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.

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2019 Customer Experience Leadership Webinar 92

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. This conference was as much about people as it was about technology! DataScience. Transformation.

2019 66

2019 Leadership Culture Customer Centricity 66

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

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Books 2018 2019 Customer Experience 159

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

ShepHyken

JANUARY 28, 2019

My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is. And, something I noticed… the technology space, which includes internet, cable and cellular, is no longer one of the top one or two worst service providers.

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2019 Article Social Media Customer Service 99

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

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Communication Technology Culture Employee Experience 93

ShepHyken

NOVEMBER 11, 2019

The ability to identify a customer is a powerful opportunity for personalization that, thanks to today’s CX technology, is starting to become more and more common. CIO) Create customer-centricity by delivering seamless experiences, leveraging IT’s unique insights, and evolving your leadership mindset. Follow on Twitter: @Hyken.

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Article 2019 Customer Service Customer Centricity 90

Thematic

MAY 22, 2019

CXPA 2019 – Source. CX professionals at CXPA 2019 – Source. Cultural difference, incongruent technology stacks, and other difference will make it challenging to copy paste existing frameworks. The post The 3 Biggest Challenges Facing CX Teams In 2019 appeared first on Thematic. AirBnB HQ – Source.

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2019 ROI Metrics Hospitality 97

Oracle

FEBRUARY 19, 2019

And as we head into 2019, trust is at an all-time low. Trust will be the #1 charter of the CMO in 2019. Whereas in prior years, our biggest challenge may have been differentiation and earning the attention of distracted buyers (both still a struggle), in 2019, differentiation is not enough, and earning attention is not enough.

2019 96

2019 B2B 2018 Loyalty 96

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. The post 5 Must-See Commerce Sessions at Oracle OpenWorld 2019 appeared first on SmarterCX.

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2019 Omnichannel Innovation Retail 60

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. Request a demo.

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2019 2020 Leadership Consulting 170

ShepHyken

MARCH 18, 2019

When I speak at conferences in front of an organization’s leadership, I’m almost always asked about how to build the customer-foc used culture. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. you must be sure to have a seamless switch to a human support agent to back up the technology.

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2019 Article Net Promoter Score Customer Service 88

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. When determining the technology that can best support your team, step back and consider your end goal s. An effective champion is more than just access to senior management.

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2019 E-support Chief Customer Officer Events 75

Oracle

MARCH 11, 2020

Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. Jeanne Bliss. Blake Morgan.

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2020 Technology Chief Customer Officer Customer Journey Mapping 83

Comm100

MAY 21, 2019

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar with, the Expo contained a lot of fresh topics and technologies too.

2019 58

2019 Contact Center NPS Culture 58

Oracle

MARCH 4, 2019

Here are 4 tips for improving the digital customer experience in 2019. In an interview for this article, Antonia Hock, the Global Head of The Ritz-Carlton Leadership Center , says, “Too often, chat windows open with the standard text, ‘How may I help you?’ Identify and audit customer journeys for ease.

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2019 Customer Experience Feedback Customer Journey 110

ShepHyken

APRIL 22, 2019

HBR) It is clear that these technologies are less expensive to offer than human support. My Comment: If you want the service culture in an organization to change, it must start at the top with leadership. Leadership must recognize that service transformation is a “competitive must” and a strategic asset. Shell and Ryan W.

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Article 2019 Customer Service Competitive Advantage 78

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. Understand how technologies can shape their customer experience.

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2019 Technology 2020 Leadership 67

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. Set up recognition programs, with the right metrics, to really increase morale - not just of the winners but of the entire team.

2019 60

2019 Customer Service Contact Center Customer Centricity 60

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.

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2019 Customer Experience Insurance Retail 82

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. Trend #5: Experimenting and investing in emerging technologies to deliver a more seamless experience.

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2019 2018 Employee Experience Metrics 45

ClientSuccess

DECEMBER 4, 2018

What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019? In order to truly set your team up for success in 2019 and beyond, here is a quick list of the top 5 things to do as a leader in the month of December.

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2019 Customer Success 2018 Culture 63

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

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

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?

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Books 2019 Customer Centricity 2020 195

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

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. Amir Siddiqi, Chief Customer Officer, CentralSquare Technologies. ” Follow Jennifer on LinkedIn.

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2022 Customer Success Chief Customer Officer Leadership 98

Oracle

MAY 30, 2019

” At Oracle Modern Customer Experience 2019, we met with Mick for a Facebook Live discussion about his keynote speech at ModernCX, the inspiration behind his organization, and his passion for making the impossible possible through technology. .” We’ll jump on that and dog pile that using technology to solve it.

Leadership 40

Leadership Customer Experience 2019 Hotels 40

Experience Investigators by 360Connext

JUNE 13, 2023

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. According to a survey conducted by Getfeedback in 2021 , 20% of CX professionals sit in the operations department under an Information Technology (IT).

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Customer Experience Chief Customer Officer Culture Customer Centricity 162

ClientSuccess

AUGUST 17, 2019

Instead of simply replacing all FTEs to make room for automation, technology is making it possible for these people to do their jobs more efficiently. . 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.

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2019 Consulting 2015 Books 41

Answer Dash

JANUARY 1, 2019

(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation.

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Contact Center 2019 Demo Article 67

Gainsight

JANUARY 8, 2019

Build up those knowledge reserves by attending these can’t-miss conferences of 2019. Technology & Services World (TSW) | May 6-8, San Diego, CA. TSW, hosted by Technology Services Industry Association (TSIA) covers a wide variety of topics like customer success, expansion selling, support/field/professional services, and beyond.

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Events 2019 B2B 2018 45

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. This means that customer success leaders need to be focused on the business outcomes for the customers and cross-functional leadership. Looking Forward to the Future of an Industry.

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2019 Consulting Leadership Customer Success 41

inmoment

JUNE 17, 2019

The 2019 CX Trends Report conducted by InMoment suggests that despite evolving conversations around CX, companies are struggling to balance their own needs and changing customer preferences. AI and other shiny new technologies are stealing brands’ attention (and dollars). Dismissing the Human Factor.

2019 53

2019 Customer Experience White Paper Definition 53

The DiJulius Group

SEPTEMBER 4, 2019

October 2019 Greenleaf Books) “The world is becoming a little less human, and that has a cost. The post How To Win The Technology Revolution appeared first on The DiJulius Group. The following is content taken from John’s new book The Relationship Economy, Building Stronger Customer Connections In The Digital Age. Read Full Article.

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Technology 2019 Books Article 40

CSM Magazine

NOVEMBER 3, 2022

.” 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. She joins Reputation from ServiceMax, where she most recently led the organization’s global marketing function.

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Marketing Events Leadership 2017 52

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?

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Leadership 2019 Culture Engagement 36