CX Accelerator

NOVEMBER 11, 2022

Employee Experience. One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

DECEMBER 1, 2022

Improving experiences begins with sifting out the noise from experience data and identifying the moments that matter: where customer, employee, and business needs meet. This allows businesses to prioritize their focus on high-emotion, high-impact areas and connect with their most valued customers. Industry Dominance.

Self Service 493

Self Service Analytics ROI Automotive 493

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R. of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

InMoment XI

MARCH 14, 2023

I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty. What role does Experience Improvement play here, and how? Jim: How does customer experience play a role in how Avnet deals with global supply-chain challenges?

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

CX Journey

MARCH 17, 2016

Thus, technically, to build a customer-oriented business that is fully engaged in creating a delightful experience for your customers, you need to put your employees first. Happy employees lead to happy customers, and delighted employees lead to ecstatic customers. And it’s not just studies that prove this connection.

Employee Experience 80

Employee Experience Customer Experience Employee Engagement Customer Satisfaction 80

Qualtrics

JULY 8, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. Internally, as I’ve had the chance to help build the company from 40 people to what it is today, and externally with our customers as they try to improve the Employee Experience at their organizations.

Consulting 35

Consulting Technology Management Employee Experience 35

TechSee

NOVEMBER 10, 2020

Visual assistance allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. If the technician needs assistance, he can transmit videos and images of technical issues from the field while consulting with a remote expert, eliminating the need for a repeat visit.

Self Service 207

Self Service Customer Service How To Contact Center 207

Qualtrics

OCTOBER 30, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. I made a connection with those I met in person and I “felt” like this was the place for me. What made you want to get into customer success consulting? This company actually lives its culture.

Consulting 36

Consulting Customer Success Culture Video 36

Qualtrics

AUGUST 29, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. Why did you decide to join the Employee Experience (EX) team? What does Employee Experience mean to you? This is Niamh’s “Why Qualtrics” story. Tell us, Why Qualtrics?

Consulting 34

Consulting Technology Employee Experience Innovation 34

Qualtrics

OCTOBER 24, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. What made you want to get into technology consulting? The post Why Qualtrics – Liching Yew – Technology Consultant – Sydney, Australia appeared first on Qualtrics.

Consulting 37

Consulting Technology Travel Meeting 37

Qualtrics

MARCH 14, 2019

It was also a chance to showcase some of the latest innovations on the Employee Experience Platform designed to help you get to breakthrough insights and transform your culture. Employee Experience for mobile. See Employee Experience for mobile in action. Book a demo. Focus Areas powered by iQ. Book a demo.

Employee Experience 37

Employee Experience Innovation Analysis Feedback 37

Qualtrics

SEPTEMBER 10, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. I enjoy working as an Implementation Consultant at Qualtrics because it is project-based and always evolving. This is Paulina’s “Why Qualtrics” story. What is your favorite part of your role?

Consulting 35

Consulting Culture Leadership Tips 35

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Resources 100

Resources Company Consulting Employee Experience 100

Beyond Philosophy

AUGUST 9, 2016

An excellent example of an organization which drives customer and employee advocacy through social engagement is TD Bank. As she has stated, “We wanted to give a voice to our employees and open up two-way conversation.” You Also Might Like… New Report: Keys to Community Readiness and Growth.

Connections 60

Connections Social Media Banking B2C 60

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. We are devoted to developing and growing our business around the Amazon Connect ecosystem. About VoiceFoundry.

Contact Center 40

Contact Center Connections Feedback Measurement 40

Qualtrics

OCTOBER 22, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. Most of my work in management consulting and corporate strategy focused on accelerating growth and expanding profitability. What made you want to get into customer success consulting? I love promoting growth!

