Qualtrics

MAY 29, 2019

Often the secrets of their success aren’t exactly secret – there are countless books detailing the ways companies and managers have nailed the employee experience. Employee experience is hotter than ever, and new books hit the shelves daily. We’ve got you covered. By Shane Snow. Tough Conversations.

Employee Experience 37

Employee Experience Leadership Culture Innovation 37

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Law of Diffusion of Innovation – Simon Sinek. ” Chris Hsiung. RESOURCE RECOMMENDED .

Culture 98

Culture Connections Leadership Communication 98

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Qualtrics

MARCH 14, 2019

It was also a chance to showcase some of the latest innovations on the Employee Experience Platform designed to help you get to breakthrough insights and transform your culture. Employee Experience for mobile. See Employee Experience for mobile in action. Book a demo. Book a demo.

Employee Experience 37

Employee Experience Innovation Analysis Feedback 37

Kayako

JULY 6, 2017

Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. All that is captured in these customer service books. 10 of the best career-inspiring customer service books. Develop a support strategy.

Self Service 93

Self Service Handbook Customer Service Culture 93

CX Journey

OCTOBER 4, 2016

The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. As Peter states in the book: Being good to your own people is good business. Why is this important? When Me thrives, We benefit.

Banking 187

Banking Culture Innovation Employee Experience 187

Qualtrics

FEBRUARY 21, 2020

In this installment of our Employee Experience Visionaries series, hear from Rebekah Bastian, Vice President of Community & Culture at Zillow Group, CEO of OwnTrail and author of Blaze Your Own Trail, about: Why employees are their most innovative and productive when they bring their whole selves to work.

Culture 48

Culture Employee Experience Innovation Policies 48

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). This “change fatigue” directly impacts the experiences they shape for customers.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

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. Step 2 – Infuse Brand DNA.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Beyond Philosophy

SEPTEMBER 11, 2014

Bezos recognized that the idea was good and put them to work on it—even though it came from a lower-level employee that hadn’t worked there long. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Blogs Employee Experience'

Banking 138

Banking Culture Employee Engagement CEM 138

SurveySparrow

SEPTEMBER 29, 2023

Employee recognition is not just a nice-to-have; it’s a must-have for any organization aiming to boost employee engagement and create a positive employee experience. In this guide, we’ll delve into the art and science of giving kudos effectively, leveraging employee recognition software, and much more.

How To 52

How To Employee Engagement Employee Experience Culture 52

ShepHyken

MAY 7, 2019

Culture Your Culture. Making Customers the Focus of Your Company and its Culture. They discuss her company, Design for Work Experience; her book, Culture Your Culture ; and the most effective work cultures for customer service. Culture must be intentional and relevant to its intended context.

Culture 110

Culture Employee Experience Innovation Customer Experience 110

Qualtrics

APRIL 29, 2020

In this installment of our Employee Experience Visionaries series, we hear from Rick Fountain, Director of Employee Experience at The Hartford, about: How telling stories has shaped his employee experience. On his best employee experience. On his passion for employee experience.

Employee Experience 32

Employee Experience Policies Effort Score eBook 32

ShepHyken

JANUARY 15, 2024

All of a sudden, you start taking risks, experimenting, innovating, and looking for best practices.” How can businesses encourage employees to responsibility for their actions? How can businesses encourage a shift from a blaming culture to a solution-focused accountability culture?

Sports 80

Sports How To Exercises Culture 80

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience Travel B2C 197

Russel Lolacher

MARCH 2, 2022

One of those amazing people is releasing her 2nd book. Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. And it’s a culture that is deliberately designed to be this way. You talk of 10 foundational principles in your new book Built to Win.

Customer Centricity 59

Customer Centricity Omni-Channel Culture Leadership 59

ECXO

JUNE 6, 2022

His book influenced all global businesses, thought leaders, and practitioners and how we perceive products, services, and experiences in our days. The Experience Economy was probably the most impactful book related to customer experience and design around the globe. Who is Joe Pine ? Join ECXO today.

