Golden Ticket to Customer Experience Event July 2023

Golden Ticket to Customer Experience Event July 2023

by | Jul 7, 2023 | Miscellaneous

Win Golden Ticket to Invite-Only Customer Experience Event on 7/13/23. 

Are you a customer experience professional looking to take your skills to the next level? Then you will want to take advantage of an opportunity to attend the exclusive CX Executive event.

Hosted by Three Tree Tech, this event brings some of the industry’s top leaders to share insights, network, and explore the latest trends in customer experience.

 

This CX Stealth Experience will focus on establishing GRIT within your CX agents through culture and disruptive technology. 

Fortune Magazine says, “It’s loosely defined as courage, perseverance, resilience, creativity, a knack for problem-solving, and an openness to learning.” Simply Angela Duckworth defines it as the power of passion and perseverance. This CX Stealth Experience will focus on establishing GRIT within your CX agents through culture and disruptive technology. There will be various speakers and CX practitioners to be the HMS Surprise that captures the Acheron.

And the best part?

One lucky subscriber to my DoingCXRight Newsletter will win a golden ticket to the customer experience event and get FREE event registration, airfare, and hotel accommodations.

Event Details

Who is eligible to enter?

Customer experience executives and leaders interested in advancing CX skills and taking their brand to the next level. This offer is not eligible for people outside the USA.

Why attend? 

Not only will you have the chance to hear from top industry leaders and network with peers, but you’ll also have the opportunity to gain valuable insights and knowledge that you can apply to your own work. This CX event is the perfect platform for learning, growth, and professional development.

When can you enter the free giveaway? 

Right now, until the golden ticket drawing takes place on July 10, 2023. 

Where will the customer experience event take place on July 13, 2023? 

The CX invite-only forum is an in-person event held at the Cove At Lunetta Santa Monica, California from 2:00pm – 7.30pm.

How can you win the golden ticket? 

Entering is easy! Subscribe to DoingCXRight (form below) by July 10, and you’ll be automatically entered into the customer experience golden ticket drawing.  

NOTE: I’ll share your contact info with 3 Tree Tech so they can pick a name and notify you of winning.

More info about the customer experience event. 

The customer experience event will feature speakers from Fortune 1000 companies that have proven to be change agents within the technology space. In addition, you will hear from speakers presenting concrete steps they took to drive change to bring better visibility, improve risk mitigation, increase the adoption of automated frameworks, and other topics. This event is invite-only.  

Details about 3TreeTech event >HERE. 

CUSTOMER EXPERIENCE KEYNOTE SPEAKER

Jason Disborogh

Jason Disborogh

Chief Executive Officer - Multinational Clients at Aon

Jason has worked in the insurance industry for over 31 years and was
appointed to the role of Chief Executive Officer – Multinational Clients
(International) in 2017. In this role, Jason is responsible for Aon’s
multinational client strategy outside the United States. Jason is also an Enterprise Client Leader. Globally, Jason focuses on the evolving needs of Aon’s largest client relationships and how they can be supported in achieving their business strategy.
He is recognized as one of Aon’s leading risk-financing experts. He is a regular speaker at various professional association conferences regarding emerging risk trends,
strategic risk management, risk financing, and various general
insurance issues. In recognition of his subject matter expertise, Jason chaired the
Australian and New Zealand Insurance & Finance Institute’s Risk
Management Faculty Advisory Board from 2013 to 2015.

Subscribe to Newsletter & Enter Golden Ticket Drawing

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Contact info will be shared w/ 3 Tree to choose winner

By subscribing here, you are permitting Stacy to share your email with the sponsor for a chance to win the golden ticket. There will be one lucky winner selected.

 


From Vision to Reality: Building a Customer Service Culture the Right Way

From Vision to Reality: Building a Customer Service Culture the Right Way

by | Jun 17, 2023 | DoingCXRight®‬ Podcast

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Doing CX Right podcast show on Spotify with host Stacy Sherman
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Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

In the latest episode of Doing CX Right, host Stacy Sherman welcomes customer service culture expert Ron Kaufman to discuss practical strategies for creating a customer-centric culture within an organization.

One of the key topics discussed is the challenge of siloed thinking within teams. They emphasize the importance of breaking down silos and encouraging cross-functional collaboration to create a unified customer experience.

Measuring the effectiveness of service culture is another challenge addresses. Ron suggests using perception points to gauge customers’ opinions of the brand and to differentiate the business from its competitors.

Lastly, you’ll hear a real-life case study of a company that has successfully transformed its toxic culture into a customer service company. The valuable lessons learned from this example can be applied to any organization.

3 tips to building a customer service culture:

1. Encourage cross-functional collaboration to break down silos within teams.
2. Measure customer perception points to gauge the effectiveness of your service culture.
3. Learn from successful case studies and apply the lessons learned to your organization.

