Culture Customer Experience Design Employee Experience Guidelines 
Storyminers
MAY 31, 2017
This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner. Lessons about culture, economics, design, and digital futures are freely shared in the form of guidelines, design principles, and practical activities to pursue.
CX Journey
NOVEMBER 10, 2015
In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. Conduct a culture assessment, as well.
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Stella Connect
JANUARY 4, 2022
When planning your 1:1s, keep in mind that your agent may have had a few difficult customer interactions lately and adjust your feedback delivery accordingly. Here’s how to start laying that new cultural foundation, brick by brick. Make customer service training an ongoing effort. Keep it simple.
Stella Connect
APRIL 17, 2018
During the session, it’s fine to remind agents of brand guidelines. If you seize the opportunities group training affords, you’ll go a long way toward building a more cohesive, customer-centric call center culture—something that will shine through in every customer interaction. Keep your coaching session simple.
Stella Connect
APRIL 17, 2018
During the session, it’s fine to remind agents of brand guidelines. If you seize the opportunities group training affords, you’ll go a long way toward building a more cohesive, customer-centric call center culture—something that will shine through in every customer interaction. Keep it simple. Put things in context.
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