Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Matters

FEBRUARY 28, 2019

.” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.”

Feedback 265

Feedback Engagement Employee Engagement Study 265

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) I outlined how each contributes.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

CX University

JULY 31, 2018

In 2016, closed $96 billion in mortgages (DNA of Engagement, 2018). #14 14 on Fortune Best Places to Work (Fortune, 2018). Quicken Loans becomes the nation’s largest mortgage lender in January 2018. Employee Engagement Case Study of Quicken Loans. Accessed on July 9, 2018. New York, NY, 2018.

Employee Engagement 65

Employee Engagement Customer Satisfaction Engagement Culture 65

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Intelligent apps, analytics and things.

Trends 174

Trends Retail e-support Technology 174

CX University

SEPTEMBER 11, 2018

But despite the organization’s clear focus on technology and innovation, the primary focus of employee engagement initiatives is much broader. Instead of presuming that employees want more money and benefits, USPTO does not presume but rather seeks to identify what employees want. Accessed on July 19, 2018.

Management 209

Management Employee Engagement Government Engagement 209

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Here are my top five picks from last week. That’s a bold statement, but it’s true.

Customer Service 81

Customer Service Airlines Employee Engagement Rewards Programs 81

Qualtrics

DECEMBER 4, 2018

The results of our 2018 State of Play Employee Engagement study are in and from our research into the experience for 6,000 employees around the world, one thing is clear — personal relationships are one of the key factors that impact the experience. Report: State of Play: Employee Engagement Trends 2018.

Employee Engagement 37

Employee Engagement Engagement Employee Experience Study 37

Influitive

OCTOBER 4, 2018

On October 3, 2018, campers joined us from far and wide to celebrate customer love at Advocamp Field Day, the biggest customer engagement, experience, and advocacy event of the year.

Customer Engagement 66

Customer Engagement Engagement Customer Experience How To 66

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Beyond Philosophy

DECEMBER 5, 2017

Whether it is through a computer screen in a customer service chat, on the telephone, or in person, every employee, whether customer-facing or not, should be an enthusiastic and committed representative for the brand. Resolve To Deliver More Proactive Service in 2018. Why Proving the Impact of Marketing is Difficult.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Happy or Not

APRIL 19, 2018

May 6-9, 2018 | San Diego, US HappyOrNot® is thrilled to be exhibiting at the 75th annual ATD International Conference and Exposition. Visit us in Booth #2438 where our Customer Experience and Employee Engagement Specialists will be demonstrating our new products and services. 9.2018 appeared first on HappyOrNot.

Conference 51

Conference Employee Engagement Engagement Customer Experience 51

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Here are three things we should be watching for in 2018. Take a look. . Mike Wittenstein.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Michel Falcon Experience

FEBRUARY 25, 2018

Michel Falcon: Hey everyone, I’m Michel Falcon, and in this video, I’m going to share the seven tips that I use to build better interview processes, to build high performing teams, increase employee engagement, and build a more profitable company. Do you feel your interview process lacks structure? Thank you so much.

Tips 113

Tips Culture Video Employee Engagement 113

Qualtrics

DECEMBER 6, 2018

Ryan Smith (@RyanQualtrics) November 15, 2018. Ryan Smith (@RyanQualtrics) October 4, 2018. Ryan Smith (@RyanQualtrics) November 1, 2018. HCI Employee Engagement Conference. Who should go: HR leaders who focus on employee engagement and retention. Lenke Taylor- Chief People Officer at Buzzfeed.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

ShepHyken

APRIL 23, 2018

Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). She is a branding expert, and now she shares some insights on creating superior customer experience, which starts with the self-motivation of great employees. The Secret To Superior Customer Experience by Denise Lee Yohn.

Customer Service 79

Customer Service Employee Engagement Study Conference 79

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

Comm100

JUNE 19, 2018

It’s only through paying attention to employee engagement that those cast members can be empowered to. Ernesto spoke to the importance of ensuring employees are engaged, as it’s only those employees who will deliver the best service. Culture & Training. Download Now.

Contact Center 101

Contact Center Entertainment eBook Culture 101

ShepHyken

JUNE 4, 2018

3 Ways to Sweeten the Employee Experience by Kathleen Vegh . CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Airlines CRM Social Media 76

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C.

Innovation 145

Innovation Feedback Customers Engagement 145

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 24th at the close of the annual Customer Strategy & Planning conference organized by The Forum.