In the words of Kaufman, “A lot of people think that service is a department. But service is not a department, it’s a culture.”

Tune in to this episode and discover how to build a customer service culture the right way. Subscribe to “Doing CX Right” on your favorite podcast channels and share this episode with others who can benefit from these practical strategies.

Key Topics: customer experience, #customer service, customer care, company culture, business culture CX employee experience employee engagement employee culture podcast interviews podcast business

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About Ron Kaufman: Creating An Uplifting Customer Service Culture

Ron Kaufman is the author of the New York Times and USA Today bestseller, “UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet.”

For over two decades Ron has helped companies on every continent build a culture of uplifting service that delivers real business results year after year. Making transformation his mission, Ron is one of the world’s most sought-after educators, consultants, thought-leaders and customer service speaker in achieving superior service.

Learn more on his website, LinkedIn

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, coach and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that produces profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications. Her Why/ Mission: Cultivating meaningful, authentic relationships and experiences so people have more fulfillment in business and life. Contact Stacy for DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.

The Future of Customer Service: How Generative AI is Changing the Game

The Future of Customer Service: How Generative AI is Changing the Game

by | Mar 12, 2023 | DoingCXRight®‬ Podcast

What Is Generative AI & The Link To Customer Experience?

Are you wondering how to leverage generative AI in business to enhance customer experiences and service agents? How can AI increase efficiency while maintaining empathetic human interactions?

Stacy Sherman and special guest, Even Kirstel, an expert analyst in disruptive technologies including generative AI,  w/ 550K followers, answer these questions and much more to help you achieve business success as technology is changing our experiences rapidly.

Getting educated and applying the latest generative AI and emerging technology developments is important to stay competitive. Yet, without losing the HUMAN HEART in business. You’ll learn how to merge it all from his episode.

What You’ll Learn:

  • What generative AI actually means in simple terms from an expert view.
  • Examples and use cases of leveraging generative AI in business to enhance customer experiences.
  • Future trends with Generative AI and applications to enhance employee and agent experiences and leading better engagement too.

And, Personal Stories Besides Generative AI and Emerging Technology

You’ll also hear Evan share why his passions, the best leadership advice received/given, advice he’d give to his younger self that may be useful to you, and fun facts.

Press Play ▶️ To LISTEN To Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
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Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

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About Evan Kirstil

B2B thought leader and top technology influencer with an aggregate social media audience of 470,000 people (350K Twitter, 54K LinkedIn and 70K Instagram followers, 3K Clubhouse).

He’s built an organic reach in the tens of millions, in just 10 years.

Named 4th Most Engaging Digital Marketer by Brand24

B2B tech brands like Intel, 3M, AT&T Business, Qualcomm, HPE, Telefonica, Samsung, Citrix and Ericsson hire him to help them to achieve massive visibility and scale, leveraging the power of social media in a variety of market segments including mobile, blockchain, cloud, 5G, HealthTech, IoT, AI, Digital Health, crypto, AR, VR, Big Data, Analytics and CyberSecurity. 

Learn more:

https://www.evankirstel.com/

https://www.evankirstel.com/blog

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

How To Balance BOTH Customer Service Agent Training AND Competing Demands

How To Balance BOTH Customer Service Agent Training AND Competing Demands

by | Feb 17, 2023 | Contact Center

The Importance of Prioritizing Agent Training in Contact Centers

Customer Service leaders continue to face a paradoxical challenge – balancing the high volume of customer demands with the need to provide ongoing agent training and development. While it is important to ensure that agents handle as many calls as possible, neglecting their learning and development can negatively impact service levels and agent retention too.

So why do some contact center managers not make agent training a higher priority? I asked a few leaders and discovered that they view agent training as unnecessary and that the time spent on learning and development programs takes away from handling customer calls. Additionally, they see agent training as a one-time event rather than an ongoing process (indicating they overlook its importance.)

On the flip side, many best-in-class leaders believe agent training is an important investment and advocate for BOTH learning and development programs AND balancing contact center demands, especially during talent shortages. This approach yields better results for agents and, ultimately, customers too.

5 Strategies For Effectively Training Agents When Teams Are Stretched

  1. Incorporate Microlearning into Agent Training Programs: Provide bite-sized information that is easier to absorb and retain. Also, increase efficiency by using technology such as E-Learning Modules and Virtual on-demand training to complete at their convenience.
  2. Create a Mentorship Program: Provide ongoing coaching and support to allow agents to continue developing their skills and knowledge. Also, encourage cross-training. Allow agents to have a broader understanding of the contact center’s operations, leading to increased collaboration and a more cohesive team.
  3. Schedule Training During Non-Peak Times: Create learning opportunities during slower periods to minimize the impact on customer service operations.
  4. Utilize Gamification Techniques: Make training more enjoyable and effective by incorporating rewards and recognition into learning programs.
  5. Create a Culture of Learning and Development: Establish a supportive workplace through regular coaching, feedback, and incentives initiatives.

