Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. I think it’s important to recognise that this is not about customer ownership…the CCO is not the owner but the enabler of having one company perspective, uniting the leadership team and embedding competencies.

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Experience Matters

FEBRUARY 8, 2018

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. In this infographic, we examine 12 factoids on CX ratings, people, and leadership. The initial infographic examined CX efforts and ROI. jpg format, in .pdf poster: in .jpg

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Leadership 2017 Download ROI 82

Michelli Experience

DECEMBER 27, 2016

Who in the world wants to follow you or that leadership team if your aspiration is so timid. In 2017, why not set a new standard for experience delivery? Horst, in his charming yet forceful clarity replied, “That is exactly your shared problem. Who wants to only remove some of the pain, some of the time, for some of those they serve?”.

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Customer Bliss

JANUARY 3, 2018

I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. In this episode replay, I chat with Catherine Courage , the VP of Ads and Commerce User Experience at Google about how she created the path of her CX leadership role. Happy New Year!

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Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

Talkdesk

SEPTEMBER 25, 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. Here’s more information on one of the videos available in this library.

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2017 Customer Centricity Customers Customer Service Strategies 80

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. We love her recent blog on what CX will look like in 2017. Bill is an award-winning writer on the topic of customer service leadership for managers, as well as customer experience for staff on the front lines.

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2017 Customer Experience Books Consulting 91

Bold360

JUNE 22, 2017

Nanorep is Gearing Up for Chatbot Summit Berlin 2017, Attending as Sponsors, Speakers, and Looking Forward to Meeting You at Booth 31. Nanorep is gearing up for Chatbot Summit 2017 , taking place in Berlin Germany on June 26th. Come check us out at Booth 31, and introduce yourselves! We hope to see you there.

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2017 Presentation Leadership Technology 69

Provide Support

JUNE 1, 2017

5 Tips for Effective Leadership in Customer Service. In one of my previous articles, I have also touched on the topic of Servant Leadership in customer service. Today in this blog post, I would like to delve into another couple of points related to leadership in customer service and put together some inspiring food for thought. (.).

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ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Forbes) While attending CES 2017 in Las Vegas, I spent a lot of time meandering around slot machines looking for meeting rooms, restaurants and taxi stands. It starts with you.

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2017 Article Customer Service Customer Service Training 69

CX University

APRIL 2, 2024

IBM and Globoforce (2017) note that organizations must pay attention to three vital areas. In their rebellion, they noted how much they loved their customers, but they could no longer accept the failure of leadership to recognize that employees were underpaid and overworked. They posted a letter explaining their decision to leave.

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Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

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ijgolding

JULY 25, 2017

Leadership-Employee ‘Misconnection’. However senior I seemed to become, the less connected to leadership I appeared to be. I have written many times before about my view of Jack Welch and his brand of ‘transformational leadership’. Fast forward to 2017. I would have had even less of an idea who was running RBS itself.

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Customer Centricity Leadership Connections 2017 68

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.

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Leadership Insurance Engagement 2018 68

Talkdesk

OCTOBER 9, 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. The post Opentalk 2017: Creating Customers For Life appeared first on Talkdesk.

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2017 Chief Customer Officer Metrics Customer Centricity 40

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.

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Presentation Leadership Customer Success 2017 40

Talkdesk

OCTOBER 23, 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. Here’s more information on one of the videos available in this library.

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2017 Customer Experience Government Loyalty 40

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Servant Leadership. In my next book which will be published in 2017, Employee Ambassadorship: Optimizing Stakeholder-Centric Behavior from the Inside-Out and Outside-In , many of these issues are being addressed. Michael Lowenstein, Ph.D., Recalling the work of W.

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ShepHyken

MARCH 27, 2017

(Callminer) From hiring for the right fit to effective training, motivating and engaging your team, workforce management, and more, we’ve rounded up 101 tips and sage advice from some of the most influential leaders in call center management, leadership, customer service, and more. My Comment: This is a HUGE list of 100 tips.

