InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. What’s particularly remarkable is that their expansive operation of over 600 locations and reviews is managed by a lean team of two.

Hospitality 260

Hospitality Call Center Retail NPS 260

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

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. Most companies focus on optimizing the functional side through quality management and process improvement.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

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. Connect the employee experience to the customer experience in big ways. See how fun it is to connect the CX dots?

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management. Follow on LinkedIn. Follow on LinkedIn.

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

CSM Magazine

JANUARY 16, 2024

Gabrial Rodriguez Seilhan, Managing Director for Iberia Sabio Group , the global digital experience transformation services specialist, has announced the appointment of a new Managing Director for its Iberian operations.

Management 52

Management Leadership Consulting Customer Journey 52

TechSee

DECEMBER 4, 2018

Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations. Following this Vodafone innovation proof of concept, two additional rollouts were carried out by Vodafone UK and Vodafone Portugal. M annually. The Future.

Innovation 95

Innovation Telecommunications Customer Satisfaction Competitive Advantage 95

TechSee

FEBRUARY 21, 2022

Many insurance companies have begun implementing smart technology as part of their strategy, including connected security, medical, and other smart devices that influence the conditions of their insurance premiums. The post 10 Innovative Ways Companies are Winning with AI Today appeared first on TechSee.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. About Mark.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Russel Lolacher

MAY 4, 2021

It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. There are many who fall into positions of leadership that are ill-suited (think Michael from The Office) and they aren’t bettering the organizational health. The post What Will be Your Leadership Legacy?

Leadership 128

Leadership Sports Events Connections 128

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. It demands proactive leadership that understands the importance of customer experience as a strategic imperative. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction.

2024 143

2024 Leadership Customer Satisfaction Insights 143

Talkdesk

AUGUST 25, 2020

I remember, in those early years, sitting across the table from a contact center manager, giving her a hundred reasons why she needed to use Talkdesk. Listening to customers is about connecting with them. We take this knowledge back into our innovation teams, and we use it. I couldn’t get that meeting out of my mind for days.

Leadership 69

Leadership 2011 Contact Center Innovation 69

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. KEY TAKEAWAYS.

Leadership 52

Leadership Culture Books Airlines 52

One Millimeter Mindset

AUGUST 11, 2021

From the start, this strategy becomes an innovative way to shift the human dynamics within the most staid organizational cultures. That is professional innovation and cross-functional leadership in the making. That is professional innovation and cross-functional leadership in the making. One millimeter at a time.

Innovation 116

Innovation Culture Leadership Events 116

One Millimeter Mindset

SEPTEMBER 13, 2018

These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future? Beyond our current personal development and leadership comfort levels?

Leadership 71

Leadership 2015 Workshop Communication 71

Magellan Solutions

DECEMBER 4, 2023

Imagine the opportunities that 24/7 hotel management brings to your establishment. The Essence of 24/7 Hotel Management 24/7 hotel management takes center stage, creating exceptional guest experiences. Defining 24/7 Hotel Management At its essence, 24/7 hotel management goes beyond usual time constraints.

Hotels 52

Hotels Management Hospitality Guest Experience 52

CSM Magazine

JUNE 16, 2022

Five ways to connect with home-working teams. It’s all about the individual – so make team communication count – focus first on your leadership style. Be accessible at all times and show staff you care and value their contribution by checking in regularly and giving them the autonomy to do their job without micro-management.

Connections 52

Connections Download Financial Insights 52

Gainsight

JANUARY 18, 2021

As Nick explained in a recent conversation with Lee Weiner , Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers. Early in 2020, Lee Weiner became the Chief Innovations Officer at Rapid 7, a leading global technology and security services company based in Boston, Massachusetts.

Innovation 52

Innovation Leadership Customer Centricity 2012 52

Customer Bliss

SEPTEMBER 12, 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. Honor and Manage Customers as Assets of the Business. Enable employees to deliver value.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

Magellan Solutions

MAY 20, 2024

These companies are being lauded for their expertise, innovative solutions, and unwavering commitment to excellence. Concentrix is committed to high-impact interactions that deliver value to customers, powered by innovative technologies and a talented workforce. Innovative solutions to improve customer engagement.

Call Center 52

Call Center 2024 Innovation E-support 52

Gainsight

JUNE 10, 2021

They were our lifelines and connections to the outside world. August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Nick Mehta, CEO of Gainsight, opened the show with greetings and a message about innovation.

Innovation 52

Innovation Chief Customer Officer 2021 NPS 52

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

AUGUST 22, 2023

It gets easier with time, and there are plenty of great feedback management tools to help. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. An executive invested in the customer experience will inspire innovation and motivate their team. your CX foundations. That’s not true.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

TechSee

DECEMBER 12, 2022

Heading into 2023, service leaders recognize the need to improve both their customer experience and the need for technological innovations to do so. The data also clearly shows that service leaders believe that they need to offer new innovations and better service. . These challenges bring with them new opportunities.

2023 124

2023 Innovation Presentation Customer Centricity 124

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences. Bob is also an author: see his site [link] feinerbook.com.

2023 41

2023 Management Automotive Leadership 41

SurveySparrow

SEPTEMBER 8, 2021

We’re sure you’ll try to find why along with ways to manage and improve it? . First, we’ll talk about employee experience management and how an employee experience platform would improve it. What Is Employee Experience Management? To understand Employee Experience Management, we need to know about Employee Experience first.

Employee Experience 59

Employee Experience 2021 Management Culture 59

CX University

JULY 9, 2018

And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Anderson made an important announcement to employees, which forged that connective tissue. The results are inspiring.

Leadership 68

Leadership Insurance Engagement 2018 68

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. This is about staying connected to what could move your company forward, even when things seem to be going fine. They start trusting clients and customers more than their leadership.

Leadership 271

Leadership Social Media Consulting Loyalty 271

One Millimeter Mindset

SEPTEMBER 11, 2018

Communication between leadership, management and front line employees. Then again, how about social communication patterns between social connections. My friend and colleague, Anthony Iannarino, recently posted an excellent article about the alarming trend on social media – especially LinkedIn – of connecting.

Communication 167

Communication Social Media B2B Connections 167

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. Business Sense. True Definitions.

Management 69

Management Customer Experience Management Books Financial 69

One Millimeter Mindset

SEPTEMBER 29, 2021

Because you are not supposed to be the project manager of the universe today. Are You A Go-To Complex Problem-Solver or a Problem Manager? How Many Strategic Value Dots Are You Really Connecting? Next, recognize that trying to accomplish everything simultaneously along the same timeline is unrewarding. Here you go!

Blog 88

Blog Innovation Travel Leadership 88

Experience Investigators by 360Connext

DECEMBER 5, 2014

The most exciting companies change the game by innovating around their customer experience. Our goal is to have a little fun, learn from the best innovators and business leaders out there, and provide inspiration to those of us doing our best to deliver great customer experiences every day. We’re all human!

Social Media 244

Social Media Consulting Leadership Innovation 244