ShepHyken

MARCH 27, 2017

Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. The post 5 Top Customer Service Articles For the Week of March 27, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

2017 83

2017 Article Net Promoter Score Customer Service 83

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. I’ve learned not to waste time on bad people or on bad experiences,” she said at the 2017 CS100 Summit. Learn more and register today.

Presentation 40

Presentation Leadership Customer Success 2017 40

Customer Bliss

DECEMBER 15, 2016

What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? Proactive experience reliability and innovation. One-company accountability, leadership, and culture. Align around experience. Building customer listening paths. This is a flaw.

Management 152

Management 2017 Books Metrics 152

Customer Bliss

NOVEMBER 23, 2016

Proactive experience reliability and innovation. One-company leadership, accountability, and culture. The Reality Check Audit And 2017 Goals. Come back to the office ready to close out the year strong and build even better customer experience in 2017. Those are: Customers as assets. Align around experience.

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Webinar 150

Webinar 2017 Financial Measurement 150

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Webinar 150

Webinar 2017 Financial 2018 150

Avaya

OCTOBER 2, 2017

One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. Some of the leading players in Europe are defining the way forward here, coming up with new and innovative ways to expand horizontally into new ventures. We look forward to seeing you there.

2017 43

2017 Technology 2005 Telecommunications 43

ijgolding

OCTOBER 2, 2017

It’s part of a broader celebration of Customer Experience Day 2017. On the 3rd October 2017, the world will once again celebrate CX Day. However – there is that word again – as I write this article in October 2017, there are 616 CCXPs globally. Check out posts from other bloggers at the blog carnival. Or even 1997?

2017 63

2017 Customer Experience Customer Experience Professionals 2027 63

Talkdesk

AUGUST 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Opentalk Session Host / Moderator: Jon Braga, Customer Experience, Innovator.

2017 40

2017 Call Center Consulting Customer Centricity 40

Talkdesk

AUGUST 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Opentalk Session Host / Moderator: Jon Braga, Customer Experience, Innovator.

2017 40

2017 Call Center Consulting Customer Centricity 40

Talkdesk

AUGUST 8, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. OpenTalk Session Host / Moderator: –> Jon Braga, Customer Experience, Innovator.

2017 40

2017 Call Center Consulting Customer Centricity 40

Customer Bliss

DECEMBER 20, 2016

A culture maven who believes Customer Obsession comes from the heart; success is simply unlocking the deep passion that lies within each of us by helping each person realize the important part they play in our Customers’ lives and servant leadership is a huge part of this. Interviewing Senior Leadership. You can grab it below.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Circular Edge

MARCH 4, 2024

upgrade to address current gaps and future proof their business by establishing the latest technology foundation for Continuous Innovation, including mobile, Orchestrator and RPA. “We Featured customer success stories have included bringing customers back from off maintenance, rolling out Orchestrations, upgrading 9.2

Transportation 52

Transportation Apparel Sports 2017 52

CX University

SEPTEMBER 11, 2018

The organization is also one of the only branches of government that pays its own bills, earning over $3 billion in revenue annually to support its staff and costs while providing vital services to the US innovation economy. Performance and accountability report, FY 2017 ” USPTO: Washington D.C. US Patent and Trade Office.

Management 209

Management 2006 2016 2018 209

Customer Bliss

DECEMBER 8, 2016

Then, for 2017, fix those issues. Office holiday party: Reliability and innovation. Then, on top of that, innovate a little bit. I’m riffing now, but be innovative. This is aligned with my idea of one-company leadership. Make a list of the issues by listening to those who attended. Photo booth.

2017 135

2017 Innovation Leadership Blog 135

Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. Who is listening to them and encouraging them to innovate around service? CX Investigators (@360Connext) October 4, 2017. But embracing that tension means innovating to the best possible solution. cxday #custexp pic.twitter.com/cxdCaGEpzn. Embrace the tension.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

CSM Magazine

FEBRUARY 28, 2020

We are delighted to bring the voice channel to this innovative and exciting partnership with Creative Virtual” says Piergiorgio Vittori, Spitch AG’s Global Business Development Director and Country Manager for UK, Ireland and Italy. “The

Virtual Agent 59

Virtual Agent Multi-Channel Banking 2019 59

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

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. Watch the webinar live on November 2, 2017 to get your questions about digital disruption answered live.

Hospitality 100

Hospitality Social Media 2012 2010 100

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. It’s about gaining leadership clarity and commitment to what you’re going to do. Is your customer strategy for 2017 ready and scalable? Leadership and employee teams should understand what the mission around the customer is. Customer strategy: Commit. They may push back.

