Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential.

Engagement 246

Engagement Contact Center How To Metrics 246

Lumoa

OCTOBER 31, 2021

Forsta is very excited about what has already been proven and what’s ahead for our partnership with Lumoa,” said Giles Whiting, Chief Operating Officer and Managing Director, VoC and VoE, at Forsta. Both solutions also support more than 60 international languages.

Analytics 208

Analytics Touchpoint Customer Centricity Feedback 208

Think Customers

JANUARY 11, 2022

A year ago, still in the throes of the pandemic, many turned hopeful eyes to 2021 expecting the world—and the customer experience landscape—to largely return to “normal.” It’s also forcing companies to rethink their employee experience models, leading with empathy when it comes to this emotionally charged topic.

Marketing 52

Marketing Contact Center Omni-Channel Technology 52

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To be more innovative, you need diversity of thought. It’s so much more than gender diversity: it includes cultural background, work experience, race, age, and more. at the highest to 5.5%

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

Uniphore

JUNE 15, 2021

Customers are 10x more likely to recommend a brand whose employees can answer their questions* 91% of call center agents are likely to quit their jobs in 2021 † 41% cite stress and burnout as their reason to leave †. By uncovering the truth behind these perceptions, we can find ways to improve the experience and outcomes for everyone.

Call Center 162

Call Center Social Media Contact Center System 162

SurveySparrow

MARCH 7, 2021

That’s why companies that want to retain talent focus on employee appreciation. . In 2021, employee recognition has gotten much harder than before. By no means does that mean that employee appreciation isn’t possible. If you’re looking for ideas to make your employees feel recognized, there’s no need to fret.

Employee Engagement 52

Employee Engagement Exercises Survey Culture 52

SurveySparrow

MARCH 7, 2021

That’s why companies that want to retain talent focus on employee appreciation. . In 2021, employee recognition has gotten much harder than before. By no means does that mean that employee appreciation isn’t possible. At SurveySparrow, we care deeply about employee engagement and satisfaction.

Employee Engagement 52

Employee Engagement Exercises Survey Culture 52

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

One Millimeter Mindset

DECEMBER 8, 2020

Consequently each meeting becomes a turf war rather than a collaborative and innovative exchange. Consequently, this team persona leaves little opportunity for collaboration and innovation. Moving forward into 2021, what team role do you intend to play? What team role will you take in 2021? As a result, nothing gets done.

Innovation 115

Innovation Leadership Meeting Groups 115

Qualtrics

APRIL 26, 2021

First and foremost, there is still a lot of change ahead as people redesign their employee experience for the new expectations, behaviours, and preferences people have around the way they work. To do this well, leaders need to capture insights across the business to make informed changes improving the employee experience.

Employee Experience 26

Employee Experience Customer Experience Video Meeting 26

Qualtrics

DECEMBER 3, 2020

IT has long been a key component of employee experience. Since the pandemic, it’s taken center stage with IT executives driving job enablement and productivity through world-class technology experiences that keep employees motivated and engaged. Find out more about how the future of the technology experience is changing.

Employee Experience 26

Employee Experience Study Technology Feedback 26

Quadient

OCTOBER 28, 2021

The State of CX: A series on customer experience trends and beyond - EX drives CX. Thu, 10/28/2021 - 17:00. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention.

Trends 52

Trends Customer Journeys Customer Experience Employee Experience 52

Experience Investigators by 360Connext

NOVEMBER 8, 2022

I believe that leading with a focus on the customer experience will absolutely deliver for organizations and their leaders. But in order to do that, we have to help the C-Suite understand, appreciate, and ultimately manage what customer experience can do. Customer Experience Is Happening Already. It’s all new.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

One Millimeter Mindset

DECEMBER 24, 2020

Wishing you 2020 Holiday and 2021 New Year Hope and Purpose. As we move forward together towards 2021, we now share a common story: 2020. How will you incorporate your experiences and insights into the value of your professional story, moving forward? One millimeter at a time. One millimeter at a time. Best regards, Babette.

Leadership 121

Leadership Innovation Industry Communication 121

PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. Closing the feedback loop means that your organization has a process in place for reaching back out to customers who provide feedback about their recent experience (positive or negative!) Discover our award-winning Customer Experience (CX) blog: [link].

Feedback 62

Feedback How To Customer Centricity Loyalty 62

Kitewheel

AUGUST 12, 2021

Kitewheel and CSG have been working together since 2018 to bring great customer experiences to CSG’s clients through the power of journey orchestration. We have been on this journey together since that time, managing innovative journeys for some of the world’s largest enterprises. Kitewheel Is Now A CSG Company.

Customer Journeys 52

Customer Journeys Employee Experience Innovation Engagement 52

Qualtrics

APRIL 23, 2021

Now, as the world begins to open up and we look to the future, organizations are faced with a historic challenge: how do you continue to innovate, and to meet the expectations of your customers and employees, when everything is highly personalized? Sometimes, that meant building entirely new experiences. How can we move forward?

Culture 26

Culture Touchpoint Innovation Retail 26

ClearAction

OCTOBER 25, 2022

What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors. How can customer experience management achieve this? In fact, technology deployment requires full-time management. How is value maximized?

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Forrester's Customer Insights

MARCH 23, 2021

Last year, companies compressed multiyear timelines for technology integration and innovation into a few months as the pandemic pushed office workers into fully remote work environments.

Innovation 62

Innovation Technology Company Employee Experience 62

ECXO

JUNE 20, 2023

It can be more important than innovation or market dominance. Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. It’s the foundation of a differentiated customer experience and employee experience.

