Customer Think

AUGUST 4, 2021

The yawning gulf between sales and marketing is a fact of life in B2B companies. What needs to be done?

B2B 124

B2B Sales 124

Customer Think

APRIL 25, 2024

Source: Edelman and LinkedIn (This month’s Research Round-Up discusses the sixth edition of the B2B thought leadership impact study by Edelman and LinkedIn. This research has consistently provided valuable insights about the impact of thought leadership content on the perceptions and behaviors of business decision-makers.)

B2B 59

B2B 59

Qualtrics

FEBRUARY 27, 2019

Hear from Samantha Hammock , the Chief Learning Officer at American Express, about how they’re enabling great feedback, prioritizing leadership development for all, preparing for the future of work, and more. People who succeed in HR today are curious about the business and can directly connect the work they’re doing to business goals.

Finance 37

Finance Technology Technology 37

Adrian Swinscoe

APRIL 24, 2023

Ray joins me today to talk about their customer care programme, […] The post Well-being and the changing nature of management and leadership – Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose first appeared on Adrian Swinscoe.

190

190

Futurelab

OCTOBER 17, 2021

A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I wrote: Tags: Annette Franz (Gleneicki) alignment customer experience culture leadership Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Experience 246

Customer Experience 246

Inside Customer Service

MARCH 11, 2021

About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. The survey consisted of questions grouped into 15 categories, ranging from overall satisfaction to leadership, training, and culture. percent from the 2015 survey.

Contact Center 256

Contact Center Customer Feedback Gaming Customer Service 256

Qualtrics

JANUARY 29, 2021

As part of our Breakthrough Builders podcast series , our Head of Brand Strategy, Jesse Purewal, chats with Mike Stern, CEO of The Climate Corporation, about how he’s used the tools of science to build a landmark career at the intersection of science, technology, and agriculture. The chemistry of leadership.

Agriculture 26

Agriculture Manufacturing Innovation Technology 26

Futurelab

NOVEMBER 9, 2021

I’ve previously written about prioritization methods and criteria: Tags: Annette Franz (Gleneicki) customer experience decision making leadership prioritizing Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Experience 246

Customer Experience 246

Inside Customer Service

OCTOBER 28, 2021

"How do you define leadership?" That's the question I posed to the self-described leadership expert. He told me he had spent the past 20 years delivering keynote speeches on leadership and had written several books, so I thought this would be an easy question for him to answer. But leadership is what the book is really about.

Start-ups 147

Start-ups Customer Service Customer Experience 147

Futurelab

FEBRUARY 22, 2021

I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different. Tags: Annette Franz (Gleneicki) customer experience culture employee experience customer-centric culture leadership Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Experience 246

Customer Experience 246

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Hassan Alnassir. Ben Winter.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Intercom, Inc.

APRIL 22, 2021

After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track. With his latest book, Staff Engineer , Will is hoping to answer all of these questions. Will Larson: I would love to. Brian: Great.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Beyond Philosophy

MARCH 14, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Other reasons we find ourselves in this situation aren’t about being polite, particularly at work. It can also result from toxic reasons, like bad leadership or poor communication.

Start-ups 78

Start-ups 78

Experience Investigators

OCTOBER 17, 2023

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. Let’s get some leadership attention for what we really need. But it can’t be a priority without funding, resources, and defined outcomes.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Uniphore

JANUARY 4, 2022

Be the first to learn about the latest innovations in automation, conversational AI and emotion intelligence. Find out about the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s modern enterprise.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. I did that for about 20 months and then decided I wanted to do something different again.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Helpt

FEBRUARY 27, 2024

Leadership and Decision-Making : Strong leadership is critical for guiding your team toward success. Here are some ways you can identify potential leadership qualities in your team. Sharpening Leadership & Decision-Making Skills : Provide leadership development opportunities for your team members.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Execs In The Know

MARCH 31, 2024

During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.

Voice of the Customer 104

Voice of the Customer VOC Age of the Customer Innovation 104

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. The clerk said that I was asking several people about their age (I did). Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side.

Hospitality 97

Hospitality Hospitality Social Media CX 97

The DiJulius Group

OCTOBER 29, 2023

A Superpower of Great Leaders People want to be around uplifting individuals, including leaders who make them feel better about the world and help them see the opportunity in nearly any situation. Such positive leadership helps employees feel better about themselves, today and in the future.

101

101

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Whenever you think about savings, think about value expansion. Enroll your senior leadership team and board in our 2-hour C-Suite Guide to CX Growth working session.

Customer Experience 118

Customer Experience CX Sales 118

Execs In The Know

FEBRUARY 12, 2024

In the latest episode of The CX Leadership Exchange , we had the privilege of sitting down with Alvin Stokes, a seasoned leader who has navigated the evolving landscape of customer experience (CX) with grace and authenticity. This lesson would become the foundation of his leadership ethos.

