Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. 3 Key Touchpoints where Employee Experience and Customer Experience Meet: 1.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

Experience Investigators by 360Connext

FEBRUARY 23, 2021

But if employees, partners and others only hear about customer experience as a one-time or even once-per-year thing, then how are they supposed to really understand and see the possibilities of it? Organizations that focus on customer experience as part of who they are don’t stop communicating about it.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

InMoment XI

APRIL 19, 2022

If you are on your company’s human resources team, it might be worth reiterating available resources to your employees via email or your company’s internal communications channels (especially since it’s Stress Awareness Month). Having those resources is only helpful if your employees are aware of and using them!

Resources 493

Resources Exercises Tools Culture 493

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Lumoa

MAY 5, 2022

The first step is to understand the current situation and how strategic work with CX can provide future ROI. How to develop and implement a Customer Experience strategy? Improved customer experience starts with the customer’s perspective. You should also be willing and able to experiment at a fast pace.

Strategy 277

Strategy Customer Experience How To Analysis 277

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Survey Employee Engagement 52

InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. They also behave and communicate in a consistently positive manner toward the company, both inside and outside.

Company 529

Company B2C Employee Experience Culture 529

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Survey 81

Survey Tips How To Net Promoter Score 81

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. So, yes, it’s time to start focusing on your employee experience (If you aren’t doing it already!)

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

Experience Investigators by 360Connext

SEPTEMBER 8, 2020

To deliver consistent, positive experiences, you need consistent, positive communications. Do you know the customer experience misconceptions at your organization? I was consulting with a client who was concerned about how to move to a more remote workforce. They make assumptions based on culture.

How To 143

How To Culture Communication Customer Centricity 143

CX Journey

SEPTEMBER 21, 2017

Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of discontent among your staff. Instead of waiting for a disaster, you can follow some of these tips for solving problems with internal communications.

Communication 138

Communication How To Culture Travel 138

CX Journey

FEBRUARY 7, 2018

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? How did that conversation go? Sadly, a culture of excuses is real. Fear of [fill in the blank] : fear is probably one of the biggest drivers of an excuse culture. If so, then you need to think about why that's happening.

Culture 127

Culture Leadership Employee Experience Communication 127

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

GetFeedback

AUGUST 14, 2019

Design a customer-centric culture. Always start with the culture; everything else flows from here. Being customer-centric means that the customer is at the heart of everything you do; before every decision you make, every product or process you design, everything you do, you pause to ask: “How will this impact the customer?

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

SurveySparrow

JANUARY 1, 2021

Organizations with higher levels of employee engagement outperform their competition, and their employees have a vision of how their work contributes to the organization’s success. How to improve employee engagement? Employees are the ones who come first. Create a culture of Recognition and Rewards.

Employee Experience 52

Employee Experience Net Promoter Score Employee Engagement Culture 52

Russel Lolacher

APRIL 17, 2023

In this episode of Relationships at Work, Russel chats with communications expert and candour advocate Lisa Bloch on intentionally bringing candour into workplace communications. She is the Senior Director of population health communications at Mount Sinai Health System. And I’m really curious about how you define candour.

Communication 52

Communication How To Leadership Meeting 52

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? Transforming to a Customer-Centric Company Culture. As an organization, you should be able to measure the impact of your customer experience. #cx

Customer Centricity 119

Customer Centricity Culture Tips Company 119

Playvox

FEBRUARY 27, 2024

But only 23% of employees worldwide and 32% in the U.S. What’s not as easy is figuring out how to supersize your workforce engagement strategies. WEM Solutions with AI for the Win Customers are willing to pay higher prices for good experiences , and agents are a critical part of customer experience delivery.

Engagement 73

Engagement Contact Center How To Employee Engagement 73

SurveySparrow

OCTOBER 20, 2021

Employee experience management helps align talent acquisition and employee retention with your overall business goals. Companies are increasingly recognizing the critical importance of their employees and have started to invest in employee experience. Why is employee happiness and experience so important?

Employee Experience 52

Employee Experience Management Culture Touchpoint 52

InMoment XI

JULY 12, 2022

Today’s conversation briefly covers how to actually leverage data by being tactical and thoughtful with what you share with your frontline employees. We’ll also discuss how best to use data to recognize employees for excelling at the executing moments that matter to customers. The Next Step.

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. The importance of fostering this type of culture What a consent culture looks like through the hiring process.

Culture 98

Culture Policies Employee Experience Course 98

Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. Original Article by By Stephen Leaden. It’s about running your organization as though you are the customer.

Employee Experience 52

Employee Experience Customer Experience Contact Center Culture 52

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Here are five things that PwC proposes you do.

Culture 109

Culture Leadership Exercises Groups 109

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. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology.

Communication 93

Communication Technology Employee Engagement Culture 93

Support EXP

NOVEMBER 23, 2023

How do you know when to act to keep hotspots and tensions in workplace culture from harming your customer experience – and your bottom line? An inarguable (and often inconvenient) fact is that a great customer experience (CX) begins with a great employee experience (EX).

Culture 52

Culture Net Promoter Score NPS Competitive Advantage 52

InMoment XI

MAY 4, 2022

In fact, according to a survey conducted by Korn Ferry , 33% of employees plan to look for a new job due to being bored and needing a new challenge. By no surprise, employees who trust and respect the leadership of an organization often feel more empowered and motivated to do their best, which reduces employee turnover and its costs.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

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. What to put in your communications that will resonate with staff. . PLAY AND SUBSCRIBE.

Culture 98

Culture Connections Leadership Communication 98

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

CX Centric

MARCH 29, 2023

On the 29th of June CX-Centric in collaboration with Alida and Anthrolytics hosted a very poignant event which was on Rethinking Employee Experience in the new World of Work. In this event, we had a pull of great think tanks who are very much devoted to Employee Experience.

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. The quickly growing European Customer Experience Organization (ECXO), understands its diverse community on a unique level. The post A true global CX organization needs to speak and understand cultures, languages and differences.

Culture 98

Culture Case Study Employee Experience Innovation 98

SurveySparrow

OCTOBER 2, 2020

If you are running a business, you already know the importance of employee experience. Your employee, right? Therefore, you should invest time in satisfying your employee and engage them more into the organization. Only then you can enhance your organizational culture and growth. . Employee Experience Polls Apps.

Employee Experience 59

Employee Experience Survey Customer Journeys Employee Engagement 59

ShepHyken

AUGUST 21, 2020

The challenge lies in understanding today’s changing reality and employees and customer insights and needs, so that you can equip your people with the right skills and tools. Revise culture starting with the C-Suite. Bring implementation and how to execute it together into the discussion. Nothing is static, thankfully.

Customer Experience 246

Customer Experience How To Culture Groups 246

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success. But culture doesn't just happen, either.

Culture 86

Culture Meeting Exercises Groups 86

InMoment XI

JULY 12, 2023

Instead, your brand needs to have incredibly intentional customer experience management techniques in place. In this article, we’ll cover the customer experience, what your customer experience strategy needs, how to overcome challenges, and how to get started. How are their questions answered?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Here are five things that PwC proposes you do.

Culture 83

Culture Leadership Exercises Groups 83