Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). What companies outside of our industry do we love doing business with? Know Your Guardrails. Forget about our competition.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

West Monroe

APRIL 22, 2024

What do an English Premier League football club and recent global M&A trends have in common? Both share common ground in their evolution, focusing on key facets such as balancing global vs. regional strategies, strategic resourcing, and investment in value creation initiatives. This dynamic mirrors Brighton F.C.’s

Government 52

Government Sports Leadership 2009 52

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, Bell tells us why truth is vital to trust. My friend Chip R.

Customer Experience 273

Customer Experience Books Consulting Sports 273

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. While the job market is still strong in some industries and regions, heightened global tensions, high inflation and high interest rates have increased business uncertainty.

Customer Service 59

Customer Service 2024 Sports Banking 59

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. A few years ago, we recognized the importance of enhancing our Global Customer Care team.

Customer Experience 75

Customer Experience Net Promoter Score 2024 Customer Care 75

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. Based on early feedback loops, the company adopted a new set of “customer rules.” Voice of Customer.

Customer Experience 136

Customer Experience Net Promoter Score 2021 Transportation 136

Magellan Solutions

MARCH 13, 2024

Did you know companies embrace offshoring and outsourcing to improve efficiency and cut costs? Understanding the impact of outsourcing is essential for your company’s success. It’s like tapping into a global talent network while saving costs.

Culture 105

Culture E-support E Commerce Communication 105

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Now is the time to embrace Experience Leadership as your primary focus. Experience Leadership is straightforward sensibility. Yes, by prevention of issues.

Leadership 62

Leadership ROI 2006 2024 62

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Inbenta

JUNE 14, 2023

Rivera joins Inbenta from DoorDash where he served as a senior privacy leader, heading a global privacy compliance team for the platform. As the market matures, security, compliance and privacy will become a top priority for companies looking to leverage AI solutions.

2005 98

2005 2023 Government Leadership 98

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. He also updates employees through his blog, Chester’s Chatter which he and the leadership team contribute to each month.

E Commerce 161

E Commerce Chief Customer Officer Leadership Social Media 161

CSM Magazine

JANUARY 16, 2024

Gabrial Rodriguez Seilhan, Managing Director for Iberia Sabio Group , the global digital experience transformation services specialist, has announced the appointment of a new Managing Director for its Iberian operations. Rodriguez replaces outgoing MD Santiago Martinez, who is stepping down from the position after four years in charge.

Management 52

Management Leadership Consulting Customer Journey 52

Magellan Solutions

MARCH 26, 2024

That’s when the best BPO companies come to the rescue! That is, the right BPO partner is more than just an outsourced provider – it is a unique and adaptable business ally that can help your company develop and transform as it grows. Concentrix Location: Global Presence Specialties: Technology, Automotive, Healthcare Why for SMEs?:

Customer Service 52

Customer Service Multi-Channel E-support E Commerce 52

C Space

OCTOBER 5, 2021

C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. BOSTON, October 5, 2021 – C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. About C Space.

Technology 98

Technology Insights 2021 Leadership 98

Customer Bliss

MARCH 21, 2019

He goes on to say that leadership is about setting the vision and leading your people through it. As CX practitioners, if your company doesn’t already have a mission statement , it’s time that you work on one and use it as a guiding principle for setting internal behaviors and expectations.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

Customer Bliss

OCTOBER 11, 2016

Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and ascension within the Hilton brand all the way up to his global position today. Mark served as chief of staff and strategist for the global team.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

CSM Magazine

AUGUST 10, 2023

Calabrio, the workforce performance company, has appointed Dillon Nugent as Chief Marketing Officer (CMO). With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies.

Marketing 52

Marketing Customer Centricity Leadership Brands 52

CX University

MAY 16, 2023

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. Therefore, it is crucial for companies to focus on improving customer experience by investing in global professional development with online courses.

Engagement 98

Engagement Customer Experience Advertising Culture 98

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. Their roster of clients includes Fortune 100 companies, brand category leaders, and change-makers.

Management 227

Management Insurance Leadership Customer Care 227

CX University

APRIL 2, 2024

Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. On March 12, 2024, The Dollar General store in Mineral Point, WI, rebelled against the company, and the entire store staff quit. These employees took a stand because of the failure of leadership.

