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. Solvers tend to be reactive to what leadership is really worried about. The core challenges of leadership roles.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Customer Think

JANUARY 22, 2023

So, today, we will explore this topic but from a leadership lens. 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. Before we go ahead, I t.

Innovation 121

Innovation 121

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Now is the time to embrace Experience Leadership as your primary focus. Experience Leadership is straightforward sensibility. Yes, by prevention of issues.

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

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. What distinguishes good leadership from bad? Listen to the episode below, or if you’re short on time, here are some of Eoghan’s key insights.

Innovation 211

Innovation Start-ups Engineering 211

The DiJulius Group

FEBRUARY 5, 2024

Read Full Article The post Lack of Leadership Training Is The Reason 1/3 of Employees Quit appeared first on The DiJulius Group. These startling findings.

Customer Experience 92

Customer Experience 92

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. Tracy Montour. Syed Ali Hasan.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

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.

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CX Innovation Customer Experience Customer Service 52

Doing CX Right

JULY 9, 2023

Victoria Pelletier, a corporate leader known as "the turnaround queen," and Stacy Sherman discuss practical strategies to elevate customer experiences, engage teams, and drive business growth through unstoppable CX leadership.

Innovation 98

Innovation CX Business Growth Customer Experience 98

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! Get started today!

CXM 62

CXM Touchpoint Start-ups CX 62

Customer Think

FEBRUARY 13, 2024

In leadership, it is crucial to understand the power of both the heart and the head. Every decision, every strategy, and every argument should be grounded in a combination of rational thinking and emotional connection.

Sales 64

Sales 64

Adrian Swinscoe

SEPTEMBER 13, 2021

The post We need to start talking about experience leadership – Interview with Peter Cross first appeared on Adrian Swinscoe. Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent […].

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Retail Customer Experience 190

Adrian Swinscoe

JANUARY 6, 2023

The post Leadership lessons from the winner of the 2022 CX Leader of the Year – Interview with Maneesha Bhusal of JD.ID Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong […]. first appeared on Adrian Swinscoe.

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CX Customer Experience 190

Doing CX Right

AUGUST 26, 2022

Catherine Sugarbroad, Chief Revenue Officer and Founder of sWorks.io, and Stacy Sherman discuss the meaning of equality in and out of the workplace, and why advancing women's leadership impact retention and customer experiences. The post Leadership Advice And Why Equality Matters appeared first on Doing CX Right.

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CX Predictive Analytics Customer Experience 98

Adrian Swinscoe

JANUARY 31, 2022

The post Leadership, employee experience and the Zoom ceiling – Interview with Dr Elora Voyles of TINYpulse first appeared on Adrian Swinscoe. Elora Voyles, an Industrial-Organizational Psychologist and People Scientist with TINYpulse, a provider of employee engagement and feedback software. Dr Elora joins […].

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190

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. Key Takeaways Authenticity in leadership is non-negotiable. Want to Be a Guest on The CX Leadership Exchange? Your journey matters.

CX 52

CX B2C Contact Center Touchpoint 52

eglobalis

JANUARY 7, 2024

Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.

NPS 85

NPS Artificial Intelligence VOC Contact Center 85

Kate Nasser

MAY 22, 2022

Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com. Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them.

CX 126

CX Customer Experience Sales Customer Service 126

Customer Think

DECEMBER 12, 2021

I hope that some of them have open mindsets and considers questioning their leadership and responsibility to their people and organizations. The post Leadership Malpractice first appeared on Partners in EXCELLENCE Blog -- Making A Difference. Lately, there have been a lot [.].

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64

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. Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose.

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Kate Nasser

AUGUST 28, 2022

Leadership: Do you wait for dissatisfied customers or employees to leave & lure them back? The post Leadership: Care Sooner to Retain Employees & Customers | #PeopleSkills appeared first on KateNasser.com. Care sooner! Kate Nasser, The People Skills Coach™.

Customer Service 99

Customer Service Customer Experience 99

Doing CX Right

MAY 12, 2023

Discover the hidden connection between Motherhood and Customer Experience leadership and how to balance both for positive outcomes. The post The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles appeared first on Doing CX Right.

CX 98

CX Customer Experience 98

Execs In The Know

JANUARY 15, 2024

In our latest episode of The CX Leadership Exchange , Tatyana Ngai from AT&T shares her remarkable 25-year journey within customer experience (CX) and telecommunications. She adopted a servant leadership approach, trusting her team’s capabilities and intervening only when necessary. Your journey matters. Get in touch with us.

