Alida

NOVEMBER 1, 2018

Generally speaking, you can quickly send out a quantitative activity and have the analysis done in a fraction of the time it would take to do a qualitative exercise. Star filtering and editing of comments allows you to rapidly find and select what’s relevant to you for your reporting exercise. Not very compelling.

Feedback 147

Feedback Exercises Analysis Effort Score 147

West Monroe

JANUARY 29, 2018

Last week at DistribuTECH 2018 in San Antonio, TX, energy professionals from all over shared ideas and perspectives on the future of the industry with one clear conclusion: our energy future remains uncertain, but “digital” will be a major driver in addressing this uncertainty.

Self Service 40

Self Service Roadmap Exercises Technology 40

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort.

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

CX Journey

JUNE 20, 2018

It appeared on their blog on January 16, 2018. Critical to this whole exercise is that, once you’ve identified those moments of truth – particularly the ones that impact the experience negatively – you must quickly fix them. Image courtesy of Pixabay I originally wrote today's post for Zingle. What’s next?

Customer Journeys 140

Customer Journeys Communication Exercises Fashion 140

CX Accelerator

APRIL 11, 2018

You can use this easy exercise to help your team talk about what they must stop doing, to free up more time to work their MIT (Most Important Thing) behaviors. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them. Karin was named on Inc.'s

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Lithium

JUNE 11, 2019

Through interactive lectures and hands-on exercises, students will get the opportunity to evaluate the importance and impact of different configuration and administration settings. Participants will learn the important concepts and settings that community managers most often consider as they set up and maintain a community. Duration: 8 Hours.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Through interactive lectures and hands-on exercises, students will get the opportunity to evaluate the importance and impact of different configuration and administration settings. Participants will learn the important concepts and settings that community managers most often consider as they set up and maintain a community. Duration: 8 Hours.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Through interactive lectures and hands-on exercises, students will get the opportunity to evaluate the importance and impact of different configuration and administration settings. Participants will learn the important concepts and settings that community managers most often consider as they set up and maintain a community. Duration: 8 Hours.

Social Media 40

Social Media Case Study ROI Course 40

CX Journey

AUGUST 17, 2018

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. It's this last one, empathize (or walk in customers' shoes and map their journey), that I focus on in my webinar on August 22, 2018, at 11am PT/2pm ET. Characterize. Research your customers.

Customer Journeys 86

Customer Journeys Contact Center Exercises Customers 86

CSM Magazine

MARCH 30, 2022

” AinsCo Fire and Security, formerly M P Electronic Fire and Security, turned to BigChange when it was looking to invest in technology as part of a major rebranding exercise. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

CRM 52

CRM Transportation Customer Relationship Management Exercises 52

CX Journey

APRIL 24, 2019

It appeared on their blog on April 13, 2018. One other option is to conduct a So What exercise , which allows you to identify the importance and the impact of implementing an improvement solution. Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. How do you prioritize your CX improvement initiatives?

Government 143

Government Exercises Loyalty Metrics 143

CX Accelerator

APRIL 11, 2018

You can use this easy exercise to help your team talk about what they must stop doing, to free up more time to work their MIT (Most Important Thing) behaviors. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them. Karin was named on Inc.'s

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

Forrester's Customer Insights

JANUARY 31, 2020

When starting a project like the Future of the CISO – it’s a daunting exercise. When we started planning this research in 2018 and working on it in 2019, […]. While we don’t always share the background inspiration for our research, this time it’s quite important and will shed some light on how we arrived here.

Exercises 42

Exercises Technology Customers 42

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Companies can benefit from customer journey mapping exercises in many different ways.

Financial 218

Financial Metrics Customer Journeys NPS 218

West Monroe

AUGUST 30, 2021

West Monroe fielded a survey in 2018 delving into consumer spending on subscription services. Americans are spending more money on subscription services, underestimating by larger degrees than 2018. After recording this initial answer, we then asked them to repeat the exercise with 30 seconds to think about the question more carefully.

Fashion 52

Fashion Consumers Report Survey 52

Oracle

APRIL 3, 2020

The State of Remote Work 2018 Report by Buffer stated that remote workers might struggle with loneliness, communicating and collaborating with coworkers, and distractions at home. However, 44% of those surveyed also said that they struggle to unwind and relax after a day of working remotely.

Exercises 81

Exercises Study Social Media Video 81

Chadwick Martin Bailey

APRIL 30, 2019

Although the results from this exercise were underwhelming, I did help move some “Ambivalent” Millennials into the full-on “Accepter” category by touting Productivity and Efficiency. This leads me back to my own emotional journey with vehicular automation. We were stuck in bumper-to-bumper traffic when my phone’s GPS cut out.

Industry 99

Industry Strategy Exercises Transportation 99

Horizon CX

FEBRUARY 29, 2020

I recall quite vividly an exercise that was given to a communications class during my graduate studies in adult education at Boston University. You can’t imagine how uneasy and constrained some of us were during that exercise. Having a natural inquisitiveness and the ability to read people can help us frame up more ideal questions.

Exercises 130

Exercises Groups Communication Course 130

West Monroe

AUGUST 11, 2022

Consider that 9 in 10 manufacturers experienced at least one intrusion into their operational technology (OT) systems in 2020, and that ransomware attacks on industrial entities have increased by more than 500% since 2018. The exercises should drive collaboration among key stakeholders and account for multiple eventualities.

