BlueOcean

OCTOBER 23, 2023

Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

CX University

SEPTEMBER 11, 2018

Solving this problem of talent is difficult, but as proven by one government agency, it is possible. As a result, they are rated the best place to work in the federal government. This means they manage to keep 12,588 employees happy. USPTO’s world-renowned Telework Program was not initially an engagement initiative.

Management 209

Management Employee Engagement Government Engagement 209

Customer Bliss

JUNE 27, 2017

It’s basically thinking about how current CX roles tend to evolve a lot of different hats (customer-facing work, operations, marketing, employee engagement, bottom line knowledge, etc.) She also downloaded “tons of white papers” and read thought leadership (including one of my books!). These all fit together.

Retail 0

Retail Leadership Customer Experience Video 0

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. With a Customer Centricity governance framework (‘Value’) comes visibility, and accountability. And that is where the most valuable insights lie.

Customer Experience 115

Customer Experience Customer Centricity Competitive Advantage Government 115

Customer Bliss

JANUARY 25, 2019

This conversation is great for leaders interested in learning how to develop a solid base for customer and employee experience within their organization and then expound upon that framework. . Get Senior Leadership to Understand Your CX Plans. He put together a one-page roadmap and brought it to the senior leadership team.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

BlueOcean

JANUARY 20, 2023

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Stacey Sherman – Director of Customer Experience & Employee Engagement at Schindler Elevator Coorporation. Her nominator, Yual Selik tells us, “She doesn’t give up…never. It’s not in her vocabulary.”

Leadership 170

Leadership Consulting Video Government 170

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

Call Experts

MARCH 18, 2021

Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. According to The Economist – Economic Unit, “Employees who believe their workplace effectively uses mobile tech are more creative, satisfied, and productive at work.” employee schedules.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. It serves over 50,000 monthly site visitors and 300 state and local governments.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

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

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

BlueOcean

AUGUST 6, 2020

Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments? What percentage of your new hires comes from employee referrals?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

AUGUST 21, 2019

4. Management and Leadership Interactions. According to a study from Gallup, 70% of team-level engagement is based on a manager’s relationship with the team. Extend these observations to the company’s leadership team. Is the senior leadership present and fully engaged in your visit? 5. Client Relations.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Russel Lolacher

JANUARY 4, 2021

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. Fluid leadership – titles denote responsibility, not leadership. Stoic – remove ego from your leadership.

How To 83

How To Culture Government Leadership 83

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

NOVEMBER 28, 2022

A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years. A frequent speaker and writer on engagement. . I mean, you’re talking stories, you’re talking about leadership. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

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

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

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Ever since then, we have made it a point to focus on what the customer would need, what would they want, what would answer their questions, how would they like to engage, etc. Ten years done.

Customer Care 98

Customer Care Government Communication Engagement 98

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.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

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

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

ClearAction

NOVEMBER 14, 2022

Focus your EX Council and CX Council (steering committee or other governance) on resolving and preventing “ execution silos ” as a prerequisite to reducing “ operational silos “ Expand your DEI (Diversity, Equity & Inclusion) team’s focus on silo prevention. What are the consequences of dropping the ball?

Employee Experience 71

Employee Experience Strategy Exercises Government 71

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

Customer Bliss

DECEMBER 13, 2016

High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial). Established correlations between employee engagement and financial prospertity. Established a two-tiered governance council to guide and prioritize and provide resources. Assessing The Role And Work To Be Done.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

Qualtrics

NOVEMBER 13, 2020

Technology is changing the way we interact with the world around us and our expectations of government. As a result, customers have come to expect a similar experience everywhere - not just from companies but also government. Realizing the power of experience in government. The truth behind the noise.

Data 32

Data Government Feedback System 32

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

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

Qualtrics

MAY 20, 2019

That’s what the leadership team at Barksdale Air Force Base in Louisiana wanted to find out, and they chose Qualtrics as the tool to help. Barksdale AFB’s leadership wanted to know the base-specific factors that influence the decision to leave the Air Force entirely. What are the things that happen that make you want to stay or leave?

Data 24

Data Multi-Channel Government Leadership 24

Russel Lolacher

AUGUST 1, 2022

And I’m worried when it comes to definitions like that, because it’s all encompassing, it’s also very government t. And the challenges as we as we do this, and, and it won’t be done by one person, it won’t be done by one company, organization and government or one company. Russel Lolacher. Russel Lolacher.

Government 98

Government Culture Employee Experience Video 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

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 Enthusiast

FEBRUARY 25, 2022

Regardless of whether they are known for being socially or environmentally progressive, boardrooms are embracing environment, social, and governance (ESG), corporate social responsibility (CSR), and diversity, equity, … Continue reading "Don’t conflate ESG, CSR, or DEI programs with organizational purpose".

Government 52

Government Employee Engagement Engagement Leadership 52

Beyond Philosophy

OCTOBER 29, 2014

If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. Furthermore, the living standards for most people were good enough to make them risk-averse. I am not judging the Scots by any means.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

CX University

MAY 2, 2023

They can seamlessly create a customer-centered program to share with their colleagues and leadership team. “To engage adult learners in online courses, there should be a sense of relevance and practicality in the course content.

Engagement 52

Engagement Gamification Course Case Study 52