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

Horizon CX

APRIL 30, 2024

Key elements of transformation include: Visionary Leadership: Transformational leaders articulate a compelling vision for the future, inspiring stakeholders to embrace change and pursue ambitious goals. Conclusion Organizational transformation is a multifaceted endeavor that requires vision, leadership, and collaboration.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52

Gainsight

SEPTEMBER 22, 2023

Three ways: It creates a competitive advantage, positions you as a thought leader, and speeds up—and streamlines—the buying process. Competitive Advantage Most industries are ripe with competition—and if they aren’t already, they will be soon. Thought Leadership Think of any well-established company.

Competitive Advantage 52

Competitive Advantage Leadership Webinar NPS 52

West Monroe

APRIL 17, 2024

Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design. What behaviors do we need to recruit for to leverage culture as a competitive advantage in our employer brand/employee value proposition?

Leadership 59

Leadership Culture Competitive Advantage 2024 59

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

Uniphore

JANUARY 4, 2022

Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out about the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s modern enterprise.

2022 126

2022 White Paper Contact Center Innovation 126

UJET

JUNE 4, 2021

But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed. Choose the Right Leadership. The concept of digital transformation isn’t new.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

TechSee

FEBRUARY 21, 2022

Clearly, companies that generate value from AI consider the technology a worthwhile business transformation initiative. Artificial intelligence is a technology that mimics human activity, decision-making, and learning. There are many ways AI is helping businesses across industries gain a competitive advantage.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

West Monroe

MAY 13, 2024

Continuous change and steep learning curves for new technology/tools keep people focused on the present. Reduce technical complexity Organizations that have grown rapidly—particularly through acquisitions—often have a technology environment that has become too complex. Complexity snowballs as new businesses are acquired.

Transportation 52

Transportation Technology Consumers 2024 52

Calabrio

DECEMBER 10, 2020

Since then, we’ve experienced entire paradigm shifts in technologies, which in turn have fueled a complete and ongoing transformation of the contact center. In fact, the customer experience is a big part of overall competitive advantage today, and agents are on the front line. Leadership Shifts from Taskmaster to Mentor.

Contact Center 105

Contact Center Competitive Advantage Leadership Sports 105

Customer Bliss

JUNE 15, 2017

This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. Collaboration and uniting silos.

Competitive Advantage 187

Competitive Advantage 2017 Leadership Books 187

CSM Magazine

FEBRUARY 14, 2023

Acquisitions of bot strategy and design leader VoxGen and conversational automation provider Nu Echo position Waterfield Tech for ongoing CAI industry leadership. Nu Echo (August 2022) – Nu Echo’s call center and speech recognition solutions advances Waterfield’s AI technology and implementation offerings.

2022 52

2022 Contact Center Competitive Advantage Omnichannel 52

Natalie Petouhof

JUNE 15, 2015

Find out more at this webinar on 6 steps to superb customer experience management and here’s the research paper on best practices in customer experience management, technology, roles and the strategy required for success ! Decide Who Will Lead The Experience Management Strategy: A Competitive Advantage.

Customer Experience Management 61

Customer Experience Management Webinar Technology Management 61

CSM Magazine

FEBRUARY 7, 2024

There will be a greater emphasis on transparency, encompassing technology, data, and policy perspectives. By utilizing technology that enables recruiters and hiring managers to execute results-focused strategies, HR leaders are ensuring that their candidate management system solutions work smarter and faster.

2024 52

2024 Competitive Advantage 2023 Leadership 52

Playvox

FEBRUARY 6, 2024

These same principles of quality controls, processes, and continual improvement are applicable to any industry today and provide competitive advantages. Leverage technology to automate the monitoring and management of agent performance and automate quality processes. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Instead, contact center leadership should focus on three key areas that have been proven to cut costs effectively over the long term while improving CX.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

CSM Magazine

JANUARY 9, 2019

Perhaps unsurprisingly, SOTI, a business-critical mobility solution creator, believes better enterprise mobility management (EMM) is key – that is, improvement in the processes and technology focused on managing mobile devices and wireless networks. IT leadership buy-in/support. Employee mobile training. About the Author.

Technology 40

Technology Return on Investment Wireless Magazine 40

TechSee

DECEMBER 4, 2018

To maintain their leadership position in the industry, Vodafone has placed a strong focus on innovation, partnering with best-in-class technological solutions that accelerate Vodafone’s digital transformation and improve the Customer Experience by providing quicker, simpler and more effective service. TechSee-Vodafone partnership.

Innovation 95

Innovation Telecommunications Customer Satisfaction Competitive Advantage 95

Integrity Solutions

JULY 13, 2020

Training is regularly implemented, new sales techniques are tried out, and the latest and greatest technology is implemented as the surefire antidote to a complex, competitive marketplace. Ambitious employees want to work for companies that have a strong vision and committed leadership. It’s not for lack of activity.

