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. Strict time limits or quotas may discourage talented employees from taking on difficult tasks.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

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

ShepHyken

JUNE 7, 2021

(Experience Investigators) Customer interviews can highlight issues in emotional ways. Word clouds can help others in the organization connect with the real language customers use again and again! Treating your employees like your No. I love the formula: Customer-Centric Mindset + Happy Employees = Company Success.

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

Qualtrics

MARCH 31, 2020

Now more than ever, government IT departments are being asked to lead. Against the backdrop of an unprecedented global pandemic, IT departments play crucial roles in ensuring the continuity of services, the uptime of critical infrastructure, and employee engagement. 1: Understand the tools that employees need - and be flexible!

Government 34

Government Innovation Tools Employee Experience 34

Qualtrics

JANUARY 29, 2021

2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience with government plays in preserving public health and stabilizing economic and social life.

Government 26

Government Management ROI Policies 26

Lumoa

JUNE 23, 2021

To win in a diverse market, your customer experience team needs to be able to empathize with the customers they’re trying to help. If they’re able to get on the same page as customers with values and culture, the easier they’ll be able to connect with them on a human level.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

InMoment XI

JULY 12, 2023

Implementing Effective Communication Channels When people connect with your brand, how do they contact you? Effective communication channels are crucial for delivering a positive customer experience. When they do connect through one of your channels, customers should receive prompt and personalized responses whenever possible.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

ECXO

JUNE 11, 2023

The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience. Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

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. XM Live: How brands in financial services design and improve experiences.

Financial 26

Financial Employee Experience Customer Experience Insurance 26

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. Patricia soon realized that there were rules and operations in place which sometimes inhibited employees from being able to serve the customer efficiently. Help the C-Suite Help Employees. CARE (Connect/Acknowledge/Resolve/Empower) at each interaction.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Qualtrics

APRIL 6, 2020

In just 3 weeks we’ve seen more than 6,000 organizations launch more than 14,000 projects on our 10 XM Solutions to assist companies, governments, healthcare systems, and educational institutions move forward during this difficult time. Our strategy for keeping connected with volunteers during this time is simple. Learn More.

Connections 42

Connections Sports Healthcare Feedback 42

BlueOcean

OCTOBER 8, 2021

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.”. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. 2018 “Integrator” Rackspace connected disparate ticketing systems via Calabrio ONE’s cloud platform, making any needed system adjustments easy to identify and implement.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

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

Qualtrics

JANUARY 2, 2019

It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. Win: Connected Government Act passes.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Storyminers

FEBRUARY 17, 2021

When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same. We need a more citizen-centered approach, and it turns out that Customer Experience Thinking can help. Mike : Yes, that connects. Akos : Yes, stories to connect on an emotional level.

Groups 147

Groups Government Travel Tools 147

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. And establish the burning platform.

CEM 164

CEM Management Government Culture 164

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? Because a governance structure is about oversight and execution.

Government 90

Government Customer Centricity Guidelines Groups 90

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. He is also the founder of CX Accelerator, a non-profit community to equip, encourage, and connect Customer Experience professionals at every stage in their journey.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Governance tools and processes to coordinate centrally, along with the project management required to facilitate. Employee experience (EX) is in step with customer experience. “We developed a formal employee experience program, where EX = CX is our motto.” You need to act on them!

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

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

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. It’s the foundation of a differentiated customer experience and employee experience. Your purpose should be the north star that guides your customers and employees experience.

B2B 122

B2B Brands Innovation Government 122

Russel Lolacher

AUGUST 1, 2022

Connect with Stephanie on her platforms: Linkedin. So many questions, especially its impact on the employee experience. So I want to get into that, but but I can’t, because I have to ask you another question first, which is, what’s your best or worst employee experience? Accessible Employers.

Government 98

Government Culture Employee Experience Video 98

Oracle

FEBRUARY 6, 2020

The story connecting the stats. Rather than stealing human jobs , a potential advantage of AI is that it empowers people to do higher-quality work, problem-solve, and create an atmosphere in which employees can take a higher degree of pride in their work. Freeing up people from mundane tasks (50%). Saving companies money (49%).

Customer Experience 75

Customer Experience Government Call Center Healthcare 75

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders. Ease of Work.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Bold360

MARCH 5, 2020

Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. This provides better governance and less risk.

Culture 59

Culture Employee Experience Insurance Government 59

The DiJulius Group

MARCH 25, 2020

Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage.

How To 62

How To Government Consulting Groups 62

Bizagi

APRIL 21, 2020

What is the real outcome for your employees and customers, and how can it help you better govern your organization? Employee experience. From employee onboarding to day-to-day tasks, every process-driven experience can be enhanced with technologies such as digital process automation (DPA) to become more efficient.

Government 52

Government System Wait Times Banking 52

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. focuses employees at all levels on the customer, and 3. ensures that senior leaders set the strategic direction, 2.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Experience Investigators by 360Connext

OCTOBER 13, 2020

CX leaders need to connect with Customer Service to hear directly from customers, understand the trends agents are seeing, and provide proactive solutions for customer complaints. Proactive customer experience means connecting dots throughout the organization and the customer’s journey.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

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. Governance : Governance is about both oversight and execution.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

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

West Monroe

APRIL 28, 2022

Integrated technology: Critical, connected technology used to support relevant business processes. Products and services: Product and service catalog, as well as governance and management of product lifecycle. Governance and continuous improvement.

Banking 52

Banking Self Service Government Financial 52

Clarivate

JULY 28, 2022

Finally, primary care centers were outfitted with “high-tech corners” so that patients without connectivity or mobile devices at home could have the same extended access to care. Education was extended to patients in the form of virtual navigation tip sheets and a standardized point of contact for issues or questions. payers and vendors).

System 52

System Hospitality Healthcare Gamification 52

Call Experts

MARCH 18, 2021

According to The Economist – Economic Unit, “Employees who believe their workplace effectively uses mobile tech are more creative, satisfied, and productive at work.” Connect your employee directly into your absence tracking and reporting systems via automated phone lines. An attendance tracking platform.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. When XM is truly embedded across an organization, you need a governance structure to manage it.

Government 32

Government Employee Experience Leadership Employee Engagement 32

CSM Magazine

JUNE 14, 2022

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. This was especially true for financial and government institutions. The race to accelerate South Africa’s cloud journey.

Banking 59

Banking Employee Engagement Roadmap Data 59