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. That’s a city in California. Chris Hsiung. Hey, Russel, great to see you. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

Experience Investigators by 360Connext

FEBRUARY 9, 2021

How to invest in Customer Experience. Defining a customer experience strategy is not enough. You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. Customer Experience Can Make You Less Reliant Upon New Sales. That’s how you prioritize.).

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Experience Investigators by 360Connext

JANUARY 5, 2022

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. . Article] Use SMIRC Goals to Define Customer Experience Outcomes.

Resources 369

Resources Customer Journeys Video Strategy 369

ECXO

JUNE 11, 2023

The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience. 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. But I was wrong.

Customer Experience 121

Customer Experience Customer Centricity Competitive Advantage Government 121

CX Journey

JANUARY 31, 2018

Your outcomes may be customer retention, account growth, new business through referrals, culture change, etc. Establish your success metrics. Define your success metrics early so that you can track progress over time. Develop a governance structure. Stand up a group of culture ambassadors. They get it.

CEM 164

CEM Management Government Culture 164

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 52

ROI Video Government Leadership 52

ClearAction

FEBRUARY 13, 2023

Even the entertainment and end-to-end fan experience are highly coordinated orchestrations. In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. In competitions like the Super Bowl and World Cup, every player knows how they contribute to winning.

Sports 71

Sports Customer Experience Handbook Case Study 71

Experience Investigators by 360Connext

JANUARY 10, 2023

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. Leaders started seeing how their goals were supported by a stronger customer experience.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

COPC

FEBRUARY 15, 2024

Additionally, it examines the terminology used in the Standard and identifies emerging metrics that are candidates for inclusion. How companies and the industry balance these concerns will be key to effectively using AI alongside human employees to improve customer service and support.

Contact Center 52

Contact Center Metrics Training Call Center 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

Examples of Reactive Customer Experience… And How to be Proactive Instead. Reactive CX: Metrics are Measured for Measurement’s Sake. Gathering customer feedback and objectively reviewing cold, hard facts in the form of metrics can be a job in itself. These are the questions metrics need to prompt.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

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

Customer Bliss

NOVEMBER 29, 2016

The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Here take care to know the undercurrents that exist culturally and understand any agendas or priorities. Communication.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

CX Journey

AUGUST 8, 2018

They need to be supported, and they need to be able to discuss challenges, barriers, and successes with the other committees of the governance structure. And don’t forget to talk about the culture and the employee experience. They should also be trained on the core customer experience competencies or principles.

Guidelines 86

Guidelines Customer Journeys Customer Centricity Government 86

CX Journey

FEBRUARY 19, 2019

So I question how companies even get this far, and I fear the answer is a focus on the metrics. I want to do the best work possible; if I have metrics that I can track, I'll be able to own it. You gave me metrics; I'm tracking toward those. Again, metrics. Identify your objectives and your success metrics.

Culture 88

Culture Government Metrics Analysis 88

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.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

CX Journey

JANUARY 30, 2019

I wrote about that massive gap last year and cited two reasons that Bain offered up for its existence: (1) a focus on acquisition over retention, and (2) a misplaced focus on collecting data, analyzing ad nauseum, and improving metrics. Early on, you should have defined your success metrics. Track those metrics along the journey.

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

CX Journey

FEBRUARY 19, 2019

So I question how companies even get this far, and I fear the answer is a focus on the metrics. I want to do the best work possible; if I have metrics that I can track, I'll be able to own it. You gave me metrics; I'm tracking toward those. Again, metrics. Identify your objectives and your success metrics.

Culture 80

Culture Metrics Government Analysis 80

Storyminers

FEBRUARY 17, 2021

We’re using our great-grandparents’ thinking tools, governance and we continue to invest in tired ways, using old metrics and in old organization styles. Customer experience extends outwards from the employee experience, and politicians should look at citizens like businesses look at their employees.

