Customer Bliss

JULY 3, 2018

We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies. The Department of Commerce is Maryland’s state government economic development agency; it makes sure businesses are staying in the state and growing.

Government 120

Government Customer Experience Management Customer Experience Management 120

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . You regularly share data and insights with leadership. . Imagine yourself a year from today.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Heart of the Customer

FEBRUARY 19, 2015

I can consistently predict their future success when the conversation moves to governance. Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience. The post Not ready for customer experience governance? We […].

Government 121

Government Customer Experience Culture Leadership 121

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. In order to provide IT support the various government branches, the state of Colorado decided to consolidate IT into one division. CX #CustExp Click To Tweet.

Government 111

Government Chief Customer Officer Roadmap Document 111

COPC

OCTOBER 8, 2024

But here’s the reality: none of that happens without reliable data governance. However, the surge in AI adoption means governance frameworks must adapt to keep pace. Data governance is necessary to maintain these models’ reliability and meet internal and regulatory guidelines.

Government 89

Government Hospitality Healthcare 2024 89

BlueOcean

MARCH 3, 2025

The program will dictate how frequently the company and supplier meet for business reviews (I recommend quarterly; annually at the very least) and will set the stage for expectations and governance. Lets make sure our stakeholders and our senior leadership have a strong connection with this partner. Its a two-way street.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). See it here: Most important aspect of this work stream: you absolutely have to align the senior leadership team before you do anything else. ” or “How does it affect what I do? These all fit together.

Retail 0

Retail Leadership Customer Experience White Paper 0

Customer Bliss

JANUARY 17, 2017

And, most importantly, he went through a very extensive set of interviews with every level of leadership he would be working with. Exceeded revenue targets by 30% and delivered green field ICT project providing sector wide savings and unprecedented levels of NSW Government Agency buy-in. Ritz-Carlton leadership training.

Customer Experience 0

Customer Experience Leadership 2015 Government 0

Customer Bliss

NOVEMBER 29, 2016

What sets Donna apart is that she has charted her path by rising through a variety of leadership, operational and revenue generating roles in highly regulated and uniquely challenging industries. Unite the senior leadership team on goals and metrics, guiding principles and tenets of the business. Leadership engagement.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

Experience Investigators by 360Connext

MARCH 16, 2015

Jeannie Walters is a TEDx speaker with more than 16 years of experience leading discussion and delivering keynotes as well as leadership and motivational addresses for conferences and corporate events around the world. Need a customer-focused speaker for your next event? Get in touch to book Jeannie today! . Your Name *. Phone Company Name.

Events 223

Events Customer Experience Webinar Telecommunications 223

Customer Bliss

SEPTEMBER 27, 2018

Once Lucy collected her feedback, she presented the state of Genesys to leadership by categorizing her findings into three categories: What’s your hill? Lucy and her team looked at pricing and governance to see how these aspects may affect long-term contract maintenance. What are you looking to climb? Why that hill?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar listed 3 different phases that were instituted internally to unite the teams and leadership in navigating this work.

Leadership 175

Leadership Culture Government Customers 175

Customer Bliss

DECEMBER 13, 2016

High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial). Established a two-tiered governance council to guide and prioritize and provide resources. That’s from his LinkedIn, which can be found here. Assessing The Role And Work To Be Done. Cross-functionally workshopped the actions.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

eglobalis

SEPTEMBER 16, 2024

The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures. Overcoming these challenges requires strong leadership from the C-suite, driving the cultural shift toward customer-centricity and ensuring the right technology and processes are in place.

