Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. SERVANT LEADERSHIP Whatever your title or position, be a servant leader who will CARE for your people first. GREAT leadership is not top-down, one-way, communication to employees.

Leadership 158

Leadership Engagement Financial Loyalty 158

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This cultural shift requires a top-down approach, where leadership sets the tone for collaboration. One major hurdle is overcoming entrenched mindsets and resistance to change.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

GetFeedback

FEBRUARY 6, 2019

And with the user feedback you’ve gathered, you can now take your survey results and turn them into awesome, insightful presentations that paint a clear path for how the organization should proceed. However, there are certainly some do’s and don’t’s when it comes to how you’ll go about presenting your survey’s findings.

Presentation 170

Presentation Net Promoter Score Leadership Insights 170

One Millimeter Mindset

AUGUST 24, 2022

Or are you doing the best possible job being purposefully present? I learned all about being purposefully present – which means not having any of the right questions or answers at all – from a 6-year old a few years ago. This focus can impede your being purposefully present in bringing out the best in others as well as yourselves.

Presentation 100

Presentation Sports Leadership Innovation 100

InMoment XI

APRIL 18, 2022

If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need. They are told that the holiday presents they receive will come courtesy of Santa (and Ms.) Check out these must read articles below! Uncover the Impact.

Article 418

Article Employee Experience Culture Connections 418

Experience Investigators by 360Connext

DECEMBER 31, 2014

Our first one, Social Customer Care, is a topic I’ve presented about for organizations like the Word of Mouth Marketing Association and the Online Marketing Institute. Now we’re presenting it just for you, and it’s totally free. Sign up here or below for reminders and registration information.

2015 247

2015 Webinar Entertainment Leadership 247

eglobalis

SEPTEMBER 28, 2024

Such behavior is out of sync with Toyota’s global brand ethos and presents challenges in delivering a consistent customer experience across markets, especially when dealing with small, family-owned dealers.

Automotive 478

Automotive Loyalty Return on Investment Transportation 478

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Data Visualization and Reporting These tools often provide intuitive dashboards and reports that present key performance indicators, sentiment trends, and other crucial metrics. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

MAY 24, 2022

At the end of the day, we want you to be confident that you gained as much value as possible from the break-out sessions, one-of-a-kind stories, and unique experience programs presented. With all we have planned, we are confident XI Forum Sydney will do just that. Here are six reasons to attend! The Most Hands-On Content in the Industry.

2022 370

2022 Events Entertainment Leadership 370

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? The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. What are you looking to climb? Why that hill? CX #CustExp Click To Tweet.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Customer Bliss

JANUARY 17, 2017

He had to present a proposal for his first 90 days in the role. And, most importantly, he went through a very extensive set of interviews with every level of leadership he would be working with. Ritz-Carlton leadership training. I call this “one-company leadership.” About Jason. Keynote speakers.

Customer Experience 0

Customer Experience Leadership 2015 Government 0

Customer Bliss

FEBRUARY 23, 2016

Some CX leaders do this work in a vacuum – reviewing data, identifying problems and then presenting. That’s the only path to sustainable organizational, leadership, and cultural change. The head of customer experience must present as a seasoned, balanced and comprehensive thinker. The role is NOT that.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

InMoment XI

FEBRUARY 15, 2023

Building the Foundation for A Successful CX Program: Moving Beyond the Continuous Improvement Framework Beyond those five core stages, though, there are certain foundational and organizational elements that must be present for CX to thrive in your company.

Sports 221

Sports Leadership Lifetime Customer ROI 221

Customer Bliss

SEPTEMBER 15, 2016

The role of the customer leadership executive is to engage leaders and the organization to want to be a part of one-company storytelling and prioritization of actions to earn the right to customer-driven growth. The power in converge moves you towards one-company, customer-driven leadership. Digital storytelling: Be the storyteller.

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

Customer Bliss

SEPTEMBER 22, 2016

Voice of the Customer Step 2: One-company leadership. One-company leadership or categorization of issues will help you start to see the value in the data you’ve collected re: voice of the customer. Voice of the Customer Step 4: How you present information. In short, smash those silos. No one wins. Be the customer.

Presentation 236

Presentation Social Media Leadership Call Center 236

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Shep Hyken, Chief Amazement Officer at Shepard Presentations. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

eglobalis

JULY 2, 2024

Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront. The emergence of advanced data analytics and real-time feedback mechanisms presents a transformative opportunity for organizations to transcend the constraints of NPS.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

AUGUST 19, 2024

Measuring the success of CX initiatives and sharing insights with your team and leadership is vital to continually improving and achieving these results. How to Prove CX ROI to Leadership? Leadership is more likely to support initiatives that show sustained, quantifiable returns. How to Measure the ROI of CX?

