Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” In fact, Moore and Levie were with us at the first Pulse all the way back in 2013. Your industry-leading thought leadership.

2015 52

2015 2023 2013 2022 52

Avaya

OCTOBER 25, 2017

In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. Instead, it calls for unparalleled bank branch innovation. One that combines digital innovation with the reliability of a traditional branch experience. Research, however, suggests this will fail to become a reality. 5 Brands to Study.

Banking 58

Banking Innovation Brands Financial 58

Alida

OCTOBER 2, 2017

For his achievements, Bennett has received several industry awards, including the 2012 Healthcare Internet Hall of Fame Innovative Individual Inductee award.

Hospitality 100

Hospitality Social Media 2012 2010 100

Gainsight

NOVEMBER 2, 2022

He’s already found that KPI innovations lead to different kinds of dialogues and debates between CFOs and their colleagues. We started in 2013,” said Tandan of Gainsight, Inc., And that’s not a bottom-up question, that’s a leadership question. This is an important and critical area for Levi Strauss & Co,” Singh said.

Retail 52

Retail 2013 Metrics Definition 52

Beyond Philosophy

MAY 21, 2015

In a two-year process prompted by consumers’ growing concerns about the safety of long-term consumption of GMOs, Chipotle’s leadership feels this is about transparency and trust as much as health. Putting the Customer-led innovations first is not always easy, and that was true for Chipotle’s work in eliminating the GMOs.

2013 156

2013 Books Webinar Leadership 156

Gainsight

JULY 11, 2023

I’m so proud of and grateful for the Northpassians who came together to innovate and build our remarkable company. A few years later, in 2012, my company was acquired by SPS Commerce (NASDAQ SPSC), and as part of that acquisition, I joined their leadership team. And it shouldn’t be understated that we’ve had a blast building together!

2023 40

2023 Leadership 2012 2010 40

Customer Bliss

JULY 19, 2016

Wharton (at UPenn) did research on S&P 500 Index companies from 1972 to 2013. Customers as assets with leadership recipe cards. Proactive experience reliability and innovation. One-company accountability, leadership, and culture. How do you build these relationships in a relatively quick amount of time?

2013 129

2013 Leadership Customers Customer Centricity 129

Education Services Group

OCTOBER 28, 2020

Conducting QBRs confirms that you are the perfect partner for them who always thinks ahead in keeping them on the right track; a partner who always prepares a plan to help them innovate and reach their desired outcomes. Since 2013, Irit has been pivotal in shaping Customer Success best practices.

2013 45

2013 Chief Customer Officer Customer Success Customer Retention 45

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. About Brian. He arrived at that role in October 2007.)

NPS 163

NPS Net Promoter Score 2003 2007 163

CustomerSuccessBox

DECEMBER 6, 2021

The joy of innovating, the joy of selling, the joy of subscribing, and the joy of customer success. His love for technological innovation coupled with creativity has made him the most sought-after business outcomes and Customer Success expert globally. Puneet is one of the prominent advocates in the Customer Success space. Rick Adams.

2022 52

2022 Customer Success 2021 Consulting 52

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.”

Culture 125

Culture Sports Magazine 2005 125

Clarivate

SEPTEMBER 7, 2023

This guide to understanding the G20 scorecard explores how this interactive tool expands our perspective of global research and innovation. This condenses and compares the research and innovation capabilities of the G20 economies* which are renowned for their significant investments in education, research and technology.

2013 116

2013 Government 2023 2022 116

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. If you enjoyed this report, check out Lessons in CX Excellence, 2014 and Lessons in CX Excellence, 2013. EMC Corporation.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

ijgolding

MAY 21, 2018

Products that were once seen as being ground-breaking, innovative and unique, can now be copied and manufactured for a fraction of the price by factories in China. If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’ ; and ‘how are we going to continue to make our purpose a reality?’;

Retail 74

Retail 2005 2009 2013 74

Eptica

SEPTEMBER 10, 2015

For example the number of people who have used Twitter for customer service has increased by almost 70% since 2013, according to Forrester. By looking at innovations such as video chat or proactive text, companies can combine service with increased revenue opportunities, while still ensuring customer satisfaction.

Customer Service 76

Customer Service Social Media Contact Center 2015 76

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Adrian Swinscoe. Barry Dalton. Bill Quiseng. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Adrian Swinscoe. Barry Dalton. Bill Quiseng. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Customer Alignment

MARCH 2, 2018

months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council. In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

C3Centricity

APRIL 17, 2018

Econsultancy recently asked what effective leadership in the digital age is. Several key leadership qualities were found, including being ruthlessly customer-centric, data-driven, innovative, collaborative and agile. Being Innovative. Innovation is the life-blood of every successful business. Being too different.

Customer Centricity 75

Customer Centricity Innovation Airlines 2002 75

Clarivate

APRIL 18, 2024

Strategy #1: innovate and create Amazon founder Jeff Bezos has said that overnight success takes about 10 years — and that ramp-up period may be what’s playing out for the ecommerce giant in healthcare. Michelle La Vone has been with Clarivate Market Access Insights (formerly Decision Resources Group) since 2013.

