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. Thanks for that.

Leadership 98

Leadership Government Employee Experience Innovation 98

InMoment XI

MAY 4, 2022

Employee satisfaction, in turn, results primarily from high-quality support services and policies that enable employees to deliver results to customers.” ( Putting the Service-Profit Chain to Work , Harvard Business Review, 1994). Leadership and Loyalty. Effective leadership. industries in 2013.).

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

SurveySparrow

APRIL 18, 2021

Employee experience, like customer experience, is a crucial aspect of running a business because it plays a significant role in determining client satisfaction. A happy and satisfied employee is more likely to cater to the customers’ needs, thereby improving their experience with a company. The Physical.

Employee Experience 95

Employee Experience Strategy Customer Journeys e-support 95

Customer Bliss

MARCH 21, 2019

He goes on to say that leadership is about setting the vision and leading your people through it. Horst’s initial vision as president of the luxurious Ritz Carlton hotels was driven by his commitment to excellent leadership and serving customers in a way that goes beyond their expectations. And how did he do this?

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

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. Vishal Bhalla CXO @Parkland Click To Tweet.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. Original Article by By Stephen Leaden. Very few companies are in the top tier of adoption.

Employee Experience 52

Employee Experience Customer Experience Contact Center Culture 52

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values.

NPS 260

NPS Customer Centricity Tips Automotive 260

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about. Absolutely.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

CX Journey

DECEMBER 11, 2018

The story takes you through several examples of how one CEO, who loves to lead and to manage, uncovered these three root causes and how he put them into practice at a couple different companies in different industries. As a result, employees go home to their families every night feeling good about themselves and have a more meaningful life.

Leadership 151

Leadership Guidelines Travel Culture 151

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Oracle

AUGUST 8, 2018

The SmarterCX team recently attended an Oracle Women’s Leadership (OWL) panel featuring co-authors Paula Brown Stafford and Lisa T. Leadership #Empowerment #OWLNYC pic.twitter.com/YjSiuCSvuz. The post The Employee Experience: Tackling Work-Life Balance with Top Execs appeared first on SmarterCX. Create Balance.

Employee Experience 97

Employee Experience Leadership Consulting Examples 97

SurveySparrow

JULY 1, 2022

Companies also struggle with this question, which is why we use leadership competencies to define a good leader. In this article, we will: Talk about 13 leadership competencies divided into 4 areas. Share insights from three experts about the leadership competencies of the future. What is Leadership? ” Randall J.

Leadership 52

Leadership Culture Sports Survey 52

Think Customers

NOVEMBER 2, 2022

The customer experience landscape is always changing, but one constant remains: the need for an energized and engaged workforce. Amazing brand experiences are powered by people, and great employee experiences lead to seamless customer experiences. I feel like customer experience is such an exciting area.

Leadership 52

Leadership Self Service Culture Employee Experience 52

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). Move from Best in Industry to World Class. Know Your Guardrails. Listen to or watch the full interview ».

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

TechSee

AUGUST 14, 2023

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. Their knowledge and impact is constantly reshaping the service industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

OCTOBER 4, 2018

Though many of us may enjoy out-of-town excursions that require a flight, we’re often a little less enthusiastic about the thought of the airport or the in-flight experience. Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences.

Airlines 176

Airlines Industry Strategy Customer Experience 176

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

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

SurveySparrow

APRIL 22, 2023

This article explores why emotional intelligence is essential for employee success. Signup for Free 14-Day Free Trial • No Credit Card Required • No Strings Attached Emotional Intelligence in Leadership Effective leadership requires a high level of emotional intelligence. Sign up to try SurveySparrow for free.

Leadership 52

Leadership Customer Satisfaction Measurement Culture 52

SurveySparrow

FEBRUARY 26, 2021

– Henry Ford, the man who revolutionized the automobile industry with the assembly line model for manufacturing cars. . They are integral for your culture, how your employees feel about the workplace, decision making, recruiting, etc. . What is leadership? There are a variety of ways in which leadership assessment happens.

Leadership 52

Leadership Feedback Exercises Tools 52

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. I’m going to shut up and introduce Nate Brown. Hello, sir.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Bold360

AUGUST 10, 2020

As a consultant, she deals with different industries every day, so she has unique insight into the many ways companies are adapting. The grand COVID-19 experiment. The post The New Normal: Understanding the Employee Experience in the (Remote) Workplace appeared first on Bold360 Blog. Take new technology, for instance.

Employee Experience 93

Employee Experience Consulting Engagement Banking 93

Customer Bliss

JULY 13, 2018

In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry. This time would help her see how everything works together, learn how the employees contribute to the organization, and then be able to bring this information back in a meaningful way to leadership.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization? It just could be that some employees already have these conversations. Or will you choose to have “those” conversations?

Leadership 86

Leadership Innovation Resources Culture 86

Customer Bliss

JUNE 28, 2018

Let’s face it: the airline industry is tough. To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D. LEADERSHIP MEANS + HIRING THE RIGHT PEOPLE = BUSINESS GROWTH.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

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. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Employee experience (EX) is customer experience!".

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Lumoa

JUNE 23, 2021

More diverse customer experience No matter what industry you operate in, your customers are likely to be a diverse mix of people with a mix of religion, race, social status, ableness, and other characteristics. Improved employee experience The better the employee experience , the better the customer experience.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

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. Hear inspirational stories and thought leadership that will give you plenty to take back to your organization. What’s new in EX?

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

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

CSM Magazine

SEPTEMBER 8, 2023

What does this mean for the industry? For the CX industry, this is fantastic news as it focusses on the convergence of contact centre and customer service technologies bringing together “data, agents, bots and communication channels” for smarter end-to-end customer and employee experiences.

Groups 52

Groups Leadership Multi-Channel CRM 52

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. He pledged to keep employment secure through the economic crisis; he also asked employees to help keep the company stable and profitable. The results are inspiring.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Because she speaks to thousands of client-side professionals and many vendors, she gets an insider view of how the entire industry is structured, giving her a unique perspective on the CX market.

ROI 260

ROI Tips Healthcare Insurance 260

CloudCherry

FEBRUARY 6, 2020

In our conversation, Bob lays out a brief history of IT- describing it as “an industry that was built as an afterthought”. Bob Roark’s Bio: Bob Roark is an Executive Solution Strategist for Cherwell , a technology company specializing in Service Management software, and a technology services industry expert, best-selling author and speaker.

Customer Centricity 195

Customer Centricity Leadership Industry Culture 195