Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. What tops my CX list this year is focusing on LEADERSHIP. And, I’ll do you one better.

2019 92

2019 Customer Experience Leadership Webinar 92

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Leveraging only part of a Customer Experience Management tool We’ve come a long way from the first customer feedback tools.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

ShepHyken

DECEMBER 18, 2020

However, I do recall ending 2019 with a very positive outlook on the year ahead. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. In 2019, leaders often viewed convenience-oriented technologies as “nice to haves.”

Leadership 73

Leadership Customer Experience 2020 2019 73

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

Management 156

Management Social Media Call Center Connections 156

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” This starts during the hiring process.

Leadership 52

Leadership 2020 Culture 2019 52

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. HR – staff engagement/talent/culture/performance management. DataScience. #HR

2019 66

2019 Leadership Culture Customer Centricity 66

Oracle

FEBRUARY 19, 2019

To me, customer experience is about managing every opportunity we have to create, or lose, trust with our buyers. And as we head into 2019, trust is at an all-time low. Trust will be the #1 charter of the CMO in 2019. No trust = no deal. The scope of the trust deficit. CMOs are feeling the pressure.

2019 96

2019 B2B 2018 Loyalty 96

CloudCherry

NOVEMBER 11, 2019

When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership.

2019 170

2019 2020 Leadership Consulting 170

Answer Dash

FEBRUARY 20, 2019

(This article was originally published at IT-Online - The daily IT news publisher) Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner.

2019 78

2019 Customer Service Leadership Technology 78

Oracle

JULY 25, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Learn from the Oracle product leadership about the latest innovations in commerce, CPQ, loyalty, and subscription offerings.

2019 60

2019 Omnichannel Innovation Retail 60

ShepHyken

JUNE 10, 2019

My Comment: The tragedy of the two Boeing 737 Max panes has put Boeing into crisis management mode. At some point, most companies will be forced into managing a crisis. This is an excellent article that breaks down the way leadership has managed the Boeing crisis. Follow on Twitter: @Hyken.

Article 112

Article 2019 Customer Service Customer Service Training 112

Thematic

MAY 22, 2019

CXPA 2019 – Source. CX professionals at CXPA 2019 – Source. To give your CX team visibility and attention in front of company leadership, making CX initiatives easy to digest and actionable will provide you considerable leverage when asking for additional funding and resources.

2019 97

2019 ROI Metrics Hospitality 97

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. Careful end-to-end change management is a must when working to position CS as a profitability center. As a part of change management , e xecutive, CSM and client buy – in is essential.

2019 75

2019 E-support Chief Customer Officer Events 75

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! So, what’s the solution?

Metrics 62

Metrics Management ROI Effort Score 62

Innovative CX

SEPTEMBER 14, 2023

Corporate Social Responsibility and Experience Management = Better Brands Are you incorporating the principles of corporate social responsibility into your experience management strategy? I teach a global operations strategy graduate course at the University of Minnesota’s Carlson School of Management. If it is, great!

Management 52

Management Definition NPS Financial 52

CloudCherry

NOVEMBER 3, 2019

“Basically, be a heart with ears”… …One of my favorite quotes from this week’s “Sweets of CX” guest- Customer Experience Manager for NumberBarn , co-founder of CustomerServiceLife.com , certified health coach, CloudCherry’s 2019-2020 CX Influencer Champ, and the founder of Jenny Dempsey Wellness – Miss Jenny Dempsey herself.

2019 150

2019 2020 Workshop Insurance 150

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. It has to go beyond a mission statement to cover actual behaviors on a day-to-day basis.

2019 60

2019 Customer Service Contact Center Customer Centricity 60

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. The 2019 APPEALIE SaaS Award winners are presented below. . OVERALL SAAS AWARD WINNERS. SAAS MARKETING LEADER AWARD WINNERS.

2019 45

2019 Net Promoter Score Leadership NPS 45

Oracle

AUGUST 5, 2019

As part of our Burning Questions Series, SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to understand what kinds of skills and study will be crucial for those looking to make headway in their own customer experience organizations. Laurie Simpter, Senior Manager of Customer Relationship, Pier 1.

2019 67

2019 Technology 2020 Leadership 67

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. In this role, he leads all aspects of Ellucain’s global Customer Success, Professional Services, and Technology Management organization. So, without further ado… .