2009 52

2009 White Paper 2024 Financial 52

Customer Bliss

DECEMBER 14, 2018

Amanda shares that even though Microsoft still holds on to its entrepreneurial spirit, which it has to, in order to come up with new and innovative ideas, the company has definitely had to adapt and compete for customers due to competitive pressures. With Organizational Maturity Comes Increased Responsibilities.

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

Think Customers

FEBRUARY 1, 2024

Ninety-nine percent of companies I work with celebrate the people that win… the best-in-class recognize people before tests are ever run,” Hoyne said to the audience of customer executives. CCW Austin delivered an immersive experience for attendees that covered the evolving intersection of AI, customer engagement, and leadership empowerment.

2024 52

2024 Events Leadership Innovation 52

SurveyGizmo

JUNE 9, 2021

Alchemer (formerly SurveyGizmo) – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today the hiring of Brandi Vandegriff as CTO. We are excited to have Brandi join our leadership team,” said David Roberts, CEO of Alchemer. LOUISVILLE, COLORADO, JUNE 9, 2021?–?

Leadership 98

Leadership 2021 Customer Centricity NPS 98

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company. Being nice and respectful is one thing, but there is more.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

CSM Magazine

NOVEMBER 3, 2023

Over the past 30 years, there’s been a significant evolution in client and customer needs and as we approach 2024, it is apparent to all industry leaders that our role as outsourcers has become one of a trusted partner to companies. According to our company’s “ CX Landscape 2022: Evolution or Revolution? and South Africa.

2024 59

2024 2012 Return on Investment Financial 59

CSM Magazine

NOVEMBER 11, 2021

Calabrio , the customer experience intelligence company, has appointed CJ Bernander as its new Chief Financial Officer, enabling Calabrio to continue to scale to meet the business and structural needs that accompany Calabrio’s rapid trajectory over the last several years. I’m thrilled to join Calabrio at this exciting time for the company.

E Commerce 59

E Commerce E-support Financial Leadership 59

CSM Magazine

NOVEMBER 3, 2022

Reputation , the global leader in reputation experience management, today welcomes Liz Carter as its new Chief Marketing Officer. ” An experienced marketing leader, Liz has built and managed high-performing teams that deliver results across demand generation, communications, corporate events, field marketing and thought leadership.

Marketing 52

Marketing Events Leadership 2017 52

ChurnZero

MARCH 10, 2022

To catch a diverse group of individuals, they’re delivering content through their online community platform, their podcast and their weekly leadership calls. Customer Success Network is a Customer Success community for CS professionals globally to network, to share best practices and to grow. Customer Success Leadership Network.

Customer Success 98

Customer Success Sports Leadership B2B 98

CSM Magazine

JANUARY 26, 2023

an award-winning digital customer experience (CX) solutions provider for innovative technology and other blue-chip companies, announced today the launch of its first Digital CX Center of Excellence in Singapore. Over time, we have grown our client relationships at a global level.

E Commerce 52

E Commerce Customer Experience E-support Innovation 52

delighted

JUNE 24, 2020

or “How likely are you to recommend this company to your friend?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. Culture: Many may think of culture as simply how companies conduct celebrations, happy hours, activities, etc.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Culture 105

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

CSM Magazine

OCTOBER 24, 2022

IRIS Audio Technologies appoints Neil Titcomb as SVP Global Sales as part of global strategy to eliminate background noise in call centres. IRIS Audio Technologies , the team behind the AI-powered voice isolation software IRIS Clarity , has appointed Neil Titcomb as SVP Global Sales.

Sales 52

Sales Technology 2021 Leadership 52

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Define Your Purpose and Value. And obviously, it’s not for money.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

inQuba

APRIL 7, 2022

Bruce brings 25-years of international experience in the customer management space with leading roles in Sales and Marketing, including SVP for Global Demand Marketing at Opentext (NASDAQ: OTEX) and SVP for Global Revenue Marketing at Genesys, a Permira backed Private Equity Company.

Airlines 75

Airlines Insurance Customer Journey ROI 75

ShepHyken

JUNE 29, 2021

Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. Gaps in being a customer-obsessed organization happen when companies do not deliver their brand promise.

B2B 141

B2B 2017 Leadership Brands 141