Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. ” This brand-new book was co-authored by Tony Bates and Dr. .”

Books 52

Books Customer Centricity Advertising Culture 52

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. I mean, you’re talking stories, you’re talking about leadership. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

ClientSuccess

JUNE 15, 2022

4 customer success books you need to read now! Here are four customer success books you need to put on your to-read list ASAP: 1. This book has the answers. Customer success is a driving force of your corporate goals, and this book is an excellent start for any team looking to implement tried-and-true strategies for success.

Books 52

Books Customer Success Leadership Innovation 52

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Leadership 88

Leadership 2021 Webinar Customer Service 88

CSM Magazine

MARCH 20, 2023

Marketing books can answer these demands with hard facts. Students should check out several books if they want to ace marketing assignments. Holt This book is a must-read for those interested in the history of popular American brands. The author attributes their success to “cultural branding.” Be sure to check it out!

Books 52

Books Marketing Social Media Advertising 52

Russel Lolacher

MAY 4, 2021

” Now a lot of “leaders” will start thinking of innovators like Steve Jobs and his introduction of user friendly technology like the iPhone, or Walt Disney and his theme parks and animation studios, or Brene Brown for her ideas and research on vulnerability and bravery. The post What Will be Your Leadership Legacy?

Leadership 128

Leadership Sports Events Connections 128

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.

Books 158

Books 2018 2019 Customer Experience 158

Customer Bliss

JULY 11, 2017

Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. Don’t necessarily just pitch the role. Some were threatened.

Leadership 0

Leadership Customer Experience 2013 2011 0

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. He serves on the CX Strategy Team with the CEO and CIO who craft the long term plans to create a client-centric culture bank-wide.

Banking 143

Banking Leadership Net Promoter Score 2015 143

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts? See Figure 2.

Call Center 97

Call Center Contact Center Culture Engagement 97

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Leadership, Accountability, and Culture. CCO Stories: Give Your Team the Authority to Just Do It. Click To Tweet.

Chief Customer Officer 118

Chief Customer Officer Leadership Advertising Culture 118

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. There are a number of new books out, currently, which discuss how our organization’s stories make our products and services (not even our people) the heroines of the day. We know the plot. End of story.

Culture 71

Culture Workshop Leadership Books 71

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. So treat yourself to a book every quarter. Books for Product Managers. Books for Product Managers. Blogs for Product Managers.

Books 80

Books Blog Management Leadership 80

COPC

JANUARY 9, 2024

By adopting new technology and expanding our team’s capabilities, we’ve contributed to Mastercard’s overall growth and positioned the company among the leaders in the contact center industry. A few years ago, we recognized the importance of enhancing our Global Customer Care team.

Customer Experience 74

Customer Experience Net Promoter Score 2024 Customer Care 74

CloudCherry

FEBRUARY 6, 2020

After all, he wrote the book. (No 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.

Books 195

Books 2019 Customer Centricity 2020 195

Alida

OCTOBER 17, 2017

Instill a culture of patient-centricity. The leadership team must create a mandate that patient experience should come first. Some forward-thinking organizations like the Cleveland Clinic have recently enlisted chief experience officers to make sure that someone from the leadership team is driving enterprise-wide changes.

Hospitality 247

Hospitality 2015 Retail Leadership 247

InMoment XI

NOVEMBER 2, 2022

Basically, when an organization’s leadership decided to engage in customer experience design, they would deploy surveys (sometimes physically) for customers to fill out and hand back. For a long time, this was considered cutting-edge CX technology and a valuable means of soliciting feedback. Let’s get into it! What Is CX Design?

Touchpoint 324

Touchpoint Customer Experience Design Reference Brands 324

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time. ” – Charles W.

Books 71

Books Customer Service Culture E-support 71

Customer Bliss

MAY 23, 2018

She was interested in moving up within the company and ultimately became responsible for the contact center technologies under the Cendant Umbrella. When you can do this, you get an internal culture of excitement, innovation, and happy employees which result in happy customers. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience E Commerce Travel 197

Natalie Petouhof

AUGUST 15, 2022

However, a new book from Tony Bates, @Genesys CEO and Chairman, and Dr. Natalie Petouhoff, Empathy In Action, provides a guidepost on how empathy impacts both the customer and employee experience. The book cites levels of commitment an organization has put forth for customer experience from levels 1 through 5. OODA and Quality.

