Gainsight

APRIL 9, 2024

Our mission is to create a thriving culture of community within the technology space. If we truly want to build a culture of community and belonging, we need to be the same person at home as we are at work and with our customers. Marketing gains more brand awareness which fills their pipeline with new ideas and resources.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. Check out this resource that outlines the 7 steps for implementing a closed loop system ! Follow up with employees, too! Not sure where to start?

Contact Center 486

Contact Center Self Service How To Call Center 486

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

Magellan Solutions

JANUARY 17, 2024

Finding ways to improve company culture is crucial for success. Magellan Solutions offers seven effective approaches to improving company culture. Why does company culture matter? Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture. It’s the soul of your organization.

Culture 52

Culture Company Leadership Training 52

NICE inContact

OCTOBER 16, 2019

It has never been more important to create highly personalized connections with your customers — and connect with them more frequently than ever. But there are only so many hours in the day, so how do you scale a highly connected, customer centric culture in your contact center , with limited budget?

Contact Center 120

Contact Center Customer Centricity Culture Omni-Channel 120

Experience Investigators by 360Connext

MAY 14, 2024

Get ready to transform your customer experience mission from mere words into actions that resonate throughout every layer of your company culture. Resources Mentioned: Download the CX Mission Statement Workbook Download the CX Success Statement Workbook Don’t miss the next episode!

Culture 143

Culture Innovation Customer relationships Resources 143

InMoment XI

AUGUST 3, 2022

The causes and effects of employee churn are complicated, but the bottom line for brands and organizations the world over is simple: employee expectations have changed, and workplace cultures’ view of the employee experience must change as well. The Rundown on Employee Experience.

Employee Experience 557

Employee Experience Brands Roadmap Culture 557

InMoment XI

MARCH 23, 2022

Culture, Infrastructure, and Operational Challenges. In fact, much of the narrative is that many companies have insufficiently invested in employee support resources. That story, unfortunately, is one of countless companies’ inability to provide even the most basic support and experience value for their most critical assets.

Brands 493

Brands Policies Employee Engagement Employee Experience 493

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Experience Matters

DECEMBER 22, 2014

But Hall is so committed to the culture, fan experience, and community items that he told me that the organization was cutting baseball payroll this year instead of cutting those other items. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.” Fan experience.

Culture 313

Culture Sports Employee Engagement Leadership 313

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

InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. Where customer feedback can help with these responsibilities is by promoting an internal culture that puts the customer at the center. 2: Leveraging Customer Feedback in H.R. .

Feedback 492

Feedback Culture eBook Training 492

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Though on the surface this sounds plausible, and even rather convincing, a thorough examination of how employee satisfaction and engagement link to customer behavior will yield only a tenuous, assumptive and anecdotal connection. Saboteurs , the employees who are the least committed to their employer.

Company 529

Company B2C Employee Experience Culture 529

Experience Investigators by 360Connext

MARCH 19, 2024

We delve into actionable advice for fostering a culture where employees are encouraged to voice concerns and suggest improvements, ultimately paving the way for a customer journey that’s as smooth as it is compliant. Resources Mentioned: Learn more about CXI Flight School Don’t miss the next episode!

Policies 200

Policies Roadmap Culture Leadership 200

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And trust me, it isn’t just about fixing what’s broken, it’s about fostering a culture that’s inclusive, and downright awesome. Constructive feedback fosters a culture of collaboration and mutual respect.

Culture 52

Culture Feedback Survey Employee Engagement 52

CX Accelerator

MAY 28, 2019

So how does one develop a team culture such as this? The best companies connect their employees to each other and to their community in a unique way. These are but a few ways to develop a culture of caring. It’s superior to even perfect processes or perfect technologies! Don’t just offer volunteer hours.

Culture 140

Culture Contact Center Customer Journeys Groups 140

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. But it can’t be a priority without funding, resources, and defined outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

SuiteCX

AUGUST 18, 2017

The customer’s expectations have risen to learning what to focus on and how to invest your resources is critical to success. Of those who have hired resources only 30% are actually starting to understand how to operationalize their customer journeys there and build them into their culture.

Culture 113

Culture Customer Engagement Engagement Innovation 113

CX Accelerator

NOVEMBER 11, 2022

We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. Resource: 6 Sources of Customer Understanding by CXpert. Customer Insights/Measurement/Analytics.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

SuiteCX

AUGUST 18, 2017

The customer’s expectations have risen to learning what to focus on and how to invest your resources is critical to success. Of those who have hired resources only 30% are actually starting to understand how to operationalize their customer journeys there and build them into their culture.

