ijgolding

MARCH 14, 2017

Normally a CX expert is drafted in and a workshop created for the key stakeholders. You may use a consultant to help facilitate the workshop and even help draft a plan, however it is more likely that you will know more about your industry and customers that he or she does. I have heard consultants blamed for not delivering the change quickly enough, when in fact in nearly all cases I have been involved in, this has been down to the organisation itself.

Customer Experience 59

Customer Experience Government Consulting Consulting 59

Interaction Metrics

JUNE 9, 2022

As a Customer Experience Consultant, I see that CX teams are too often not inquisitive enough about their customers’ thoughts and feelings. Instead, they combine multiple methods, workshops, employee engagement studies, and more. Customer Experience Consultant Perch.

Metrics 62

Metrics Consulting Consulting Finance 62

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. First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. Diana Oreck on How to Be a Customer Service Rock Star.

Consulting 202

Consulting Consulting Employee engagement Management 202

360Connext

FEBRUARY 9, 2018

If you’d like to put this power in your team’s hands and turn your whole organization into a customer-focused powerhouse, why not have a workshop to help them understand the mindset, approach, techniques, and many unconventional ways to get more ROI from a living customer journey map? Learn more about Customer Journey Mapping Workshops. The post A Dozen Crazy Customer Touchpoints Translated appeared first on Customer Experience Consulting.

Journey mapping 105

Journey mapping Consulting Consulting Marketing 105

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. s portfolio of training, consulting and certification services has been transformed for virtual delivery. Customer Experience Consulting Services. By virtualizing CX consulting services, COPC Inc.

Consulting 40

Consulting Consulting Best practices outsourcing 40

360Connext

AUGUST 14, 2017

This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. The post How to Create Your Punch List for Quick CX Wins appeared first on Customer Experience Consulting. Blog Customer Experience Featured coaching evaluation improvement linkedin strategy workshopsHave you ever lived through a major renovation project or lived through construction of a house or condo?

Automotive 77

Automotive Real estate Construction Transportation 77

Contact Center Pipeline

JANUARY 29, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.

Consulting 288

Consulting Consulting Contact Center Call Center 288

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 279

Airlines Consulting Consulting Customer emotions 279

Taylor Reach Group

MARCH 20, 2020

Host seminars or workshops that address depression and stress management techniques, like mindfulness, breathing exercises, and meditation, to help employees reduce anxiety and stress and improve focus and motivation. By Colin Taylor.

Coaching 117

Coaching Employee engagement Best practices Consulting 117

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. The post The Power of Servant Leadership to Build and Sustain Stakeholder Value appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Michael Lowenstein, Ph.D.,

Airlines 199

Airlines Enterprise Consulting Consulting 199

Customer Interactions

DECEMBER 14, 2012

It has now been about half a year since I moderated my first PSIM workshop. Participants have run the gambit from consultants and integrators to utilities, oil and gas, banks, transit operations, cities, entertainment companies, police and fire departments, airports, and emergency management professionals. When we first came up with the concept of the workshops, we knew we didn’t want to do the typical roadshow with sales presentations and product demos.

Education 31

Education Entertainment Government Banking 31

ijgolding

AUGUST 12, 2014

The book is written by Carolyn Blunt (Managing Director of Real Results ) and Martin Hill-Wilson (Founder of Brainfood Consulting ). Out of interest, Martin runs a number of workshops on the subject of social customer service – if you like the book, you can find information about his workshops here. It is impossible to ignore the fact that customer service has gone all social on us.

Customer Service 92

Customer Service Management Consulting Consulting 92

CSM Practice

SEPTEMBER 15, 2019

Here are a few processes that worked successfully for our consulting firm, CSM Practice : 1) Onboarding Process. 3) Workshops. For key accounts, consider offering free on-site workshops to engage in more in-depth strategy discussions and continuously develop a trusted advisory rapport with your decision makers. All businesses promise to deliver value to their customers.

