Beyond Philosophy

NOVEMBER 10, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. Why Most Customer Experience Programs Fail.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

DECEMBER 4, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

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. His 2015 Talk is now at 2.1

Leadership 98

Leadership Government Employee Experience Innovation 98

Beyond Philosophy

AUGUST 16, 2017

This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers. In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees.

Consulting 140

Consulting Employee Engagement Engagement Communication 140

Beyond Philosophy

AUGUST 9, 2017

Moreover, it sped up service and freed his staff up to focus on other tasks rather than managing cash. Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. Cash Isn’t King with Many Retailers These Days.

Banking 0

Banking Retail Insurance Loyalty 0

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Performance management is a practice and culture that applies to individuals, teams and departments.

Innovation 40

Innovation Gamification Management Comparison 40

Beyond Philosophy

OCTOBER 28, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. Why Most Customer Experience Programs Fail.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Michelli Experience

AUGUST 31, 2016

The first started in 2015 when Domino’s began testing driverless delivery vehicles (something Domino’s calls DRU – Domino’s Robotic Unit ). All of this disruption is designed to create an enriched customer experience! For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation.

Technology 189

Technology Travel Innovation Study 189

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. It's real, and your employees matter!

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Accordingly, customer-centered management is a fitting description of the new Principles of Corporate Governance. Ease-of-Work from the viewpoint of employees.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Strativity

FEBRUARY 11, 2015

. . . February 2015 News & Insights. . . For all those managers who don’t have time to leave their busy jobs to sit in training, who are bored with theories and concepts, there is Be.Lead.Do! A new online management tool that fits their schedule. managers can access: . March 25-27, 2015.

Customer relationships 40

Customer relationships Conference Study Employee Engagement 40

Qualtrics

JANUARY 23, 2019

Here are 25 employee experience influencers you should be following on Twitter: Ben Eubanks – Eubanks is a Principal Analyst at Lighthouse Research and hosts the podcast We’re Only Human. He’s also a speaker and an expert in the human capital management industry. He also runs Talent Anarchy with Joe Gerstandt.

Employee Experience 52

Employee Experience Leadership Consulting Trends 52

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. From : Priscilla Zorrilla , Customer Success Manager. This is a great way to share your unique perspective and thought-leadership. Let’s move forward with this week’s blog post!

eBook 44

eBook Customer Success Leadership Communication 44

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s leadership clearly understands the experience for the customer goes way beyond putting the lid on the soup. Leadership at this particular store saw it as important, and I’m betting it’s a consistent experience at other stores, too. Added by Anne Reuss on Jan 30, 2015. Consider what this means.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Alida

AUGUST 24, 2016

We may dominate the workforce but our employers are still confused about how to manage us. In the workplace, we look for opportunities to make our mark, demonstrate our value and leadership and give back to society. Every day brings another news report about how difficult it is to keep us happy.

Engagement 100

Engagement How To Culture Policies 100

Second to None

MARCH 8, 2019

Additionally, research that examined the link between Glassdoor ratings and stock returns revealed that those with high employee satisfaction substantially outperformed the the general stock market by earning 1.35 2] Employee Burnout. Checking the Pulse of Employee Satisfaction. Employees want to feel heard and appreciated.

Study 48

Study Financial Customer Centricity Employee Experience 48

CX Journey

NOVEMBER 3, 2015

appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely not. Let me first define empowerment.

Employee Experience 80

Employee Experience Employee Engagement Training Loyalty 80

CX University

FEBRUARY 13, 2018

This is one of the largest reasons why change initiatives fail 70% of the time (Mckinsey, Changing Change Management). So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts. The trick is to empower employees to help you change. Final Thought. *No

Customer Centricity 67

Customer Centricity Airlines Policies Course 67

Strativity

FEBRUARY 4, 2015

His character, Marty McFly, gets transported to 2015, and he sees everyone around him getting around on hover boards and in flying cars. Writer and director Robert Zemeckis may have gotten the hover boards and flying cars part wrong, but the 2015 business landscape is like nothing in the past.

