Experience Investigators by 360Connext

MAY 5, 2020

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. Customer experience is directly connected to employee experience.

Employee Experience 143

Employee Experience Customer Journeys How To Tips 143

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. So, so that type of cultural leadership, right. Chris Hsiung. Hey, Russel, great to see you.

Culture 98

Culture Connections Leadership Communication 98

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience. Business owners need to treat their employees how they would like them to treat customers. The 8 skills required by any CX team are: Strategy.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Bold360

FEBRUARY 26, 2020

Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders. There were a few key themes that surfaced again and again throughout the conference, during both formal presentations and informal conversations.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

Qualtrics

APRIL 16, 2020

In response, organizations are making rapid, widespread changes that are dramatically changing the employee experience (EX). We’re all still learning how these temporary changes affect employees, but another question is quickly emerging – how will these current disruptions affect employee experiences in the future?

Employee Experience 45

Employee Experience Culture Policies Trends 45

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. What if I hand out 100 business cards at the latest conference?

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Qualtrics

DECEMBER 6, 2018

It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. HR and EX conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. Date: March 5-8, 2019.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

Qualtrics

SEPTEMBER 9, 2021

To add to the excitement around our partnership with SHRM, we jumped at the opportunity to sponsor the SHRM 21 Annual Conference , being held September 9-12 in Las Vegas. For the first time, the SHRM Annual Conference is taking place both in-person and virtually this year! About Qualtrics. Qualtrics, the world’s No. About SHRM.

Conference 26

Conference Employee Engagement Policies Leadership 26

Qualtrics

MAY 9, 2019

Any company can be the next Google or Apple with the right people, culture, and set of HR practices in place. Any company can be the next Google or Apple with the right people, culture, and set of HR practices in place. Highly successful employers gather feedback from their employees and listen to their ideas. Request Deom.

Employee Experience 40

Employee Experience Strategy Employee Engagement Leadership 40

CX Accelerator

AUGUST 16, 2018

Jeremy Watkin you've created a wonderful culture inside the dialog with your thought-provoking questions and helpful nature. Highlight #2: No More Post-Conference Blues. Don't you hate that feeling of come home after an amazing conference and missing everyone like crazy? The dialog from these have been just fantastic.

Conference 140

Conference Social Media Tips Culture 140

ShepHyken

SEPTEMBER 2, 2019

The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. Feshdesk) To help you figure out which events to attend, we have curated a region-wise list of top customer experience conferences around the world. My Comment: Every wonder what customer service and customer experience conferences to attend.

Customer Service 86

Customer Service Conference Employee Experience Customer Service Training 86

CX Journey

MARCH 21, 2018

EX Initiatives This list for employee experience initiative expenses will look similar to #4. Culture Ambassador meetings: again, factor in location, materials, food, and beverages for these meetings. You'll notice that there are no pizza parties or pool tables included in this budget!

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

ShepHyken

JANUARY 6, 2020

My Comment: What’s your ROX (Return on experience)? This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. That said, ROX can apply to any part of the customer experience. The concept of ROX is a new one.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

TechSee

AUGUST 14, 2023

In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker. Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX University

MAY 18, 2020

Insights from the 2018 Customer Experience Conference at The Conference Board. Customer experience is best when it fits with the emotions of your customers. In the 2018 customer experience conference at the Conference Board, observations from 112 senior practitioners were recorded. Generate trust.

Conference 52

Conference Video Insurance Culture 52

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. Here are my top five picks from last week.

Net Promoter Score 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

Doing CX Right

APRIL 27, 2020

If you are unfamiliar with the conference, CCW brings thousands of customer contact, customer experience, technology, marketing, and operations professionals together for inspiring keynotes and interactive discussions. . Creating a positive office culture after a crises. What does humanizing business mean?

Conference 52

Conference Culture Employee Experience Interaction 52

Kerry Bodine

JULY 31, 2018

This morning I delivered a webinar called The Business Case for Service Design , part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. Even though the live event has ended you can still sign up for the conference and watch the recordings.).

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

SurveySensum

MARCH 11, 2024

A positive employee environment plays a crucial role in shaping workplace culture, extending beyond mere job satisfaction to foster an atmosphere where individuals feel valued, respected, and integral to the organization’s success. Both employees and the organization benefit from such an atmosphere.

Tips 52

Tips Culture Feedback Survey 52

OpinionLab

JULY 15, 2016

I recently attended Forrester’s CXNYC conference. Their analysts have long been active in the CX space and conferences like CXNYC are full of CX stories from the trenches. The overarching headline from the conference was that “growth without CX is not sustainable”. Involve employees to build a CX culture.

Handbook 60

Handbook Conference Customer Centricity Culture 60

Integrity Solutions

JULY 25, 2023

Creating a Customer Experience (CX) Culture McKinsey’s research shows that around 60% of customers currently trust that their primary bank will be helpful in navigating the next financial downturn. This jumps to over 80% for customers who report high satisfaction with the customer experience their bank delivers.

Banking 72

Banking Customer Expectations Omni-Channel Financial 72

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. We announced the second round of award winners at last year’s annual Calabrio Customer Conference (C3), and what an impressive, interesting group that was!

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Think Customers

JANUARY 3, 2022

At Citizens Bank the changes spurred by the pandemic, while jarring at first, have led to long-term shifts that company leaders say will benefit customer experience, employee experience and the bottom line for years to come. Employee experience matters, too. The right technology is key.

Banking 52

Banking Chatbots Conference Employee Experience 52

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Underlying employees’ willingness to converse openly is a solid foundation of trust in the organization and the entire work environment.

Culture 26

Culture Communication Multi-Channel Feedback 26

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Customer Experience Podcasts | CX Podcasts | Colin Shaw .

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Integrity Solutions

DECEMBER 21, 2022

They want to be part of work cultures that are empathetic and whose ‘personalities’ and culture are welcoming and supportive. A shared sense of ownership that emanates from leaders fosters an environment where employees are energized, want to do more and bring their very best, not just do the minimum required.

Leadership 82

Leadership Culture Competitive Advantage Employee Engagement 82

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Customer Experience Podcasts | CX Podcasts | Colin Shaw .

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Case Study 152

Case Study Airlines Conference Wait Times 152

Customer Bliss

MARCH 28, 2018

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Implementing a Customer Success Strategy is a Cultural Transformation. Don’t Forget About the Employee Experience.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Russel Lolacher

APRIL 10, 2022

I’m Russell, this is relationships at work the employee experience and workplace culture podcast. The conference was government social media. Now before I get into the conference itself. I was speaking at this conference. And I’ve got a lot of people relying on me to attend to this conference.

Leadership 52

Leadership How To Social Media Conference 52

Talkdesk

MAY 20, 2019

One, because the conference was at The Diplomat Beach Resort, which is located right on the beach. New technology, five generations in the workforce and an emphasis on providing the best possible customer and employee experiences make for some unique challenges and triumphs in the contact center sphere.

Contact Center 44

Contact Center Conference Culture Airlines 44