Culture 100

Culture Customer Engagement Engagement Innovation 100

COPC

DECEMBER 17, 2021

The care needed when it comes to mental health in the workplace most often falls onto the backs of management and Human Resources (HR) divisions. While connecting with co-workers through Zoom and other online meeting applications is beneficial, online meeting fatigue and lack of in-person interaction can cause many hardships.

Resources 52

Resources Healthcare Culture Contact Center 52

InMoment XI

OCTOBER 18, 2023

The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation. This means fostering a culture that welcomes change and encourages employees to be flexible in their approach. Concentrate your resources on these areas to create a more significant impact.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

Experience Investigators by 360Connext

APRIL 27, 2021

They have smaller teams, fewer resources, and misunderstood goals. Prioritize what improvements to tackle based on your CX Success Statement, the organizational vision, and what resources are available. . This is when to make an argument for what resources are needed to get a return on the investment in CX. .

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

BirdEye

AUGUST 3, 2023

Cultivating a customer-centric culture within your organization While catching up on key performance indicators and bottom-line revenue is easy, fostering a customer-centric culture first will lead to the best outcomes. Use chatbots and other tools to keep connected to your customers 24/7/365. Interpreting open-ended responses.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

InMoment XI

JULY 12, 2023

Mapping the customer journey enables companies to proactively address customer needs and provide solutions at every step, meaning that you are being intentional with all of your resources and data. Implementing Effective Communication Channels When people connect with your brand, how do they contact you?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Experience Investigators by 360Connext

APRIL 23, 2024

We need to weave the fabric of emotional connection through CX mission alignment, create ROI beyond the balance sheet, and embrace the potent influence of storytelling. Resources Mentioned: Download the free CX Mission Statement Workbook Download the free CX Success Statement Workbook Is Customer Experience Worth It?

Customer Experience 162

Customer Experience ROI Connections Innovation 162

Experience Investigators by 360Connext

MARCH 5, 2024

Why Employee Experience is Vital to Customer Experience Human resources (HR) and learning and development (L&D) teams are incredibly influential in the customer experience. They become champions of CX, too, by connecting day-to-day work to direct customer outcomes and integrating CX into the entire employee journey. in both areas.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. These broad topics are important in any customer-centric culture, but then you can drill down where you feel each team needs more information. . Learning Paths, Defined. What is a learning path? And again….

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Experience Investigators by 360Connext

DECEMBER 15, 2023

Combine this with a customer experience champion program within your organization and watch culture really shift. Their support will ensure CX initiatives receive the cross-company support and resources they deserve (and need to thrive). Connect the employee experience to the customer experience in big ways.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

InMoment XI

FEBRUARY 8, 2024

This is done by allocating resources more effectively. Continuous Improvement Iterations: Implement a culture of continuous improvement, making iterative adjustments to processes, technology, and training programs based on performance data and feedback. This reflects a commitment to resolving issues promptly and efficiently.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

Think Customers

JUNE 29, 2022

Virtual employees go the distance to cultivate culture. In her session, Forrester Principal Analyst Katy Tynan busted the myth that on-site employees create a better culture than virtual employees. Culture is what we actually do. This leads to conflicting cultures and disparate interpretations of an organization’s values.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

Horizon CX

FEBRUARY 29, 2024

However, perfunctory service erodes customer loyalty by failing to establish meaningful connections and rapport. Businesses need to recognize the importance of genuine care in customer interactions and prioritize the development of a customer-centric culture to mitigate these negative impacts.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Experience Investigators by 360Connext

OCTOBER 24, 2023

It’s a fantastic example of a business exhibiting its values and connecting with customers on a deeper level. Resources Mentioned: Learn more about CXI Flight School Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Retail 270

Retail Connections Innovation Loyalty 270

InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

Comm100

APRIL 2, 2024

When service representatives approach customer interactions with empathy, they’re able to connect on a more personal level, transforming potential negative experiences into positive outcomes. It involves teaching team members to genuinely understand and share the feelings of the customer.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

CSM Magazine

JULY 20, 2023

Cultivating a Supportive Work Environment Employee well-being is central to a thriving hybrid work culture. Encourage regular breaks and physical activity, and offer resources for stress management. Creating opportunities for social connection is crucial to combating isolation in remote work.

Policies 40

Policies Culture Guidelines Communication 40

CSM Magazine

OCTOBER 24, 2023

Leaders brought all back-office resource planning to Calabrio Workforce Management, streamlining interactions across 1,400 skills and 3,500 agents. This created efficiencies, drove positive cultural change, and defined Roche as true change motivators, makers, and shakers.

Connections 52

Connections Contact Center Analytics Innovation 52