InMoment XI

MAY 4, 2022

Measure the Right Things. Strict time limits or quotas may discourage talented employees from taking on difficult tasks. QATC’s article ends with a table breaking out the line items behind the oft-quoted cost of about $6,500 to replace a non-supervisory employee. Solicit Employee Feedback. Through open communication.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Vonage

SEPTEMBER 15, 2017

Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

BlueOcean

MAY 5, 2023

In addition to asking smart questions about attrition , be sure to dig into their employee engagement and retention initiatives. What does their internal communication look like? How do they convey employee appreciation? How do they follow up on employee feedback? How do they measure success?

Customer Care 156

Customer Care Contact Center Comparison Government 156

Kayako

FEBRUARY 28, 2019

Make sure that your values are not only defined but communicated to employees on a regular basis. And you must commit to hiring, firing, and promoting employees based on your core values. Employee experience. There is a clear linkage between the employee experience and the customer experience.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

Enalyzer

MAY 13, 2020

We have developed a pulse survey solution that helps HR, IT, Operations, and Leadership teams address each employee’s unique needs and concerns to make a safe and positive transition back. They allow for a proactive system that adapts to your employees and their experiences. The Return to Work Pulse Solution.

Government 98

Government Survey Leadership Consulting 98

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

Experience Investigators by 360Connext

JANUARY 5, 2021

Assure your customer experience mission is defined and communicated. Your Customer Experience Mission Statement is what guides your intentions, actions, behaviors, and even rewards. It’s just as important to your culture to communicate about this mission in an ongoing way.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Enalyzer

MAY 13, 2020

We have developed a pulse survey solution that helps HR, IT, Operations, and Leadership teams address each employee’s unique needs and concerns to make a safe and positive transition back. They allow for a proactive system that adapts to your employees and their experiences. The Return to Work Pulse Solution.

Government 52

Government Survey Leadership Consulting 52

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

Vonage

OCTOBER 2, 2017

Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

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. How will you measure success? Develop a governance structure.

CEM 164

CEM Management Government Culture 164

Experience Investigators by 360Connext

OCTOBER 13, 2020

Customer experience is unintentionally demoted to reactive measures, and before long there’s very little proactive about it. Is your organization guilty of reactive customer experience? Examples of Reactive Customer Experience… And How to be Proactive Instead. Journey maps can be powerful communication tools.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

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

ShepHyken

AUGUST 21, 2020

In the past, the motivation was more value, better experiences, and revenue generation. Employees, partners, and customers expect more from the organizations they support and interact with. Now, this old model is showing its age in many industries! Nothing is static, thankfully. Revise culture starting with the C-Suite.

Customer Experience 247

Customer Experience How To Culture Groups 247

COPC

FEBRUARY 15, 2024

Additionally, there’s a risk of AI misinterpreting nuances in communication, leading to inaccurate assessments of agent performance. This strategy ultimately leads to a more satisfying customer and employee experience. This data-driven approach identifies improvement areas and fosters a continuous learning culture. 

Contact Center 52

Contact Center Metrics Training Call Center 52

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Success in training is measured by participation, not by a real increase in skills.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

CX Journey

FEBRUARY 27, 2015

If leaders don''t define the vision, communicate the brand promise, and outline what success looks like, employees can''t be expected to deliver on it. A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3. How will you measure success? Define Your Employee-Centric Culture 7.

Customer Experience 80

Customer Experience Government Customer Journeys Customer Centricity 80

West Monroe

JANUARY 30, 2019

Therefore, it is crucial to stay laser-focused on communicating the transformation value to your key stakeholders during the Enact stage to keep them engaged and on board. Create a CX Governance. There are some key elements to creating and running a good system for CX governance and, therefore, CX transformation.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

CX Journey

AUGUST 8, 2018

How do team members communicate between meetings? There’s always email for communication, but it’s probably best to set up a shared directory where the team can find and share meeting notes, action plans, updates, journey maps, customer and employee feedback, and more. For how long do they serve as CX Champions?

Guidelines 86

Guidelines Customer Journeys Customer Centricity Government 86

CSM Magazine

DECEMBER 28, 2021

The challenge becomes understanding if employees are in fact engaged. Employee surveys can provide a quantified measure of employee engagement. Intangible characteristics provide an even better measure of engagement. Engaged employees want to feel part of something. How do you do this?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Beyond Philosophy

JANUARY 16, 2018

To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ My paradigm example is, or was, MBNA America.