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Russel Lolacher

MAY 4, 2021

There are many who fall into positions of leadership that are ill-suited (think Michael from The Office) and they aren’t bettering the organizational health. The post What Will be Your Leadership Legacy? Great leaders do. Make those. Leave your organization healthier than when you joined it. appeared first on Russel Lolacher.

Leadership 128

Leadership Sports Events Connections 128

Customer Bliss

MARCH 12, 2019

Focus on Leadership Through Understanding the Life of the Customer. Jeanne: The whole purpose of CX, of customer experience: it’s leadership. ” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership.

Chief Customer Officer 273

Chief Customer Officer Customer Experience Leadership 2018 273

CloudCherry

SEPTEMBER 1, 2019

Prior to joining Tethr , Matt was a Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, held numerous global leadership roles in research, product development and management for CEB, now Gartner. in International Studies from Mount Saint Mary’s University in Emmitsburg, Maryland.

2013 244

2013 2011 2012 2010 244

Customer Bliss

JUNE 6, 2018

What I know from 25 years as a CCO practitioner and ten years as Coach to Customer Leadership Executives and their Leadership Teams is that we’ve got to take the reactive nature out of this work. Unite your business’ leadership. And that means building a one-company approach to business strategies.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Experience Investigators by 360Connext

FEBRUARY 20, 2024

While we may not be directly programming these AI systems, our leadership in how we listen and respond to our customers is pivotal —positioning AI as an invaluable ally in our efforts. This thoughtful approach is why customer experience leadership is vital to create successful outcomes.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

Experience Investigators by 360Connext

OCTOBER 2, 2018

When you are asked about a design or an idea, ask the presenter what customers will think. You need diligence and persistence in this type of leadership. Lead by sharing feedback from customers any way you can, and reinforce the importance of that feedback in every meeting. Did we find out? The “Big Idea” CX Leader.

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

CX Accelerator

JUNE 8, 2020

When frontline employees navigate difficult customer issues, their engagement will increase when they see leadership addressing some of the problems they share. Present your product roadmap and get valuable customer input. Engage team members, showing them the critical role they play in helping to improve the customer experience.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Customer Bliss

APRIL 6, 2017

I am all for uniting silos, and bringing senior leadership together in some form of shared accountability. Second step: align the information being presented and discussed. They might visit a physical store or buy your products on their iPad. That’s the only way you’re going to see customer-driven growth.

Leadership 230

Leadership Touchpoint Call Center Presentation 230

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Customer experience will happen whether or not you talk about. 15 Tips to Help You Communicate About Customer Experience 1.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

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? Darin understood the importance of uniting the team, so he laid the groundwork for the plan before presenting the full journey.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

TechSee

JUNE 16, 2021

Keep in mind that even the smallest slowdown in workflow may present a barrier to adoption of new technology. It is essential for company leadership to be fully on board with driving adoption of new technology within the organization. Agents should find the solution simple to use and effortless to deploy. Obtain Management Buy-in.

ROI 251

ROI Wireless Download Technology 251

eglobalis

AUGUST 28, 2024

However, there can be instances where free will is present, but moral responsibility is mitigated due to factors like coercion, lack of knowledge, or severe mental illness. Leadership plays a critical role in this transformation. Moral responsibility implies accountability for one’s actions, which presupposes free will.

Customer Experience 344

Customer Experience Events Customer Service Representative Culture 344

BlueOcean

JULY 20, 2023

Where once, there would have been most likely one, if not two, in-person sessions before a client and new partner inked a deal, these days, organizations are leaning more and more on virtual presentations and leaving in-person meetings until the absolute end of the process or foregoing them altogether. Does it align with your own?

Contact Center 294

Contact Center Travel 2020 Culture 294

Customer Bliss

MAY 23, 2018

She paid attention to the teachings from her leadership teams so she could encourage teammates to work together better since they hadn’t really worked closely before. Carolyne began to present her findings to leadership through weekly team meetings.

Sports 197

Sports Customer Experience E Commerce Travel 197

Customer Bliss

DECEMBER 4, 2018

I recorded this video just after I finished giving a keynote presentation for an internal service department of an organization. ” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership. In fact, the legal department.

Download 185

Download Chief Customer Officer Workshop Books 185

Think Customers

APRIL 10, 2025

This means ensuring that every investment in CX improvement is linked to measurable business outcomes , gaining leadership buy-in , and ensuring every department contributes to a unified, customer-centric vision. Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. CX meetings require thinking about the past, present, and future of the customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Experience Investigators by 360Connext

MARCH 19, 2024

In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook. Get ready to equip your team with the tools they need to excel in this challenging yet rewarding aspect of customer experience leadership.

Roadmap 200

Roadmap Culture Leadership Books 200