CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

InMoment XI

DECEMBER 21, 2021

More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer. Ideally, you want every employee to be not just a brand champion, but an advocate for the value provided by the organization.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. ’s 9 Binge-Worthy Marketing Podcasts.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

SurveySensum

MAY 6, 2024

Personal branding refers to achieving a prominent identity for an individual. Having a strong personal brand is necessary if you want to be recognized as an authority in your field. Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback.

Brands 52

Brands Social Media Leadership Blog 52

Experience Investigators by 360Connext

JUNE 4, 2024

At each step in the journey with your brand: They want to be recognized and acknowledged. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%). But that’s not all.

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

At each step in the journey with your brand: They want to be recognized and acknowledged. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%). But that’s not all.

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

At each step in the journey with your brand: They want to be recognized and acknowledged. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%). But that’s not all.

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CSM Magazine

FEBRUARY 28, 2024

Today, as the CEO, I’m proud to lead a company that manages more than 500 enterprise brands globally, helping some of the world’s largest companies deliver exceptional customer experiences. It’s been a long and fascinating journey of growth, innovation, and an unwavering commitment to putting people first.

Leadership 52

Leadership 2024 Innovation 2017 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Show how your customers benefit from the promise of your brand, and how that shows up in their journey.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Fast forward to today, Carol leads the iconic UPS brand. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?),

2023 207

2023 Contact Center Leadership Hospitality 207

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Social Media Feedback Loyalty 52

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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. Connect with, and learn more about, Chris on his platforms: . PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Connections Leadership Communication 98

Daniel Group

JULY 1, 2023

Welcome to Success Strategies | July 2023 Are You Losing Customers and Hurting Your Brand Because of Poor CX? Is poor CX causing customer loss and brand damage? In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty.

Brands 52

Brands 2023 B2B Touchpoint 52

Think Customers

NOVEMBER 2, 2022

Amazing brand experiences are powered by people, and great employee experiences lead to seamless customer experiences. She brings to her role more than 30 years of experience establishing and scaling innovative businesses. CSJ: Your leadership style is based on your personal motto, “Be REAL.”

Leadership 52

Leadership Culture Employee Experience Brands 52

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Unpack an intriguing case study where a brand’s bold pricing and production strategy turns the supply chain playbook on its head, offering unique insights into consumer trust and the anticipation of demand.

2024 143

2024 Leadership Customer Satisfaction Insights 143

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Connect with Gregg on his platforms: Website. Where followers fit in good leadership. How trust is an outcome, not a value of leadership.

Leadership 52

Leadership Culture Books Airlines 52

ShepHyken

APRIL 22, 2024

These components comprise their “brand love” score, a research tool developed by brand-tracking and measurement firm BERA that has been integrated into Innocean’s proprietary process. This is a transcript of an episode from Fortune’s Leadership Next podcast. There are some great nuggets of CX leadership wisdom here.

2024 80

2024 Article Customer Service E Commerce 80

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

Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries.

Consumers 109

Consumers Brands Social Media 2010 109

Interactions

MAY 15, 2024

Brands that prioritize CX outperform their competitors in terms of revenue, customer retention, and profitability at every turn. By holding regular improvement calls with senior leadership and modeling AI to mimic your best customer service engagements, Interactions fosters a culture of collaboration and innovation.

Customer Experience 62

Customer Experience Interaction Poor Customer Service Contact Center 62

BlueOcean

DECEMBER 13, 2022

In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program. Furthermore, a McKinsey report revealed that brands with top-performing loyalty programs earn a 15 to 25 percent bump in revenue thanks to their loyal customers, who are either buying more or buying more often (or both).

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Second to None

JUNE 12, 2018

Fostering a consistently authentic Customer Experience is a challenge for brands of all different sizes. However, as your brand expands to different locations across your region or country, it becomes increasingly challenging to retain the authenticity that led to past profits.

Brands 72

Brands Leadership Voice of Customer Omnichannel 72

Second to None

OCTOBER 23, 2018

With the onslaught of fast-casual, point-and-pick pizza chains like Blaze Pizza and MOD Pizza disrupting the homeostasis of the industry, it is important that your pizza brand is observing and responding to these evolving consumer expectations. The first step to achieving success in this segment is offering a great product.

Brands 74

Brands Measurement Magazine Customer Centricity 74

Experience Investigators by 360Connext

MARCH 24, 2015

Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. Get real about your experience and brand. #NGCE [link] pic.twitter.com/U8rdqOdYqS. Mike Zarin (@zarin) March 24, 2015. Stay tuned!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

inmoment

JUNE 28, 2019

What do you think of when you hear “radical innovation?” The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space. The Inseparable Relationship Between CX and EX.

Employee Experience 40

Employee Experience Innovation Connections Technology 40

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Therefore, on January 13 we will completely unite under the Calabrio brand. One company, one brand, one website.

Brands 88

Brands White Paper Social Media Webinar 88

Customer Bliss

SEPTEMBER 12, 2019

Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” ” And yet, this report found that while 14% of brand scores rose, 5% of scores declined and an incredible 81% stagnated.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

Avaya

OCTOBER 25, 2017

In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. Instead, it calls for unparalleled bank branch innovation. One that combines digital innovation with the reliability of a traditional branch experience. 5 Brands to Study. We can’t help but agree. Not Dead, Just Different.

Banking 58

Banking Innovation Brands Financial 58

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 2 – Connect ROI to Growth. CX #Leadership Click To Tweet. What do you Know Now That You Wish You Knew Then?

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Experience Investigators by 360Connext

JUNE 22, 2015

Share innovation as it happens. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them. Social can help your leadership seem more down-to-earth and in tune with customers. Could your leadership benefit from hearing directly from customers?

Social Media 233

Social Media Engagement Magazine Innovation 233

CSM Magazine

FEBRUARY 12, 2024

Corporate events serve as a powerful platform for networking, brand promotion, and industry engagement. To host an event that not only stands out but also resonates within your industry requires careful planning, innovation, and attention to detail. Utilize this theme across all promotional materials to create a cohesive narrative.

Events 95

Events Entertainment Transportation Workshop 95

Experience Investigators by 360Connext

JANUARY 2, 2020

Co-creation sessions , customer advisory boards, or a simple conversation connects your customers with the outcomes they really want. Innovate around your experience as a rule. Innovation is not a one-and-done idea, it’s a cultural value. Commit to finding ways to connect. Know the journey. Speak truth to power.

2020 225

2020 Customer Journey Mapping Contact Center Customer Journey 225

Experience Investigators by 360Connext

APRIL 21, 2015

Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. Observe how your front-line employees interact with customers in a purely transactional way, focusing on products and branding instead of the customer. What’s really meaningful to your customers?

B2B 285

B2B B2C Social Media Innovation 285

CSM Magazine

JANUARY 16, 2024

Andy Roberts, CEO of Sabio Group, said: “Gabriel has consistently demonstrated his leadership capabilities across various roles in the company and has a proven track record of success and delivering growth during his period with the Group.

Management 52

Management Leadership Consulting Customer Journey 52