Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

Management 156

Management Social Media Groups Call Center 156

Lumoa

JUNE 23, 2021

Improved employee experience The better the employee experience , the better the customer experience. New and innovative ideas One study showed that companies with more diverse management teams had 19% higher innovation revenues than those with below-average diversity scores. at the highest to 5.5%

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

Qualtrics

DECEMBER 9, 2020

Belonging has emerged as the top employee experience driver linked to engagement and well-being. Learn how this new driver should influence your 2021 HR priorities. Get the report: Explore the trends shaping the employee experience in 2021. Read more: 2021 Employee Experience Trends Report.

Employee Engagement 47

Employee Engagement Engagement Employee Experience Trends 47

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. By integrating the business into the Sabio Group it expanded our focus and capability in customer relationship management (CRM).

Groups 52

Groups Leadership Multi-Channel CRM 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. 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. Walks As Meetings.

Employee Engagement 52

Employee Engagement Exercises Survey Culture 52

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient!

Metrics 62

Metrics Management Effort Score ROI 62

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired. Authors: Jeane Bliss | Buy the book here ”This is the book I wish I’d had on my desk when I led customer experience for major corporations.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

One Millimeter Mindset

JANUARY 28, 2021

The first month of 2021 is nearly completed. 3 Ways to Avoid Professional Complacency in 2021. Are You Managing Teams for Innovation or Stasis? Instead, let your creativity, critical thinking, and leadership skills co-develop together, one millimeter at a time. I don’t know about you. So let’s get going, shall we?

Innovation 121

Innovation Leadership Consulting Tips 121

Qualtrics

FEBRUARY 2, 2021

Based on employee trends, here are five areas of employee experience we think HR will go all-in on this year. That’s the question we’ve been asking ourselves – and, well, lots of other people, too – in an effort to anticipate where employee experience is headed.

Employee Experience 26

Employee Experience Employee Engagement Feedback Trends 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

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. Best regards, Babette.

Leadership 121

Leadership Innovation Industry Communication 121

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

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

One Millimeter Mindset

DECEMBER 8, 2020

Moving forward into 2021, what team role do you intend to play? My role as a skeptical critical thinker and facilitator for intentional innovation allows me to help individuals and teams grow their cross-functional leadership voices. What team role will you take in 2021? Knowledge and manual workers. Remote and on-site.

Innovation 115

Innovation Leadership Meeting Groups 115

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience.

Customer Centricity 52

Customer Centricity Culture Employee Experience Leadership 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. When I work with individuals and teams to build their cross-functional leadership skills, we address everything of value which is overlooked in “doing” their jobs. Easy- peasy. Contact me here.

Leadership 81

Leadership Return on Investment Innovation Groups 81

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

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5%

Contact Center 78

Contact Center How To Multi-Channel eBook 78

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

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. What is your best or worst employee experience you can share with us, Garry? So I did a master’s degree in leadership.

Culture 52

Culture Leadership Employee Engagement Consulting 52

Qualtrics

FEBRUARY 18, 2021

Cultivating a sense of belonging emerged as the strongest driver of employee engagement in the 2021 Employee Experience Trends report - replacing “confidence in senior leadership to make the right decisions for the company” from last year. Read more: Belonging: The new top driver of employee engagement in 2021.

Fashion 26

Fashion Ecommerce Brands Employee Engagement 26

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

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 are eager to unlock insights that can help them adapt to change and reengage customers. Companies have an opportunity to truly listen to their customers and better engage.

Data 59

Data Apparel Automotive Tourism 59

One Millimeter Mindset

DECEMBER 17, 2020

These are the stories clients really want to hear, as we move forward into 2021, together. Babette Ten Haken leverages purpose-driven storytelling for professional innovation, cross-functional leadership and trust-based client retention. Everyone has a role to play, no matter how big or small. About the stuff they really need to know.

Innovation 98

Innovation Leadership Industry Tools 98

ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Your management team needs to be the biggest advocates for the change to bring the team with them.

B2B 122

B2B Brands Innovation Government 122

One Millimeter Mindset

FEBRUARY 25, 2021

Some days, attaining our February 2021 professional goals feel like running a continuous marathon race, don’t they? Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Innovation 77

Innovation Leadership Consulting Groups 77

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

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. That couldn’t happen without impeccable leadership.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Qualtrics

MARCH 22, 2021

Getting DEI right is critical for your employee experience. Here's how to start taking action to close experience gaps and improve DEI within your organization. . Inclusive managers and psychological safety support team effectiveness. DEI is highly connected to employee engagement , job satisfaction, and retention.

Technology 29

Technology How To Employee Experience Employee Engagement 29

West Monroe

JUNE 17, 2021

This article was originally featured in the Manufacturing Leadership Journal in June 2021. ©2021 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Manufacturers need to become as deliberate and strategic about managing skills as they are about managing people.

Training 52

Training Measurement Technology Leadership 52

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

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.

Loyalty 59

Loyalty Airlines Leadership Groups 59

Qualtrics

MARCH 19, 2021

At the end of 2020, we asked 11,800 employees about their experiences at work in order to find out what matters most to them. We heard loud and clear: managers play a critical role in the employee experience. Read more: 9 ways to be a more effective manager. Get started with the Qualtrics free surveys.

Engagement 26

Engagement How To Employee Engagement Culture 26

Qualtrics

OCTOBER 26, 2021

million Americans quit in August 2021. We met with employee experience experts to get at the root of what’s causing so many employees to say sayonara, and what actions companies can take to make them want to stay. Create equity among onsite, remote, and hybrid employees. Bureau of Labor Statistics , 4.3

How To 26

How To Effort Score Employee Experience Conference 26

West Monroe

JUNE 17, 2021

This article was originally featured in the Manufacturing Leadership Journal in June 2021. ©2021 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Manufacturers need to become as deliberate and strategic about managing skills as they are about managing people.

Training 40

Training Measurement Technology Leadership 40