SurveyGizmo

JUNE 9, 2021

Alchemer (formerly SurveyGizmo) – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today the hiring of Brandi Vandegriff as CTO. Prior to KPA, Brandi had senior technology roles at Level 3 Communications and Location3 Media.

Leadership 98

Leadership 2021 Customer Centricity NPS 98

C Space

OCTOBER 5, 2021

C Space appoints CTO, accelerates impact of insights through technology. C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. Technology has always been a critical enabler of our work and never more so than now.

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Technology Insights 2021 Leadership 98

Experience Investigators by 360Connext

JANUARY 5, 2015

I was working with a growing technology company. The others were his senior staff , his trusted leadership team members. ” CXI® means re-evaluating your leadership practices. More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial? We have a saying around here.

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Leadership Consulting User Experience Loyalty 307

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. The post Leadership, Empathy, and Transforming the Customer Experience appeared first on Dr Natalie News.

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Leadership Customer Experience Contact Center Books 52

InMoment XI

MAY 4, 2022

Leadership and Loyalty. Effective leadership. By no surprise, employees who trust and respect the leadership of an organization often feel more empowered and motivated to do their best, which reduces employee turnover and its costs. So what is the secret to fostering employee loyalty and preventing employee turnover?

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Loyalty 2011 Call Center Leadership 580

InMoment XI

NOVEMBER 30, 2023

Reputation Management Software Managing your brand and business reputation requires more than just vigilance; it demands strategic precision and technological assistance. The Impact of Thought Leadership and Expertise in Reputation Management Thought leadership plays a pivotal role in shaping how your brand is perceived.

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Brands Management Multi-Channel Social Media 378

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

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Leadership 2021 Webinar Customer Service 86

2020 Research

JULY 12, 2023

For us, this means developing innovative technology and processes and creating a more efficient and engaging research process for clients, respondents, researchers, and stakeholders,” continued Cundiff. Contact: julie.terling@sago.com The post Sales & Marketing Leadership Appointments appeared first on Sago.

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Leadership Sales Marketing 2023 52

2020 Research

JULY 12, 2023

For us, this means developing innovative technology and processes and creating a more efficient and engaging research process for clients, respondents, researchers, and stakeholders,” continued Cundiff. Contact: julie.terling@sago.com The post Sales & Marketing Leadership Appointments appeared first on Sago.

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Leadership Sales Marketing 2023 52

CSM Magazine

FEBRUARY 28, 2024

From day one, the goal was clear – solve problems for customers and agents by leveraging technology in innovative ways. It’s about empowering people with technology. Looking Ahead: Disrupt 2024 and Beyond As technology continues to evolve, our industry faces both challenges and immense opportunities.

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Leadership 2024 Innovation 2017 52

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). and we added more questions for deeper insights into the specifics of CS team structure, budgets, technologies, and priorities. The post 2022 Customer Success Leadership Study Signals Industry at a Turning Point appeared first on ESG.

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2022 Leadership Customer Success Metrics 98

Upstream Works

NOVEMBER 22, 2022

Furthermore, when customers did make an effort to engage, it was never easy – by design – as customer service was expensive to provide and in the eyes of leadership, did not produce much ROI. Not only have the times changed, but so have the technologies – both have yielded a new dynamic between customers and businesses.

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Technology Contact Center Customer Service Social Media 78

Russel Lolacher

MAY 4, 2021

” Now a lot of “leaders” will start thinking of innovators like Steve Jobs and his introduction of user friendly technology like the iPhone, or Walt Disney and his theme parks and animation studios, or Brene Brown for her ideas and research on vulnerability and bravery. The post What Will be Your Leadership Legacy?

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Leadership Sports Events Connections 128

West Monroe

OCTOBER 19, 2023

To support their digital aspirations, manufacturers expect to increase technology investment relative to current levels. In research for the Manufacturing in 2030 Project , 91% of organizations said they expect to increase spending on technology—29% expect increases to be “significant.”

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ROI Technology Return on Investment 2030 52

ChurnZero

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. Download your full copy of the 2022 Customer Success Leadership Study here.

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2022 Leadership Customer Success 2023 98

ShepHyken

DECEMBER 18, 2020

Nor did I anticipate that technology-based convenience drivers (mobile purchasing, touchless delivery, and curbside pick-up) would do far more than make customer’s lives easier. Those technologies became a lifeline for business survival in a world where a virus made ordinary service interactions potentially fatal.