Chief Customer Officer 197

Chief Customer Officer 2017 Leadership Customers 197

Lumoa

JUNE 23, 2021

To be more innovative, you need diversity of thought. New and innovative ideas One study showed that companies with more diverse management teams had 19% higher innovation revenues than those with below-average diversity scores. It’s becoming more and more important to develop and implement these initiatives in your CX team.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

CSM Magazine

FEBRUARY 28, 2020

We are delighted to bring the voice channel to this innovative and exciting partnership with Creative Virtual” says Piergiorgio Vittori, Spitch AG’s Global Business Development Director and Country Manager for UK, Ireland and Italy. “The

Virtual Agent 52

Virtual Agent Multi-Channel Banking 2019 52

Beyond Philosophy

AUGUST 2, 2017

They innovate. If you can scoop up these potential employee ambassadors and harness their positive energy into a leadership-type position for their millennial counterparts—and any less-than-enthusiastic Baby Boomer or Generation X co-workers too, for that matter—you could have a fantastic employee experience.

2016 121

2016 Leadership Employee Experience 2017 121

BlueOcean

MARCH 30, 2018

Let’s make sure our stakeholders and our senior leadership have a strong connection with this partner. When these teams meet, is there a tendency towards innovation, talk of collaboration? Yes, ROI is found in tangible dollars, but we’re also talking about factors such as customer satisfaction, innovation, process improvement and more.

Insights 184

Insights Contact Center Hospitality Culture 184

Gainsight

APRIL 26, 2023

With events across the globe connecting CS, Product, and Community professionals from all walks of life, Pulse Europe has become a home for innovation, education, and Human-First connections. But then for Pulse 2017, we got Vanilla Ice … FOR REAL! Your industry-leading thought leadership. Well, sorta.

2015 52

2015 2023 2013 2022 52

CX University

MARCH 22, 2018

How did the company come up with these incredible and courageous innovations? CEO Jeff Bezos explained: “We innovate by starting with the customer and working backwards,” “That becomes the touchstone for how we invent.”. Innovative thinker who focuses on ‘creating’, not ‘fixing’. March 2017. Accessed February 27, 2018.

Customer Experience 66

Customer Experience 2016 Customer Centricity E Commerce 66

Natalie Petouhof

MAY 20, 2017

Who thought of this innovation? At the same time, we wanted to be creative and innovative ,” he told Reuters. Where will the next source of innovation come from? Copyright 2017. Tweet If you thought vending machines were just for fast food, think again. They are now for fast cars. ” How does it work?

Innovation 45

Innovation Automotive 2017 Article 45

Gainsight

OCTOBER 10, 2023

That level of innovation is right around the corner. While it’s important to go to your leadership team to understand their goals related to customer acquisition, lifetime value, expansion , etc., If you’re ready to bring your digital academy to life, you’ll want to back it up with an innovative LMS from Northpass.

2028 52

2028 Healthcare Transportation Measurement 52

Clarivate

FEBRUARY 15, 2023

Our Top 100 Global Innovators report and list for 2023 is out. For 12 years, Clarivate has identified the companies and institutions whose research and innovation don’t just sit on the edge of possibility but define it. The Top 100 Global Innovators demonstrate the talent and judgement to lead, to create new possibilities and horizons.

2023 52

2023 Innovation Automotive 2017 52

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. After all, happy agents mean happy customers.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Provide Support

MAY 4, 2016

Customer experience is now winning the leadership race to become the main business differentiator. According to Gartner , by 2017, 50% of consumer product investments will be redirected to customer experience innovations. Key Aspects of Customer Service Agent Training. The need is becoming more acute and palpable.

Customer Service 44

Customer Service 2003 2015 2016 44

Alida

OCTOBER 15, 2017

Vision Critical (@visioncritical) October 11, 2017. Brittany Wong (@brittanywong) October 11, 2017. At CX and the City, the CX leadership panel including Midea Group, StarHub and Changi Airport Group explored challenges, learnings and best practices on leading a CX transformation. The secret?

Competitive Advantage 100

Competitive Advantage 2025 2017 Customer Journey 100

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

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Customer Experience measurement programs like mystery shopping can help brand leadership retain a consistent identity throughout all levels of the organization by offering unbiased branch performance data.

Brands 74

Brands Measurement Magazine Customer Centricity 74

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Much of the improvement has been driven by advancements in product innovation and digital technology. Customers want unique, special and innovative.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

PK

APRIL 16, 2018

Lenati’s team has a deep understanding of how to help clients innovate and build market leadership by using data to dive deep into the customer experience to build effective and engaging experiences.”. The Carlyle Group became a major investment partner for ProKarma in 2016, enabling continued growth and focus on innovation.

Telecommunications 40

Telecommunications Competitive Advantage Transportation Consulting 40

Alida

SEPTEMBER 20, 2017

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” In fact, twice as many brand scores fell as rose.

Leadership 227

Leadership 2016 Insurance 2017 227