Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Employee Experience Trickles Down to Customers. Help the C-Suite Help Employees.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. It is essential to focus on employee satisfaction. . Employee experiences are connected to customer experiences.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

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!)

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? Be a customer of your own business.

How To 76

How To Employee Experience Exceptional Customer Service Customer Retention 76

ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report. Plenty of interesting information here.

Customer Service 92

Customer Service Social Media Tips Trends 92

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

ShepHyken

MAY 21, 2018

Creating Good Employee Experiences Is Within Reach by Chris Poteet . CMSWire) Organizations have renewed their focus on providing quality customer experiences (CX). However, companies must be mindful not only of the experiences they offer their customers, but also of the experiences they offer their employees.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

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. It is expected.

Customer Service 75

Customer Service Airlines CRM Social Media 75

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

Forrester's Customer Insights

SEPTEMBER 17, 2018

The Forrester Wave™: Enterprise Service Management, Q3 2018, is live! Take IT service management, add the age of the customer, stir in some employee experience (EX) and a healthy dose of low/no-code platform, and voilà! Enterprise service management (ESM)!

Employee Experience 47

Employee Experience Management Customer Experience Customers 47

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. by Sue Duris. Follow on Twitter: @Hyken.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

Comm100

JUNE 19, 2018

It’s always fantastic to hear about organizations putting training and development at the heart of their operations, as many organizations are still only just beginning to understand the importance of the employee experience in delivering great customer experiences. Download Now.

Contact Center 101

Contact Center Entertainment eBook Culture 101

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. 2018 “Integrator” Rackspace connected disparate ticketing systems via Calabrio ONE’s cloud platform, making any needed system adjustments easy to identify and implement.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Qualtrics

AUGUST 24, 2021

However, Singtel’s award-winning employee experience transformation isn’t simply a product of the COVID-19 pandemic. . With increasing employee expectations, Singtel embarked on a digital transformation journey in 2018 to improve how the company’s 22,000+ team members work, collaborate, and acquire future-ready digital skills.

Employee Experience 26

Employee Experience Communication Technology Company 26

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

ShepHyken

AUGUST 27, 2018

(Toister Solutions) I decided to investigate the happy employees equal happy customers claim by reviewing Glassdoor ratings for the 20 companies with the best customer service. My Comment: Does a great employee experience mean a better customer experience? Follow on Twitter: @Hyken.

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

CX Journey

JANUARY 9, 2018

I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience.

Strategy 0

Strategy Culture Employee Experience Leadership 0

Alida

SEPTEMBER 6, 2018

But despite predictions that more than 3,800 stores are expected to close in 2018, the death of retail, much like Mark Twain, may have been reported prematurely. confident or very confident as of January 2018, according to the Consumer Mood Index. Finally, consumers are feeling pretty good about the economy with 59.5%

Retail 243

Retail Company e-support Competitive Advantage 243

Forrester's Customer Insights

NOVEMBER 20, 2018

Our recently released evaluation, “The Forrester Wave™: Unified Endpoint Management, Q4 2018,” uses 28 criteria to evaluate the top 12 unified endpoint management (UEM) solutions on the market today. Organizations looking to improve employee experience and simplify management can […]

Management 41

Management Employee Experience Marketing 41

CX Journey

MAY 29, 2019

It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. As you know, employees must come more first. What is culture ?

Culture 145

Culture Employee Experience Leadership Customer Experience 145

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

Beyond Philosophy

MARCH 2, 2018

Since the announcement on February 1st, there has been much speculation about how Amazon would use the data—and more than a few concerns about employee privacy rights. Employee Experience at Amazon has a bad reputation. So, what does all this mean to the Employee Experience and, perhaps more importantly, why should you care?

Government 101

Government Employee Experience Employee Engagement Social Media 101

Verint

JANUARY 19, 2018

Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? If so, then be sure to enter for the 2018 Engage Global Customer Awards! Winners will be notified in May and will be recognized at the Engage 2018 global customer conference.

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

ECXO

NOVEMBER 9, 2023

Her seminal work, “Culture Your Culture: Innovating Experiences @ Work,” published by @Emerald Group in 2018, has become a cornerstone in pursuing innovative workplace experiences.

Culture 52

Culture Connections Contact Center Leadership 52

Forrester's Customer Insights

JUNE 28, 2018

Introducing Our 2018 Now Tech On Unified Endpoint Management (UEM) We are excited to announce the publication of our Now Tech report on Unified Endpoint Management! Forrester clients frequently ask us how to balance employee productivity with management and security.

Employee Experience 34

Employee Experience Customer Experience Report Management 34

Beyond Philosophy

MAY 3, 2018

While CEOs have said they are concerned about Customer Experience, it does not play out in the mergers that reduce competition and combine market share. The bigger they get, the less concerned they are with building customer-centered experiences and empowered employee experiences. 30 April 2018. < 2 April 2018.

Wireless 114

Wireless Competitive Advantage Consulting Airlines 114

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. Assessment of both customer and employee experience. Lower customer churn and higher revenue growth.

Net Promoter Score 150

Net Promoter Score Customer Success NPS Culture 150

Customer Bliss

DECEMBER 4, 2018

3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 28, 2018 at 8:00am PST. View this post on Instagram.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

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. To win the business of consumers, however, companies need to invest in continuously improving the experience of their customers. Get closer to your employees. Retail is far from dead.

Retail 189

Retail Conference Employee Engagement ROI 189

NICE inContact

SEPTEMBER 27, 2017

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 121

Contact Center Technology Roadmap Chatbots 121

NICE inContact

SEPTEMBER 27, 2017

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 120

Contact Center Technology Roadmap Chatbots 120

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. Imagine the employee experience if that was the case, if leaders cared about employees, their families, and their well-being! The article? Would we view those people as successful?

Leadership 169

Leadership Culture Hospitality Measurement 169

CX Journey

MAY 8, 2019

It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies. Sounds like measuring the employee experience to me!

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

ijgolding

DECEMBER 1, 2017

In 2018, Ian Golding (that’s me), will officially become the author of a book. It is an exploration of companies who excel at delivering amazing employee experiences. Unfortunately, this is contributing to a false perception that customer experience doesn’t work. Sometime in 2018! Tell me more about it.

Insurance 148

Insurance Customer Centricity Customers Travel 148

Strativity

FEBRUARY 13, 2020

Real will guide company strategy and operations as the organization enters its next stage of growth in the booming customer and employee experience consulting market. Real will also focus on expanding Strativity’s reach across the broad portfolio of clients within LRW Group, which acquired Strativity in early 2018. “We

Groups 98

Groups Consulting Leadership Innovation 98