Sales 103

Sales Competitive Advantage Culture Leadership 103

Kustomer

AUGUST 26, 2022

Podcasts are a tried and true way for these professionals to not only learn but to keep listeners up to date with technological advances within the industry. Jeanne Bliss leads us on a journey amongst C-suite leadership alongside executives from global companies like Airbnb and Adobe. The Chief Customer Officer Human Duct Tape Show.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

customer sure

MARCH 18, 2024

Getting Voice of the Customer right isn’t a ‘nice to have’, it’s a competitive advantage. The success of this kind of project can depend on your organisational culture: If your senior leadership do not instinctively understand the benefits of investing in customer experience, a technology solution may not be able to turn this around.

Touchpoint 62

Touchpoint Return on Investment Competitive Advantage Feedback 62

Thematic

FEBRUARY 19, 2024

If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX. How to leverage technology to enhance CX and reduce costs Leveraging AI technology such as machine learning and NLP can help you significantly enhance customer experiences and reduce operational costs.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX. How to leverage technology to enhance CX and reduce costs Leveraging AI technology such as machine learning and NLP can help you significantly enhance customer experiences and reduce operational costs.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Magellan Solutions

APRIL 3, 2024

By working with a top-notch BPO chat support provider, you’ll have access to skilled chat agents, incredible technology, and the ability to adjust your support team size quickly. Technology and Infrastructure Capabilities You can’t afford to partner with a BPO provider living in the Stone Age. But that’s not all!

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

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.

Article 77

Article 2019 Customer Service Competitive Advantage 77

West Monroe

JANUARY 25, 2022

The ongoing adoption and implementation of digital technologies should aid the transformation of production and reshape businesses, creating greater efficiency and better relationships between producers, suppliers, and customers. That makes customer experience more evidently a competitive advantage. Taking action. capabilities.

2022 52

2022 E Commerce Competitive Advantage Leadership 52

Integrity Solutions

MARCH 4, 2019

Leadership? Market leaders recognize that exceptional customer experience can become a powerful guard against industry volatility and a huge competitive advantage. But technology is only part of the solution. Who’s responsible for creating an exceptional customer experience in your organization? Customer Service?

Customer Experience 61

Customer Experience Competitive Advantage Customer Centricity 2018 61

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. At this point we have the technology and data prowess to actually know our customers - and predict their needs - but we still aren't there yet. Many organizations are currently enamoured with the promise of technology and big data.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Bold360

FEBRUARY 13, 2020

The technology works fine. What is our customer experience and how are we changing both technology and human-based skills to deliver that experience through tech, people and operations? You can do this by involving your entire team, and creating a broader leadership team. And emotion is what creates loyalty. Define a reality.

Competitive Advantage 59

Competitive Advantage Culture Leadership Touchpoint 59

ShepHyken

MARCH 25, 2019

Leadership is where it starts, and then it permeates throughout the organization. This article dives into the importance of the simple experience and how it can give a company a competitive advantage. A poor experience, on the other hand, can almost instantly mean the end of a brand relationship. I wrote a book on it!)

2019 108

2019 Article Customer Service Competitive Advantage 108

Gainsight

JULY 11, 2023

As the technology market enters a new era, Customer Success (CS) has become a critical differentiator for businesses. What if all of your notes could be distilled in the same format, providing a thorough update for your leadership team? But, at the same time, the need for CS to scale and evolve is more clear than ever.

Competitive Advantage 40

Competitive Advantage Customer Success Leadership Customer Journey 40

Bizagi

AUGUST 20, 2018

It used to be that businesses would gain a competitive advantage in one of two ways: either by having a low-cost distribution model or differentiating themselves in the market. The advantage seems to be more in the ability to predict and optimize through analytics and the ability to scale. “The Leadership Capability, A.K.A.

Webinar 65

Webinar Government Competitive Advantage Leadership 65

Calabrio

DECEMBER 10, 2020

Since then, we’ve experienced entire paradigm shifts in technologies, which in turn have fueled a complete and ongoing transformation of the contact center. In fact, the customer experience is a big part of overall competitive advantage today, and agents are on the front line. Leadership Shifts from Taskmaster to Mentor.

Contact Center 52

Contact Center Competitive Advantage Leadership Sports 52

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. Well, it also means that technology itself doesn’t solve all problems. A technology stack is usually referred to as a group of systems and technologies that offer solutions to most of the problems faced by firms.

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

SurveySparrow

JUNE 30, 2023

Leadership and Influencing Skills : As custodians of customer satisfaction, customer experience managers often need to lead and influence cross-functional teams. They should possess strong leadership skills to motivate and inspire others towards a customer-centric mindset.

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52