ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. And management at the Ritz-Carlton is fantastic, because they walk the talk.

Consulting 202

Consulting Consulting Employee engagement Customer Service 202

Beyond Philosophy

JUNE 20, 2016

I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002. One client in the UK who wanted to conduct a one day workshop with their senior team. 3 Critical Change Management Steps. Company Politics .

Consulting 283

Consulting Consulting Customer Experience Marketing 283

CSM Magazine

NOVEMBER 5, 2024

The customer experience management market is on track to grow at a 15.4% Another standout feature is case management. Many companies partner with a Dynamics 365 customer service consultant to set up workflows that meet their unique support needs, ensuring every case is handled effectively.

Customer Service 52

Customer Service Management Metrics Consulting 52

Beyond Philosophy

DECEMBER 22, 2023

We also talk about what all this functionality of the AI of tomorrow means to you in managing your experiences today. Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience.

Consulting 221

Consulting Consulting Education Customer effort 221

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. If you don’t focus on the function, it might not reach your goal. Bob Thompson. Bob Thompson is CEO of CustomerThink Corp.,

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Beyond Philosophy

DECEMBER 8, 2023

.’ As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’ The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years. Click here to learn more about Professor Ryan Hamilton of Emory University.

Airlines 221

Airlines Consulting Consulting Education 221

Beyond Philosophy

DECEMBER 29, 2023

.’ As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’ The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years. Click here to learn more about Professor Ryan Hamilton of Emory University.

Consulting 221

Consulting Consulting Customer centricity Education 221

CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

DECEMBER 16, 2023

The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years. Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience.

Consulting 195

Consulting Consulting Education Marketing 195

CCNG

SEPTEMBER 13, 2023

Using external consultants to conduct a 2 1 2 day “discovery” workshop then entering the Digital Enablement phase to deliver targeted digital capabilities that were identified during the Digital Discovery process. Leaders model these behaviors and call out agents who exhibit these behaviors.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

ShepHyken

FEBRUARY 1, 2019

As a business owner, operations manager or stakeholder, it is common to invest time, effort and money into building a customer-centric human workforce to help execute a business strategy. In addition, make the training a hands-on experience; a classroom-like environment with workshops is better than one jumbled lecture-like session.

Customer centricity 244

Customer centricity CRM Finance Coaching 244

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

SEPTEMBER 24, 2023

How to Overcome Cross-Functional Collaboration Obstacles in CX by Kelechi Okeke (CXService360) In the field of Customer Experience (CX) management, one of the most significant challenges that organizations face is ensuring that their CX initiatives run smoothly across various departments and teams. It takes cross-functional collaboration.

Customer Service 195

Customer Service Morale Surveys Consulting 195

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Beyond Philosophy

DECEMBER 19, 2020

To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. To have happy employees, you need to manage stress, whether it’s yours or theirs. From the beginning, Dr. Mohan takes a consultative approach to stress management.

Consulting 248

Consulting Consulting Management Coaching 248

AWS Machine Learning

FEBRUARY 19, 2025

They are responsible for managing the cluster compute allocation according to the organizations priorities and goals. Managing compute The first step to managing capacity across teams is to set up compute allocations. In our public workshop, we have steps on how to set up Amazon Managed Prometheus and Grafana dashboards.

Government 83

Government Best practices Engineering Enterprise 83

ijgolding

AUGUST 12, 2014

Although this is a fact, there are still many organisations who are yet to understand how to manage this new ‘channel’ particularly well. The book is written by Carolyn Blunt (Managing Director of Real Results ) and Martin Hill-Wilson (Founder of Brainfood Consulting ). The Ecosystem for Social Customer Service.

Customer Service 92

Customer Service Customer Experience Management Consulting 92

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems. Wipro is an AWS Premier Tier Services Partner and Managed Service Provider (MSP).

Management 135

Management APIs Engineering Government 135

ShepHyken

NOVEMBER 19, 2023

The manager says, “Just pay next time you’re in.” Manage Expectations, But, Where It Matters… by JC Quintana (Relationship-Focused) Expectation-setting forms the groundwork for communication and interaction in every aspect of personal and business relationships. This article focuses on how to manage expectations.

Morale 169

Morale Customer Service Chatbots Feedback 169

Interaction Metrics

AUGUST 14, 2024

If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm. A customer service consulting firm can transform your company into one where customer service creates loyal customers who will help grow your company through their loyalty and positive word-of-mouth marketing.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 133

Banking Enterprise Contact Center APIs 133

Outsource Consultants

MARCH 17, 2025

At Outsource Consultants, we’ve seen firsthand how effective Philippines recruitment can transform customer service operations. Management should show more involvement in the onboarding process and not leave it solely to HR. Regular skill-building workshops can help agents stay current with industry trends and technologies.