Transportation 40

Transportation Policies Exercises Leadership 40

Qualtrics

OCTOBER 11, 2019

1 This may be a direct report trusting in their manager to provide them with support on a highly visible stretch project or senior leader trusting in an R&D team to deliver product enhancements in time for launch. Academy of Management Review, 20, 709-734. Academy of Management Executive, 9(4), 23-33. 2 O’Neill, H.M.

Culture 26

Culture Communication Multi-Channel Feedback 26

Natalie Petouhof

DECEMBER 14, 2015

In today’s volatile and disrupted world, capability leadership is not enough. Digital Capabilities Drive Business Results: Digital capabilities drive business results in key areas such as improving the customer experience, boosting employee engagement or enhancing internal operations.

Report 40

Report Company Leadership Technology 40

Stella Connect

MAY 4, 2017

Disney’s enduring success is rooted in its emphasis on employee development—the transformation of new hires into brand enthusiasts who internalize the organization’s values, relish their roles, and deliver an experience like no other. No one is more qualified to address the unique challenges of building and managing remote service teams.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Clarabridge. NICE Systems. Rant & Rave.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Qualtrics

JANUARY 30, 2019

On creating a new development program for managers: One of the things we’ve invested a lot in over the past year is manager development. Our learning team designed an eight-week program for managers across the company. Feedback from managers has been really positive. Take mental health as an example.

Culture 20

Culture Leadership Advertising Resources 20

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Albeit cliched, employees are consistently overlooked when it comes to the feedback that they can provide to leadership. Survey your customers for employee feedback.

Trends 40

Trends Brands Customer Experience Survey 40

Storyminers

JULY 6, 2020

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SuiteCX

DECEMBER 22, 2015

suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

SurveySparrow

FEBRUARY 21, 2022

Employee wellbeing basically means measuring your employee’s health. It signifies the sustainability of employee engagement and shows whether they will maintain that over a certain period. Employee wellbeing programs can be anything or of any type, some of which are: Collaborative meetings. Signup for Free.

Employee Engagement 52

Employee Engagement Culture Survey Leadership 52

Beyond Philosophy

NOVEMBER 28, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Michael Lowenstein, Ph.D.,

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

Maz Iqbal

OCTOBER 9, 2014

improvement due to benevolent-enlightened leadership? New FCA-mandated focus on customer outcomes … has led to massive investments and exhaustive leadership attention. Organisations and the Tops that lead them do not willingly stop screwing their customers and employees. Which sectors have declined?

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Think Customers

SEPTEMBER 15, 2020

In 2015 my ego and ability to expand outgrew the size and capability of my team. This became even more dangerous because their management position included training of new hires. Don’t focus your energy on not losing an employee otherwise you will be walking around on eggshells all the time. appeared first on 1to1 Media.

Culture 52

Culture Company Fashion Conference 52

CX University

APRIL 26, 2018

They replace the top-down hegemonic system most enterprises still use, replacing the traditional schema with a new way of distributing real authority that instills adaptiveness and employee engagement in the fabric of an organization. The Open Organization, 2015).

Customer Experience 74

Customer Experience Government Policies Innovation 74

Customer Guru

DECEMBER 13, 2017

Without a customer-centric vision and leadership, CX initiatives are bound to fail. Employees don’t understand what good customer experience means. Furthermore, almost 50% of the respondents said that employees don’t know what they need to do in order to deliver a great customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Tricia Morris

DECEMBER 4, 2015

According to Microsoft’s 2015 Global State of Multichannel Customer Service, 97% say that customer service is very important or somewhat important in their choice of, or loyalty to, a brand, and 62% say that they’ve stopped doing business with a brand due to a poor customer service experience.

Customer Service 40

Customer Service Airlines Poor Customer Service Social Media 40