Experience Matters
DECEMBER 22, 2014
Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. But Hall is so committed to the culture, fan experience, and community items that he told me that the organization was cutting baseball payroll this year instead of cutting those other items.
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.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.
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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. She had support from her C-Suite leaders, as the president saw the value of leading their external and internal facing communications with CX.
Beyond Philosophy
MARCH 19, 2015
‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior.
Daniel Group
AUGUST 19, 2020
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. Taking this step is a significant cultural change.
Magellan Solutions
FEBRUARY 2, 2022
2006 : The BPO industry started to witness a 46% annual growth. Filipino call center agents are proficient in their intermediate vocabulary skills and oral communication skills. Exposure to popular western culture. Foreign countries prefer to outsource jobs to the Philippines because it is receptive to western culture.
Team HGS
SEPTEMBER 30, 2019
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. HGS caters to this client culture, from seasonality (we manage staffing fluctuations from 280 to 420 agents during the holidays), to floor setup. Scott Yates.
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