Consulting 36

Consulting Customer Success Leadership Customers 36

CloudCherry

NOVEMBER 11, 2019

Janet Preteroti – AVP, Member Experience at Clearview Federal Union, and our 1 st place CX Champ (in the category of Practitioner). Janet is all about personal connections, and- according to her nominator, Sandy Michaels, has a “passion for service excellence” that “displays in her every interaction.” Brava, Janet!

Leadership 170

Leadership Consulting Video Government 170

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

Natalie Petouhof

AUGUST 31, 2022

Listening from the other person’s point of view and putting yourself in the shoes of your customers and employees is the key to better human connection and success. Natalie is a Senior Customer Experience Strategist and Business Consultant at Genesys®.

Entertainment 52

Entertainment Consulting Conference Customer Centricity 52

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. In 1999, I was working as a thought leader and executive consultant at IBM. We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting?

Trends 147

Trends Customer Experience Wireless Entertainment 147

CSM Magazine

JUNE 15, 2023

The Companion is part of a three-pronged wellbeing service which includes Consultancy and Success Management. The trio forms a holistic, tailored and data-led wellbeing programme that places employee welfare at the forefront of organisational culture. Sabio’s Wellbeing Consultancy service is part one of the Programme.

Consulting 52

Consulting Groups Innovation Technology 52

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

Customer Bliss

OCTOBER 4, 2018

As CCO of San Antonio airport, Karen’s focus is to unite the vendors and companies that work together at the airport to ensure a seamless experience for customers. The 60-day plan focused on improving employee experience and behavior. Karen asked, “if something has been done one way for so long, why not try it another way?”

Airlines 176

Airlines Industry Strategy Customer Experience 176

Beyond Philosophy

APRIL 9, 2021

However, the concept of social relationships connecting to how you spend your time holds for business relationships, too. The Social Network-Dunbar Connection. These tools, like LinkedIn networking or video conferencing, or other platforms, enable you to make more connections and widen your social circles.

Management 156

Management Social Media Groups Call Center 156

BlueOcean

OCTOBER 8, 2021

So after pulling in customer service consultants, the company decided to minimize customer distress by installing the devices over a five-year period. One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! Accessibility is the experience.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! Accessibility is the experience.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

TechSee

NOVEMBER 22, 2021

Visual assistance is an up-and-coming technology that allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. . The technology bridges the visual gap between remote IT Support and employees working from home. Employee downtime is costly.

How To 109

How To Self Service Telecommunications Software 109

Think Customers

FEBRUARY 13, 2024

The growing role of AI in customer interactions is just one of the major 2024 CX trends examined by TTEC’s Nick Cerise, chief marketing officer, and Tom Lewis, global leader, CX consulting, analytics and AI, TTEC Digital. Solve the customer issue first, then segue to a sales conversation that’s relevant and valuable to the individual.

Contact Center 52

Contact Center Analytics Healthcare Trends 52

CSM Magazine

NOVEMBER 4, 2022

To adapt and excel, companies must now think beyond specific customer interactions and engagements, toward an experience that meets customer needs and expectations holistically. We all must envision the Total Experience (TX). But today’s employees and customers also desire an emotional connection with their brands.

Strategy 52

Strategy Touchpoint Exercises Employee Experience 52

Ian Williams

JANUARY 11, 2020

The airline should be working with these authorities to improve the experiences their customers get. You can’t help to deliver a great Customer Experience if your people are getting a bad Employee Experience – Employee experience and customer experience are inextricably linked.

Airlines 52

Airlines Transportation Entertainment Insurance 52

Customer Bliss

AUGUST 8, 2019

In The Power of Moments , Chip and Dan Heath ask you to think about the positive moments and experiences you’ve had in your life. They explain how these experiences are created because of four elements: elevation, insight, pride, and connection. Author, keynote speaker, and consultant, Chip R.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Blake Morgan Customer Experience Futurist, Speaker and Author. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Why did you give that score?

System 338

System Effort Score NPS Net Promoter Score 338

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Annette Franz – Customer Experience Consultant, Keynote Speaker, Author .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132