Managerial Competency? A few managers naturally have all or most core managerial competencies, and thus, leading a team comes naturally to them. Ultimate Team Player. But what’s integral for a good collaborative environment at the workplace? And it’s time we start.

Culture 52

Culture Apparel Communication Innovation 52

Integrity Solutions

JUNE 14, 2021

But some simple and very effective sales coaching techniques- when applied consistently and with sincerity and skill- can greatly raise the game of individuals and your entire sales team. This is why it’s critical for managers to hone their sales coaching techniques and expand their beliefs and expectations of their team members.

Sales 107

Sales Culture Management Sports 107

CX Journey

JUNE 25, 2019

This is the second in two-part series from Paul about agile working. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way. Find the first post in the series here.

Culture 53

Culture Document Books 2019 53

Bizagi

FEBRUARY 3, 2020

There are actually two parts to the concept of digital transformation. You can think of these two parts as “transforming to digital” and “transforming digitally”. Where a great many organizations focus only on the first part, we find that the most advanced organizations are working on both pieces – and reaping big rewards.

Technology 72

Technology User Experience Connections Webinar 72

Alida

DECEMBER 4, 2017

As a member of Cadillac’s global launch and lifecycle marketing team, I am obsessed about changing that perception. Often, these are brands that are embedded in popular culture. For example, Beats headphones and Yeezy, a collaboration between Adidas and Kanye West, are seen by many consumers as luxury products today.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. The Super-Heroes of Customer Experience are here! LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Eptica

FEBRUARY 13, 2019

In this blog, I’m going to give a bit more details on how two customers in different industries have realized ROI on their investment. For example, vecko analysis uncovered that when potential customers uploaded supporting documents for their credit application, they didn’t receive an acknowledgement or follow-up.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Bizagi

OCTOBER 4, 2019

These are HUGE challenges, they demand an entirely new mindset, and companies will certainly face many cultural and technological barriers that hold them back from this vision. . We did this by creating features that will help our customers break down some of the most important cultural and technological barriers at play. added Gomez.

Innovation 67

Innovation 2019 User Experience Connections 67

TechSee

JANUARY 25, 2023

He leads a global organization of nearly 3,000 team members and over 25,000 contractors who support Dell EMC customers in more than 140 countries. As Volta Charging ’s Vice President of Service Operations, he leads the field service, customer support, and operational analytics functions.

2023 41

2023 Management Automotive Leadership 41

SaleMove

MAY 7, 2021

Our engineering teams are shaping a customer service category so new we can’t even say we’re disrupting it—we’re creating it. Engineering culture at Glia. This remains true for our engineering team as well. Collaborate. We like and admire the people we work with—they’re seriously smart and fiercely supportive.

Culture 52

Culture Financial Technology Innovation 52

CXApp

AUGUST 21, 2018

Therefore, the focus is less on marketing and more on building engagement within your internal teams. The stronger this community is, you can expect to see communication, collaboration and efficiency improve. It is what directly influences the relationship between customer and brand, and helps drive loyalty.

Customer Experience 40

Customer Experience Employee Experience Social Media Leadership 40