Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Russel Lolacher

JANUARY 12, 2021

” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. “Tear down silos!” ” “Let’s silo smash!”

Employee engagement 59

Employee engagement Education Consulting Consulting 59

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . This is the next step to engaging with team members. 5 ways to become a WFM guru.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.”

Consulting 97

Consulting Consulting Scripts Employee engagement 97

Integrity Solutions

DECEMBER 21, 2020

And we kicked off 2020 with a couple of top honors from the prestigious global Stevie Awards , when Integrity Solutions won a Gold Stevie Award for Sales Consulting Practice of the Year and a Bronze for Sales Training Practice of the Year. Out of those client discussions came some pretty exciting new developments on our end.

Sales 64

Sales Consulting Consulting Personalization 64

CX Journey

SEPTEMBER 8, 2016

So it's important that we listen to employees and find out what's keeping them from being able to delight customers. Voice of the Employee programs consist of many different types of listening posts, including: employee engagement surveys, employee satisfaction surveys, culture assessments, transactional/event-based surveys (e.g.,

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Journey mapping Customer Experience Surveys Airlines 49

Russel Lolacher

FEBRUARY 1, 2021

I once did a workshop 26 times, in six weeks. By the end of it, the workshop was a well-oiled machine. I love my friend Shawn Soole ‘s (a hospitality consultant) quote about the P3 of preparation, even if his is more about bartending. It still applies here: “ Poor preparation equals P**s Poor Performance.”

Personalization 81

Personalization Employee engagement Consulting Consulting 81

Russel Lolacher

MAY 1, 2023

In this episode of Relationships at Work, Russel chats with culture consultant and wellness counsellor Rita Chand on what bullying in the workplace feels like, looks like and what we can do about it. She’s recently facilitated creator workshop called the how to recognize when you’re being bullied in the workplace.

Personalization 98

Personalization Coaching Employee engagement Consulting 98

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

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Consulting Consulting Metrics Feedback 126

NobelBiz

MAY 22, 2022

Rachel Macklin Rachel has a staffing and consulting background with over 15 years of experience. Effective workforce management leads to a better customer experience, cost savings, and, probably most importantly, higher employee engagement and attrition. Determine your geography (how wide a web you can cast?)

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call center workforce Call Center Management Gamification 52

Up Your Service

APRIL 1, 2018

Your Service is a global education and consulting company. And now the industry is stepping up again to deliver social rituals, personal transformations, expert workshops, unexpected adventures, and other unique cultural retreats. Standing still in a world of changing customer expectations is a recipe for defeat and decline.

Customer Experience 80

Customer Experience Education Telecommunications Personalization 80

Fonolo

MARCH 4, 2020

The CSPN conferences have become known in the GTA for their engaging workshops, inspiring speakers and panels, and intensive networking opportunities. The Customer Obsessed award itself acknowledges customer service teams who differentiate themselves in their industry and are viewed as ‘customer-obsessed’ by their own clients.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Russel Lolacher

JANUARY 23, 2023

Then we go into workshops where we’ll take that assessment and our key workshop, we call it breaking through the awkward zone. So people walk out of that workshop with a concrete plan, like, we want them to bridge that gap, they should not be stuck in the awkward zone. And why do we have to focus on these skills.

Personalization 52

Personalization Employee engagement Construction Benchmark 52

Up Your Service

APRIL 1, 2018

Your Service is a global education and consulting company. And now the industry is stepping up again to deliver social rituals, personal transformations, expert workshops, unexpected adventures, and other unique cultural retreats. Standing still in a world of changing customer expectations is a recipe for defeat and decline.

Customer Experience 69

Customer Experience Education Telecommunications Personalization 69

ClearAction

AUGUST 21, 2016

Just after we conducted the round-the-globe action planning workshops we published the top themes from our latest relationship survey and promised customers we’d report back to them in nine months. Customer Experience Undercover Boss for All Employees. Lean/Six Sigma), CX management (i.e. And we did.

Customer Experience 54

Customer Experience B2B Surveys Engineering 54

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. She’s a speaker, a Youtube video creator and she’s taking advantage of TikTok as a platform for career advice and education.

Personalization 98

Personalization Coaching Education Marketing 98

Russel Lolacher

NOVEMBER 14, 2022

And so I got my severance and went out and actually that I started consulting almost right away. It was a not a great employee experience, certainly. But it actually is the last time I’ve been an employee for for anybody else. And we’ve certainly given some great examples of workshops and individual work.

Personalization 52

Personalization Consulting Consulting Advertising 52

Fonolo

FEBRUARY 20, 2020

The CSPN conferences have become known in the GTA for their engaging workshops, inspiring speakers and panels, and intensive networking opportunities. Handpicked related content: 4 Metrics Your Call Center Needs to Track in 2020. HR, Talent, Time Management, Benefits and Payroll. Informed by data and designed for people. About CSPN.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

MARCH 20, 2023

Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. A few reasons why she is awesome — she is an executive coach, speaker and licensed psychologist providing psychotherapy, career coaching and organizational consulting for more than a decade. Lauren Appio.

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Coaching Personalization Consulting Consulting 98

Russel Lolacher

JANUARY 8, 2022

Some of the reasons Leslie is awesome – Owner of the E-write consultancy, she’s a professional writing trainer, coach and instructor, professional speaker, and you feel the benefit of her expertise through organizations like Air Canada, US Fish and Wildlife Service and Caterpillar. .” She is owner of the Ewrite consultancy.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

Russel Lolacher

MAY 1, 2022

How speaking well helps employee engagement. How can that help employee engagement? How can that help the employee experience whether it’s the person talking, or the person being talked to? The importance of preparation, and its dark side. How situational awareness is a factor in speaking success.

Employee engagement 52

Employee engagement Personalization Management Scripts 52

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. We know that traditional approaches like multi-day workshops don’t build skills efficiently. Contact Center Industry Facts.

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Contact Center CCNG Morale Coaching 120