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. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 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

BlueOcean

OCTOBER 8, 2021

Tapping into Customer Personas. One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture. One of the guiding principles, in fact, states that “culture + governance = execution.”.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? If not, it’s time to get that done!

Government 90

Government Customer Centricity Guidelines Groups 90

Qualtrics

JULY 12, 2021

Here we explore the experience transformations underway at ANZ, Standard Chartered, and bolttech, but be sure to watch the full event for more great examples and stories. Using XM to design and improve the customer and employee experience at ANZ. In just over 12 months, 7.7million customers have already used the platform.

Financial 26

Financial Employee Experience Customer Experience Insurance 26

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. Develop a governance structure.

CEM 164

CEM Management Government Culture 164

ClearAction

JANUARY 12, 2022

“Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. For customers, the path of least resistance wins.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

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. While we do see companies doing an excellent job of connecting the two, we also see many that have a long way to go.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

RapportBoost

DECEMBER 10, 2018

While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing and sales to connect dots and solve the big problems. The post Top Priorities in Customer-Centric Contact Centers appeared first on RapportBoost.AI. Are they out on the road? Are they like me?

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. You need a strategy.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

CSM Magazine

JUNE 14, 2022

This will allow our customers in the region to provide superior customer service and reduce costs, quickly and with ease. Customers like Standard Bank , the continent’s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform.

Banking 59

Banking Employee Engagement Roadmap Data 59

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

SurveySparrow

JANUARY 7, 2021

Whether your customers shop for their own need or on behalf of their organization, they simply expect a memorable interaction with the brand. After the pandemic, every brand is becoming customer-centric. But how can you ensure you are taking the right step to give them the best experience? Changes in Employee Engagement.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

SurveySparrow

DECEMBER 27, 2021

Human capital measurement and governance. The focus of main stakeholders on human capital measurement and governance will continue to grow in importance in 2021. Organizations will be more focused on environmental, societal, and governance issues which will be linked to business goals too.

Trends 52

Trends Policies Government Survey 52

Kustomer

SEPTEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , In this episode of Customer Service Secrets, Gabe Larsen is joined by Vipula Gandhi, the current Managing Director at Gallup, to discuss customer service data and the connection between customers and employees.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Investigators by 360Connext

JANUARY 10, 2023

You also helped evangelize customer experience throughout the organization – way beyond those who considered themselves in customer-serving roles. You helped other leaders communicate how their team goals were connected to CX success. Related Resource: [Article] Improve Employee Experience to Improve Customer Experience.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

JANUARY 25, 2022

Founded in 2010, Culture Amp is an employee experience management platform. With the help of their platform, businesses can build 180-degree and 360-degree surveys to gather feedback from their employees. Go1 SaaS platform was designed to help with employee training. Headquarter: Surry Hills, Australia. Culture Amp.

Company 10

Company Innovation Self Service Culture 10

SuiteCX

DECEMBER 22, 2015

Social media lets you connect with friends to get the “inside scoop.” Bottom line, companies will need to improve the employee experience in order to improve the customer experience. Customer Experience will become more integrated into an organization’s DNA. Thought Leadership 5.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

SmartKarrot

OCTOBER 12, 2021

A customer experience charter is a concise document detailing the CX governing team’s agreements to align with their decisions. Leaders from marketing, sales, customer service, and customer success departments – The ones who can provide valuable insights and address touchpoint enhancements. Image Source.

Meeting 10

Meeting Customer Experience Customer Journeys Government 10