Zenni Optical’s Post

🌟 Human-Centric leadership will transform your Contact Centre 🌟 In an era where customer experience is paramount, the role of human-centric leadership in contact centres has never been more crucial. As we delve into the latest trends in contact centre operations, a resounding theme emerges: treating your employees with the same reverence as your customers is not just good practice; it's the cornerstone of transformative customer service. 2024 is witnessing a paradigm shift, where operational excellence is achieved not just through streamlined processes and technology but through nurturing a culture that values empathy, support, and growth. Leaders are now recognising that their agents are not just the face, but the heartbeat of the organisation. This realisation is fostering environments where feedback is not just heard but acted upon, where career progression is not a ladder but a journey of personal and professional growth. Empowered employees lead to delighted customers. Contact centres that excel in this human-centric approach are seeing unprecedented customer loyalty and satisfaction. The secret? Understanding that every interaction, be it with an employee or a customer, is an opportunity to affirm your commitment to excellence. As we move forward, the trend is clear: investing in your people is not just about creating a great place to work; it's about building a brand that resonates with care, trust, and unparalleled service. After all, in the heart of every thriving contact centre, it's the people that make all the difference. #EmployeeExperience #CustomerExperience

Much easier to drive value from one unified platform than multiple solutions..... After going live with NICE CXone, Marriott International significantly consolidated its tech stack into one unified platform, eliminating 11 vendor solutions. The results? Improved leadership and performance management, ease of system use by agents, and improved system monitoring and trouble shooting. Explore Marriott International's CX journey: https://bit.ly/4cEdSsQ #CustomerExperience #CXone

Here's what I presented yesterday to CXPA Rochester Network: 1️⃣ Follow the green lines from CX-Inspired Growth to Right the 1st Time and then upward. This is your untapped value for revenue growth! 2️⃣ Then, follow the blue lines from Freed-Up Resources upward. This is also untapped value for revenue growth. 💰 When you work upward from the root causes, your joy skyrockets: 🌟 Less dropped balls, chaos, rework, remedies, churn management, etc. 🌟 More organic retention, expansion, recommendations, renewals, etc. 🌟 Stronger reputation, trust, relationship strength, magnetic attraction! 🌟 Higher lifetime value, expanded budgets, job security, clout, etc. 🌟 Happier investors, senior leaders/board, partners, employees, and CUSTOMERS! 👉 See comments for links to info about this! 🥰 Thanks, CXPA Rochester Network, for this opportunity to share **new thinking** with 98 live/recorded attendees! CXPA United States CXPA Canada Customer Experience Professionals Association (CXPA) ClearAction Continuum Customer Experience Online Training #cx #customercentricity #cxstrategy #growthstrategy

Market & Sales Excellence; this is the end goal for many of us, isn’t it?   For A1 Telekom Austria Group, Market & Sales Excellence is the new Center of Excellence we set up to foster customer centricity across our company. These are 22 talented people from 13 countries – diversity for the win here – under the shared leadership of Isabella Pichler 📸 and Davi Caacbay, who also share proven track record in our industry. Together we focus on bringing the end2end customer journeys to the spotlight and driving data-driven customer engagement in the right context.   Have I spent as much time as I wanted the last 4 months with the team? To be honest, I haven’t. But I fully trust their entrepreneurial mindset, their collective experience and their leaders to ensure that we will all live and breathe customer centricity. It is a new setup for us. But since we want to transform our way of work, we should better transform ourselves first. Success stories are coming up, stay tuned.   P.S. the photo was taken during our first video recording for internal purposes. Many thanks to Florian Kohut, Max Schneiderbauer and Theodor Moise for their great support. #a1 #teamwork #leadership

At @CX Live Show Asia 2024 in Singapore, I spoke on whether we should still rely on measuring, century-old KPI of Return on Investment (ROI) in service transformation. ROI fails to capture reality. Reality is there is intense competition of companies offering similar product offerings. What truly differentiates companies is ROC : *Return on Confidence*— how confident employees are in their company’s products and how confident customers are in the brand. To gauge the success of a transformation strategy, it’s time to go beyond ROI and start measuring our employee and customer's confidence. During ROI conversation, we forget that our biggest customers are our employees. Transformation strategies needs to include voice of employees as a key measure. My fellow panelists shared practical insights on importance of talent development as part of the transformation journey. Glenn Ong, CUA, XMP Mae Ferolino Sushil KATDARE Ellen Hudreaux If our staffs feel we listen and care about them, how do you think they will take care of customers? Full video link: https://lnkd.in/dCTA4Gzv #customerexperience #employeeengagement #digitaltransformation #customerexperienceliveshowasia

