ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Predictable. Our prediction? Top 5 UC Predictions for 2023.

Communication 70

Communication Contact Center Return on Investment System 70

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

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. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul’s Hotel. Find out more and register now.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization? It just could be that some employees already have these conversations. Or will you choose to have “those” conversations?

Leadership 86

Leadership Innovation Resources Culture 86

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To be more innovative, you need diversity of thought. It’s so much more than gender diversity: it includes cultural background, work experience, race, age, and more.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. KEY TAKEAWAYS. Finding value-driven leaders.

Leadership 52

Leadership Culture Exercises Airlines 52

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. There IS a clear link between superior CX and enhanced financial performance, making a compelling case for strategic investment in customer experience initiatives.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 52

Culture Connections Contact Center Leadership 52

Bill Quiseng

FEBRUARY 1, 2023

If your customers and employees are raving about you as a customer service leader, then that’s GREAT! Satisfied people feel that your customer service leadership is good, not better, just average. Your employees would say to themselves, “Well, if you’ve already done it that way, then we’ll go somewhere else that pays more.”

Leadership 68

Leadership ROI Employee Experience Innovation 68

ShepHyken

JANUARY 12, 2021

Any customer experience tactic or strategy you try to implement should be supported by your customer record, which is all the information you can (legally) gather about your customer. If you want senior leadership to invest in customer experience, you must show them the ROI (return on investment).

Customer Centricity 75

Customer Centricity Return on Investment Employee Experience Leadership 75

Forrester's Customer Insights

DECEMBER 13, 2021

Photo by Tobias Mockenhaupt on Unsplash The Fundamentals of Visionary Leadership – Continuity, Novelty And Transition Successful leaders inspire, motivate, and encourage their employees. The leader points the way to the future and […].

Leadership 48

Leadership Strategy Connections Communication 48

Lumoa

MAY 5, 2022

Improved customer experience starts with the customer’s perspective. Developing CX leadership requires collaboration and communication with customers, employees, and partners. Innovation and development happen best through people who bring different skills and perspectives to the same room.

Strategy 277

Strategy Customer Experience How To Analysis 277

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. When done well, a customer experience culture provides: An engaged, empowered workforce. An authentic, open environment where employees do their best work. What are the Four C’s of a Customer Experience Culture?

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

SurveySparrow

APRIL 28, 2023

As an HR strategy, encouraging empowerment means giving employees the tools and resources to make decisions aligned with the organizational goals. Allowing employees to delegate and make decisions helps develop their decision-making skills and provides a sense of job satisfaction and employee experience.

Leadership 52

Leadership Culture Employee Engagement Resources 52

Blake Morgan

JANUARY 3, 2023

Harvard Business Review case studies were written about their customer experience – and YouTube videos have gone viral of silly flight attendants saying hilarious things on the announcer. . The company didn’t listen to employees. Leadership didn’t invest in technology. It’s Time To Invest In Employee Experience.

Airlines 64

Airlines Travel Case Study Employee Experience 64

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. I believe we can have even more impact in the world,” said Real. About Strativity.

Groups 98

Groups Consulting Leadership Innovation 98

Blake Morgan

JANUARY 16, 2023

Harvard Business Review case studies were written about their customer experience – and YouTube videos have gone viral of silly flight attendants saying hilarious things on the announcer. The company didn’t listen to employees. Leadership didn’t invest in technology. It’s Time To Invest In Employee Experience.

Airlines 59

Airlines Travel Case Study Employee Experience 59

CX Journey

MAY 2, 2018

Each year the letter is filled with strategy lessons about customer experience, employee experience, leadership, innovation, and culture. It became apparent to me a couple paragraphs in that it was written through the lens of Amazon's core values, or leadership principles as they are now referred to.

Leadership 116

Leadership Culture Fashion Innovation 116

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

ECXO

FEBRUARY 14, 2022

Since customer experience is all about inclusion, diversity empathy, hyper personalization and understanding of every individual needs of employees, partners and customers and culture and CX maturity differentiation and uniqueness in each country. That aims to impact the present and future of CX Leadership. Join ECXO today.

Culture 98

Culture Case Study Employee Experience Innovation 98

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. How is the site experience?

Sports 197

Sports Customer Experience Travel B2C 197

SurveySensum

MARCH 4, 2024

The leadership is implementing various changes, from adjusting team structures to redefining reporting lines. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication.

Feedback 52

Feedback Leadership Survey Culture 52

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul's Hotel. Find out more and register now.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

One Millimeter Mindset

FEBRUARY 18, 2021

Are you relying on core capabilities which defined you yesterday to fuel your career and leadership trajectory today and tomorrow? Even before you interview, your aspirational and relational goals are clearly communicated. What type of customer and employee experience will you create during your tenure? Contact me here.

Leadership 79

Leadership Innovation Employee Experience Industry 79

One Millimeter Mindset

FEBRUARY 16, 2021

Second, how dependent are you on professional jargon to communicate your professional value to others? If you target creating more value across the organization, then “unlearn” professional communication habits. As a result, there is a give-and-take between the medium communicating the message.

Touchpoint 90

Touchpoint Innovation Leadership Communication 90

Qualtrics

OCTOBER 21, 2021

Couldn’t attend our XM Innovation Event? From innovations to ideas and insights, here are 10 key takeaways you should know about. And as a result, every organization in the world is going through an experience transformation. Getting the experience right matters now, more than ever. Employee insights are just the start.

Innovation 26

Innovation Sports Leadership Culture 26

One Millimeter Mindset

DECEMBER 8, 2020

Consequently each meeting becomes a turf war rather than a collaborative and innovative exchange. Consequently, this team persona leaves little opportunity for collaboration and innovation. Why remain an order-taker when you can evolve into an innovator? For starters, one or two individuals always must be “right.”

Innovation 115

Innovation Leadership Meeting Groups 115

CX Journey

APRIL 5, 2017

Thou shalt put employees more first. The link between the employee experience and customer experience is real. If employees aren't happy, satisfied, and engaged, it will be very difficult for them to delight your customers. Thou shalt define and communicate the brand promise.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Magellan Solutions

JANUARY 17, 2024

Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture. We will help you understand your current culture and foster inspiring leadership. Encouraging open communication channels enables employees to express their concerns, ideas, and suggestions to enhance company culture.

Culture 52

Culture Company Leadership Training 52

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. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

ECXO

JUNE 20, 2023

It can be more important than innovation or market dominance. Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. It’s the foundation of a differentiated customer experience and employee experience.

B2B 122

B2B Brands Innovation Government 122

One Millimeter Mindset

APRIL 15, 2021

Post pandemic professional innovation requires you to push yourself to make necessary hard calls. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 96

Leadership Exercises Innovation Consulting 96

SurveySensum

FEBRUARY 26, 2024

Pulse surveys are like little check-ins that happen regularly – weekly or monthly, and they’re designed to capture how your employees are feeling about different aspects of their jobs. They empower companies to foster open communication, enhance employee engagement, and cultivate a culture of continuous improvement.

Tools 52

Tools Survey Employee Engagement Culture 52