B2B 329

B2B Customer Experience Customer Centricity Omnichannel 329

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

BlueOcean

FEBRUARY 22, 2024

(If they haven’t already, your procurement team is soon going to tell you who you can and can’t do business with based on the vendors’ ESG (Environmental, Social, and Governance) scores and/or certifications. Read more about ESG and the RFP here.) Green Flag Alert: As the old saying goes, 90% of success in life comes from just showing up.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer Experience Strategy Success Statement , which identifies the specific customer experience outcomes that will matter most to your organization and how those tie to the broader company and leadership team goals. This even counts for nonprofit organizations, regulated industries, and government agencies.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

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

BlueOcean

FEBRUARY 22, 2024

(If they haven’t already, your procurement team is soon going to tell you who you can and can’t do business with based on the vendors’ ESG (Environmental, Social, and Governance) scores and/or certifications. Read more about ESG and the RFP here.) Green Flag Alert: As the old saying goes, 90% of success in life comes from just showing up.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. He put together a one-page roadmap and brought it to the senior leadership team. How did he present the journey map to leadership? Established an internal CX council and governance. When Darin came into his role as VP of CX and Delivery, the CX department already existed.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

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.

Leadership 62

Leadership ROI 2006 Touchpoint 62

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our customers are comparing us to the last great customer experience they had, not other government agencies. Good leadership hasn’t changed. Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

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

Forrester's Customer Insights

FEBRUARY 9, 2022

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations – an approach that Forrester calls customer obsession.

Government 49

Government Leadership Customers Customer Centricity 49

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. Share messages from leadership : Leadership has recorded video vignettes sharing why the customer focus is so important and what it means.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. My very first job was a part-time summer job in city government. Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader.

Workshop 152

Workshop Customer Service Training Government Blog 152

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. Secondly, major entities are ramping up to crack down on dark patterns, from Apple and Google right through to Government bodies, so play nice. Leadership means being an advocate for your specialism. What’s driving this paradoxical shift? Accountability.

Metrics 228

Metrics Competitive Advantage Financial Leadership 228

BlueOcean

OCTOBER 7, 2024

Management and Leadership Interactions The relationship between a manager and their employees can make or break the call center organization. Positive, encouraging, and likeable leadership is critical. Extend these observations to the company’s leadership team. Is the senior leadership present and fully engaged in your visit?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

Management and Leadership Interactions The relationship between a manager and their employees can make or break the call center organization. Positive, encouraging, and likeable leadership is critical. Extend these observations to the company’s leadership team. Is the senior leadership present and fully engaged in your visit?

Contact Center 156

Contact Center Culture Leadership Call Center 156

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

CSM Magazine

AUGUST 5, 2022

For example, Ohio university offers a Bachelor of Applied Science in Customer Service Leadership. Scholarships can come from the federal government, state governments, colleges and universities, private organizations, or businesses. The good news is there are many scholarships available to help students pay for college.

Customer Service 99

Customer Service Management Financial Government 99

Experience Investigators by 360Connext

JANUARY 5, 2021

Creating standards to ensure governance around what’s most important. Your customer experience governance culture does depend on your culture, priorities, and plans. Good governance means defining standards, including cross-functional leadership, and frequently checking in on how to prioritize improvements for customers AND employees.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

BlueOcean

AUGUST 21, 2019

4. Management and Leadership Interactions. Extend these observations to the company’s leadership team. While undoubtedly all contact centers will put their best foot forward during site visits, pay attention to the nuances to really discern if client relations and good governance are top strategic priority.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Beyond Philosophy

JUNE 13, 2019

If your leadership can create that environment, you can create that type of emotional bonding and gain commitment from your employees to deliver that same experience to customers. As Customer Experience consultants, we believe in servant leadership. It is essential to have senior leadership on board. Find champions.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Customer Bliss

MARCH 7, 2017

Jim built out 3-4 key teams to help with the work that needed to be done: A strategy group worked on governance and culture. By Month 4, he was able to embed customer experience into overall C-Suite priorities (unifying the leadership levels). The Overall AARP Ecosystem. An experience design group led human-centered design methodology.

Customer Experience 128

Customer Experience Government Culture Leadership 128

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

UJET

JUNE 4, 2021

With the stakes this high and the current business environment this challenging, company leadership shouldn’t shy away from investing in a digital transformation framework that’s calibrated to deliver success. Choose the Right Leadership. Is leadership committed to executing on this framework from the top down?

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121