CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Sarah Meyerdirk – VP and Director of CX at Promomash, and our 2 nd place CX Champion (in the category of Practitioner). Her nominator, Yual Selik tells us, “She doesn’t give up…never. It’s not in her vocabulary.”

2019 170

2019 2020 Leadership Consulting 170

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. Governance of any endeavor is strongest when it’s integrated as your company’s way of life. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customers 62

Maz Iqbal

NOVEMBER 11, 2014

Arguably some, perhaps even most, of the effort that the UK government has put into its digital services programme is about sucking less, reducing customer effort, and in the process decreasing costs. Perhaps my interest is in innovation rather than Customer Experience. Two, there is the data-technology path. What about you?

Travel 107

Travel Customer Experience Leadership Innovation 107

eglobalis

OCTOBER 1, 2017

Best practices for processes, governance, procurement, measurements, tools, and techniques are emerging across the customer experience management disciplines. Help to develop your unique Customer Experience, and creating innovative ideas, using design thinking and services design and other customer strategy design technics.

Customer Experience Professionals 154

Customer Experience Professionals CEM Customer Experience 2011 154

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. is the answer to a chaotic world.

Leadership 98

Leadership 2015 Government Books 98

InMoment XI

APRIL 3, 2023

However, it wasn’t until a couple of years ago that our leadership team asked me to lead the effort to rethink and revamp our CX program: Elevate. Every customer feedback data source should have a clearly defined purpose, owner, and governance (i.e., The case studies in the books made sense.

Touchpoint 195

Touchpoint Customer Centricity NPS Feedback 195

Uniphore

DECEMBER 21, 2021

The momentum we’ve gained over the past several months (and years) has positioned us as the foremost leader and innovator in our industry. Grew the team, and leadership is now complete for our next phase. Received the 2021 Frost & Sullivan Global Technology Innovation Leadership Award in Conversational Automation.

2021 19

2021 Innovation Insurance 2022 19

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. It serves over 50,000 monthly site visitors and 300 state and local governments. EMC Corporation.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Investigators by 360Connext

AUGUST 22, 2023

Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. An executive invested in the customer experience will inspire innovation and motivate their team. All this data shows your customer actions to tell a full story, helping you track what’s working and focus on what needs more work. That’s not true.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

InMoment XI

AUGUST 25, 2023

You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership. Maintaining momentum in a CX program requires ongoing governance, regular reassessments, and a willingness to adapt as the business landscape evolves.

ROI 195

ROI Net Promoter Score Webinar Financial 195

CX University

JULY 9, 2018

And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. The company’s real innovation lies in its retention program. Employees want to feel a sense of commitment to their work.

Leadership 68

Leadership Insurance Engagement 2018 68

Experience Investigators by 360Connext

JANUARY 5, 2021

It’s easy to be tasked with responsibilities like balancing budgets and innovating around products and simply never interact with customers directly. Creating standards to ensure governance around what’s most important. Your customer experience governance culture does depend on your culture, priorities, and plans.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. And beyond loyalty is a brand fan.

2024 91

2024 Article Customer Service Government 91

Up Your Service

MARCH 17, 2020

Government restrictions and actions shift daily. It’s hard to imagine a time requiring stronger leadership than now. We watch as other government and corporate leaders grapple with how to put structure around their response, make decisions from behind the curve, and communicate to inspire and control.

Airlines 83

Airlines Social Media Leadership Government 83

Customer Bliss

JULY 5, 2016

She leads consumer strategy, culture and the governance of the consumer experience portfolio of initiatives. Natalie earned her MBA and certificate in Health Sector Management from Duke’s Fuqua School of Business and furthered her design and innovation education through the Disney Institute and Darden Graduate School of Business.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling. It’s the department-spanning nature of customer experience that is precisely why governance is so important to innovation.

Government 29

Government Innovation Customer Experience Consulting 29

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Governance in Customer Journey Mapping March, 2015.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

West Monroe

JULY 21, 2024

Our Take: Throw out the playbook on traditional corporate governance. Companies would never blindly uproot their regular operations without a new governance structure in place. Get some basic guidelines in place (it can’t be the Wild West) and then continue building an AI-enabled governance structure along the way.

Government 52

Government Technology ROI Roadmap 52

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Investigators by 360Connext

DECEMBER 10, 2024

Lets examine the foundation you need to prove the ROI of your CX investments and unlock a flywheel of innovation, helping you more quickly align your organization, identify areas for improvement, and gradually expand your resources to accomplish more than ever. Effective CX Management is about priorities.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

BlueOcean

SEPTEMBER 10, 2024

Provide an organization chart and bios of senior leadership and program management resources who could be assigned to our program. Describe your governance model including details on senior management involvement on our account. Team Commitment What percentage of the project manager(s)’s time will be dedicated to our project?