Exercises 52

Exercises Roadmap Leadership Technology 52

Strativity

MAY 17, 2018

Hackensack, New Jersey, May 17, 2018 – Strativity, a global leader in experience and culture design announces the launch of a critical tool to foster employee centric cultures resulting in greater engagement, productivity and customer experiences.

Exercises 40

Exercises Culture Employee Experience Study 40

Strativity

MAY 17, 2018

HACKENSACK, NEW JERSEY, MAY 17, 2018 – Strativity, a global leader in experience and culture design announces the launch of a critical tool to foster employee centric cultures resulting in greater engagement, productivity and customer experiences.

Exercises 40

Exercises Culture Employee Experience Study 40

Lithium

JULY 27, 2022

In 2018 we separated associate-only collaboration to help with some of the confusion. Subsequently, when we started planning our migration to Khoros, we again started an archiving exercise to minimize the amount of data we would bring over. During this time, we archived groups, spaces, projects, etc.

Groups 52

Groups Exercises Video Management 52

CX University

JANUARY 20, 2021

My career started to turn around for the better in 2018 when I joined Delta Dental of California to create a CX Center of Excellence virtually from scratch. Readings, videos, and interactive engagement exercises rounded out a well-designed study program. Sadly, I let the certification lapse.

Study 52

Study Exercises Fashion Guidelines 52

Comm100

JUNE 25, 2019

AI-powered chatbots are so 2018. And that’s ultimately the promise of AI adoption: to allow us humans to better exercise our uniquely human skills, and to free us from basic, repetitive, transactional work so we can invest in the things that truly matter. This year, it’s all about agent-facing AI.

Contact Center 121

Contact Center Chatbots Knowledge Base Resources 121

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. My Comment: Journey maps are an important exercise for virtually any organization to go through. The technology is already making an impact across many industries. According to IDC, worldwide spending on AI systems is forecast to reach $35.8

Customer Journeys 98

Customer Journeys Customer Service B2B Social Media 98

Interactions

SEPTEMBER 9, 2021

Taking a step back and seeing real world examples of this can be a useful exercise. Since 2018 , check-in rates at desks have dropped 25% and the use of airline apps has increased 15%. Read on to find some familiar examples of how different industries have embraced digital transformations to help understand what this term really means.

Customer Satisfaction 62

Customer Satisfaction Company Insurance Customer Journeys 62

CX Journey

APRIL 24, 2019

It appeared on their blog on April 13, 2018. One other option is to conduct a So What exercise , which allows you to identify the importance and the impact of implementing an improvement solution. Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. How do you prioritize your CX improvement initiatives?

Government 80

Government Exercises Loyalty Metrics 80

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

West Monroe

AUGUST 11, 2022

Consider that 9 in 10 manufacturers experienced at least one intrusion into their operational technology (OT) systems in 2020, and that ransomware attacks on industrial entities have increased by more than 500% since 2018. The exercises should drive collaboration among key stakeholders and account for multiple eventualities.

Exercises 40

Exercises Roadmap Leadership Technology 40

CX University

MAY 18, 2020

Insights from the 2018 Customer Experience Conference at The Conference Board . In the 2018 customer experience conference at the Conference Board, observations from 112 senior practitioners were recorded. A monthly newsletter for Upgraded Online Course Subscribers. They want to feel they can trust companies, regardless of industry.

Conference 52

Conference Social Media Gamification Insurance 52

GetFeedback

DECEMBER 27, 2018

While this minimalistic approach may seem to undermine your mission for info, the exercise will help you avoid high abandon rates and ultimately get more from your surveys. Research suggests that visual IQ is rising and over 84% of communication will be visual by 2018. Make a list of everything you’d like to know about your customers.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

Oracle

MARCH 6, 2018

One of the emotional intelligence models looks at both the self and the other when assessing and teaching leaders how to exercise the muscle of emotional intelligence. Copyright © 2018 Oracle. Increasingly in the workplace we are seeing the concept of emotional intelligence really come to play. So, self-awareness is at the root of it.

Technology 75

Technology Exercises Sales User Experience 75

datastax

JUNE 26, 2019

Consider the following: According to the 2018 IDG Cloud Computing study , 42% of organizations currently rely on multi-cloud environments. DataStax customers often think about multi-cloud strategies as future-proofing exercises. In fact, hybrid IT is increasingly seen as a long-term strategic project for many companies.

Exercises 89

Exercises Strategy Resources Data 89

Oracle

DECEMBER 23, 2019

The Nike flagship store in New York City even features a Sneaker Bar for styling advice and introduces periodic incentives for New Yorkers to run and exercise. Such a move is also about community creation, instead of a laser-like focus on just selling product.

Retail 51

Retail Entertainment Sports Social Media 51

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

CX Accelerator

DECEMBER 10, 2019

For me, this time in my life was mid-August 2018. I always have way more than I could fit on one vision board, but looking through my selections is such a great exercise because it paints an even clearer picture of where I want to go and how I will get there. . Need inspiration?

Course 182

Course Exercises Travel Measurement 182

CX Accelerator

DECEMBER 10, 2019

For me, this time in my life was mid-August 2018. I always have way more than I could fit on one vision board, but looking through my selections is such a great exercise because it paints an even clearer picture of where I want to go and how I will get there. . Need inspiration?

Course 182

Course Exercises Travel Measurement 182