CX Journey

MARCH 31, 2015

Confused by some of the employee experience lingo you''re hearing? We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Most organizations are surveying their employees, but very few are delivering truly strategic employee experience (EX) programs.

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

ShepHyken

AUGUST 7, 2018

Delivering A Rockstar Customer Experience. Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?.

Employee Engagement 76

Employee Engagement Airlines Culture Engagement 76

Customer Bliss

AUGUST 17, 2017

We’re going to spend a lot of time in the next book discussing the pros and cons of specific experiences, both good and bad. You may see a company one day go through a total customer experience/PR flame-out (United Airlines is a recent example, or Volkswagen) and wonder to yourself: How does that happen? More growth?

Airlines 191

Airlines Culture Innovation Interaction 191

Andrew Mcfarland

JANUARY 16, 2018

(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Recently, I spoke with a software company that is enhancing its customer success.

Employee Experience 99

Employee Experience Customer Success Customer Experience Software 99

CX Journey

JUNE 23, 2015

Fact: The employee experience drives the customer experience. Not only do the disengaged impact the customer experience, but they also impact the experience of their fellow employees. I love this quote from Herb Kelleher, which nicely sums up employee engagement: “Engaged employees are not just committed.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

SurveySparrow

SEPTEMBER 23, 2020

On average, 64% of employees report that they do not have a strong work culture. And, 18% of employees said they intend to stay with their organization for one year or less! They don’t have job-satisfaction or feel engaged with their work. Smooth employee journey and serene employee experience.

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. Employee engagement is critical to your organization’s hiring efforts. When considering your offer, this new generation will dig deeper into social media to find where the best employee experiences exist.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. There’s no such thing as great cultures without great leaders.”. It has been a while since you’ve been quote unquote, an employee.

Leadership 52

Leadership Culture Exercises Airlines 52

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

CCO Council

NOVEMBER 21, 2019

A major airline found their internal customer satisfaction ratings dropping. Unless you work for the DMV, employees typically WANT to do what is right for the customer. A Customer Performance focus engages employees to engage with customers in delivering greater customer value. Employee Engagement.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

Beyond Philosophy

AUGUST 8, 2016

As Customer Experience Consultants, we hear our clients worry about how much their Customer Experience program improvements will cost. This example of a high point in a Customer Experience from Southwest Airlines didn’t cost a dime—but it ended up on CNN Primetime, not to mention raising the spirits of the passengers on board.

Hotels 60

Hotels Entertainment Consulting Airlines 60

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. Or do you want to really deliver breakthrough experiences for your customers and employees?

Government 32

Government Employee Experience Leadership Employee Engagement 32

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. can cause a costly customer experience snafu. Don’t stop there.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Qualtrics

JANUARY 2, 2019

OMB Circular A-11 Section 280 , called “Managing Customer Experience and Service Delivery,” tells agencies to survey customers, report the survey scores publicly, establish CX governance, work on the connection between customer and employee experience, and consider agency customers in service design.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

NOVEMBER 24, 2020

Close employee experience gaps by mapping your people’s journey with your organization. In order to master employee experience , you must listen to your people at each stage of their journey with your organization. What is employee journey mapping? Facilitate employee-centric thinking and actions.

Customer Journeys 48

Customer Journeys Employee Experience Employee Engagement Survey 48

Oracle

OCTOBER 29, 2019

Is there an opportunity for technology to improve the employee experience and make showing up for work every day a bit more… fun ? Here are 4 ways tech can transform how employees communicate at work. And, there are multiple use cases for using bots to communicate with employees, especially on behalf of HR.

Employee Experience 44

Employee Experience Gamification Tools Chatbots 44

Beyond Philosophy

JUNE 4, 2015

Much of this is, culturally, operationally, and from a communications perspective, is what we have been describing as “inside-out advocacy” for years. In most instances, the customers see no proaction, brand ‘personality’ or brand-to-brand differentiation; and their experience of the brand is one-dimensional, easily capable of replacement.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Comm100

MAY 21, 2019

Ginger Hardage Keynote – Unstoppable Cultures: Creating and Sustaining Organizations of Enduring Excellence. If our employees are going to follow us every day, we must live our values. Jenny Dempsey – Create a Culture of Self Care in your Contact Center. My #ICMIExpo Tuesday thoughts: Ping pong isn’t culture.

Conference 143

Conference Contact Center NPS Culture 143

Russel Lolacher

FEBRUARY 27, 2023

Well, without asking you the first question, which is, what’s your best or worst employee experience? Do you want to be a culture where ideas they do, but there’s something going wrong in the middle. How can we build this innovation culture together? This is not this isn’t our culture.

Employee Engagement 52

Employee Engagement Engagement Culture Feedback 52