ShepHyken

JANUARY 16, 2024

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. I addressed spending time on the front line in my first book, Moments of Magic when I covered the All Aboard program in which executives spent one day each quarter with a salesperson visiting customers. It’s just our perception.

Customer Service 140

Customer Service Books Workshop Customer Service Training 140

Customer Bliss

AUGUST 30, 2021

As a result of that experience, Nooyi decided that all of the mothers and fathers of her executives reporting to her deserved the same praise. “It occurred to me that I had never thanked the parents of my executives for the gift of their child to PepsiCo,” she recounted in an interview. More Resources on This Topic.

Books 310

Books Hotels Travel Connections 310

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Think Customers

FEBRUARY 1, 2024

Hoyne’s keynote emphasized the pivotal role of data in reshaping strategic perspectives for customer contact executives, underscoring the importance of data-driven decision-making in today’s competitive landscape. The post Data, AI emerge as hot topics at CCW Austin appeared first on 1to1 Media.

2024 52

2024 Events Leadership Innovation 52

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Focus on one area at a time and create action plans to execute. Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one!

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. This type of discussion requires an AI tool that understands a wide range of topics while also maintaining a coherent and helpful conversation over an extended period.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

CX Accelerator

FEBRUARY 2, 2020

It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. Some would make a small change like taking a few more business, economics, or psychology courses, or adding a minor in a relevant topic. I then asked them to recommend a college major or field of study. But what major would they choose?

Customer Experience 320

Customer Experience Tourism Customer Journey Mapping Entertainment 320

CX Accelerator

NOVEMBER 11, 2022

Once the strategy has been developed, negotiation and influencing skills are required to garner support from executives and get them to contribute investment and remove roadblocks. They would own the strategy, be a senior influencer across the business, and provide executive level communications. Back To CX Accelerator Blog

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

ShepHyken

FEBRUARY 28, 2023

Eighty-seven percent of executives think customers highly trust their companies, but only about 30% of customers do. Protect Your Customer’s Information – Data protection has been a hot topic for several years. Deloitte surveyed 260 C-suite executives about trust. That’s a 57% gap! Make it easy for customers to connect with you.

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Focus on one area at a time and create action plans to execute. Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one!

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Kustomer

AUGUST 26, 2022

Like all media, podcasts take different approaches to style, criteria and approach to the topic. Dynamic topics: There’s a world of podcast options out there. Be sure to pick one that covers a wide breadth of topics so that you’re more in the know. Listen and subscribe to our podcast: Components of a Great CX Podcast.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Experience Investigators by 360Connext

OCTOBER 5, 2021

The executives got the point and invested in the overall customer experience. Bring in outside experts on data analysis, customer communications, and other “hot topics” to attract attention. Build a customer room. This can be in-person or virtual. Share the literal voice of the customer. Ask leaders to present their ideas.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Gainsight

APRIL 15, 2024

While they may appear similar at first glance, their scope, objectives, and execution strategies differ significantly, each tailored to address specific needs. The Timeline If you’re looking to get into the specifics, here’s our breakdown of how you should plan, execute, and iterate.

Document 52

Document Metrics Feedback Effort Score 52

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step.

Events 93

Events Connections Feedback Brands 93

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 89

Sales NPS Customer Journey Customer Success 89

Totango

JANUARY 2, 2024

Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations. In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth.

Customer Success 99

Customer Success Customer Journey Mapping 2024 Automotive 99

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. But this type of thing sometimes happens, because someone has a specific task to execute, and they do it correctly. Of course not.

Hospitality 254

Hospitality Chief Customer Officer Hotels Healthcare 254

CSM Magazine

SEPTEMBER 1, 2022

‘Customer Service Technology: Intelligent Tools, Augmented Agents & Enhanced Experiences’ features insights from senior executives at Showtime Networks, HealthNet & Playvox! The incredible line-up of senior executive speakers includes: Vice President Customer Care, Showtime Networks. I look forward to you joining us!

Webinar 52

Webinar Technology Customer Service Magazine 52

CustomerSuccessBox

DECEMBER 6, 2021

SaaStock is the best conference in Europe for SaaS founders and Executives. You get to connect with founders, executives, and investors to help you build your B2B SaaS companies. Amongst the topics of discussion, the audience will also learn the relevance of customer success when growing a SaaS company. CS 100 Summit.

2022 52

2022 Events Customer Success Contact Center 52

Lumoa

JANUARY 24, 2024

In fact, a report from 2020 found 95% of senior marketing executives agreed that CX roles were essential for business growth. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

ChurnZero

APRIL 15, 2022

Once customers use and love your product, you can broach the topic of payment for additional licenses. For newer customer relationships, Chelsea recommends using an EBR to raise the topic of payment. In SalesIntel, run a search for contacts who are actively researching topics related to the cross-sell (Data Enrichment).

