Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. Connect with Brandon on his platforms: Website. The types of communication platforms organizations can use. The dark side of always being connected.

Communication 93

Communication Technology Employee Engagement Culture 93

Lumoa

JUNE 23, 2021

More diverse customer experience No matter what industry you operate in, your customers are likely to be a diverse mix of people with a mix of religion, race, social status, ableness, and other characteristics. To win in a diverse market, your customer experience team needs to be able to empathize with the customers they’re trying to help.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

TechSee

AUGUST 14, 2023

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. In addition, Jon produces a monthly podcast – Watch This Space – which is a regular feature in his monthly newsletter, JAA’s Communications and Collaboration Review.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. Patricia soon realized that there were rules and operations in place which sometimes inhibited employees from being able to serve the customer efficiently. Help the C-Suite Help Employees. CARE (Connect/Acknowledge/Resolve/Empower) at each interaction.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Storyminers

FEBRUARY 17, 2021

When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same. We need a more citizen-centered approach, and it turns out that Customer Experience Thinking can help. Most importantly, experts have to drive how politicians communicate. Absolutely.

Groups 147

Groups Government Travel Tools 147

CX Journey

JANUARY 31, 2018

Building your business case is not only about the why but also about the what: teach executives who might not understand the connection between focusing on culture, employee experience, and customer experience and increasing revenue and profits. Develop a governance structure. Communicate. Communicate.

CEM 164

CEM Management Government Culture 164

BlueOcean

OCTOBER 8, 2021

They carefully planned the logistics of installation, a communication plan for the roll-out, and an updated billing cycle to accommodate customers—they even arranged for trucks to circulate in areas of need to answer questions and hand out water-saving showerheads. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Experience Investigators by 360Connext

FEBRUARY 9, 2021

That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. Governance tools and processes to coordinate centrally, along with the project management required to facilitate. These are investments focused on your employees.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. It’s the foundation of a differentiated customer experience and employee experience. How do your leaders kick start the process of communicating the renewed purpose. Be consistent.

B2B 122

B2B Brands Innovation Government 122

Experience Investigators by 360Connext

OCTOBER 13, 2020

When we understand and communicate the actions that drive the numbers, it becomes easier to adjust those actions, implementing more of what works and less of what doesn’t. Journey maps can be powerful communication tools. Reactive CX: Treating Customer Service as Separate From Customer Experience.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Qualtrics

APRIL 6, 2020

In just 3 weeks we’ve seen more than 6,000 organizations launch more than 14,000 projects on our 10 XM Solutions to assist companies, governments, healthcare systems, and educational institutions move forward during this difficult time. Our strategy for keeping connected with volunteers during this time is simple. Learn More.

Connections 42

Connections Sports Healthcare Feedback 42

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? Because a governance structure is about oversight and execution.

Government 90

Government Customer Centricity Guidelines Groups 90

Qualtrics

JANUARY 2, 2019

It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. Win: Connected Government Act passes.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. Employees want clarity on everything and expect frequent updates.

Government 121

Government Conference Communication Employee Experience 121

The DiJulius Group

MARCH 25, 2020

Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage.

How To 61

How To Government Consulting Groups 61

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Clarivate

JULY 28, 2022

Finally, primary care centers were outfitted with “high-tech corners” so that patients without connectivity or mobile devices at home could have the same extended access to care. Communicating impact with staff and patients. Allowing for real-time patient feedback. payers and vendors). payers and vendors).

System 52

System Hospitality Healthcare Gamification 52

Russel Lolacher

AUGUST 1, 2022

Connect with Stephanie on her platforms: Linkedin. So many questions, especially its impact on the employee experience. So I want to get into that, but but I can’t, because I have to ask you another question first, which is, what’s your best or worst employee experience? Accessible Employers.

Government 98

Government Culture Employee Experience Video 98

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. focuses employees at all levels on the customer, and 3. ensures that senior leaders set the strategic direction, 2.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Bizagi

APRIL 21, 2020

What is the real outcome for your employees and customers, and how can it help you better govern your organization? Employee experience. From employee onboarding to day-to-day tasks, every process-driven experience can be enhanced with technologies such as digital process automation (DPA) to become more efficient.

Government 52

Government System Wait Times Banking 52

CSM Magazine

DECEMBER 28, 2021

It is “easy” to say that customer and employee experience are important, and it may even be part of a mission statement. High-performing organizations spend time creating company values, linking employee engagement and customer experience behaviors together. Engaged employees want to feel part of something.