Conclusion

Investing in agent training is essential for improving customer satisfaction and reducing staff turnover. There are real ROI benefits that become visible over time.

Aent training does not need to be an either/or situation but rather a “Both/And” win-win opportunity.

Learn about the benefits of “Both/And” mindset and ways to thrive with multiple knotted tensions happening at the same time.

Check out my conversation with Wendy Smith, a Professor at the Lerner College of Business and Economics at the University of Delaware. She has done extensive research on strategic paradoxes and how leaders and senior teams can effectively respond to contradictory yet interdependent demands. I believe it relates to contact center investment decisions too.

I encourage you to get Wendy’s book co-authored with Marianne Lewis, as you’ll quickly understand our brains love to make either-or choices, and that we choose one option over the other. Yet, there’s a better way through Both/And thinking!

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Golden Ticket to Customer Experience Event

Golden Ticket to Customer Experience Event

by | Feb 3, 2023 | Miscellaneous

Win Golden Ticket to Invite-Only Customer Experience Event on 2/16/23. 

Are you a customer experience professional looking to take your skills to the next level? Then you will want to take advantage of an opportunity to attend the exclusive CX Executive event.

Hosted by 3 Tree Tech, this event brings some of the industry’s top leaders to share insights, network, and explore the latest trends in customer experience.  

And the best part?

One lucky subscriber to my DoingCXRight Newsletter will win a golden ticket to the customer experience event and get FREE event registration, airfare, and hotel accommodations.

Event Details

Who is eligible to enter?

Customer experience executives and leaders interested in advancing CX skills and taking their brand to the next level. This offer is not eligible for people outside the USA.

Why attend? 

Not only will you have the chance to hear from top industry leaders and network with peers, but you’ll also have the opportunity to gain valuable insights and knowledge that you can apply to your own work. This CX event is the perfect platform for learning, growth, and professional development.

When can you enter the free giveaway? 

Right now, until the golden ticket drawing takes place on February 9. 

Where will the customer experience event take place? 

The CX invite-only forum is an in-person event held in Portland, Oregon, at the tech team’s HQ. (Food and beverages are not just provided, but delicious.)

How can you win the golden ticket? 

Entering is easy! Subscribe to DoingCXRight (form below) by February 9, and you’ll be automatically entered into the customer experience golden ticket drawing.  

NOTE: I’ll share your contact info with 3 Tree Tech so they can pick a name and notify you of winning. Offer is available only to people in the USA!

More info about the customer experience event. 

The customer experience event will feature speakers from Fortune 1000 companies that have proven to be change agents within the technology space. In addition, you will hear from speakers presenting concrete steps they took to drive change to bring better visibility, improve risk mitigation, increase the adoption of automated frameworks, and other topics. This event is invite-only.  

Details about 3TreeTech event >HERE. 

CUSTOMER EXPERIENCE KEYNOTE SPEAKERS

MICHELLE MARTINEZ

MICHELLE MARTINEZ

SVP of Customer Experience

Michelle has over 20 years of marketing experience and 13 years of product development and account management experience. She’s been transforming customer experience for organizations ranging from start-ups to Fortune 500 companies. Martinez is a pro at understanding how customers make decisions and rely on you to solve their problems. She loves to work at the intersection of all things customer experience – product, service, brand, technology, analytics, marketing, and more. She knows when you get that right, it becomes your most significant growth driver.

TIM SCHOCKE

TIM SCHOCKE

Lead Product Manager - Contact Center Technology

Tim has over 20 years of professional experience crossing telecom, insurance, and most recently retail.  His cross-discipline background covers project/portfolio/product management, finance management, operations strategy, and technology strategy.  A common thread throughout these experiences is how to sell and prove the business case around optimization initiatives.  Moving from core system IT investment to Robotic Process Automation to most recently, contact center optimization Tim has influenced C-suite leaders and understands the pragmatic realities of rationalizing and proving a success.With the pivot from core system to customer service, Tim has become customer-obsessed and roots product vision in reinvented customer experiences…without forgetting there is still a dollars and cents story to tell as well.  Tim is excited to share stories about how putting the customer first drives bottom-line value.

Subscribe to Newsletter & Enter Golden Ticket Drawing

* indicates required
Contact info will be shared w/ 3 Tree to choose winner

By subscribing here, you are permitting Stacy to share your email with the sponsor for a chance to win the golden ticket. There will be one lucky winner selected on Feb 9.