Innovation 40

Innovation Conference Case Study Culture 40

NICE inContact

OCTOBER 24, 2018

Best Employee Engagement. If you haven’t already, you can register now through November 30, 2018 at the amazing Super Save rate of just $1,095, which includes all training sessions. Best Customer Experience. Best Business Impact. Rookie of the Year. Read more about the awards here.

Conference 120

Conference ROI Employee Engagement Interaction 120

Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. Get closer to your employees. Several speakers spoke about the importance of employee engagement and employee experience. Retail is far from dead. Fail fast and forward.

Retail 189

Retail Conference Employee Engagement ROI 189

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Check back soon for Part two of the series, where we will address intraday change management and employee engagement!

Contact Center 149

Contact Center Management Employee Engagement Call Center 149

Experience Matters

DECEMBER 10, 2018

If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). In our Q3 2018 study, we asked 5,000+ U.S. We continued to find that connection in our latest consumer benchmark.

Study 265

Study Connections Consumers Customer Experience 265

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Check back soon for Part two of the series, where we will address intraday change management and employee engagement!

Contact Center 136

Contact Center Management Employee Engagement Call Center 136

ShepHyken

SEPTEMBER 11, 2018

Ten Ways To Recognize Employees During National Customer Service Week. National Customer Service Week Is About Customers AND Employees. Shep Hyken sits down with Bill Gessert to talk about National Customer Service Week (October 1-5, 2018). In 2018, NCSW will be held on the first week of October.

Customer Centricity 79

Customer Centricity Employee Engagement Culture Customer Service 79

Andrew Mcfarland

FEBRUARY 2, 2018

Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.

Employee Engagement 61

Employee Engagement Customers Engagement 61

Beyond Philosophy

MARCH 2, 2018

I would have Amazon management consider how employees feel about wearing a wristband that reported back data on their performance. Managing that answer to a positive emotion that contributes to employee engagement and a productive work environment should be Amazon —and any other employers’— prime concern. 1 February 2018.

Government 101

Government Employee Experience Employee Engagement Social Media 101

CX Journey

JANUARY 9, 2018

Signs You Work in a Toxic Environment Employees The Candidate Experience and the Customer Experience Where Do Your Employees Fall in Order of Importance Employee Engagement: A Confluence of Passion and Purpose Some questions to consider as you look at your strategy for 2018: Are your executives aligned?

Strategy 0

Strategy Culture Employee Experience Leadership 0

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. This philosophy, which permeates their employee engagement from hiring to performance management, acknowledges the honor and dignity in service while empowering employees to provide great service to their customers, as equals. .

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Verint

DECEMBER 20, 2017

The Verint Systems global customer conference is an interactive event designed to help you engage with your industry colleagues, get the full benefit of your Verint solutions, and enhance customer engagement—and have some fun while you’re at it. on Monday, May 14, 2018 and concludes on Thursday, May 17 at 10 a.m.

Engagement 41

Engagement Conference Hotels Tips 41

Wootric

DECEMBER 21, 2018

Product roadmap prioritization, customer journey optimization and improved employee engagement are some of the diverse goals our customers are tackling with the power of machine learning. Insights from Wootric have given CX pros the support to gain cross-functional alignment behind improving the customer experience.

Analytics 67

Analytics Survey e-support Analysis 67

ijgolding

FEBRUARY 5, 2018

We have proven that the MRI aligns culture with business performance, customer perception and employee engagement. My book, Customer What – the honest and practical guide to Customer Experience – will be published early in 2018. What difference does a measurement system like the MRI really make to an organisation?

Culture 264

Culture Measurement Customer Centricity Hotels 264

CX Journey

APRIL 11, 2018

Beyond Nice," , which you can find in Conscious Company Magazine's Spring 2018 issue - or just click the article name to download the PDF. The article? It features Bob Chapman, CEO of Barry-Wehmiller, and his approach to leadership that we can/should all learn from.

Leadership 169

Leadership Culture Hospitality Measurement 169

Hello Customer

DECEMBER 17, 2018

These days it's impossible to wrap your head around the massive amount of information coming your way when you browse the internet. Lucky for you we do a lot of research at Hello Customer, and it would be a shame not to share it. That's why o ur content team is here to make your life a bit easier.

Trends 56

Trends Video Customers Employee Engagement 56