ECXO

JUNE 11, 2023

Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy. Speth went on to say that “to deal with those issues we need a spiritual and cultural transformation”. But I was wrong.

Customer Experience 121

Customer Experience Customer Centricity Competitive Advantage Government 121

BlueOcean

AUGUST 6, 2020

Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? How have you worked to maintain culture despite remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. 4. Management and Leadership Interactions. Extend these observations to the company’s leadership team. 5. Culture.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. Employees want to feel included in the club/group/tribe.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Russel Lolacher

JANUARY 4, 2021

How do you prepare your organization’s culture to fully embrace digital transformation? I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject. Stoic – remove ego from your leadership.

How To 83

How To Culture Government Leadership 83

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.

Government 48

Government Customer Experience Customer Journeys ROI 48

Maz Iqbal

DECEMBER 10, 2014

Final Thoughts: Leadership and Governance. It is the competitive world in which Tesco competes which has forced Tesco’s leadership to deal with these management practices. It occurs to me that Tesco is in crisis as there has been a fundamental breakdown in leadership and governance.

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

Russel Lolacher

AUGUST 1, 2022

And there’s so many ways that I want to come at this and ask questions of it from a workplace culture, barriers, experience, but I think we can’t do any of that, until we define the term accessibility considering it feels so broad, but also feels very specific for some people. So you know it, there’s a lot to unpack there.

Government 98

Government Culture Employee Experience Video 98

Qualtrics

MARCH 26, 2019

But governance could be the “secret sauce” for figuring it out, with the help of your colleagues. Governance moves you from having data, to getting stuff done based on the data. There’s no one right way to create the recipe, but you can start building your organization’s CX governance framework with a few key ingredients.

Government 22

Government Data Policies Guidelines 22

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

ECXO

MAY 11, 2023

Research by McKinsey discovered that companies that get organised and manage CX can realise a 20% improvement in customer satisfaction, a 15% hike in sales conversion, a 30% reduction in the cost to serve and a 30% increase in employee engagement. Ensure that leadership comes from the top to drive the change.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand. About Dave.

Customer Experience 100

Customer Experience Chief Customer Officer Leadership Culture 100

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. Tough question.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

Think Customers

NOVEMBER 18, 2015

Every successful executive understands that, ultimately, their employees reflect their leadership skills. Because they set the example, each employee subsequently embodies the strengths and flaws of those who govern their position.

Customer Centricity 40

Customer Centricity Culture Government Leadership 40

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. trillion in assets recently said, “Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need." All will take leadership deeply committed to customer experience as a significant marketplace differentiator.”

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Qualtrics

JANUARY 2, 2019

It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. Here’s a recap of some of the wins you may not have heard about for government CX in 2018, and some of the continued struggles we still are working on in 2019. Win: Connected Government Act passes.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Maz Iqbal

OCTOBER 10, 2014

Putting in place a progressive customer governance, which unites marketing, operational and HR professionals, is an important consideration … Is that enough? Is it enough just to get the marketing, HR operational folks and let them cook up customer and employee experience excellence?

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Never overlook your own people. We’ve saved the most important for last. Customer experience begins inside.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint Software 52

BlueOcean

JUNE 21, 2016

Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding or our own company, values, and culture? Agent Engagement. Describe your employee engagement strategies and measurement processes? Agent Hiring/Training.

Contact Center 120

Contact Center First Call Resolution Training Culture 120

Customer Bliss

DECEMBER 13, 2016

High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial). Established correlations between employee engagement and financial prospertity. Driving Cultural And Operational Change. Established a two-tiered governance council to guide and prioritize and provide resources.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Proactive Engagement through Executive Sponsorship.

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. His 2015 Talk is now at 2.1

Leadership 98

Leadership Government Employee Experience Innovation 98

West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Never overlook your own people. We’ve saved the most important for last. Customer experience begins inside.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint Software 40

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. World-class thought leadership. XM leadership - taking the whole company with you.

Government 32

Government Employee Experience Leadership Employee Engagement 32

Customer Bliss

JULY 5, 2016

She leads consumer strategy, culture and the governance of the consumer experience portfolio of initiatives. Natalie has also enjoyed serving on the CXPA Board, the Forrester Leadership Council and on the Board of both the Indianapolis Symphony Orchestra and the American Lung Association.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Russel Lolacher

JUNE 5, 2022

How knowledge transfer and culture can benefit from communication technology. So first question, we’re talking about technology, employee engagement with technology. So I will ask you the first question is, what’s the best or worst employee experience you’ve ever had? PLAY AND SUBSCRIBE. Google Podcasts.

Communication 93

Communication Technology Employee Engagement Culture 93

Adrian Swinscoe

NOVEMBER 9, 2023

Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner first appeared on Adrian Swinscoe. Today’s interview is with Juliette Powell and Art Kleiner.

How To 40

How To Culture Data Government 40

inmoment

OCTOBER 1, 2019

The only way organizations can make use of CX data is by building governance structures that allow them to do so. These structures should always be accessible to both employees and the high-ranking organizational members for whom that information is useful. . Principle 1: Structure.

Customer Experience 40

Customer Experience How To Banking ROI 40

Bold360

MARCH 5, 2020

His blueprints include: How great CX rests on a solid foundation of vision and culture. Culture is the cornerstone of the CX Cathedral. Because the employees thought their company’s purpose was to rent out cars, when, really, their purpose is to be the gateway to Michael’s vacation. “An Your employees still need some movement.

Culture 59

Culture Employee Experience Insurance Government 59

West Monroe

JUNE 8, 2017

Leading a Culture Shift – Some expressed a desire to use it as a transformative moment in the company, to shake up an older or more established order and bring in new thinking and appeal to the next generation of worker. Setting up an organization and governance structure isn’t easy but it is worth the effort.

Company 40

Company Government Retail Technology 40

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. The 2020 Edelman Trust Barometer showed employees trust their employer over media, government and other sources by a significant margin.

Government 119

Government Conference Communication Employee Experience 119

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Hear inspirational stories and thought leadership that will give you plenty to take back to your organization. World-class thought leadership. Take your EX program to a new level with world-class thought leadership. What’s new in EX?

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

Russel Lolacher

JUNE 27, 2022

In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem. The seven pillars for a great workplace culture. Youtube Channel. KEY TAKEAWAYS.

Culture 52

Culture Employee Experience Multi-Channel Course 52

Russel Lolacher

APRIL 10, 2022

In this episode of Relationships at Work, host Russel Lolacher talks about how to get leadership to see your value – whether it’s executive or anyone with influence in your organization. We need to talk about how to get leadership to see your value. The conference was government social media. PLAY AND SUBSCRIBE.

Leadership 52

Leadership How To Social Media Conference 52

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Russel Lolacher

OCTOBER 3, 2022

What you need to know to understand if you’re finding the right culture for you. But you’re right, it also has to kind of be nurtured within a culture that gets it. I love this idea, because we are talking the podcast is about relationships at work and the employee culture experience. Maureen McCann.

Exercises 98

Exercises Culture Employee Experience Employee Engagement 98

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147