2024 52

2024 Healthcare Retail 2023 52

CX Journey

MARCH 20, 2019

That statistic compares to 51% only five years earlier (2013). The first Culture Perception Gap statistic PwC uncovered states that 71% of C-suite and board respondents believe that culture is a priority on the leadership agenda of their organizations, while only 48% of non-management employees agree.

Culture 43

Culture Leadership 2013 2018 43

Customer Guru

DECEMBER 13, 2017

Furthermore, disruptive startups launch innovative products that get adopted by millions of users almost overnight. Source: Oracle Global CX Study, 2013. According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Forrester's Customer Insights

APRIL 8, 2015

In the wake of a series of negative and well-publicized events in early 2013, Carnival Cruise Lines has since engineered a strong recovery and ranks as the No. This centers around how the product and customer experience should evolve, and how the organization will use data and consumer insight to unlock opportunities to innovate.

2013 41

2013 Hospitality Leadership Events 41

Currency Alliance

MARCH 30, 2022

The ability to innovate with scant resources – and constantly leaning on others for help. The ability to bring together complementary fields of experience to create profitable solutions based on innovative business models and modern technology. Innovating with scant resources.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

Clarabridge

JUNE 13, 2017

Land: With Paul Powers’ appointment as Dorel Juvenile President and CEO in 2013, our leadership took the reins to give consumers a seat at the table. Product innovation: Clarabridge helps us identify features that consumers especially like that should be retained and consumer pain points that need to be addressed.

ROI 40

ROI Net Promoter Score Return on Investment 2013 40

CX Journey

MARCH 20, 2019

That statistic compares to 51% only five years earlier (2013). The first Culture Perception Gap statistic PwC uncovered states that 71% of C-suite and board respondents believe that culture is a priority on the leadership agenda of their organizations, while only 48% of non-management employees agree.

Culture 33

Culture Leadership 2013 2018 33

West Monroe

FEBRUARY 21, 2022

It all starts with buy-in and commitment from leadership (e.g., Ultimately, this process should reflect a shift from selling products to providing services. Strategy and structure: Laying the foundation of patient centricity. ensuring that the Chief Patient Officer reports to the CEO).

Healthcare 52

Healthcare 2013 2018 Technology 52

InteractionMetrics

JUNE 6, 2023

Qualtrics XM Institute [i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill” [ii] Because of this, customer service staff are receiving customer empathy training in droves. Epub 2013 Apr 10. Empathy is trendy. ix] Klimecki OM, Leiberg S, Ricard M, Singer T.

2004 52

2004 2016 Customers 2007 52

Answer Dash

JANUARY 9, 2019

I’ve been lucky enough to work in some type of “customer” area since 2007, starting off in the conference industry, then media about customer management (that’s what we called it), moving on to work in customer service for a Fortune 100 tech company for two years and focusing purely on customer experience thought leadership for the last three years.

2019 82

2019 Customer Experience Insurance Retail 82

Natalie Petouhof

MARCH 6, 2017

It is key to so many aspects of a business: growth, innovation, cost savings, new product development… There’s so much to learn about how the work place must change or companies will loose their competitive edge… Practical Research and Toolkits To Jumpstart Your Culture. So Who Are Some of The Speakers? I Hope So! .

Culture 40

Culture Competitive Advantage 2015 2012 40

Magellan Solutions

JULY 12, 2021

But thanks to the early response by companies and innovation such as AI and chatbots , there is only minimal impact to the industry. Other reasons for employee happiness are salary, benefits, leadership, career development, job security, culture, corporate values, training, work schedule, and immediate superior.

Call Center 52

Call Center Contact Center Hospitality Culture 52

Natalie Petouhof

FEBRUARY 2, 2016

It is being r ecognized for outstanding learning programs in two categories and for its contribution to developing innovative and business focused learning programs. Capgemini University won a gold medal for “ Software Engineer of the Future MOOC” in the ‘Best Unique or Innovative Learning and Development Program’ category.

2008 40

2008 E-support 2013 Innovation 40

Bold360

JULY 27, 2017

Historically, it’s rare to find such an assortment of attendees, yet more and more global companies are screaming out to be ‘disrupted’ from inside their own organisations by giving employees license to discover the next innovation for product/service evolution. Careers are made and broken from such bets. The tide is however changing.

Multi-Channel 40

Multi-Channel Events 2013 Innovation 40

SmartKarrot

JANUARY 5, 2022

This annual list has been compiled by the editorial team at SmartKarrot considering overall influence in the form of industry impact, community contributions, thought leadership, followership, and similar guiding criteria. He’s also the Senior Director of Customer Success Enablement and Thought Leadership at Oracle. Rick Adams.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

Customer Bliss

MAY 10, 2019

In some DHL centers where they have more space, they’ve created town halls, personal experience corners, and innovation corners. Scott Allison is a Scottish national who’s been living with his family in the US since 2013. Internally, Scott explains that they’re spending more time improving the employee experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media 2013 31

Customer Interactions

AUGUST 7, 2014

Chris demonstrated the powerful life-saving impact that dispatchers can have in another incident that occurred on May 2, 2013. In 2013, PCCSF, CO2 Christian Paquette was nominated for the Queen’s Diamond Jubilee Medal for his contributions to both public and police service excellence. But her contributions extend even further.

2014 31

2014 Telecommunications 2013 2012 31