Bold360

FEBRUARY 26, 2020

Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders. There were a few key themes that surfaced again and again throughout the conference, during both formal presentations and informal conversations.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

CX University

JULY 9, 2018

And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Qualtrics

SEPTEMBER 9, 2021

The combination of thought leadership, tools, policy information, training and education, policy influence, and networking has made SHRM one of the most impactful professional organizations in the world. million employees annually via their partnership with Workforce Science Associates (WSA). About Qualtrics.

Conference 26

Conference Employee Engagement Leadership Policies 26

Qualtrics

DECEMBER 6, 2018

It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. HR and EX conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. Date: March 5-8, 2019.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

ShepHyken

JANUARY 30, 2023

Your customers don’t compare you to your direct competitors. They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s happening with their relationship with your business. Improving the quality of customer support experiences.

e-support 62

e-support Healthcare Conference ROI 62

Bold360

JANUARY 29, 2020

The Consumer Electronics Show (CES), which highlights what’s coming in the next wave of consumer electronics and technology and how it’s impacting customer experience (CX) trends happened in Las Vegas, and the National Retail Federation (NRF) show, which focuses on the future of retail, retail trends, and retail technology was in New York.

Conference 52

Conference Omni-Channel Retail Employee Engagement 52

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Culture 114

Culture Customer Service Leadership Airlines 114

inmoment

JUNE 28, 2019

The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space. If you were to look at customer experience from a bird’s eye view, you would see a mass of legacy approaches.

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

The DiJulius Group

JANUARY 20, 2021

4 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story Why Employees Want to Leave and How to Stop It Every year, improving employee morale, turnover, and employee experience is a major objective for many organization’s leadership teams. Read Full Article.

How To 102

How To Leadership Tips Employee Experience 102

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Call Experts

SEPTEMBER 18, 2019

We understand the need for a business to stay relevant and are dedicated to investing in our employees to ensure that we have a strong team to support the needs of our customers. The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership.

Training 40

Training Call Center Conference Contact Center 40

Russel Lolacher

NOVEMBER 28, 2022

He’s a former member of the Leadership Council for Government Social Media and member of the board of directors for the Peninsula Conflict Resolution Centre. First question got asked it can’t get around it, which is what’s your best or worst employee experience? A frequent speaker and writer on engagement. .

Culture 98

Culture Connections Leadership Communication 98

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Invest Deeply in Listening to Your Customers. Be wary of generalized average customer satisfaction scores or generalized average Net Promoter Scores. Listening to the customer never stops.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. How is this applicable to Customer Experience? We see it all the time.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

One Millimeter Mindset

APRIL 28, 2020

How do you create virtual employee experiences and client experiences? By involving as many senses as you are capable of during virtual meetings and conference calls, you become a more active participant. Which skills and mindset do you need to develop to level-up your cross-functional team leadership?

Meeting 89

Meeting Video Conference Communication 89

Customer Bliss

MAY 5, 2016

While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced.

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. Thanks for that.

Leadership 98

Leadership Government Employee Experience Innovation 98

Russel Lolacher

SEPTEMBER 27, 2022

Fun fact: he’s the oldest of five so he’s been doing the leadership thing for a while. As a new leader, where to look for examples of leadership. What triggers someone to understand the importance of modelling good leadership. When to start demonstrating your leadership. Connect with Reagan on his platforms: Linkedin.

Examples 52

Examples Leadership Training Conference 52

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Thematic

MAY 5, 2024

Qualtrics X4 Summit is the most attended customer and employee experience event. To be honest, I regret not adding it to my “conference circuit” sooner. For Thematic, it meant reconnecting with our customers and partners. Close to ten thousand people join Qualtrics X4 each year in Salt Lake City.

NPS 48

NPS Airlines Analysis Software 48

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Employee Experience 52

Employee Experience Leadership Consulting Trends 52

Russel Lolacher

MARCH 25, 2019

I try to be very aware of those that have knowledge to share, and since I’ll be involved in the Customer Contact Week in Vegas coming up, I thought that would be a great place to mine. ” Lance Gruner, EVP of Global Customer Care for Mastercard – “CX can’t be a one-time thing, or a flavour of the month.

Conference 48

Conference Customer Centricity Employee Experience Innovation 48

Press 1 For Nick

JANUARY 13, 2021

This article will cover the following: What business continuity must include in today’s environment Prioritizing employees The continued importance of the customer experience. There is no better way to maintain a strong and consistent internal communication than (literally) seeing your leadership on conference calls.

Connections 52

Connections How To Policies Communication 52

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. Lead a more employee- and customer-focused workforce. Get to where you need to go, together.

Leadership 70

Leadership Conference Innovation Culture 70

Call Experts

NOVEMBER 8, 2019

Leadership regularly invests in their HR departments and as the workload for this team increases, they need more support than ever to prioritize and tackle the projects that matter. . How to Provide Personalized Customer Service. Customer Journey Mapping. Stay relevant and super-serve your customers with employee training.

Company 45

Company Call Center Customer Journeys Self Service 45

VDS

JULY 22, 2020

Prioritizing employees. The continued importance of the customer experience. There is no better way to maintain a strong and consistent internal communication than (literally) seeing your leadership on conference calls. The battleground for brand loyalty remains: The customer experience.

Connections 52

Connections How To Contact Center Policies 52

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

Russel Lolacher

JUNE 5, 2022

He’s the senior IT customer support manager for first American title, which is leading the technical sports, customer support to their employees. That’s what he does, he leads with it and customer support. Connect with Brandon on his platforms: Website. It’s Brandon Caudle. Welcome to the podcast.

Communication 93

Communication Technology Employee Engagement Culture 93

Russel Lolacher

MARCH 25, 2019

I try to be very aware of those that have knowledge to share, and since I’ll be involved in the Customer Contact Week in Vegas coming up, I thought that would be a great place to mine. ” Lance Gruner, EVP of Global Customer Care for Mastercard – “CX can’t be a one-time thing, or a flavour of the month.

Conference 40

Conference Customer Centricity Employee Experience Innovation 40

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. DiJulius III , Chief Revolution Officer of The DiJulius Group.

Government 120

Government Conference Communication Employee Experience 120

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80