**Leveraging People Management to Propel CDIT Retail Success** In the fast-paced world of CDIT (Consumer Durables and Information Technology) retail, where product life cycles are short and consumer expectations are high, the importance of effective people management cannot be overstressed. As we navigate through an ever-evolving market landscape, the true backbone of any successful retail operation remains its people. It's their expertise, enthusiasm, and engagement that transform customer interactions into opportunities and drive our business forward. 🔹 **Why People Management Matters:** 1. **Enhanced Customer Service:** Well-trained, motivated employees deliver superior customer service, which is crucial in a sector driven by consumer satisfaction and repeat business. 2. **Adaptability:** Staff who are adept and responsive to training can quickly adapt to new technologies and changing market dynamics, a non-negotiable in the CDIT sector. 3. **Employee Satisfaction and Retention:** Effective management practices lead to higher job satisfaction, which is directly linked to employee retention—a critical factor in maintaining consistency and accumulating experience within a team. 🔹 **Strategies for Success:** - **Invest in Training:** Regular, comprehensive training programs that not only cover product knowledge but also customer service skills and technology trends. - **Empower Your Team:** Create a culture of trust where every team member feels empowered to make decisions that benefit the customer and improve operational efficiency. - **Recognize and Reward:** Implement a system to regularly recognize and reward efforts and achievements, thereby motivating the team and fostering a competitive, yet collaborative work environment. The goal is simple: build a team that is as dynamic and innovative as the products they sell. By prioritizing effective people management, we not only enhance our operational efficiency but also ensure our business is resilient, responsive, and ready for the future. Let’s put our people first, harness their potential, and watch our businesses thrive in the bustling CDIT sector! #PeopleManagement #RetailManagement #CDIT #ConsumerDurables #InformationTechnology #Leadership #Teamwork #BusinessSuccess Croma Reliance Digital Retail Ltd. Vijay Sales Sharaf DG Emax Best Buy Samsung Electronics Apple

In June 2017, I was granted a privilege of joining the board of IDBBN, a distinguished digital marketing agency, as a representative of the customer voice. My journey, which later evolved into a chapter with Luxid Group following a merger, has been one of continual learning and adaptation. When I joined the board, the concept of a customer or ICP representative was still nascent. My role was to be the voice of the customer, providing insights and understanding market needs. This perspective was good in steering the company's strategy and implementation, ensuring that our decisions were not just data-driven but also customer-centric. Though my direct customer relationship with the company ceased years ago, I tried to maintain my commitment to ensuring customer-centric strategies and insights. Reflecting on my tenure, the value of having a customer voice in the boardroom is clear: Guided Strategy: It ensures that the company's trajectory is always aligned with the needs and expectations of those we serve. 🧭 Diverse Insights: Bringing a customer perspective fosters diverse thinking and innovative problem-solving. 🌈 Effective Communication: It acts as a bridge, ensuring that customer feedback and perspectives directly influence corporate decisions. 🌉 Trust and Loyalty: Demonstrating to customers that their voice matters at the highest level fosters long-term trust and loyalty. ❤️ As my journey as a board member now comes to a close, I am filled with gratitude for the opportunity to serve and contribute 🙏. This experience has reinforced my belief in the critical role customer voices play in shaping successful, adaptive, and forward-thinking companies. Have you had a similar experience of being a customer representative on a company's board, or does your company include customer voices in its boardroom? I'd love to hear about your experiences and the benefits you've observed. #CustomerFocus #BoardroomInnovation #Leadership #boardroomadvisors

68% of leaders in the APAC region prioritize business resilience by emphasizing customer service. One key strategy to drive #growth in 2024 is shifting from a product-centric mindset to improving the customer experience. This is one of four strategies businesses should prioritize to unlock uncommon growth in Asia this year. Read the full article: https://lnkd.in/ez3ZwTJV #GrowthStrategy #CEO #CMO #APAC

A huge reason why I do what I do, and love doing it 🙏 Thanks so much Joel de Guzman for the recommendation. Could not be more thrilled with the results Numentum helped Verizon Business achieve from a global commercial, and employee development perspective. ✔ #sales #salestraining #customertestimonial #bringhumanback #buyerexperience

The purpose of forming a strategic alliance to enter the Canadian CX market with Clientship CX comes with not only having market knowledge but also a true partnership. 🤝 Watch below! 👀 #CXRevolution #ArtificialInteligence #TechPartnership #Innovation #IndustryDisruption #DigitalTransformation #CustomerJourney #BusinessPartnership #TechCollaboration #FutureofCX #CustomerSuccess #DigitalStrategy #CXLeadership #CXStrategy #CustomerEngagement #Collaboration #EnhancedCX #CXInsights