Adrian Swinscoe

FEBRUARY 10, 2022

Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and Digitisation […]. The post Leadership and life lessons from the winner of the 2021 CX Leader of the Year – Interview with Sri Safitri of Telkom Indonesia.

CX 190

CX Customer Experience 190

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

Inside Customer Service

JUNE 16, 2022

The executive was feeling pressure from his boss, the CEO, to improve customer retention. I asked the executive how he managed his team. 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

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

Intercom, Inc.

APRIL 26, 2022

I’m excited to announce that we have welcomed a new and accomplished member to the Intercom board: Eileen Naughton, previously an executive leader at Google, President of Time Magazine, and General Manager of Fortune. She was Google’s Chief People Officer and a member of Google’s executive leadership team for 4.5

Healthcare 118

Healthcare AI Business Operations Technology 118

ECXO

NOVEMBER 19, 2023

Executive Session formato convencional The European Customer Experience Organization (ECXO) is delighted to announce that Prof. Jan-Erik Baars will be our guest for the Executive live LinkedIn Session on November 29th Time: 1 pm CET / 12 pm (noon) GMT.

Actionable Insights 122

Actionable Insights NPS CX Customer Feedback 122

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

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. George Kocher. David Miles.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Futurelab

MARCH 20, 2022

KEY FINDING #2: LEADERSHIP COMMITMENT IS KEY TO SEEING RESULTS I’m not a fan of using “buy-in” when it comes to executives, so I was happy to see that this research question was worded differently, with findings showing the degree to which executives are “invested” in CX initiatives. How do you get executive commitment?

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Intercom, Inc.

MAY 20, 2019

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. They then use these skills to improve their execution, to ship better quality product faster, to get better results.

Engineering 223

Engineering Innovation AI 223

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.

Customer Service 98

Customer Service Customer Experience 98

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 CX Sales 118

Shep Hyken

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.

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

ECXO

MARCH 20, 2024

Leading this session is our remarkable facilitator, Emma Sutton , from Oracle, a member of the ECXO leadership team. Additionally, she collaborates with AI and CcaaS vendors to align technology solutions with the needs of businesses.

AI 52

AI CX Retail Customer Service 52

The DiJulius Group

MAY 23, 2022

“I think that the office as we know it, is over,” said Airbnb Chief Executive Brian Chesky, in an interview with Time magazine’s The Leadership Brief. The return to office workplaces has been met with some controversy and has revealed insights regarding how Americans want to work. Not only do a significant number of employees.

93

93

Customer Think

JANUARY 20, 2024

Podcast In the Sales Leadership Awakening podcast, Steven Rosen and Colleen Stanley stress the lack of coaching and support for sales managers, underscoring the need for coaching for these managers. Key skills for sales managers include coaching, executing sales plans, and prioritizing a coaching methodology.

Sales 59

Sales 59

Fonolo

NOVEMBER 22, 2022

Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more. It includes 1.5 hours of on-demand video, assignments and a certificate upon completion.

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

Inside Customer Service

AUGUST 25, 2022

This goes for how executives set strategy, how managers execute tactics, and how individual contributors perform their daily work. Unfortunately, executive leadership never fully committed to service culture. For example, Osprey is a company that makes backpacks and other gear to help people enjoy the outdoors.

Innovation 169

Innovation Customer Service 169

Fonolo

JANUARY 22, 2020

Who Should Attend: Contact center managers and executives, customer support agents, customer experience leaders. Who Should Attend: CEOs, chief customer officers, CXOs, COOs, contact center leadership. Description: Chief Customer Officers is a premium event designed for customer experience leadership. Location: Nashville, USA.

Customer Service 129

Customer Service Contact Center CX Education 129

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.

Customer Loyalty 167

Customer Loyalty Customer Service Customer Experience 167

Intercom, Inc.

AUGUST 4, 2020

He brings extensive financial and leadership experience that will help Intercom continue to scale and deliver on our mission to make internet business personal. Under his leadership, Sitecore successfully completed the transition while doubling revenue at scale. I’m delighted to welcome Dan Griggs to Intercom as our CFO.

