Execs In The Know

JANUARY 29, 2023

A relentless focus on exceeding customer experience (CX) is the founding principle behind everything CX leaders do. Kicking off on March 1, 2023, we’re taking CRS to Austin, Texas, to explore “Creating Moments That Matter” with our global community of CX leaders. Why does attending CRS matter more than you think?

CX 90

CX Hospitality Hospitality Actionable Insights 90

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

CX 89

CX CX Transformation Government Management Consulting 89

Fonolo

MARCH 6, 2019

This Canadian customer experience-obsessed organization is a vibrant and integral part of the North American CS and CX verticals. In addition to hosting an annual conference, and paying homage to outstanding leadership with its Customer Service Excellence Awards, GTACC is a useful resource for knowledge-sharing in the CS and CX spaces.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Execs In The Know

MARCH 16, 2023

While digital technologies continue to take center stage, achieving successful transformation is as much about people and relationships as it is about automation and AI. There’s a new capability or technology vendor at every event. If the last few years have taught us anything, it’s to appreciate human interactions, empathy, and care.

Contact Center 97

Contact Center Innovation AI Technology 97

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling. April: When I joined woom Bikes, the U.S.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Kerry Bodine

JANUARY 4, 2017

IQPC’s CX Exchange Telecoms. IQPC’s CX Exchange Retail. Walker B-to-B CX Summit. San Antonio, Texas. Gartner’s Customer Experience & Technologies Summit. Next Generation Customer Experience. March 27 – 29, 2017. April 25 – 26, 2017. Customer Experience Strategies Summit. April 25 – 26, 2017.

CEM 48

CEM CX Contact Center Retail 48

Customer Bliss

FEBRUARY 7, 2017

Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. Karen joined Dell in 2000 from Citigroup, where she was vice president of Global Operations and Technology. It’s not just about specific CX metrics.

Technology 64

Technology Technology CX Customer Satisfaction 64