ROI 98

ROI Presentation Metrics Sales 98

TechSee

JUNE 8, 2022

My first big foray into the space came at the November 2021 FSUSA event where critical topics like the acceleration of skilled technicians leaving the field, new cutting edge devices, and ever-expanding complexity in the equipment serviced were discussed. I was curious to learn what had changed from then to April 2022. Right to Repair.

2022 109

2022 2021 Government Travel 109

COPC

FEBRUARY 11, 2022

.’s Global Benchmarking Series delivers monthly reports about timely issues affecting contact centers and customer experience (CX) organizations, covering topics, such as, CX strategies, quality workforce management, channel management, people management and technology. Executives and managers around the world depend on COPC Inc.

2022 52

2022 Contact Center Webinar Information 52

ReviewTrackers

JANUARY 2, 2020

B uild a new VoC strategy and execute. This includes new ways to improve your brand even if you have a high overall rating, gaining insight into topics or ideas raised by customers, and obtaining a more complete customer profile to help with – you guessed it – the Voice of the Customer. Step 4: Build a New VoC Strategy and Execute.

Net Promoter Score 113

Net Promoter Score Social Media Customer Retention Feedback 113

ShepHyken

JULY 17, 2023

The author and colleagues conducted a new study of thousands of employees and executives from around the world and across multiple industries. to get this 44-page report, but it’s worth doing so if the topic is important to you. If these aren’t happening behind the scenes, you are missing the opportunity to optimize the EX.

Article 62

Article 2023 Customer Service Retail 62

BirdEye

APRIL 16, 2024

With this tool, businesses can: Identify the trending topics for their location, business category, and target demographics Browse popular pins for the topic/keyword Analyze the demographic engaging with a keyword 8. While it may seem simple to jump on the trend bandwagon, the real magic happens when this approach is executed right.

2024 69

2024 Social Media Multi-Channel E Commerce 69

ShepHyken

JUNE 14, 2021

My Comment: This is an important topic to understand. My Comment: Personalization continues to be a hot topic. RETHINK Retail) A RETHINK Retail special report featuring insights from thought leaders and retail executives. As the author of this article calls it, there is a customer service gap, a disconnect.

2021 92

2021 Article Customer Service Retail 92

Beyond Philosophy

NOVEMBER 21, 2016

Gautam Mahajan has now written an excellent book on this topic, called Value Creation: The Definitive Guide for Business Leaders. Mahajan argues that an executive’s role is to create value, rather than just to be a good administrator or an efficient manager. The post The Secret To Becoming A Successful Executive!

Books 0

Books Culture Consulting Definition 0

Uniphore

NOVEMBER 9, 2021

In this webinar, listen to Dan Miller, lead analyst and founder of Opus Research, Derek Top, research director with Opus Research, and Uniphore senior executive -Vijai Shankar, Vice President, as they discuss key topics facing the future of contact centers, including: Driving CX by enhancing agent productivity (in call, after call, over time).

Contact Center 52

Contact Center ROI Webinar Metrics 52

CSM Magazine

AUGUST 10, 2023

She joins Calabrio’s executive leadership team and will report to CEO, Kevin Jones. The relentless pursuit of a frictionless customer experience is a topic I am passionate about as it drives meaningful growth for companies.

Marketing 52

Marketing Customer Centricity Leadership Brands 52

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

West Monroe

DECEMBER 1, 2021

Our complimentary digital event series focuses on relevant topics and challenges impacting utility executives, employees, and customers.

Webinar 52

Webinar Events Customers Customer Experience 52

West Monroe

JUNE 21, 2023

Our experience in advising over a dozen SGIG award winners made clear that the period between application submission and awarded funding is valuable for focusing on key pre-award activities that best position the utility for execution success. Here’s a look at how utilities can navigate through each of these actions.

2008 52

2008 Document Government 2024 52

Totango

MARCH 8, 2022

Different customer success communities have different areas of focus, along with differing policies on what topics may be discussed and what types of materials may be shared. Customer Success Executives. Hosting CS webinars, teleconferences, and seminars. Offering tips on how to run customer success communities.

2022 115

2022 Customer Success White Paper Social Media 115

Gainsight

AUGUST 10, 2020

Visual Executive Summary from Pulse CxO Summit 2020. Imagine how excited I was last year when Gainsight and over 60 of the top Customer Success executives in the world decided to pay us a visit for the 2019 Pulse CxO Summit. There was a great variety of discussion across the groups, but there were some clear front runner topics.

Leadership 59

Leadership 2020 Events Customer Success 59

CSM Magazine

SEPTEMBER 12, 2023

In training, agents are immersed in life-like conversations, screen, and chat simulations to master high-impact topics they will face with live customers. Zenarate AI Coach is the “flight simulator” for customer service agents.

Telecommunications 59

Telecommunications Marketing Contact Center Insurance 59