CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Connections 52

Connections Customer Connectedness Analytics Call Recording 52

Clicktools

MAY 19, 2017

It seems that CRM can sit a the center of at least two of the four competencies: employee engagement and customer connectedness. Regarding customer connectedness, one of the most effective ways that companies can connect better with customers is by combining enterprise feedback and Salesforce.

CRM 45

CRM Customer Connectedness Employee Engagement Social Media 45

Clicktools

MAY 18, 2017

According to the Temkin Group, the four core competencies of customer experience are: Purposeful Leadership : Operate consistently with a clear set of values. Compelling Brand Values : Deliver on your brand promises to customers. Customer Connectedness : Infuse customer insight across the organization.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding. Speech Analytics Piloting. Predictive Analytics Personalizing.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

JANUARY 7, 2019

One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?! ” It just makes sense.

Employee Engagement 310

Employee Engagement Employee Experience Engagement Survey 310

Qualtrics

FEBRUARY 1, 2019

The connected world we live in has opened up opportunities for companies to interact with their customers more often and across more channels than ever before. Companies must be customer-centric and provide an excellent customer experience or they’ll risk high customer churn. Customer-centricity demands speed.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Study 20

Qualtrics

JANUARY 22, 2021

“Suddenly we realized Qualtrics was gaining great momentum in the market, and they had done an amazing job of breaking down experience management (XM) into the four pillars of brand (BX), product (PX), customer (CX), and employee (EX) experience,” Bruce explains. “It Stay connected with Bruce Tempkin by joining the XM Professionals Network.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26