CX Journey

JULY 18, 2018

Today's post is a follow-on to last week's post, A Fish Rots from the Head Down , in which I wrote about the need for company leadership to model the behaviors they want to see from their employees in order to transform, inspire, and drive the company's intended culture. And there's some academic research that supports this stance.

Culture 43

Culture E-support Leadership Government 43

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Adrian Swinscoe. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Adrian Swinscoe. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

C Space

JULY 16, 2020

So we made the decision to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. Land O’Lakes CEO Beth Ford said deploying such new innovations on farms – and ensuring that the benefits reach entire farming communities – is more than a matter of convenience.

2020 52

2020 Brands Transportation Travel 52

West Monroe

NOVEMBER 13, 2022

One effective strategy is establishing a cross-functional governance council whose mission is to share information and pursue opportunities to improve process coordination. This role is different from, and not a replacement for, a senior sales leadership role as it takes a broader view across functions.

Management 52

Management Government Sales Measurement 52

West Monroe

NOVEMBER 13, 2022

One effective strategy is establishing a cross-functional governance council whose mission is to share information and pursue opportunities to improve process coordination. This role is different from, and not a replacement for, a senior sales leadership role as it takes a broader view across functions.

Management 52

Management Government Sales Measurement 52

West Monroe

NOVEMBER 13, 2022

One effective strategy is establishing a cross-functional governance council whose mission is to share information and pursue opportunities to improve process coordination. This role is different from, and not a replacement for, a senior sales leadership role as it takes a broader view across functions.

Management 52

Management Government Sales Measurement 52

CX University

APRIL 26, 2018

Self-organizing models of governance, like holacracy, are comprehensive approaches to structuring and running businesses. However, the rampant successes make self-organizing modes of governance extremely attractive, such as with companies like Zappos/Amazon, Red Hat, W.L. Self-Governance Is Larger than Customer Experience, Much Larger.

Customer Experience 74

Customer Experience Government 2018 2015 74

C Space

JULY 10, 2020

So we made the decision to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. The capabilities and skills that are in current demand ideally support strong margins and likely will remain in demand due to societal changes taking place, says the report.

2020 52

2020 Brands E-support Hospitality 52

Experience Matters

APRIL 7, 2015

Confirmit’s commitment to fostering innovation is nothing new. For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders.

2015 97

2015 Multi-Channel 2014 CEM 97

SuiteCX

JANUARY 19, 2015

Senior management leadership involvement is imperaDve • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership. Don’t try to boil the ocean.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

West Monroe

MARCH 14, 2023

Proponents believed that greater access to customer data would motivate better energy decisions and spur market innovation in energy efficiency, demand response, and other technologies and practices available at the time. But GBI fell short of achieving national adoption. New York is trailing Texas and California.

Government 52

Government Definition E-support Innovation 52

C Space

AUGUST 15, 2019

On any given day, if you were to visit the Brandless headquarters in San Francisco, you will see something unexpected for a fast-growing e-commerce startup: employees in every department at their desks, hand-writing a thank-you note to a customer. “I Now Sharkey is applying her expertise in community building to the CPG and e-commerce space.

Brands 8

Brands E Commerce Customer Centricity E-support 8

Bold360

NOVEMBER 21, 2016

Dubbed “The Year of the Customer” by thought leaders and analysts back in Q1, 2016 is the year in which businesses are learning valuable lessons about the importance of placing the customer at the center of marketing, onboarding, and ongoing customer support processes. If they are late, they cannot participate in the experience.

2016 111

2016 2017 Customer Experience Social Media 111