Groups 147

Groups Government Travel Tools 147

CX Journey

JANUARY 26, 2016

That's a true "what the hell is customer experience" culture. When customer-thinking is part of your culture, when delivering a great customer experience is ingrained in the DNA, when everyone speaks "customer," then you've achieved the "what the hell is water?" level of customer experience maturity, your new normal.

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

West Monroe

JANUARY 30, 2019

Create a CX Governance. A governing body and process is necessary for providing oversight to the decision-making process, prioritizing and allocating resources, and monitoring customer experience generation and execution. Stay agile with a flexible governance framework. Build a Measurement Framework.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio has a B.S.

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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio has a B.S.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. Premier IT analyst firm Gartner has the answer. Here are a few examples from our blue-chip clientele of how KM helps slash costs.

Self Service 52

Self Service Management Contact Center Average Handle Time 52

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. When I asked him, What things he was doing, to try to change manage culture, change his organization, to see the value in what he did. And the power you have.

Leadership 52

Leadership How To Social Media Conference 52

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. When XM is truly embedded across an organization, you need a governance structure to manage it.

Government 32

Government Employee Experience Leadership Employee Engagement 32

Customer Bliss

SEPTEMBER 14, 2017

What happens when the state government sends them a flag or issue because of errors with the piping over? All these concepts needed to be tested to understand the good/bad of customer experience. This is experience + data + conversations. Third up: tie this to employee experience. Where are you not as good?

Communication 152

Communication Customer Experience Customer Journeys Government 152

Qualtrics

NOVEMBER 26, 2019

The future of employee experience won’t be siloed within one team. It will be a wider organizational effort including CIOs (experience with IT), CFOs (experience with financial matters) and workplace design teams (experience with physical space). Create Breakthrough Employee Experiences in 2020 with Qualtrics.

Employee Experience 49

Employee Experience Employee Engagement Government Data 49

Qualtrics

FEBRUARY 18, 2020

Find out how moving away from the metrics and towards a culture of action can help you become an XM master. When XM is truly embedded across an organization, you need a governance structure to manage it. When XM is truly embedded across an organization, you need a governance structure to manage it.

Marketing 29

Marketing Government Leadership Automotive 29

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

APRIL 18, 2015

Helping executives establish a customer-focused big picture in strategy and culture. Developing and recognizing employees. HR can be a catalyst to knowledge sharing, but it requires a cross-organizational culture and alignment to succeed. CX is often a reflection of employee experience. —@tcrawford.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

Michel Falcon Experience

MARCH 12, 2019

My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? Are you content with your customer experience? The expectations of our employees and our customers must be managed to build a people first culture.

Culture 12

Culture Employee Engagement Company Engagement 12

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event in the world, so you won’t be short of things to see. Check out our guide to the must-see sessions for government and public sector organizations at X4. Take a deep dive into XM in government. Take an XM deep-dive into Government and Public Sector. What’s new in XM.

Government 29

Government Leadership Roadmap Culture 29

Kustomer

SEPTEMBER 17, 2020

To continue to highlight the power of the relationship between employees and customers, Vipula ends by sharing this point of data from their research. When companies harness the power of these two insights … they had about a 240% boost to their key metrics like sales, referrals, retention, growth.” Vipula Gandhi: (03:37).

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics. Are they like me?

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Qualtrics

FEBRUARY 17, 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 Experience Management professionals reach new heights in customer , product , brand , and employee experience. Traditional metrics don’t cut it.

Government 34

Government Leadership Employee Experience Automotive 34

Qualtrics

FEBRUARY 18, 2020

Find out how moving away from the metrics and towards a culture of action can help you become an XM master. When XM is truly embedded across an organization, you need a governance structure to manage it. When XM is truly embedded across an organization, you need a governance structure to manage it.

Omni-Channel 29

Omni-Channel Government Leadership Measurement 29

Qualtrics

FEBRUARY 17, 2020

There’s every angle covered 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 CX professionals reach new heights in customer , product , brand , and employee experience. Brand + Product Experience - 14:00 // Weds, March 11.

Customer Experience 29

Customer Experience B2B Leadership Government 29