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Top women CXOs

CloudCherry

Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). She is a firm believer of Employee Experience. Erica believes that in today’s day-and-age, every employee wants to stay on the top of their game and that the company needs to understand an Employee’s journey to retain them.

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Master Experience Leadership Now

ClearAction

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn. It maximizes lifetime value by preventing value roadblocks.

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Improving Customer Experience Management in a State Government Agency

Customer Bliss

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

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Why I love the Grace Hopper Celebration – and you should too!

Thematic

I attended one of the first events as a student back in 2006, when it had less than 2000 attendees and have seen the conference grew to 25,000 since then! Lilia, me and Katya at the Grace Hopper Celebration, San Diego, 2006. GHC 2006, San Diego. My experience and learnings from attending & speaking at GHC.

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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ My paradigm example is, or was, MBNA America.

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How to Stay Close to Customers While Working From Home

CSM Magazine

He noted that a good blend of technology and human skills can be used to benefit both employee experience and customer experience. Paul Ridge also highlighted the value of using automation to take simple, routine, lower value tasks away from contact centre staff, so that they can focus on those customers who need more support.

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“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior. Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’ Blogs Employee Experience'