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Leadership Customer Experience 2020 2019 72

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

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2023 Contact Center Leadership Hospitality 207

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. Follow on LinkedIn John R.

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2023 Customer Service Contact Center Customer Centricity 207

Gainsight

MAY 31, 2023

Earning a Top Rated Award means you’ve provided excellent customer satisfaction, proving your credibility and helping buyers make confident technology decisions. The post Gainsight Continues Its Leadership Position in Customer Reviews appeared first on Gainsight Software. Review CS on G2, Review PX on G2, Review Digital Hub on G2.

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Leadership 2023 Customer Satisfaction Customer Success 52

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Optimizing technology. Likelihood to use leading-edge technology solutions.

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Technology Brands Customer Experience Omnichannel 170

Think Customers

NOVEMBER 2, 2022

There’s a lot of really exciting work to be done, lots of innovation that can be done with data, personalization, and technology. CSJ: Your leadership style is based on your personal motto, “Be REAL.” From a learning perspective, this is where new technologies and data that are available to all organizations is just so powerful.

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Leadership Culture Employee Experience Brands 52

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

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Communication Technology Culture Employee Experience 93

CSM Magazine

OCTOBER 24, 2022

IRIS Audio Technologies appoints Neil Titcomb as SVP Global Sales as part of global strategy to eliminate background noise in call centres. IRIS Audio Technologies , the team behind the AI-powered voice isolation software IRIS Clarity , has appointed Neil Titcomb as SVP Global Sales.

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Sales Technology 2021 Leadership 52

Experience Matters

JULY 28, 2016

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership.

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Leadership Engagement Technology Management 85

CSM Magazine

SEPTEMBER 1, 2022

Leaders across the ecosystem are emphasizing the importance of technology to overcome these challenges. In this webinar, discover how leaders are driving a new era of the contact center – one that is augmented by innovative technology, powered by agents and is the cornerstone of an organization’s CX success.

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Webinar Technology Customer Service Magazine 52

Experience Matters

OCTOBER 13, 2016

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership.

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Leadership Technology Management Customer Connectedness 109

Strativity

JULY 19, 2022

Los Angeles, CA – July 19, 2022 – Today, global customer experience transformation company , Material, announces the appointment of two key leadership hires to further support its growth and evolution. I couldn’t be more excited to welcome Laurie and Rajdeep to the Material leadership team,” said CEO Bill Kanarick.

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Leadership Customer Centricity 2022 Technology 52

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. After my engagement rolled off, he continued to engage the leadership team around the importance of this work. About Mark.

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Banking Leadership Net Promoter Score 2015 143

Oracle

MARCH 5, 2020

Leaders surveyed for the report identified leadership and management, creative problem solving, and communication among the highest priority skills for their workforce. “When you’re pursuing any career really, but especially in one in technology, find your passion. “I always say great CX first is a team activity.

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Leadership 2020 Customer Journey Technology 98

Experience Matters

FEBRUARY 14, 2017

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership.

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Leadership Measurement Technology Management 90

Natalie Petouhof

AUGUST 31, 2022

She believes we can imbue technology with our hopes and dreams for a future focused on bettering humanity. During our conversation, we discuss blind spots in leadership, the fifth industrial revolution, and why leaders must put customers and employees at the center of how they make decisions.

Technology 52

Technology Customer Experience Leadership Books 52

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Thanks to technology like Artificial Intelligence (AI) and Text Analytics, there are powerful ways to do this. Avoid these leadership traps and share in the success with your team, other leaders, and your entire organization!

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Leadership Net Promoter Score Contact Center 2019 77

ShepHyken

OCTOBER 11, 2019

To give you a sense of the speed of changing customer preferences, I will harken back to 2008 when McGraw-Hill published my book The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company. How have leaders at Airbnb crafted a 21 st -century customer experience?

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Blog Technology 2008 Customer Experience 96

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. With technological advancements, the market has seen a tremendous shift in consumer behavior. Customers are connected.

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Consumers Technology Blog Chief Customer Officer 96

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. Digital Customer Service technology captures previously-unavailable contextual data about engagements. The New, Data-Driver Leadership.

Contact Center 64

Contact Center Leadership Insights Technology 64

Customer Bliss

MAY 4, 2017

Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. Tabitha identified the “big rocks” related to CX, and then she asked the leadership team these questions: The data says this. About Tabitha. Do you agree? The qualitative analysis says that. What do you think?

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Customer Bliss

JULY 11, 2017

In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.” Don’t necessarily just pitch the role.

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