Upselling 45

Upselling SaaS Metrics Customer centricity 45

Cisco - Contact Center

JANUARY 10, 2023

Xentaurs is a next generation consulting and Cisco digital solution integrator partner dedicated to making digital technology transformation a reality. Most importantly, workshops are customized to address the customer’s business problems, including strategy, implementation, and enablement.

Banking 145

Banking APIs Enterprise Engineering 145

Beyond Philosophy

JANUARY 8, 2021

When we work with clients at regular times, we would typically run face-to-face, onsite workshops. That doesn’t work in today’s environment, so we’ve put our workshops online. It is not often in life that you get the opportunity to reset things.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

CX Accelerator

NOVEMBER 11, 2022

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 Analytics Government Customer centricity 307

Customer Experience Matters

APRIL 26, 2018

We’ve used it in our research and consulting, taught it within some of our workshops, and now we’ve made it even easier for people to use on their own. Do you want to examine experiences through the eyes of your customers? I’m happy to announce that we’ve just released online training to help you use on of our tools, the SLICE-B Experience Review Guide.

Consulting 83

Consulting Consulting Customer Experience 83

ConvergeOne

FEBRUARY 8, 2022

While consulting with many organizations across many vertical markets, one issue plagues them all: Supply chain issues and delays related to the current chip shortage and lack of employees for many organizations. Schedule your workshop today.

Education 85

Education Consulting Consulting Marketing 85

Beyond Philosophy

OCTOBER 8, 2020

For example, I was running a workshop for a client in the mobile communications market. The VP of customer service was late and came into the workshop after about an hour looking fraught. In another client situation, I spoke with a senior manager at a water utility we were consulting.

Consulting 434

Consulting Consulting Advertising Call Center 434

ConvergeOne

APRIL 13, 2021

I consult with companies from many markets that are scattered across the United States, and most of them had to pivot last year when the COVID pandemic hit. Get Started with a Data Center Foundations Workshop. Register for your complimentary Data Center Foundations Workshop.

Consulting 73

Consulting Consulting Marketing Management 73

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. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Amanda is a highly experienced customer experience consultant, adviser, and writer.

Consulting 130

Consulting Consulting Customer Experience Chief Customer Officer 130

CX Journey

MARCH 21, 2018

Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Consultants, but just keep associated costs in mind under this header. Customer journey mapping workshops: even if you don't hire a consultant to conduct the mapping sessions with/for you, you'll still need to factor in location costs, materials, food and beverages, etc.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

ShepHyken

NOVEMBER 20, 2020

Allow employees to have some room for creative solutions without consulting the leader or manual on everything. Consider having on-site training workshops by customer service experts. The workshops are customized to meet the unique needs of your employees.

Customer Service 394

Customer Service Chatbots Education Feedback 394

Call Center Weekly

JANUARY 10, 2018

Jeannie Walters is a customer experience and patient experience speaker, a writer, and a consultant with more than 15 years experience in assisting all types of companies, including Fortune 500. Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings. How does the SaaS customer experience differ from traditional business models? Any customer experience has some of the same steps in the journey.

Call Center 136

Call Center SaaS Journey mapping Consulting 136

C Space

OCTOBER 5, 2021

C Space’s customized customer programs are tailored based on specific business needs and include private online communities, in-person live events, visual storytelling, co-creation workshops, and business consulting.

Technology 98

Technology Engineering Consulting Consulting 98

Beyond Philosophy

JANUARY 2, 2019

As a global Customer Experience consultant since 1998, before Customer Experience was a glint in its father’s eye, here’s what I say you need to do. Also, consider hiring outside consultants to talk to them about Customer Experience. Glenn Laverty, president and CEO of RICOH Canada worked with our global Customer Experience consultancy and improved his Net Promoter Score 34 points in 30 months. Hire consultants to run a workshop. I am concerned.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Technology 331

Technology Consulting Consulting Education 331

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. It took them five months to make a decision about which company should run the workshop and by the time they decided the organization had run out of money in the annual budget and so it didn’t take place!