B2B 122

B2B Brands Innovation Government 122

SurveyGizmo

MARCH 15, 2021

For the first part of last year we all tried to adjust as best we could, suddenly being thrust into remote workplaces, non-stop Zoom meetings, managing our kids’ at-home learning while working, keeping our families safe, and trying to keep employees engaged while trying to stay engaged ourselves. Learn more here.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Engagement 90

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.” And employees?

Employee Experience 52

Employee Experience Industry Leadership Competitive Advantage 52

One Millimeter Mindset

JANUARY 21, 2021

Regardless of whether you sell, manage, measure and fix and control, or serve. Maybe not so much as we move forward together in 2021. Searching for a one-on-one catalyst for professional innovation and cross-functional leadership? Will your project or business cases undersell your team’s value? Easy- peasy.

Leadership 81

Leadership Return on Investment Innovation Groups 81

Storyminers

FEBRUARY 17, 2021

There’s been a lot of good work since the transition of power (2021 begins a new presidential term), but there’s still a long way to go. Customer experience extends outwards from the employee experience, and politicians should look at citizens like businesses look at their employees. Absolutely.

Groups 147

Groups Government Travel Tools 147

Think Customers

MARCH 28, 2022

Indeed, “heavy attrition is a common challenge in the contact center industry,” says DC Wright, chief transformation and innovation officer at TTEC. According to a Pew Research Center report, “The State of Gig Work in 2021,” 9% of U.S. Ultimately, the customer experience is still shaped by the employee experience.

How To 105

How To Policies Tips Contact Center 105

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. has seen our client’s experience. These are: Formalizing work-from-home (WFH) requirements and management.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Think Customers

JULY 29, 2022

According to IDC analysts, businesses were estimated to have spent $215 billion in 2021 on big data and business analytics solutions, a 10% increase over 2020. Businesses will be able to foster customer-centric innovations once they truly understand their audience’ wants and needs,” he says. “In

Data 59

Data Apparel Automotive Tourism 59

One Millimeter Mindset

DECEMBER 17, 2020

As a result, they utilize their skills to anticipate and innovate for what is ahead, so you better serve clients together. These are the stories clients really want to hear, as we move forward into 2021, together. Instead, clients are compelled by the heroes in your stories, non-traditional cast members. Contact me here.

Innovation 98

Innovation Leadership Industry Tools 98

CSM Magazine

JUNE 14, 2022

When it comes to digital transformation, the huge potential of South Africa is fast becoming a reality thanks to the arrival of new Amazon Web Service (AWS) Region in Cape Town in 2021, comprising three availability zones. This will allow our customers in the region to provide superior customer service and reduce costs, quickly and with ease.

Banking 59

Banking Employee Engagement Roadmap Data 59

SurveySparrow

NOVEMBER 1, 2021

It’s great to see 2021 not being the same. 20 Top HR Influencers To Follow In 2021. Now that we’ve discussed the need to follow top hr influencers, it’s time to let the cat out of the bag and give you 25 such influencers to follow in 2021 and beyond. #1 He first got eyeballs for being a director of Talent Management Strategy.

Social Media 98

Social Media Tips Conference Leadership 98

One Millimeter Mindset

FEBRUARY 25, 2021

Some days, attaining our February 2021 professional goals feel like running a continuous marathon race, don’t they? Because your professional innovation leverages a better-architected and articulated professional value proposition. Sign up for a 90 minute professional innovation coaching session. If so, contact me right here.

Innovation 77

Innovation Leadership Consulting Groups 77

Qualtrics

MARCH 2, 2021

To support HR and business leaders in answering this question, we asked Melissa Thomas-Hunt, Global Head of Diversity & Belonging at Airbnb, to share how organizations can foster a culture of belonging in 2021 and beyond. Read more: Belonging: The new top driver of employee engagement in 2021.

Culture 47

Culture Employee Engagement Roadmap Engagement 47

TechSee

APRIL 26, 2021

A January 2021 survey found that 65% of U.S. But with many call centers still adhering to a remote work model, call center management must work hard to ensure that the agents staffing the call centers feel engaged, filled with a sense of purpose and autonomy. On the other hand, call volumes are at peak levels.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

Gainsight

JUNE 2, 2022

Not only do they provide companies with the right software and support to scale their business, but they were also voted the #4 place to work by Glassdoor in 2021. Hubspot is an incredible organization that understands both the customer and employee experience. And Confluent is innovating a new category of data infrastructure.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

SurveySparrow

NOVEMBER 11, 2021

Empower your management. Create great employee experiences. I would encourage employees to go have what I would call a job-crafting conversation with their manager and say I love this 60%, this 40% not so much, what can we do?” Managers can speed up this process with employee pulse surveys weekly or monthly.

How To 52

How To Policies Roadmap Culture 52

SurveySparrow

NOVEMBER 11, 2021

Empower your management. Create great employee experiences. I would encourage employees to go have what I would call a job-crafting conversation with their manager and say I love this 60%, this 40% not so much, what can we do?” Managers can speed up this process with employee pulse surveys weekly or monthly.

How To 52

How To Policies Roadmap Culture 52

Qualtrics

SEPTEMBER 9, 2021

56% say employees will become more demanding in the next few months. 39% believe the effects of the pandemic will largely be over by the end of 2021. Most organizations are either experiencing a transformation or preparing to experience one across several areas of work, including talent, real estate, and technology.

Meeting 49

Meeting Policies Technology Travel 49