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

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

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. The program focuses on actions taken to address challenges above measurable results. US Patent and Trade Office.

Management 209

Management 2006 2016 2018 209

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

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

Gainsight

OCTOBER 10, 2023

That said, the current use cases primarily revolve around a handful of core functions: chat-based support, measurement, and content. Measurement: Instead of sifting through reporting, AI tools will show relevant metrics on learner-level engagement and content impact. That level of innovation is right around the corner.

2028 52

2028 Healthcare Transportation Measurement 52

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? Blue Ocean: Return on investment is crucial, but its measurement isn’t always tangible. This post was originally posted on April 18th, 2017.

Insights 184

Insights Contact Center Hospitality Culture 184

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

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

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

SurveySensum

JULY 10, 2023

To build a customer-centric culture in your retail store, you need to begin with strong leadership that sets the tone. Also, create a positive work environment where happy employees foster teamwork, innovation, and personal growth, going the extra mile to enhance customer satisfaction. If not, then it’s high time.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Oracle

NOVEMBER 6, 2018

SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. Moat actually came through Oracle Data Cloud via an acquisition last year in 2017. Watch our interview with Callie and read the transcript below.

Advertising 76

Advertising 2017 2018 Measurement 76

Customer Alignment

MARCH 2, 2018

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. She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around. In the U.K,

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) One of the greatest responsibilities of the CIO involves implementing the highest security measures and taking every security precaution possible.

Technology 74

Technology Marketing 2017 Social Media 74

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

C Space

MARCH 7, 2019

In 2017, he won the MRS Best Agency Award as C Space London’s joint-managing director, along with Felix Koch. I n a leadership meeting last week, I confessed that I sometimes add things to my to-do list that I’ve already done, just to tick them off. After nearly three decades in senior leadership roles at GE and NBC.

Culture 80

Culture Apparel Retail Advertising 80

Storyminers

MAY 21, 2020

This post first appeared in CMO Australia in late 2017. We are in a period of intense change; you have to be constantly innovating, trying new things, restructuring. So they’re putting in tool, systems and approaches that yield short-term benefits that can be measured. Thanks to Nadia Cameron for a great interview!

Culture 59

Culture Voice of Customer Fashion 2017 59

SurveySensum

JULY 10, 2023

To build a customer-centric culture in your retail store, you need to begin with strong leadership that sets the tone. Also, create a positive work environment where happy employees foster teamwork, innovation, and personal growth, going the extra mile to enhance customer satisfaction. If not, then it’s high time.

Retail 40

Retail Customer Service Exceptional Customer Service Customer Centricity 40

Beyond Philosophy

DECEMBER 20, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Again, employee engagement can impact corporate profitability at the macro level (as much as three to four times higher for top-scoring engagement companies compared to those on the bottom half of companies using this measure); and that’s one of the really valuable results it provides.

2006 68

2006 2012 Consulting 2017 68

Second to None

APRIL 3, 2018

Transitioning your emerging brand into an organization with staying power in an industry with such high turnover rates requires consistently measuring the customer perception of the overall experience you provide, as a tool to understand and act on these evolving preferences.

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

CX University

JULY 24, 2018

The case study I would like to bring to your attention, Mayo Clinic, has sustained a Top 100 Best Place to Work ranking for its 63,000 employees over 14 consecutive years (Fortune, 2017). Nowhere is this tie stronger than at Mayo Clinic, one of the most successful and innovative healthcare providers in the world. New York, NY, 2017.

2017 63

2017 Definition 2016 2018 63

Qualtrics

NOVEMBER 19, 2019

I think a key underrated leadership quality is curiosity. If you get people right, you’re going to have the best innovation, best technology, and best products.”. Read more: Why HR is the ‘secret sauce’ for innovation. Read more: How to think bigger about leadership. – Karalyn Smith, Chief People Officer at Sephora.

2020 31

2020 Management Chief Customer Officer Healthcare 31

ClientSuccess

JANUARY 31, 2018

ClientSuccess hosted Boaz Maor, VP of Customer Success of OpenGov and the 2017 Customer Success Innovator of the Year , for this month’s customer success webinar series: How to Build Out Your Customer Health Score Using the Customer Maturity Index. Webinar Details.

Webinar 40

Webinar Customer Success 2018 Demo 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Very briefly, at CX Workout we provide a combination of software, research services, and design consulting that helps our clients achieve measurable results in about half the time over traditional methods. Digital Transformation and Digital Leadership. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Very briefly, at CX Workout we provide a combination of software, research services, and design consulting that helps our clients achieve measurable results in about half the time over traditional methods. Digital Transformation and Digital Leadership. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Very briefly, at CX Workout we provide a combination of software, research services, and design consulting that helps our clients achieve measurable results in about half the time over traditional methods. Digital Transformation and Digital Leadership. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

Natalie Petouhof

SEPTEMBER 12, 2018

If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. MIT Sloan and BCG Study, 2017. Step 1: Focus AI on Metrics that Matter. 1) First step?

Customer Service 89

Customer Service E Commerce Average Handle Time Metrics 89

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. The core business had its hands full.

2017 40

2017 Innovation Technology Books 40

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. The core business had its hands full.

2017 40

2017 Innovation Technology Books 40

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. The core business had its hands full.

2017 40

2017 Technology Innovation Books 40

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. 2017 Best Customer Success Management Solution. SIIA’s 2017 Business Technology CODiE Award winners are some of the most innovative products impacting businesses across the world.

2017 40

2017 Customer Success Management Demo 40

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. We are in a period of intense change; you have to be constantly innovating, trying new things, restructuring. So they’re putting in tool, systems and approaches that yield short-term benefits that can be measured. Thanks to Nadia Cameron for a great interview!

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. We are in a period of intense change; you have to be constantly innovating, trying new things, restructuring. So they’re putting in tool, systems and approaches that yield short-term benefits that can be measured. Thanks to Nadia Cameron for a great interview!

Culture 40

Culture Voice of Customer Fashion 2017 40

ijgolding

JANUARY 18, 2018

My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world. On CX Day, in October 2017, I wrote another article that started to voice my concerns about the ‘direction of travel’ for Customer Experience as a discipline and a profession. “The

Customer Experience 0

Customer Experience 2017 Government 2010 0

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. Customers want unique, special and innovative.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64