Finance 132

Finance Gaming Technology Technology 132

Totango

MAY 17, 2023

With an eye on helping customers achieve their outcomes, CS is also well-positioned to bring the rest of the go-to-market leadership team together to deliver maximum customer value at every touchpoint and interaction.

Sales 106

Sales Sports AI Touchpoint 106

RateMyService

MAY 17, 2023

To do this, they must embrace digital-era leadership and cultivate a culture of agility. Aligning LX (Leadership Experience), CX (Customer Experience), and EX (Employee Experience) To improve ROX, companies must take a customer-centric approach to business. The choice is clear: Companies must rewire for speed and flexibility.

CX 52

CX Start-ups Innovation Customer Experience 52

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.

Hospitality 148

Hospitality Hospitality Sales Innovation 148

Customer Think

DECEMBER 12, 2021

This post and topic may be viewed as controversial, many executives and leaders will be offended. I hope that some of them have open mindsets and considers questioning their leadership and responsibility to their people and organizations. Lately, there have been a lot [.].

64

64

Inside Customer Service

MAY 27, 2021

It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. One executive created a set of ambitious goals at an executive retreat. A CEO delegated a service culture initiative to his leadership team. One executive created a host of committees to improve customer service.

Start-ups 147

Start-ups Social Media Contact Center Customer Service 147

Taylor Reach Group

MARCH 8, 2021

When we present our findings to senior leadership, they are always enthused about the depth and detail we provide, and they are anxious to move forward. When we return, we find that the problem was not the roadmap, but the execution of the plans we’d made together with the organization. All are optimistic as we conclude our engagement.

Contact Center 100

Contact Center Technology Technology Customer Service 100

Customer Think

OCTOBER 31, 2023

Delivering impactful customer experience programming starts with making the business case for customer experience to executive leadership. This is a straightforward objective. However, it requires strategy, clarity, education, and communication to accomplish successfully. It sounds like a lot, doesn’t it?

Education 59

Education CX Customer Experience 59

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!

CXM 62

CXM Touchpoint Start-ups CX 62

Intercom, Inc.

JUNE 3, 2019

This skill ebbs and flows in importance depending on where a team is at, and usually leadership provides clear direction on this front. The product roadmap should be the translation of strategy into execution. We believe that how you execute has a huge impact on success. Leadership behaviors.

Start-ups 208

Start-ups Customer Experience 208

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

Intercom, Inc.

MAY 18, 2021

They surveyed 523 global customer support decision makers – executives, vice presidents, directors, and managers – across Europe and the United States, to learn more about the changes they’ve seen over the past year, and how they’re future-proofing their customer support strategy with conversational support. Ready to get started?

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Uniphore

DECEMBER 6, 2021

” Becoming a truly respected leader, therefore, requires a strong mindset and a particular set of leadership skills , including: 1. Management competency and strong leadership are central to the success of any contact center. For more insights on contact center leadership, tune in to our Conversations That Matter podcast.

Contact Center 130

Contact Center Technology Technology AI 130

Zendesk

FEBRUARY 12, 2024

Future of Customer Service Listen here Best for: Anticipating and adapting to future trends The Future of Customer Service podcast is geared toward forward-thinking executives who are keen on staying ahead of the curve in customer service.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Steven Van Belleghem

NOVEMBER 21, 2023

Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. The Customer Leader is about leadership, customers, and creating great business.

Innovation 62

Innovation Customer Service Retail Customer Experience 62

Intercom, Inc.

OCTOBER 26, 2021

Whether you’re bringing on your tenth or hundredth salesperson, you need to discuss the “must-haves” with your leadership team. Their objective was simple: run through a predefined list of questions, and if the prospect is promising enough, pass them to an account executive. Start with your non-negotiables.

Sales 160

Sales Start-ups Touchpoint Education 160

Intercom, Inc.

JANUARY 8, 2019

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. They then use these skills to improve their execution, to ship better quality product faster, to get better results.

Engineering 152

Engineering Innovation AI 152