Employee Experience 52

Employee Experience Contact Center Books Culture 52

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? She specifically references lessons learned from my book, I Love You More Than My Dog , that you should connect your personal self with your business self. This was a major improvement within their culture. Tactic 5: Assess your Employee ROI.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. 2. Technology. 4. Management and Leadership Interactions. 5. Culture. Instagram worthy?

Contact Center 159

Contact Center Culture Leadership Engagement 159

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. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics. Ultimate Guide to SaaS Customer Success Metrics.

Presentation 40

Presentation Leadership Customer Success 2017 40

inQuba

APRIL 4, 2023

Blockchain technology has allowed for secure and decentralized data management. Robust security measures have received investment from businesses as increasing reliance on technology introduces cybersecurity Growing consumer expectations have resulted in investment in technologies that allow for hyper-personalization and seamless experiences.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journey 52

inQuba

APRIL 4, 2023

Blockchain technology has allowed for secure and decentralized data management. Robust security measures have received investment from businesses as increasing reliance on technology introduces cybersecurity Growing consumer expectations have resulted in investment in technologies that allow for hyper-personalization and seamless experiences.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journey 52

Customer Bliss

NOVEMBER 29, 2018

In addition to understanding the customer’s POV, she also met with executive leadership to understand their individual perspectives and pain points. Antoinette focused on creating a culture shift to that of person-centeredness. They previously had around 13 handbooks for members which were all quite redundant.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

ShepHyken

OCTOBER 29, 2019

They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business , focusing on the psychological, technical, and experiential components of building a good customer experience. These include a CX mindset, company culture, and leadership development. Technology isn’t what’s missing.

Employee Experience 82

Employee Experience Culture Books Technology 82

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

Natalie Petouhof

AUGUST 15, 2022

Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. The new experience standards, with empathy at the core, go beyond technology: they rely on human values.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

Natalie Petouhof

JUNE 1, 2022

But as Tony Bates and I were doing research for our book, Empathy in Action TM , back in 2019, before empathy became a buzz word, we came to some interesting conclusions. And while you’ll have to read the book to get the full picture (yep that was a plug), below is a synopsis of some of the insights and conclusions. Consider this.

Books 52

Books Employee Experience Leadership 2021 52

Beyond Philosophy

JUNE 13, 2019

If your leadership can create that environment, you can create that type of emotional bonding and gain commitment from your employees to deliver that same experience to customers. As Customer Experience consultants, we believe in servant leadership. It all boils down to your company culture. So how do you do the impossible?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. My latest book, Would You Do That To Your Mother? ” my aim is for people to use this book as a resource to become better business leaders and employees, all working together to fix customer frustrations, earn loyalty, and drive growth.

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Books Hospitality Hotels Article 100

Integrity Solutions

FEBRUARY 12, 2020

One of our goals at Integrity Solutions is to help our clients think differently and expand their knowledge about the sales profession, sales performance improvement and leadership, customer service and delivering exceptional client experiences. by Will Milano. Follow Joanne on Twitter. . Tiffani Bova . Follow David on Twitter. .

Sales 124

Sales 2020 Leadership Blog 124

Natalie Petouhof

JANUARY 12, 2022

Her new book, co-written with Genesys CEO and Chairman Tony Bates, argues that empathy is key to solving CX and EX (employee experience) challenges. The point of the book is to say, stop doing that – it doesn’t make any sense.” “Yet they’re not on the balance sheet and we don’t design experiences to maximize their potential.”.

Customer Experience 52

Customer Experience Books Leadership B2B 52

Beyond Philosophy

OCTOBER 18, 2019

about his experience with Airbnb when writing his latest book, The Airbnb Way. He works with organizations and leadership to change their experience to be better for both their customers and their employees. He consulted Airbnb and wrote his book to share the insights he gained from their success.

Hospitality 94

Hospitality Hotels Books Consulting 94

Customer Bliss

OCTOBER 24, 2019

It’s also helpful to hire employees whose personality fits within the organization so that it’s already a good cultural fit. I’ve been a CCO in the auto industry, in technology, real estate, and others. Prepare Yourself to Move Around Different Industries. The great thing about being a CCO is that you can move across verticals.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185