Culture 83

Culture Company Customer Centricity Travel 83

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

CX Journey

FEBRUARY 19, 2019

Keep the lines of communication open. Give me something to measure myself by. Develop your lead measures. Measure and monitor. Holistically, you've got to ensure the following big picture items are in place as part of your customer experience strategy. Communicate the vision. Talk to me. Listen to me.

Culture 88

Culture Government Metrics Analysis 88

CX Journey

JANUARY 30, 2019

A governance structure that outlines not only the people involved in the transformation but also their roles and responsibilities as wells as rules and guidelines on how they'll execute the various components of the strategy (think change agents and change management). it's also an important part of the actual customer experience.

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

CX Journey

FEBRUARY 19, 2019

Keep the lines of communication open. Give me something to measure myself by. Develop your lead measures. Measure and monitor. Holistically, you've got to ensure the following big picture items are in place as part of your customer experience strategy. Communicate the vision. Talk to me. Listen to me.

Culture 80

Culture Metrics Government Analysis 80

COPC

NOVEMBER 5, 2021

Plus, they can potentially convert and retain their organization’s customers if they have a positive experience. When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. Competitive Sourcing Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

SurveySparrow

DECEMBER 27, 2021

Improving operational excellence is going to be a critical measurement of success in 2022 as well. How will the performance of employees be measured and how will they be rewarded? Human capital measurement and governance. CHROs should be prepared to help with things that haven’t been done before.

Trends 52

Trends Policies Government Survey 52

SurveySparrow

OCTOBER 16, 2021

To measure organizational performance, one of the crucial aspects considered is employee performance. Companies have been using different touchpoint meetings to track employees’ productivity in the form of yearly, mid-year, or quarterly performance reviews. Employee Check-Ins & Work-From-Home culture.

Meeting 52

Meeting Comparison Culture Interaction 52

Experience Investigators by 360Connext

JANUARY 5, 2022

You had clear goals and knew how to measure them. You knew it wouldn’t be enough to set “great customer experience” as a goal. Measurable. You began measuring feedback using quantitative data as well as gathering open-ended feedback. You did this by formal and informal communication strategies. Contextual.

Resources 369

Resources Customer Journeys Video Strategy 369

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. Customer will Look for Real-time Communication. In the upcoming years, customers will want to do business with brands that have omnichannel communication.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Pink Guava

FEBRUARY 16, 2022

Cx philosophy lays a lot of importance on how employee experience strengthens the overall customer experience. Cx program and its governance are no different. Cx metrics and measures carry a lot of importance at this critical point.

Leadership 19

Leadership Loyalty Government Metrics 19

Confirmit

JUNE 12, 2019

Technology change should, therefore, be the trigger for revisiting existing policies and processes to make sure they are clear, well-communicated and properly understood. Reflections on Continuous Listening: One of the key challenges in employee research has always been how to motivate and activate managers to act upon survey results.

Survey 40

Survey Technology Report Government 40

Experience Investigators by 360Connext

JANUARY 10, 2023

[Audio] Experience Action Podcast EP 6 – Defining Customer Experience. . You had clear goals and knew how to measure them. You knew it wouldn’t be enough to set “great customer experience” as a goal. Measurable. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Customer Journeys 143

Customer Journeys Resources Video Strategy 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. Listen and communicate as early as you can, and more than you think you need to.

Connections 42

Connections Sports Healthcare Feedback 42

Kustomer

SEPTEMBER 17, 2020

Data, effective strategies, and measurable company growth can come from a study of the effects of emotion. Now, we can dip into a lot of our expertise and polling across the world to figure out the current state, the challenges and the opportunities, and track measurement of future progress made. So sometimes the worlds collide.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event in the world, so you won’t be short of things to see. Check out our guide to the must-see sessions for government and public sector organizations at X4. Take a deep dive into XM in government. Take an XM deep-dive into Government and Public Sector. Don’t measure.

Government 29

Government Leadership Roadmap Culture 29

Customer Bliss

OCTOBER 28, 2021

The more urgent the issue, the more direct communication you want. Give them the training and the tools that they need, and the opportunity to be a communicator and problem solver, instead of being a rule enforcer. The more we free our people from rules,” Joronen says, “the more we need good measurements.”

Case Study 148

Case Study Study Policies Government 148