Consulting 52

Consulting Customer Experience Professionals Innovation Culture 52

Customer Bliss

AUGUST 17, 2017

I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. What does this have to do with customer experience? Instead, these rules instill fear of stepping out-of-bounds.

Airlines 191

Airlines Culture Innovation Interaction 191

Qualtrics

MAY 15, 2019

In the latest installment of our Employee Experience Visionaries series, we hear from Geoff Ho , PhD, Director of Organization Development Research at Rogers Communications about: How his team uses “experience” and “operational” data to tackle employee engagement, performance, & turnover.

Innovation 39

Innovation Communication Employee Experience Competitive Advantage 39

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Natalie Petouhof

AUGUST 15, 2022

Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. The new experience standards, with empathy at the core, go beyond technology: they rely on human values. The post “Empathy in Action”?

Customer Experience 52

Customer Experience Average Handle Time Omni-Channel Policies 52

Natalie Petouhof

JUNE 1, 2022

But as Tony Bates and I were doing research for our book, Empathy in Action TM , back in 2019, before empathy became a buzz word, we came to some interesting conclusions. 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.

Employee Experience 52

Employee Experience Industry Leadership Competitive Advantage 52

CX Accelerator

AUGUST 16, 2018

Jeremy Watkin you've created a wonderful culture inside the dialog with your thought-provoking questions and helpful nature. Becky Roemen came in like a burst of energy.establishing the book huddle in record time, taking our social media to entirely the next level, and so much more. The dialog from these have been just fantastic.

Conference 140

Conference Social Media Tips Culture 140

CX Journey

OCTOBER 25, 2017

I've been writing a bit about complacency in business lately, including my last post from two weeks ago, Complacency or Innovation: You Decide. I've written previously (at a high level) how that process applies to customer experience transformations. Employees are leaving. The culture is a mess. Customers are leaving.

Culture 103

Culture Innovation Employee Experience NPS 103

Smith+co CX

JUNE 20, 2022

How a UK brand dominates a tough sector with purpose, passion & a kick-ass culture. However, our decades working with leading brands to help them with their brand experience, have shown us that there are clear winners across every market and in every sector. There’s no such thing as the perfect brand.

Brands 36

Brands Retail Culture Leadership 36

Russel Lolacher

MAY 30, 2022

There’s no such thing as great cultures without great leaders.”. It has been a while since you’ve been quote unquote, an employee. But I do want to ask the first question we ask every guest on the podcast, which is what’s your best or worst employee experience? Finding value-driven leaders.

Leadership 52

Leadership Culture Exercises Airlines 52

CX Journey

MARCH 31, 2015

Confused by some of the employee experience lingo you''re hearing? We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

Beyond Philosophy

SEPTEMBER 11, 2014

Bezos recognized that the idea was good and put them to work on it—even though it came from a lower-level employee that hadn’t worked there long. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Blogs Employee Experience'

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

SmartKarrot

SEPTEMBER 8, 2021

As is said, a book is a man’s best friend. This adage has held true against time and indeed there is nothing like reading a book. With the new times, customer experience as a subject, theme and industry has evolved and various master pieces are brimming up to the libraries. This book is a jewel in the customer experience niche.

Customer Experience 11

Customer Experience Social Media Customer Journeys Customers 11

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Qualtrics

DECEMBER 1, 2021

When employees feel safe to challenge the status quo, they bring new, innovative ideas to the table. But without psychological safety at work, your employees won’t speak up – and your organization will suffer the consequences. Do your employees feel safe to voice an unconventional or even an unpopular, opinion in the workplace?

Culture 49

Culture Innovation Feedback Employee Experience 49

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. They innovate.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. As the pandemic took hold, most direct-to-consumer innovators were many steps ahead and better prepared to deal with the curveballs the pandemic delivered.

Customer Experience 98

Customer Experience Self Service e-support CRM 98

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Successful CDOs understand how customers experience products and services and are relentless in working out how to improve them. The centre has won several awards for its innovative designs.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52