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Luckily, there are a few ways to manage uncertainty—and its related risk. The manager has a phrase I quite like that applies here. I even told my training manager to put on his researcher hat.

Management 143

Management Consulting Banking 2019 143

Experience Investigators by 360Connext

JUNE 13, 2023

Where this vital function should sit in their organizational structures is the lingering question of customer experience management. In fact, Gartner’s 2019 CX Management Survey indicated that less than 46% of CX leaders report directly to the CEO, underscoring the strategic importance placed on this function. So they do!

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

West Monroe

FEBRUARY 8, 2019

Happy 2019! As customer experience (CX) professionals, 2019 is a critical year to demonstrate and articulate the tangible benefits and value of CX in our organizations. 2019 will be the ”show me” year for CX executives. 2019: The “Show Me” Year. New Year, New CX?

2019 45

2019 2018 Employee Experience Metrics 45

Customer Bliss

MARCH 21, 2019

I encourage you to watch the full interview below, as Horst, who’s been deemed “corporate hotelier of the world“ by HOTELS Magazine, shares wisdom that transcends hotel management and can be employed by CX practitioners in any establishment where customers are being served. And how did he do this?

Hotels 192

Hotels Employee Experience Leadership Magazine 192

West Monroe

JUNE 27, 2019

Attending the Gainsight Pulse 2019 conference was a clarifying moment for anyone uncertain if the customer success mandate has reached maturity. The question of whether CSMs should be responsible for managing renewals was discussed at great length but without a simple and universal answer.

2019 40

2019 Customer Success ROI Customer Centricity 40

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

Ecrion

FEBRUARY 14, 2019

Ecrion Software, a leader in the document production and CCM spaces, today announced it has restructured its Leadership Team in an effort to better align the company as it sees increased global growth. The restructuring of the Ecrion leadership team is focused on improving and further aligning sales, operations and marketing.

Leadership 40

Leadership CEM Document Insurance 40

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). No matter how you calculate it, presenting leadership with the ROI of the customer experience will yield ROI in and of itself. Wondering how to get leadership buy-in for VoC? Start with the facts.

Leadership 70

Leadership ROI CEM 2001 70

CloudCherry

FEBRUARY 6, 2020

No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week. After all, he wrote the book. (No So, where DO things currently stand in terms of IT and CX?

Books 195

Books 2019 Customer Centricity 2020 195

Qualtrics

APRIL 30, 2019

For example, how confident are employees in your leadership ability? According to research from Qualtrics , confidence in company leadership is pivotal in driving employee engagement. If having confidence in leadership is a key driver of success, then how can leaders ensure that they have the full confidence of their employees?

Leadership 36

Leadership 2019 Culture Engagement 36

CSM Magazine

NOVEMBER 3, 2022

Reputation , the global leader in reputation experience management, today welcomes Liz Carter as its new Chief Marketing Officer. ” An experienced marketing leader, Liz has built and managed high-performing teams that deliver results across demand generation, communications, corporate events, field marketing and thought leadership.

Marketing 52

Marketing Events Leadership 2017 52

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., However, nearly half of CX teams only have “traditional (static) knowledge management systems” available to them. All employees want to know that their work and efforts are being appreciated by leadership and the company as a whole.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

CloudCherry

NOVEMBER 11, 2019

According to some of our 2019-2020 CX Championship Judges, it comes down to a few very important things. Without further ado, our 2019-2020 1 st Place CX Champion, in the role of Practitioner, is…drum roll, please… JANET PRETEROTI – AVP, Member Experience at Clearview Federal Credit Union. Hmmm…sounds like CX to me.

2019 150

2019 2020 Demo Connections 150

ClientSuccess

AUGUST 17, 2019

As a management consulting and training organization, SuccessHACKER deals in all things post-sales. Executives and board members are more accepting of the fact that it can take 10 months to just get onboarded, especially if you are in a senior leadership role. Getting Ready for CS100.

2019 41

2019 Consulting 2015 Books 41

ClientSuccess

AUGUST 7, 2019

Founded by Kristen Hayer in 2015, The Success League is a customer success consulting firm dealing in leadership consulting, training, and coaching. The Success League team works with leaders and managers to identify areas of challenge, growth, and opportunity. Looking Forward to the Future of an Industry.

2019 41

2019 Consulting Leadership Customer Success 41