CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Two years later, it's still relevant! Tis the season. What did you do wrong this year?

Company 80

Company Culture Employee Experience Leadership 80

CX Journey

MARCH 8, 2016

Image courtesy of Unsplash How does your employee experience rate relative to other companies? Would your employees consider the company a great place to work? As an employee, do you feel your employer cares about you and adheres to these tenets of a great workplace and a great experience? Why does that matter?

Employee Experience 80

Employee Experience ROI Study Consulting 80

Customer Guru

APRIL 5, 2018

William David McCann, a leading customer experience designer and the founder of Bespoke Customer Experience. Mr. David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014. We would be more than happy to help.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Culture co-existence of Imposter Syndrome vs unearned confidence. Psychological safety and corporate culture’s role in addressing this issue. Amber Naslund.

Culture 111

Culture Study Leadership Employee Experience 111

Michel Falcon Experience

MARCH 10, 2019

As leaders, we generally make it hard on ourselves to manage our employees and the outcome is a poor experience for our team members which negatively impacts their perception of you as their leader and paralyzes their morale and performance. I’ve come a long way in my leadership ability to manage a team. Simple, right?

Tips 112

Tips Management Culture Meeting 112

ijgolding

DECEMBER 1, 2017

As an ‘almost’ author, I am keen to understand your experience of writing – I understand that you published your first book a few years ago, with your second just around the corner. I published my first book – Foundations for Customer Centricity – in 2014. I therefore decided to write about it. Tell me more about it.

Insurance 148

Insurance Customer Centricity Customers Travel 148

Maz Iqbal

OCTOBER 9, 2014

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Little Change In The State of Customer Experience Excellence From 2013. improvement due to benevolent-enlightened leadership? Organisations and the Tops that lead them do not willingly stop screwing their customers and employees.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

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

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Elevio

APRIL 12, 2017

Originally when I joined in May of 2016, I was Shinesty’s Director of Customer Experience. My role has since expanded to the Director of Experience, overseeing the customer as well as the employee experience. How do you make sure you continue to provide an amazing customer experience?

Effort Score 40

Effort Score Airlines Measurement Brands 40

Russel Lolacher

JUNE 13, 2022

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them. the role of executive and culture in addressing silos. KEY TAKEAWAYS.

Culture 59

Culture Communication Employee Experience Connections 59

Enalyzer

NOVEMBER 13, 2020

Due to the overwhelming underreported cases of workplace sexual harassment, companies must be part of a cultural change to make it safer for employees to come forward. In 2014, Jennifer Freyd, a Professor of Psychology at the University of Oregon, coined two concepts, institutional betrayal, and institutional courage.

Measurement 98

Measurement Entertainment Hospitality Hotels 98

Customer Bliss

SEPTEMBER 14, 2017

Third up: tie this to employee experience. This involves customer survey results, training, and interactions between leadership and employees. The role itself hasn’t changed that much,” admits Millista Anderson of FIS , “in terms of moving the culture and working on process improvement.”

Communication 152

Communication Customer Experience Customer Journeys Government 152