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156

BlueOcean

SEPTEMBER 10, 2024

Provide an organization chart and bios of senior leadership and program management resources who could be assigned to our program. Describe your governance model including details on senior management involvement on our account. Team Commitment What percentage of the project manager(s)’s time will be dedicated to our project?

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156

Experience Investigators by 360Connext

JUNE 4, 2024

Believe they have little to no control over what companies or the government can do with their data (73%). By investing in privacy, organizations achieve greater customer loyalty and trust, operational efficiency, and innovation. Would support additional regulation to protect their personal information (72%).

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

Believe they have little to no control over what companies or the government can do with their data (73%). By investing in privacy, organizations achieve greater customer loyalty and trust, operational efficiency, and innovation. Would support additional regulation to protect their personal information (72%).

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

Believe they have little to no control over what companies or the government can do with their data (73%). By investing in privacy, organizations achieve greater customer loyalty and trust, operational efficiency, and innovation. Would support additional regulation to protect their personal information (72%).

2023 143

2023 2022 Connections Consumers 143

Clarivate

NOVEMBER 4, 2021

Shankar describes his vision to create a world-class Center of Excellence in Penang where colleagues can grow and thrive in their careers and contribute to the advancement of innovation across the globe. . Clarivate partners closely with Malaysian government agencies. Leading a brand-new team. Interested in more stories like this one?

2020 98

2020 Culture Government Innovation 98

Experience Investigators by 360Connext

OCTOBER 13, 2020

The rich data provided by customers is the first ingredient in the art of innovation. Proactive CX means leveraging what’s learned in journey mapping and applying those insights to innovation. ” Proactive CX: Weaving Customer Service Into the CX Leadership. We need to be detectives. .

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Pink Guava

FEBRUARY 16, 2022

Cx program and its governance are no different. Effective leadership in current times is an ability to accept the change, understand the impact, and communicate relevant and timely information to all stakeholders. A big part of new-age leadership is staying resilient, empathetic, and innovative in a volatile world.

Leadership 19

Leadership Loyalty Government Metrics 19

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling.

Government 26

Government Innovation Customer Experience Consulting 26

CX University

APRIL 26, 2018

Self-organizing models of governance, like holacracy, are comprehensive approaches to structuring and running businesses. However, the rampant successes make self-organizing modes of governance extremely attractive, such as with companies like Zappos/Amazon, Red Hat, W.L. Self-Governance Is Larger than Customer Experience, Much Larger.

Customer Experience 74

Customer Experience Government 2018 2015 74

Customer Bliss

JULY 7, 2016

I’m honored that we have had 12 guests in my podcast series, with the most senior leaders from the insurance, entertainment, not for profit, healthcare, automotive, library system, government, technology and car rental industries. I call that One-Company Leadership.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. Customers want unique, special and innovative. There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. data security, gig economy, AI, machine learning).”

2018 133

2018 Customer Experience Competitive Advantage 2017 133

CSM Magazine

OCTOBER 10, 2019

Continuing with our special Customer Service Week series, OmniServ’s Samantha Saunders argues that to lead customer service innovation in an industry, you need commitment across the board. Leadership: Championing customer service. Sometimes, it will be bottom up; at other times, ideas will come from the outside. About OmniServ.

Innovation 40

Innovation Customer Service Airlines 2004 40

Natalie Petouhof

JULY 14, 2015

Each quarter, TeleTech publishes its latest thinking in its executive journal, Customer Strategist , where consultants and analysts bring their thought leadership to a wider audience. These pieces reflect on how clients are differentiating their companies through customer experience innovation.

Customer Experience 63

Customer Experience Telecommunications Banking Healthcare 63

CX Journey

SEPTEMBER 20, 2016

A couple of tools that will come in handy to help the CCO achieve those goals include: Governance structure. Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. Breaking down silos can spark innovation in unexpected ways.

Customer Experience 79

Customer Experience Multi-Channel Government Chief Customer Officer 79

Magellan Solutions

JULY 13, 2021

Government Tasks & Why E-services Are Needed For Them. E-service innovations during Covid-19 stemmed from the urgent need to share information about the virus. Governments and businesses not familiar with communicating a constantly changing message of this magnitude grappled with solutions.

Government 40

Government 2021 E-support Social Media 40

Win the Customer

DECEMBER 29, 2015

Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Some “innovative” ways in which Metro Bank connects better with its customers include: 15 Minute Guarantee to Open a New Account. Perhaps, one of the most successful too.

Customer Service 64

Customer Service Banking Financial 2010 64