ijgolding

NOVEMBER 17, 2016

KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization. IG: Experience, experience, experience.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. She has served clients as an independent consulting partner since 2004. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Relationship Metrics

JULY 26, 2017

An employee’s perception of control is significantly related to psychological ownership. Pierce, O’Driscoll, Coghlan, 2004). When control over employee performance is influenced by management implementing carrot and stick practices, employees are stripped of control. Think about it as external Quality Monitoring (eQM).

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services. Recognition: Celebrate your customer service heroes.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45