CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. focuses employees at all levels on the customer, and 3. Sources for Employee Engagement Links to Customer Satisfaction.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Beyond Philosophy

JANUARY 16, 2018

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.’ This often begins with employees. when making decisions.

Culture 83

Culture Company Customer Centricity Travel 83

Qualtrics

JUNE 27, 2019

Closing the experience gap with AI comes down to 3 things: The ability to listen and measure customer and employee experiences. Being able to understand the experiences being delivered. Having the ability to act on the insights captured and rapidly make changes improving the experience. What to listen for.

Net Promoter Score 46

Net Promoter Score Survey Study Retail 46

Russel Lolacher

OCTOBER 24, 2022

How we’re approaching employee surveys and reviews wrong. “When you have clarity around your purpose; employees who believe in it; and all day, every day you work at making it easier to achieve that purpose… your employees love that and they’ll come back for more.” ” Jeff Toister.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

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. He joined Comcast as executive support manager in 2007 during a period of high-profile public relations issues. Ron Shevlin.

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. He joined Comcast as executive support manager in 2007 during a period of high-profile public relations issues. Ron Shevlin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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