Call Center 67

Call Center outsourcing Education Consulting 67

Beyond Philosophy

JUNE 1, 2023

Management may not be able to understand your context. What’s more, the senior management had one, too. The senior managers thought customers would be ready to present their account numbers upon getting through the call center queue. I deal with this problem often in my consultative role. Click here !

Accountability 195

Accountability Call Center Education Consulting 195

Taylor Reach Group

MARCH 20, 2020

Mental health has long been stigmatized and many managers are uncomfortable dealing with this topic. Provide free or subsidized lifestyle coaching, counseling, or self-management programs. To find out more about how Taylor Reach can help your company with employee mental health programs, CLICK HERE to schedule a free consultation.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Having a clear understanding of the team structure and who the direct manager will be.

SaaS 52

SaaS Upselling Enterprise industry standards 52

AWS Machine Learning

JULY 2, 2024

Organizations also require the implementation of common security practices such as identity and access management, to make sure that only authorized and authenticated users are allowed to perform specific actions or access specific resources. Refer to the Amazon Bedrock FAQs for further details. Run the script amplify-setup.sh

APIs 143

APIs Scripts Enterprise Engineering 143

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. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ClearAction

OCTOBER 21, 2017

Customer Experience Management Prevents Process Silos Lynn Hunsaker. It’s the job of customer experience management to drive smooth journeys and maximize value across the life cycle. Accordingly, it’s the role of customer experience managers to prevent process silos. Manageability. Management’s inside-out thinking.

Customer Experience 67

Customer Experience Management Journey mapping Engineering 67

CX Global Media

DECEMBER 28, 2017

He mentioned that in over 25 years of consulting, he learned, that we are pathetic at change. He’d put people through workshops and help them individually learn the skills of change but they get back to the organization or get back to the team and they’re not changing and so their motivation runs out.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

CrazyCall

APRIL 9, 2019

Before joining Salesforce she spent decades in various sales and leadership positions, managing both start-up and Fortune 500 sales organizations, including Gartner. Trish Bertuzzi is also actively involved in the tech community and is the creator and manager of the LinkedIn Inside Sales Experts Group. Lori Richardson.

Sales 133

Sales Consulting Consulting Coaching 133

CSM Magazine

DECEMBER 2, 2024

This entails actively listening to patients, being empathetic, managing expectations, and providing clear and timely updates. Telemedicine Telemedicine has been shown to improve the capacity of healthcare providers to manage patient care efficiently, without the need for physical presence.

Healthcare 52

Healthcare Customer Service Surveys Wait times 52

Kristina Evey

APRIL 28, 2015

Interested companies gather a little information, talk about it from time to time, hire a consultant, might spend a little money for a workshop or training session, and believe that they are on the right track.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

ClearAction

DECEMBER 31, 2016

What’s new in 2017 customer experience management? Ultimately, success in turning a new leaf depends on getting your hooks into manageable steps that resolve past weaknesses to propel your growth. Arrange action planning workshops for originating departments. 2017 Customer Experience Resolutions Lynn Hunsaker.

Customer Experience 81

Customer Experience Journey mapping Consulting Consulting 81

HGS

MAY 27, 2015

I believe this will be a valuable differentiator for customer experience management specialists in the future. Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. Training, Training, and More Training.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Peter Lavers

NOVEMBER 14, 2017

Laughlin Consultancy provides training, consultancy, mentoring & other services. One option for doing so is this workshop, part of DataIQ’s excellent Leaders package. Most important skills: (2) Stakeholder Management – inc. Almost as often requested, are improved skills in managing difficult stakeholders.

Analytics 100

Analytics Banking Consulting Consulting 100

Taylor Reach Group

MAY 11, 2021

Take the time to brainstorm or conduct focus groups with a mix of management and the front line. Develop a ‘Guiding Principal’ document to guide agents with their decisions during customer contact and invest the time to conduct workshops and training of all staff. Good things will come out of this kind of activity.

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

Mindtouch

OCTOBER 14, 2016

Michael Abrams, Senior Talent Management Leader, Banner Health, @MikeAbrams. David Anderson, Community Manager, Articulate Global , Inc., Scott Bennett, Manager, Corporate Communications, The Procter & Gamble Company, @ScottB3nn3tt. Arnold Burian, Senior Manager, Global Technology, Deloitte LLP, @arnoldburian.

Consulting 91

Consulting Consulting Engineering Construction 91