CX 52

CX Innovation Customer Experience Customer Service 52

Shep Hyken

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. New York Times ?bestselling

Customer Service 98

Customer Service Customer Experience 98

Execs In The Know

DECEMBER 18, 2023

Leadership is an ever-evolving journey shaped by experiences, challenges, and the pursuit of growth. In our latest episode of The CX Leadership Exchange , we had the privilege to delve into the remarkable career trajectory of Jennifer Lee, President & CEO of Intradiem. Want to Be a Guest on The CX Leadership Exchange?

CX 52

CX Contact Center Innovation Customer Service 52

Beyond Philosophy

MAY 13, 2023

Having a high IQ isn’t the most important thing for leadership. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years. In this episode, we will delve into the concept of EQ, what it entails, and its impact on leadership and customer service strategies.

Customer Satisfaction 78

Customer Satisfaction Customer Service Customer Experience 78

Inside Customer Service

SEPTEMBER 14, 2023

Legendary stories have three characteristics: About your company An example of the vision Authentic Let's see how the Nordstrom tire story fits. First, it's about Nordstrom. The Nordstrom tire story is really a story about an associate following the vision. A different store occupied the building before Nordstrom moved in.

Start-ups 227

Start-ups Customer Service Customer Survey Customer Feedback 227

Intercom, Inc.

MAY 20, 2019

What about in five years? The other path, the one I’ll focus on in this post, continues along the journey of individual contributor : to mastery of the craft of design, to leadership without the need to manage, to above all else shipping great work. It’s about how you go about your work. It’s about your behaviors.

Engineering 223

Engineering Innovation AI 223

Beyond Philosophy

DECEMBER 31, 2022

Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. In this episode, we explore the role of leadership in Customer Experience and the 5 Rules guaranteed to increase your effectiveness as a leader. It reminds me of rabbits. Check it out here. How can we help?

Management Consulting 88

Management Consulting Start-ups Customer Experience CX 88

Intercom, Inc.

OCTOBER 26, 2020

In a wide-ranging conversation, Eoghan explored the complex nature of ambition, the role of self-doubt in creating our drive to succeed, and the crucial role of authenticity in leadership. I was always passionate about building and creating and was so excited about the promise of the internet for creativity and connection and commerce.

Innovation 211

Innovation Start-ups Engineering 211

Inside Customer Service

JUNE 16, 2022

The vice president was talking about his company's customer service team. I asked a few questions to learn more about the situation. I asked the executive to share more about how the team was managed. As he answered, the executive realized that he wasn’t talking to his team about customer retention.

Customer Service 192

Customer Service Customer Retention Start-ups Customer Satisfaction 192

Futurelab

OCTOBER 18, 2021

I’ve written about change and change management several times over the years , especially last year. After all, customer experience management really is (all about) change management. Tags: Annette Franz (Gleneicki) alignment change change management leadership Facebook Like. Change is hard. Well, it can be. Tweet Widget.

Customer Experience Management 130

Customer Experience Management Customer Experience 130

Execs In The Know

JANUARY 29, 2024

In this episode of The CX Leadership Exchange , we had the privilege of diving into the mind and career of Scott Horace, the Senior Vice President, Global Contact Center Management at Mastercard. His personal anecdote about navigating complex managerial decisions with a mentor’s guidance illustrated mentorship’s undeniable value.

CX 52

CX B2C Contact Center Touchpoint 52

Experience Investigators

MARCH 19, 2024

Get ready to equip your team with the tools they need to excel in this challenging yet rewarding aspect of customer experience leadership. Resources Mentioned: Learn more about CXI Flight School Don’t miss the next episode! Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn ! Let’s talk!

CX 72

CX Customer Experience 72

Execs In The Know

JANUARY 31, 2024

Artificial Intelligence (AI) has transcended the realms of buzzwords to become a linchpin in reshaping leadership and operational strategies across various sectors. This dichotomy underscores the urgency for CX leaders to comprehend and leverage AI for operational efficiency and amplify their leadership impact.

AI 52

AI Artificial Intelligence Social Media CX 52

Customer Think

JANUARY 22, 2023

I was listening to a podcast episode on 99% Invisible hosted by the inimitable Roman Mars and they were talking about Stroads, which piqued my curiousity. So, today, we will explore this topic but from a leadership lens. Before we go ahead, I t.

Innovation 121

Innovation 121

The DiJulius Group

MARCH 20, 2024

Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher. Discover how mastering connections is about finding love and inspiring teams, retaining employees, and revolutionizing customer engagement.

Customer Service 59

Customer Service 59

Steven Van Belleghem

SEPTEMBER 22, 2021

They become a statistic, an almost abstract idea in the minds of leadership and that’s not how you involve them in investing in ways to make the customer happy. I’m a much bigger fan of the more emotional way: take your senior leadership on a “safari”. You can take your leadership on events with customers.

Customer Experience 136

Customer Experience Innovation Customer Service 136