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Customer Bliss

NOVEMBER 29, 2016

Peeples is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit and business acumen to transform innovative ideas into profits. Establish listening with employees and customers. Clarify vision and communicate.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

SurveyGizmo

JUNE 23, 2021

By understanding our employees’ challenges and concerns, we were able to create a timeline for returning to the office that allowed people to arrange for child and pet care, to emotionally prepare for the change, and for the company to address health concerns related to working in an office. Stay Connected: New Conversations.

Guidelines 98

Guidelines Government Conference Connections 98

CSM Magazine

JUNE 14, 2022

Customers like Standard Bank , the continent’s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform. This was especially true for financial and government institutions. The race to accelerate South Africa’s cloud journey.

Banking 59

Banking Employee Engagement Roadmap Data 59

ClearAction

OCTOBER 12, 2022

This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. Brand experience and product experience are subsets of CX, and they are sometimes subsets of EX and PX.).

Metrics 62

Metrics Management Effort Score ROI 62

SurveySparrow

APRIL 24, 2023

9 business competencies that every entrepreneur should have Communication Networking Leadership Sales Feedback Finances Focus Management Mindset #1. Ability to communicate: Being a good communicator is one of the core competencies an entrepreneur needs to be successful. Is networking that important?

Leadership 52

Leadership Feedback Survey Groups 52

C Space

DECEMBER 2, 2021

During the Pandemic, DocuSign’s share price more than doubled as people sought to replace face-to-face business meetings, while in contrast airlines, the original enabler of the business trip, have collapsed or required government aid to stay afloat. Your electric fleet says more about you than your sustainability report. Go anywhere.

Airlines 52

Airlines Travel Entertainment Culture 52

COPC

NOVEMBER 5, 2021

s clients encountered similar difficulties, including: Internet connectivity issues. Unique, regional-based government and environmental challenges specific to the outsourced contact center’s location. Virtual hiring, training, onboarding and employee experience obstacles. Competitive Sourcing Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

SurveySparrow

JANUARY 7, 2021

Before the crisis, most SMBs weren’t much aware of the term called employee experience and its impact on customer engagement. In today’s world, people want to connect with brands they can trust. . Customer will Look for Real-time Communication. This is where omnichannel communication comes into the picture.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Qualtrics

NOVEMBER 26, 2019

The future of employee experience won’t be siloed within one team. It will be a wider organizational effort including CIOs (experience with IT), CFOs (experience with financial matters) and workplace design teams (experience with physical space). For far too long companies have focused on how much employees put in.

Employee Experience 49

Employee Experience Employee Engagement Government Data 49

Qualtrics

APRIL 23, 2020

“We were in the middle of the NBA season with the Utah Jazz playing in our arena, and events such as Disney on Ice were taking place,” said Amanda Covington, Chief Communications and Government Relations Officer of the Larry H. I got a good pulse to be able to tell us to know how often we should communicate. Miller Group. “We

Sports 26

Sports Transportation Fashion Communication 26

Russel Lolacher

JANUARY 8, 2022

In episode one of Relationships at Work, I chat with Leslie O’Flahavan , as we discuss how we communicate with each other in the workplace and how incorporating plain language can benefit your relationships with others. Connect with Leslie on her platforms: Twitter. Plain Language is a communication philosophy.

Culture 45

Culture Employee Engagement Communication Engagement 45

Forrester's Customer Insights

AUGUST 18, 2021

For individuals it’s the key to maintaining connection with family and friends. For employees it’s the basis for communication, collaboration and productivity. Technology is central to nearly every aspect of our lives. Never more so than in the post-COVID world we’re all stumbling towards.

Policies 37

Policies Connections Communication Technology 37

SurveySparrow

DECEMBER 27, 2021

Thankfully, the massive efforts taken by the HR department, in association with the CHRO, have paid dividends as employees did notice an increase in engagement thanks to greater flexibility, better communication, and the way organizations cared during this crisis. Human capital measurement and governance.

Trends 52

Trends Policies Government Survey 52

Pink Guava

FEBRUARY 16, 2022

Check your employee pulse Like we can’t lose touch with our customers, staying connected to our workforce is equally important to work through uncertain times. The term VUCA (volatile, Uncertain, Complex, Ambiguous) stands true for all, be it the business market, consumers, or employees.

Leadership 19

Leadership Loyalty Government Metrics 19

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You did this by formal and informal communication strategies.

Resources 369

Resources Customer Journeys Video Strategy 369

Pink Guava

APRIL 26, 2020

The way worldwide businesses, governments have moved around depicts that we can work in far better, faster and resilient ways. Communicate with your "Customers" a bit more in a personalized manner Its a good idea to reach out to your customers on how they are doing. And digitization with the aid of technology will enhance it.

Social Media 84

Social Media Financial Innovation Employee Engagement 84