Consulting 283

Consulting Consulting Marketing Personalization 283

Aspect

MAY 8, 2020

A complimentary home workforce consultation workshop from Aspect may help. The events over the past several weeks have had an impact on businesses across the globe.

Consulting 117

Consulting Consulting 117

C Space

JANUARY 20, 2021

C Space’s customized customer programs are tailored based on specific business needs and include private online communities, in-person live events, visual storytelling, co-creation workshops, and business consulting. C Space promotes Jessica DeVlieger to global CEO role.

Advertising 97

Advertising Consulting Consulting Marketing 97

ConvergeOne

MAY 24, 2022

Other solutions and applications include: Industry-leading consulting workshops and assessment of network Infrastructure, cybersecurity, collaboration tools, policies, and processes that enable leaders to act on fact.

Education 67

Education Consulting Consulting Contact Center 67

Aspect

OCTOBER 21, 2019

There will be stories from CallMiner Eureka users and industry gurus in over 50 sessions and workshops split into separate tracks for executives, program owners, and data scientists & analysts. On Tuesday, November 5, 2019, our senior solutions consultant, Carel Warfield will be sharing ways to optimize people and processes with workforce management, quality management, and performance management. Don’t “waste away” between Halloween and Thanksgiving.

Consulting 48

Consulting Consulting Quality management Best practices 48

ConvergeOne

FEBRUARY 15, 2022

ConvergeOne's WAVES methodology is a proprietary consulting model that will assess a school district's existing technology investments and provide critical insights to allow the district to make better business decisions – insights that will lead to actions. Get started with a WAVES Workshop.

Technology 85

Technology Education Consulting Consulting 85

Beyond Philosophy

OCTOBER 29, 2020

I was running a workshop with a utility client many years ago about the concept of Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Airlines 417

Airlines Customer centricity Consulting Consulting 417

ShepHyken

FEBRUARY 1, 2019

In addition, make the training a hands-on experience; a classroom-like environment with workshops is better than one jumbled lecture-like session. As a Senior CRM Consultant for Indusa , Dawn Gucciardo is a functional leader, helping clients plan, implement, and adopt leading customer enablement technologies.

CRM 254

CRM Customer centricity Finance Coaching 254

Connecting the Dots

OCTOBER 9, 2018

If you’d like to receive notice of John’s next webinar, or contact John to request he speak at a workshop or seminar, reach out here. appeared first on Customer Care Measurement & Consulting (CCMC). CCMC ~.

Engineering 62

Engineering Consulting Consulting Customer Care 62

Beyond Philosophy

JANUARY 17, 2018

One area that I see this play out a lot in my experience as a Global Customer Experience Consultant is with customer complaints. I was running a workshop in the states for a mobile company when the sales manager came in late. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Imagine that you bought a ticket to see a play for $20.

Entertainment 314

Entertainment Accountability Consulting Consulting 314

ConvergeOne

FEBRUARY 22, 2022

In my last blog post , I advocated for beginning your customer experience modernization journey by consulting with IT. Schedule a customized Collaboration and Customer Experience Modernization Workshop to ensure you have the right vision and strategy to execute your modernization journey.

Self service 94

Self service Customer Experience Interactive Voice Response Engineering 94

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. A great presentation is an amazing tool in engaging your employees. But, I can’t tell you often I’ve sat through a presentation that was just a report out in disguise.

Employee engagement 81

Employee engagement Personalization Consulting Consulting 81

ClearAction

DECEMBER 31, 2016

Arrange action planning workshops for originating departments. Conduct cross-functional workshops to identify silos and plan ways to make the journey smoother. Consult the journey map regularly when creating or adjusting anything. Conduct an action planning workshop with every business unit on a regular basis, at least annually. The post 2017 Customer Experience Resolutions appeared first on ClearAction Customer Experience Consulting.

Customer Experience 81

Customer Experience Journey mapping Consulting Consulting 81