ShepHyken

NOVEMBER 28, 2016

Recent research found that as of 2016, almost 90 per cent of companies believe they are competing mostly on customer experience, as opposed to only 36 per cent at the start of the decade. This article is essential reading for anyone in leadership and management. You May Be Thinking about Customer Experience All Wrong by Danny Wong.

2016 110

2016 Article Customer Service Social Media 110

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. The post 5 Top Customer Service Articles For the Week of October 31, 2016 appeared first on Shep Hyken. 23 Interview Questions You Should Ask Every Customer Service Candidate by Mathew Patterson.

2016 124

2016 Article Customer Service Hotels 124

Experience Matters

SEPTEMBER 1, 2016

Temkin Group has labelled 2016 The Year of the Emotion for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].

2016 85

2016 Leadership Customer Experience Customer Experience Professionals 85

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. Episode Overview. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix.

Leadership 0

Leadership Customer Experience 2013 2011 0

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

2016 60

2016 2002 Insurance Books 60

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region. www.johnpaul.com.

Leadership 40

Leadership Automotive Hospitality Travel 40

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

2016 74

2016 B2C 2015 B2B 74

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Companies will recognize this opportunity and dramatically increase their focus on emotion in 2016. Effort Metric Expanding.

2016 45

2016 Customer Experience Customer Journey Mapping Contact Center 45

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. New this year, the event features a Leadership Summit in addition to the Awards Luncheon.

2016 40

2016 Marketing Events Leadership 40

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. This simple statement signified the beginning of an authentic relationship between DTE workers and leadership, which continues to generate value for the company today.

Leadership 68

Leadership Insurance Engagement 2018 68

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Wondering how to get leadership buy-in for VoC?

Leadership 70

Leadership ROI CEM 2001 70

ShepHyken

MAY 30, 2016

Leadership, which includes all members of the C-Suite, must define, communicate and be role models for an organization’s customer service and experience initiative. The post 5 Top Customer Service Articles For the Week of May 30, 2016 appeared first on Shep Hyken. It starts at the top. It all starts at the top!

2016 72

2016 Article Customer Service Competitive Advantage 72

ijgolding

JUNE 14, 2016

Leadership commitment 8%. Lack of leadership – and inability to translate Customer Experience into commercial benefits 11%. The post Customer Experience Commitment – 2016 Customer Centricity Research Findings appeared first on IJ Golding.

Customer Centricity 56

Customer Centricity 2016 Customer Experience Definition 56

CX University

SEPTEMBER 11, 2018

In 2016, they lost 340 patent examiners, allowing them to boast a 96% retention rate. Town hall meetings are held on an organizational level and at a functional level, giving leadership a bird’s-eye view of engagement and morale. Preparing Your Employment Value Proposition for 2016.” Corporate Executive Board, The.

Management 209

Management 2006 2016 2018 209

Customer Bliss

MARCH 29, 2017

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. I came to understand that leadership, integrity, and honesty of purpose is what you do when no one is watching. Being a Balanced Leader.

Leadership 208

Leadership Culture Telecommunications Customers 208

Customer Bliss

OCTOBER 10, 2017

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). 2014-2016: The initial roll out of services and experiences. 2016-2018: Excellence around execution. Maury is very active in the community.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Customer Bliss

JANUARY 11, 2018

According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it). Why is the CCO role so important? 4 Culprits That Hinder Customer-Driven Growth. #1. How to Build Your Customer-Driven Growth Engine.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016.

2016 43

2016 Omnichannel ROI Culture 43

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” It is through “otherness” and service that we matter!

2016 45

2016 2001 Social Media Books 45

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. As a form of summary, we’ve compiled some of the most memorable quotes from TOPO Sales Summit 2016. Click to Tweet.

2016 40

2016 Sales Workshop Download 40

Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. I call this one-company leadership. Moving Towards One-Company Leadership For Organizational Decision-Making. The first step in that process is connecting silos, or moving towards one-company leadership.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Provide an organization chart and bios of senior leadership and program management resources who could be assigned to our program.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. Virtually all industries saw some form of consolidation in 2016. Martech consolidation: What 2016’s billion-dollar acquisitions mean for buyers. RELATED RESOURCES.

2017 0

2017 E Commerce 2016 Social Media 0

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

2016 40

2016 Innovation Contact Center Customer Satisfaction 40

Customer Bliss

APRIL 27, 2016

But if you want to improve listening skills — of your leadership, or your team, or another subset — towards customer growth, how do you do that? Improve Listening Skills: Your Company’s Leadership. I’ve also written about growing leadership listening skills before, so check out that post as well.

Leadership 173

Leadership Social Media 2016 Customers 173

Customer Bliss

OCTOBER 4, 2016

Duygu has 15+ years of leadership experience in enterprise technology with a strong track record of growing 100+ million dollar B2B technology businesses with full P&L responsibility. Duygu has only been in her role at Reval recently; she began in 2016 (i.e. This is why I often talk about “one-company leadership.”

Customer Success 166

Customer Success 2016 2013 Metrics 166

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. BTW the Waldorf Astoria has great customer service!!!).

2016 60

2016 B2B B2C Customer Success 60

Customer Bliss

OCTOBER 13, 2016

As we all know, though, customer defection does happen — and often it happens because of unclear issues around that same leadership. In a large, enterprise-type organization, your culture is modeled and driven by the behaviors of your senior leadership team. Preventing customer defection: Align the leadership team.

Leadership 162

Leadership Culture 2016 Metrics 162

Beyond Philosophy

DECEMBER 8, 2015

The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? This, as noted, is the tip of the employee emotion, attitude, and behavior research insights iceberg. There’s a lot more to tell. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

2016 68

2016 Customer Experience Insurance Leadership 68

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 87

Customer Connectedness 2016 Customer Experience Customer Centricity 87

Customer Bliss

JANUARY 3, 2017

He claims that leadership of a department (i.e. One of the things I was most proud of in 2016 (a goal I achieved!) In fact, here’s a list of some of the big 2016 lessons I learned creating this podcast. (For another good read on all this, try this New Yorker profile of Sam Altman.). Quick interlude: My podcast.

2017 183

2017 2016 Leadership Culture 183

Alida

MARCH 10, 2017

Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. CX programs require strategy and leadership from the top. According to Bliss , “the CCO is not the owner but the enabler of having one company perspective, uniting the leadership team and embedding competencies.”.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 124

Chief Customer Officer 2011 2006 Magazine 124

Alida

OCTOBER 13, 2016

At the 2016 Customer Intelligence Summit , two innovative brands shared how they’re taking advantage of this trend. Build thought leadership and brand awareness. Vision Critical (@visioncritical) September 20, 2016. Here are some highlights from the session. mrx #NewMR pic.twitter.com/SyP1W0ivR0.

Marketing 235

Marketing Feedback E Commerce Advertising 235

delighted

JUNE 24, 2020

To help you get started in mastering your own employee experience, we will break down what employee experience is, why it’s important for customer experience, and how leadership and measurement are necessary to take your employee engagement to the next level. Do employees feel heard by leadership? Start with leadership.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Culture 105

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Kerry Bodine

JUNE 20, 2015

Design Management Institute’s Design Leadership Conference. CXPA’s 2016 US Insight Exchange. May 3 – 4, 2016. March 21 – 23, 2016. June 8 – 10, 2016. September 27 – 29, 2015. New York City. Service Design Network’s Global Conference. October 2 – 3, 2015. New York City. October 8, 2015. Copenhagen.

Events 97

Events 2015 2016 CEM 97