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2017 Article Net Promoter Score Customer Service 83

Talkdesk

JULY 28, 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. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk.

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2017 Metrics Customer Centricity Sales 40

Talkdesk

JULY 28, 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. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk.

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2017 Metrics Customer Centricity Sales 40

Talkdesk

OCTOBER 23, 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. Here’s more information on one of the videos available in this library.

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2017 Customer Experience Government Loyalty 40

ShepHyken

AUGUST 14, 2017

My Comment: It seems surprising to me that a company’s leadership would question the importance of customer experience, but some do. The post 5 Top Customer Service Articles for the Week of August 14, 2017 appeared first on Shep Hyken. The answer lies in improving Customer Experience (CX). Follow on Twitter: @Hyken.

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2017 Article Customer Service Retail 79

Talkdesk

JULY 7, 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. To see this video and more like it, visit the Opentalk 2017 video library by clicking the button below.

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2017 Net Promoter Score Customer Centricity Financial 40

Talkdesk

AUGUST 23, 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. You can catch more videos like this one, visit the Opentalk 2017 video library by clicking the button below.

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2017 Customers Customer Centricity Leadership 40

Talkdesk

JULY 13, 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. You can catch more videos like this one, visit the Opentalk 2017 video library by clicking the button below.

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2017 Retail Entertainment Hotels 40

Clicktools

JULY 19, 2017

We’re really excited to announce that SAP CEO Bill McDermott will deliver the keynote speech at C3 2017. From his humble start to his current success, Bill has shown that hard work, thoughtfulness, attention to details, and leadership make all the difference. where he led the company’s core operations.

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2017 2014 Leadership Books 45

ShepHyken

MARCH 20, 2017

Commercial Integrator) At this year’s Business & Leadership Conference, Bob Lobascio, James Kane, Michael Shinn and Jay Myers said it’s time to ditch your old sales tactics and start focusing on building strong, meaningful customer relationships in order to grow your business. Jeannie Walters reports on the current state of AI.

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2017 Article Customer Service Social Media 75

ShepHyken

JUNE 5, 2017

That’s the leadership question. The post 5 Top Customer Service Articles For the Week of June 5, 2017 appeared first on Shep Hyken. (Marketing Week) Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it.

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2017 Article Airlines Customer Service 74

Experience Matters

FEBRUARY 16, 2017

As part of Temkin Group’s celebration of 2017 as The Year of Purpose, I interviewed Tom Feeney, President & CEO of Safelite Group. Temkin Group defines purposeful leadership as operating consistently with a clear, well-articulated set of values. That also describes Tom.

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Leadership 2017 Customer Experience Customers 48

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

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2017 B2C 2016 B2B 48

CloudCherry

SEPTEMBER 1, 2019

Prior to joining Tethr , Matt was a Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, held numerous global leadership roles in research, product development and management for CEB, now Gartner.

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ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. I discussed 5 key learnings of emotion, knowledge, commitment, governance and leadership. Simplify, simplify, simplify!

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2017 Customer Experience 2016 Customer Centricity 59

Talkdesk

AUGUST 2, 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. You can catch more videos like this one, visit the Opentalk 2017 video library by clicking the button below.

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2017 B2B B2C Customer Centricity 40

Talkdesk

AUGUST 2, 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. You can catch more videos like this one, visit the Opentalk 2017 video library by clicking the button below.

2017 40

2017 B2B B2C Customer Centricity 40

Talkdesk

JULY 18, 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. You can catch more videos like this one, visit the Opentalk 2017 video library by clicking the button below.

2017 41

2017 Banking Customer Centricity Communication 41

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?

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2017 Customer Experience Customer Experience Professionals 2027 63

Talkdesk

OCTOBER 3, 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. You can catch more videos like this one, visit the Opentalk 2017 video library by clicking the button below.

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