CX 52

CX Customer Experience Contact Center 52

Kate Nasser

AUGUST 15, 2021

In leadership, teamwork, and business in general, this is death […]. The post Improved People Skills Take You Further Than Jerky Behavior | #Leadership appeared first on KateNasser.com. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly.

Customer Service 142

Customer Service 142

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

Customer Think

APRIL 4, 2024

Premise: We are leading in a world that is constantly changing and at a pace which is sometimes mind-boggling. New generations coming into the workforce with a different set of expectations from all the other generations that are in our workforce. New technologies, including AI are maturing and coming at us at much faster pace […]

AI 49

AI Technology Technology 49

Execs In The Know

DECEMBER 5, 2023

We’re thrilled to announce the release of an engaging and insightful episode featuring Vicki Perryman from Humana on The CX Leadership Exchange. Get to Know Vicki Perryman Vicki’s Career Trajectory: Discover how Vicki’s career path has influenced her unique leadership style, shaped by her experiences in diverse industries.

CX 52

CX Healthcare Innovation Customer Experience 52

Customer Think

OCTOBER 27, 2021

(If you've decided to add thought leadership marketing in 2022, or if you need to improve your thought leadership program next year, the time to start planning is now. This post describes three steps B2B marketers can take to elevate their thought leadership efforts in 2022.)

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B2B 131

Customer Think

APRIL 28, 2023

What role should sales leadership play in their organisation’s deployment of CRM?A A CRM application lies at the centre of the technology stack of most sales organisations. It often represents one of the most significant investments made to support sales.

CRM 69

CRM Sales B2B Technology 69

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.

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CX Customer Experience CX Transformation Net Promoter Score 94

Customer Think

SEPTEMBER 19, 2023

Is this how your CEO has setup the senior leadership team? Everyone believes employee experience (EX) and customer experience (CX) are symbiotic: one affects the other continually. Does the Chief Customer Officer coordinate employee experience with customer experience?

CX 81

CX Customer Experience Customer Loyalty 81

Execs In The Know

NOVEMBER 20, 2023

You can look no further than Episode 1 of The CX Leadership Exchange featuring Microsoft’s Peter Mallot. The CX Leadership Exchange is a transformative new on-demand series from Execs In The Know that is curated to elevate CX professionals across diverse industries. Want to Be a Guest on The CX Leadership Exchange?

CX 52

CX Innovation Customer Experience Customer Service 52

Doing CX Right

JANUARY 14, 2024

Learn effective customer service leadership strategies with expert insights to enhance success and achieve your organizational goals. The post Elevating Customer Service Leadership in 2024: Start, Stop, and Keep Doing appeared first on Doing CX Right.

Customer Service 52

Customer Service CX Contact Center 52

Doing CX Right

AUGUST 13, 2023

Aiain Hunkins highlights the impact of neuroscience on leadership and its transformative effect on customer experience. The post Doing CX Leadership Right Based on Brain Science appeared first on Doing CX Right.

CX 52

CX Customer Experience 52

Kate Nasser

OCTOBER 17, 2021

These disrespectful behaviors ruin leadership, teamwork, customer experience! The post Disrespectful Behaviors That Ruin Leadership, Teamwork & Customer Experience appeared first on KateNasser.com. Kate Nasser, The People Skills Coach™, Author, Leading Morale.

Customer Experience 96

Customer Experience Customer Service 96

Customer Think

JANUARY 12, 2024

Colleen Stanley and Steven Rosen from the Sales Leadership Awakening podcast discuss how building excellence in sales leadership starts with having the right team. Sales leaders must be willing to make tough decisions about non-performers and proactively recruit top talent.

Sales 45

Sales 45

The DiJulius Group

MAY 1, 2023

Read Full Article The post Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience appeared first on The DiJulius Group.

Customer Experience 112

Customer Experience 112

Customer Think

SEPTEMBER 14, 2023

Now armed with knowledge on effective leadership skills training for call center supervisors, you are well-equipped to create a highly skilled supervisory team that drives success in your call center. The post Leadership Skills for Call Center Supervisors: Training and Development Guide appeared first on Call Center Leadership Training.

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Customer Experience Contact Center 59