Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Customer Bliss

JUNE 28, 2018

Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

BlueOcean

NOVEMBER 13, 2023

Keep your finger on the pulse of the industry. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? Check the article out here if you’re looking to expand and innovate within your CX strategy.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? 3 Ways to Avoid Professional Complacency in 2021.

Innovation 121

Innovation Leadership Consulting Tips 121

inmoment

JUNE 28, 2019

What do you think of when you hear “radical innovation?” The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space. The Inseparable Relationship Between CX and EX.

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. First, by focusing on innovation you and your team create outcomes which continuously meet client expectations.

Innovation 91

Innovation Management Leadership Meeting 91

Horizon CX

DECEMBER 1, 2023

let’s explore a couple of real-world examples that illustrate the crucial link between CX and strategic goals: Amazon: Customer-Centric Innovation for Market Leadership Alignment with Strategic Goals: Amazon’s relentless focus on customer experience is tightly aligned with its strategic goals.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. It has been called The Great Resignation, The Big Quit, and other names to describe what seemed like a mass exodus of employees. That will be a major focus in 2023 (and beyond).

Customer Experience 313

Customer Experience Chatbots e-support Customers 313

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

CSM Magazine

MAY 14, 2024

Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption.

Self Service 52

Self Service Healthcare Innovation Employee Experience 52

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To be more innovative, you need diversity of thought. It’s so much more than gender diversity: it includes cultural background, work experience, race, age, and more. What are the benefits of a diverse CX team?

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

InMoment XI

MAY 4, 2022

This is hardly a way to build loyalty, and the pressure to keep calls short contributes to the call center industry having the highest turnover of industries worldwide. (In industries in 2013.). By constantly improving from our employee feedback , we were recently awarded the Top 50 Most Engaged Workplaces in the United States.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Tony understood that if you treated your people right and provided them with tools and education, memorable customer experiences would result. Employee experience (EX) is customer experience!".

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Oracle

JANUARY 14, 2020

While new innovations and tech trends dominated the show floor and session content, another theme strongly emerged: the focus on the employee experience, and its effects on retail customer experience success and the success of the industry as a whole.

Employee Experience 44

Employee Experience Retail Gamification Trends 44

Qualtrics

MAY 29, 2019

Often the secrets of their success aren’t exactly secret – there are countless books detailing the ways companies and managers have nailed the employee experience. Employee experience is hotter than ever, and new books hit the shelves daily. Need a shortlist of the recent must-reads? We’ve got you covered.

Employee Experience 37

Employee Experience Leadership Culture Innovation 37

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry?

Financial 206

Financial Trends Self Service Customer Experience 206

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Take a deep dive into your industry. 5 experiences that really matter at work. See what’s new in employee experience (EX).

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Tony understood that if you treated your people right and provided them with tools and education, memorable customer experiences would result. Employee experience (EX) is customer experience!".

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Qualtrics

DECEMBER 3, 2020

IT has long been a key component of employee experience. Since the pandemic, it’s taken center stage with IT executives driving job enablement and productivity through world-class technology experiences that keep employees motivated and engaged. And in the blink of an eye, the IT experience became the employee experience.

Employee Experience 26

Employee Experience Study Technology Feedback 26

InMoment XI

FEBRUARY 15, 2022

In 2022, modern retailers will face many challenges as the industry continues to recover from the global pandemic. During the unpredictable lockdown, retail brands were forced to transform their in-person experiences to digital ones. Simply removing checkout lines can save retail stores over $37.7

Retail 260

Retail Consumers Social Media eBook 260

Lumoa

APRIL 28, 2024

Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

InMoment XI

AUGUST 25, 2023

A vendor that complements your strategic objectives can bring fresh insights and innovation, enhancing your CX program’s impact on customer satisfaction and customer loyalty. What is your budget, and how does this vendor align with it? Budget considerations play a pivotal role in vendor selection.

How To 260

How To ROI Net Promoter Score Measurement 260

Customer Bliss

MAY 23, 2018

In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. Carolyne has spent her career leading work in the customer service and experience industry. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience Travel B2C 197

Qualtrics

JULY 12, 2021

To help financial service providers adapt and succeed in these new environments, at XM Live: Experience Transformation in the FSI Industry Qualtrics brought together leading brands across APAC to explore how they are using experience management (XM) to design and improve the customer, employee, brand, and product experiences they deliver.

Financial 26

Financial Employee Experience Customer Experience Insurance 26

CSM Magazine

APRIL 12, 2023

Calabrio, the workforce performance company, today announced that Calabrio ONE is now listed on the Genesys AppFoundry , a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences. s inaugural Power Partner Awards for productivity.

Self Service 52

Self Service Contact Center Return on Investment Analytics 52

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 52

Culture Connections Contact Center Leadership 52

Blake Morgan

JANUARY 3, 2023

Harvard Business Review case studies were written about their customer experience – and YouTube videos have gone viral of silly flight attendants saying hilarious things on the announcer. . This is the link between employee experience and customer experience. It’s Time To Invest In Employee Experience.

Airlines 64

Airlines Travel Case Study Employee Experience 64

Customer Bliss

SEPTEMBER 25, 2020

I’ve spoken to leaders in a range of industries, and they all have had incredibly useful things to say about how they’ve been working through these uncertain times. What can I learn from all of this so that we thrive, so that we innovate, we iterate for the future, which gives us a sense of purpose.”

Sports 160

Sports Leadership System Innovation 160

ShepHyken

AUGUST 21, 2020

We have precedent in most industries and in some of the world’s largest corporations. 5 Habits of Companies that Improve Customer Experience Through Change. Prioritize human needs (customers, partners and employees). In the past, the motivation was more value, better experiences, and revenue generation.

Customer Experience 248

Customer Experience How To Culture Groups 248

CX Journey

JULY 27, 2017

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Employees change. You can’t afford to stand still when it comes to customer experience. The best companies innovate and disrupt their market. Companies change.

Policies 146

Policies Innovation Video Employee Experience 146

Qualtrics

FEBRUARY 27, 2019

Here’s our round-up of the best employee experience conferences in 2019. Who should go: Everyone in the experience management industry, regardless of position or rank. Who should go: Everyone in the experience management industry, regardless of position or rank. X4 On Tour . Dates & locations: .

Conference 20

Conference Employee Experience Innovation Banking 20

Blake Morgan

JANUARY 16, 2023

Harvard Business Review case studies were written about their customer experience – and YouTube videos have gone viral of silly flight attendants saying hilarious things on the announcer. This is the link between employee experience and customer experience. It’s Time To Invest In Employee Experience.

Airlines 59

Airlines Travel Case Study Employee Experience 59

ShepHyken

NOVEMBER 9, 2020

The experience equation: Happy employees and customers accelerate growth by Vala Afshar. ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth. 7 Tips to Simplify & Improve Employee Journey Mapping by Jeannie Walters.

Customer Journeys 109

Customer Journeys Customer Service B2C Ecommerce 109

Calabrio

JUNE 5, 2019

Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX).

Self Service 100

Self Service Contact Center Employee Experience Chatbots 100

One Millimeter Mindset

FEBRUARY 18, 2021

What type of customer and employee experience will you create during your tenure? Over time, your resume chronology reinforces that you have held a number of similar positions as a retained and productive employee. What additional value can you co-create together, to keep each other challenged, interested, and innovative?

Leadership 79

Leadership Innovation Employee Experience Industry 79