CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? Beyond Nice," , which you can find in Conscious Company Magazine's Spring 2018 issue - or just click the article name to download the PDF. And, clearly, I believe he's on to something: we have a crisis in leadership.

Leadership 169

Leadership Culture Hospitality Measurement 169

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

ECXO

NOVEMBER 9, 2023

November 16 at 5:00 PM (CET) – 4:00 PM (GMT) – 9:00 AM (PDT) #cx #employeeexperience #designthinking #customerexperience #CXM Subscribe here on Linkedin: [link] Please help us welcome Karen, a luminary in leadership, organizational transformation, and Customer Experience (CX), as our esteemed guest lecturer and presenter.

Culture 52

Culture Connections Contact Center Leadership 52

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. ” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

CX Journey

JANUARY 23, 2019

It appeared on their blog on May 8, 2018. While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Big mistake.

Culture 94

Culture Leadership Customer Centricity Airlines 94

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. I believe we can have even more impact in the world,” said Real. About Strativity.

Groups 98

Groups Consulting Leadership Innovation 98

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 80

Culture Employee Experience Leadership Customer Experience 80

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. Ultimately, it’s all on leadership.) Employees have to come first.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Cultural readiness for employee ambassadorship. embedded in the employee experience.

Survey 111

Survey Company Leadership Study 111

CX Journey

MAY 2, 2018

Image courtesy of Pixabay Have you seen Jeff Bezos' annual shareholder letter for 2018? Each year the letter is filled with strategy lessons about customer experience, employee experience, leadership, innovation, and culture. This year's letter is a lesson both in leadership and in living your core values.

Leadership 116

Leadership Culture Fashion Innovation 116

ijgolding

JANUARY 28, 2018

Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? Whilst it is common to find businesses implementing frameworks to manage the customer experience, we do not often see the same principle being applied for the employee experience.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. Ultimately, it’s all on leadership.) Employees have to come first.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

CX Journey

MARCH 20, 2019

PwC recently released findings from their 2018 research among 2,000 respondents in 50 countries on workplace culture.The first shocking statistic is that 80% of employees feel that their workplace culture must improve significantly or a fair bit in order to succeed, grow, and retain the best people.

Culture 109

Culture Leadership Exercises Groups 109

Kayako

APRIL 29, 2019

He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. Branson spent his career building organizations around this mantra, so it might be unrealistic to transform your employee experience overnight, but you can follow in his footsteps.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

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

Customer Bliss

OCTOBER 10, 2017

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). 2014-2016: The initial roll out of services and experiences. 2016-2018: Excellence around execution.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

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

CX Journey

MARCH 20, 2019

PwC recently released findings from their 2018 research among 2,000 respondents in 50 countries on workplace culture.The first shocking statistic is that 80% of employees feel that their workplace culture must improve significantly or a fair bit in order to succeed, grow, and retain the best people.

Culture 83

Culture Leadership Exercises Groups 83

Beyond Philosophy

NOVEMBER 14, 2017

CMC Thought Leadership Principal, Beyond Philosophy. In the same post, Colin acknowledged the value of employee ambassadorship and the direct connection between employee experience and customer experience. Trust, empower, and enable employees to do the right thing (for each other, the company, and for customers).

Airlines 87

Airlines Culture Consulting Leadership 87

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. The July 2018 plain language inaugural summit opened the door. First, a look at the wins.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

SurveySparrow

NOVEMBER 1, 2021

David is a regular on shows and HR conferences and was the Main Stage MC at Europe’s most popular show in the future of workplace technology, UNLEASH World in 2018. She was previously an hr leader, and now she’s using all that experience in her entrepreneurial career and as a writer. 3 Lauri Ruettimann. That’s some achievement!

Social Media 98

Social Media Tips Conference Leadership 98

Strativity

JUNE 4, 2018

Leading Customer Experience and Design firm Strativity Group unveils the Cultural Experience & Performance (CEP) Index for a combined measure of brand strategy, employee experience, operations, customer experience, and culture. Culture and purpose-based performance are no longer optional.

Culture 40

Culture Groups Employee Experience Leadership 40

Qualtrics

DECEMBER 6, 2018

It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. The experience can be invaluable to your organization and allow you to earn continuing education credits to keep your certifications up-to-date.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

West Monroe

FEBRUARY 23, 2022

This article was originally featured in February 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. In a recent Manufacturing Leadership Council study , only 3% of respondents saw this as the eventual state of their factory model.

Leadership 52

Leadership Culture Training Technology 52

Call Experts

SEPTEMBER 18, 2019

The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. This additional learning helps the new agents grow into their role and build on the experience they gained during their initial orientation. What is an employee call out-line?

Training 40

Training Call Center Conference Contact Center 40

Second to None

APRIL 11, 2018

2018 is a particularly interesting moment in this space due to the impact that advanced technology is having on a brand’s ability to communicate with its customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire. Ties Between Employee and Customer Experience.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

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

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 88

Airlines Travel Loyalty Customer Satisfaction 88

Beyond Philosophy

NOVEMBER 22, 2017

CMC Thought Leadership Principal, Beyond Philosophy. The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing. 7 Upcoming E-commerce Web Design Trends to Adopt in 2018.

e-support 90

e-support Banking Culture Consulting 90

Call Experts

NOVEMBER 8, 2019

Leadership regularly invests in their HR departments and as the workload for this team increases, they need more support than ever to prioritize and tackle the projects that matter. . Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. What is an employee call out-line?

Company 45

Company Call Center Customer Journeys Conference 45

TechSee

JANUARY 25, 2023

Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team. Paul has more than twenty years of experience in enterprise software, with leadership roles in several areas fundamental to field services, such as mobile (Nokia), location intelligence (HERE Technologies), and data management (Endeca).

Management 41

Management Automotive Leadership Effort Score 41

Qualtrics

MAY 21, 2021

This philosophy was the foundation for why Nebraska Medicine completely transformed their employee engagement survey process. To effectively improve the employee experience , they needed to be able to listen, understand, and take action immediately – not months or even a year from now. Keeping attention focused on improvement.

Engagement 26

Engagement Employee Engagement Case Study Survey 26

ClearAction

JANUARY 12, 2022

Customer experience and employee experience go hand-in-hand. Customer experience insurance ” is created by minimizing the likelihood of employee decisions that result in costly reputation fiascos. It unifies your senior leadership team. 5 What’s Your Customer Experience Value Quotient? Ease of Work.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Resolve To Deliver More Proactive Service in 2018.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Qualtrics

JUNE 27, 2019

From starting as an Account Executive, I moved into SDR Leadership in January of 2017, and more recently into quota carrying sales management. An example is that I used my annual Experience Bonus to help pay for a family vacation to Hawaii in 2018. Over the past 3.5 What attracted you to Qualtrics in the first place?

Sales 36

Sales Employee Experience Banking Training 36

Second to None

MARCH 8, 2019

Employee burnout occurs when an individual lacks the proper energy or interest to perform the required tasks of their position. According to a 2018 Gallup study, 23 percent of employees experience feeling burned out at work very often while 44 percent feel burned out sometimes.

Study 48

Study Financial Customer Centricity Employee Experience 48