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

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. In 2014, customer’s expect ethics as standard. .

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? Customer experience motivates the employee experience. Customer experience motivates the employee experience.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. Strong leadership : I think this is my favorite. Aon Hewitt defines Best Employers as companies that: ".drive

Company 80

Company Employee Engagement Leadership Employee Experience 80

CX Journey

MARCH 22, 2017

Inconsistent rule book : This one's pretty self-explanatory; rules aren't applied equally across all staff, including the leadership team. The place is sick, literally : Employees are often calling in sick, fighting off colds at their desks, etc. Quite simply, the culture and the employee experience are a mess.

Culture 95

Culture Leadership Employee Experience Employee Engagement 95

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

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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147