CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Here are five things that PwC proposes you do.

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Culture Leadership Exercises Groups 83

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience.

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Customer Journeys Resources Analytics Customer Centricity 307

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. What is your best or worst employee experience you can share with us, Garry?

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Culture Leadership Employee Engagement Consulting 52

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success. Another team that's important to your transformation is a Culture Committee. But culture doesn't just happen, either.

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Culture Meeting Exercises Groups 86

SurveySparrow

OCTOBER 10, 2020

That is why popular wisdom is that it’s well worth investing in workforce engagement in the Workplace. After all, only if employees are engaged will they care about the company. It’s a good thing; there are plenty of excellent workforce engagement software to make that all possible. . Workforce Engagement Software #1.

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Tools Engagement Employee Engagement Employee Experience 59

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. Happy employees are also the key factor in acquiring and keeping happy customers. Encourage continual engagement and collaboration.

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Employee Engagement Tips Engagement Exercises 100

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers and to your employees!

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Communication Tips Customer Journeys Customer Experience 178

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Author of FOUR books on getting customer experience right. He writes extensively on employee engagement.

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SurveySparrow

APRIL 8, 2022

While there is a lot of discussion around workplace harassment, research shows that feeling ostracized at work has an equally severe impact on employee engagement. Learn the effects of workplace ostracism on employee engagement. Get tips for employees to recover from ostracism at work. Employee happiness.

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Employee Engagement Engagement Tips Culture 59

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. For employees, you might need to reimagine the onboarding or recruiting journey to better serve a remote workforce’s expectations.

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Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

SurveyGizmo

MAY 28, 2020

As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal. The Employee Engagement Solution: An HR Success Story. At SurveyGizmo, the employee experience is at the core of everything we do.

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Employee Experience Employee Engagement Rewards Programs Culture 98

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

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Customer Journeys Travel Consulting Customer Experience Professionals 272

ShepHyken

JANUARY 15, 2024

How can businesses encourage employees to responsibility for their actions? How can businesses encourage a shift from a blaming culture to a solution-focused accountability culture? .” About: Art Turock is an elite performer in both business and sports.

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Sports How To Exercises Culture 79

SurveyGizmo

SEPTEMBER 11, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. When done right, employee feedback can affect real change throughout your organization. Worse yet, they fail to act on the data they collect, increasing employee frustration and jeopardizing engagement in the process.

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Connections Feedback Net Promoter Score Effort Score 98

Maru Group

SEPTEMBER 3, 2020

Using our System 1 Brand Emotion tool , we were able to uncover the current and ideal drivers of employee engagement that people associate with homeworking. While some homeworkers are content and feel capable working from home, there was an underlying emotion of a commoditised experience that felt out of their control.

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Employee Engagement Engagement Policies Connections 52

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. Discovery work at the beginning of a CCO engagement is key.

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ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. How do you shift to a purpose-driven culture? It’s hard work changing culture.

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B2B Brands Innovation Government 122

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

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Numerous participants enroll for general skill-building. Learn More.

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Customer Journeys Sports Study Leadership 71

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.

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Customer Experience Customer Journeys Employee Experience Culture 80

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. Vevox Vevox stands out as an effective solution for effortlessly gathering opinions from employees. G2 Review: 4.7/5

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Tools Feedback Analysis Survey 52

SurveyGizmo

SEPTEMBER 18, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. When done right, employee feedback can affect real change throughout your organization. Worse yet, they fail to act on the data they collect, increasing employee frustration and jeopardizing engagement in the process.

Connections 52

Connections Feedback Net Promoter Score Effort Score 52

SurveySparrow

NOVEMBER 4, 2020

It’s tougher to keep employees satisfied and make them feel heard. When that happens, employee surveys become a much-needed exercise. . Employee engagement is one of the most important things. According to a survey, about 90% of leaders believe employee engagement has some impact on the success of a business.

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Survey Employee Engagement Employee Experience Culture 59

Experience Investigators by 360Connext

APRIL 21, 2020

It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience. It’s about your entire organizational culture, representing consistent values both inside and out. Happier employees provide better customer experiences!

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Course Training Feedback Connections 143

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

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Exercises Culture Employee Experience Study 40

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

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Exercises Culture Employee Experience Study 40

Qualtrics

AUGUST 21, 2020

Take a holistic approach to wellness and reap the benefits of an engaged workforce. You wouldn’t expect results from eating healthy but not getting enough sleep and neglecting your exercise regime, so why take that siloed approach with your employee wellness program? Better employee engagement. Employer of choice.

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Culture Company How To Financial 26

Strativity

SEPTEMBER 1, 2015

Support the results of experience-oriented recruiting and decruiting practices by immersing your employees in a culture of delight. Employee experience is the sum total of the supporting environment enabling employees to perform. You can get faking, but not caring.

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Culture Employee Experience Exercises Travel 40

Russel Lolacher

JANUARY 23, 2022

We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. How an internal podcast can benefit the employee experience (spoiler – onboarding and knowledge transfer). So first, I want to ask why you love podcasts as a way to engage people.

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Employee Engagement Culture Engagement Employee Experience 98

CX Journey

SEPTEMBER 1, 2015

There is a clear and solid linkage between the employee experience and the customer experience that is solidly supported by data and statistics. Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience.

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Customer Journeys Employee Experience Employee Engagement Exercises 80

Russel Lolacher

SEPTEMBER 20, 2022

Culture co-existence of Imposter Syndrome vs unearned confidence. Psychological safety and corporate culture’s role in addressing this issue. It was a beautifully time to book for me when I started down digital engagement path. Who generally suffers from Imposter Syndrome. What can trigger it. pretty pleased.

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Culture Study Leadership Employee Experience 111

SurveySparrow

NOVEMBER 16, 2020

Giving and receiving good feedback is a very tricky exercise. First things first, you’ll need an employee management software like SurveySparrow to create employee 360 degree feedback surveys like this one: You can create a FREE account on SurveySparrow to start designing a similar 360 degree feedback survey.

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Examples Feedback Exercises Survey 52

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Nike’s brand promise serves their Customer Experience Mission by being inspirational and innovative. Here’s an exercise for you to try: Ask one employee what your brand promise is and note their answer. Ask as many more employees as you’d like, keeping track of the responses you get. Then ask another.

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How To Brands Airlines Hotels 214

Russel Lolacher

NOVEMBER 7, 2022

In this episode of Relationships at Work, Russel chats with transformation and culture change consultant Katie McLaughlin on why we need to introduce the principles and power of theatre into the employee experience. . What does theatre looks like as an engagement tool in the workplace. Or, listen on: Apple Podcasts.

Employee Engagement 52

Employee Engagement Leadership Employee Experience Exercises 52

Comm100

MAY 21, 2019

Ginger Hardage Keynote – Unstoppable Cultures: Creating and Sustaining Organizations of Enduring Excellence. Jenny Dempsey – Create a Culture of Self Care in your Contact Center. So when Jenny opens her session with a short breathing exercise, it’s a wonderfully welcome moment of calm in a sea of conference madness.

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Conference Contact Center NPS Culture 143

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Part One introduces the new “3 Cs”, key trends associated with technology convergence, competition and culture change in a post-pandemic world.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Wootric CX Blog

NOVEMBER 16, 2020

We think one standout opportunity is aligning your core corporate values with your employee experience and your customer experience. This is a big-picture exercise examining your company values, the people you hire, the products and services you create, and the way you conduct business every single day.

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Company Customer Experience Net Promoter Score NPS 52