Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. The New, Data-Driver Leadership. The rise of research and data analysis in the contact center is changing executive leadership roles.

Contact Center 52

Contact Center Leadership Insights Technology 52

BlueOcean

FEBRUARY 22, 2024

Responsive and Engaged Senior Executives In the late-stage sales cycle, with millions of dollars and a multi-year contract on the line, your potential partner should show up with their heavy hitters at the table. Throughout the RFP process, observe how responsive and engaged the potential partner’s senior executives are.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

ppt solutions

MARCH 6, 2020

The post PPT Solutions Strengthens Executive Leadership Team appeared first on PPT Solutions.

Leadership 52

Leadership 2020 Customer Experience Customers 52

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

2023 207

2023 Contact Center Leadership Hospitality 207

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. 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

FEBRUARY 8, 2023

They must be data-driven with strong financial instinct to convince leadership to change behaviors or to take new actions (building a strong relationship with the CFO and their team is a smart early move).

Sports 295

Sports Financial ROI Leadership 295

ShepHyken

FEBRUARY 26, 2024

What role does gaining true senior executive alignment play in the success of transformative initiatives? Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. What causes organizational transformations to fail? ” “Think slowly, act fast. .”

Leadership 94

Leadership Books Communication Customer Service 94

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. It requires vision, strategic alignment, and relentless execution.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52

Customer Bliss

JANUARY 28, 2021

Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently. Here are the five leadership actions to build trust across teams. But trust can’t be built on polite smiles and forced happy hours.

Leadership 254

Leadership 2020 User Experience Feedback 254

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Empowering Teams and Enhancing Tools To truly excel in customer experience (CX), strategic investments must be thoughtfully planned and executed.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

The DiJulius Group

NOVEMBER 27, 2023

You’ve spent months executing a new initiative to help streamline things for your team. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment.

Leadership 93

Leadership Article Measurement Culture 93

ShepHyken

JANUARY 29, 2024

How can leaders support employees in executing customer-centric initiatives? All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. What is the key to successfully transforming work culture to better serve customers?

Customer Experience 94

Customer Experience Customer Centricity Culture Leadership 94

Alida

DECEMBER 10, 2020

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience. As part of this vision, our new brand, Alida , was unveiled to the world in September.

2020 246

2020 Innovation Leadership Brands 246

ShepHyken

OCTOBER 18, 2022

How Memories, Experiences, and Patterns Impact Leadership Style. Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life.

Leadership 117

Leadership Employee Experience Customer Service Engagement 117

Think Customers

FEBRUARY 1, 2024

Hoyne’s keynote emphasized the pivotal role of data in reshaping strategic perspectives for customer contact executives, underscoring the importance of data-driven decision-making in today’s competitive landscape.

2024 52

2024 Events Leadership Innovation 52

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. Dan Martin joined Xpress Global Systems, LLC (XGS) as Chief Executive Officer in April 2021.

Customer Experience 138

Customer Experience Net Promoter Score 2021 Transportation 138

MyCustomer

AUGUST 15, 2022

"CX pros must develop executive leadership skills" Rhys Fisher. MYC'D UP WITH CX LEADERS episode 8: Tabitha Dunn, Customer Experience Executive. Wednesday, August 17, 2022 - 08:28. Customer experience management. Customer journey mapping. Customer value. Engagement

Customer Journey Mapping 92

Customer Journey Mapping Customer Experience 2022 Leadership 92

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Magazine, Forbes, U.S.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ClearAction

MAY 25, 2023

Use the translation box to point out to your Senior Leadership Team how these massive customer experience savings contribute significantly to sales velocity, earnings per share, compound average growth rate, return on assets, customer lifetime value, etc. The table above is a glimpse of our root cause resolution.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged.

Leadership 84

Leadership Culture Financial Retail 84

ShepHyken

APRIL 25, 2023

Somehow Montañez landed an appointment to meet with the CEO and other company executives. During the meeting, an executive asked, “How much market share do you think you can get?” Montanez became an executive and worked his way up to VP of multicultural sales for PepsiCo America, the holding company for Frito-Lay.

2011 103

2011 Workshop Insurance Customer Service Training 103

Customer Bliss

FEBRUARY 18, 2022

If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once again). Know Your Guardrails.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

C Space

OCTOBER 5, 2021

C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. BOSTON, October 5, 2021 – C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team.

Technology 98

Technology Insights 2021 Leadership 98

Bill Quiseng

JANUARY 10, 2022

Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. This cultural transformation of “People First” and the leadership commitment to CARE will enthuse and energize people to be engaged with their colleagues, customers, and the business.

Leadership 167

Leadership Culture Loyalty Engagement 167

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. The pivotal addition to the executive leadership team will streamline collaboration between technology and product teams to amplify Calabrio’s customer-centric mindset of efficiently delivering Calabrio ONE products customers love.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

ShepHyken

APRIL 10, 2019

Leadership came in and talked about how important it was to deliver a great customer experience to what they referred to as one of their most valuable assets: their customers. Didn’t these same executives, not that long ago, talk about how their customers were so important, about how they must be treated with dignity and respect?

Leadership 121

Leadership Culture Customer Service Training Reference 121

Bill Quiseng

MARCH 1, 2021

Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton. Ever since the beginning of last year, all of us have had to endure this pandemic.

Books 148

Books Leadership Hospitality Consulting 148

ShepHyken

FEBRUARY 18, 2020

They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. You must be able to demonstrate this in tangible terms relating to company goals that executives can immediately connect to. Shep Hyken interviews Claire Sporton.

Multi-Channel 117

Multi-Channel ROI Leadership NPS 117

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. The post UJET Adds Baker Johnson as VP of Marketing and Dave Bullock as VP of Engineering to its Executive Leadership Team appeared first on UJET Blog.

Leadership 14

Leadership Contact Center Marketing Customer Centricity 14

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. ” About: David Diestel is the Chief Executive Officer of FirstService Residential, one of North America’s largest property management groups. Top Takeaways: A brand is not just about a name.

Net Promoter Score 88

Net Promoter Score Customer Centricity Culture Employee Experience 88

ShepHyken

AUGUST 16, 2023

A few days later, I was with a high-level executive from a major restaurant chain and told her the story. All things considered, the responsibility for customer service success or failure usually lies in the hands of leadership, not the front-line workers. Then, I mentioned that it was not even 9:30.

Workshop 118

Workshop Customer Service Training Leadership Customer Service 118

UJET

JUNE 4, 2021

With the stakes this high and the current business environment this challenging, company leadership shouldn’t shy away from investing in a digital transformation framework that’s calibrated to deliver success. Choose the Right Leadership. Is leadership committed to executing on this framework from the top down?

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

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. Many manufacturers underinvest in leadership development. Leadership success profiles and role cards can help.

Leadership 59

Leadership Culture Competitive Advantage 2024 59

ClearAction

MARCH 22, 2024

“ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” And nowhere is that more evident than in executing on the commitment to becoming customer-centric and making it more than just words.” ” Why? ” (silos!) 1 2021 CX Day: CX is a Team Sport.

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62