Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Connect with Gregg on his platforms: Website. Where followers fit in good leadership. How trust is an outcome, not a value of leadership.

Leadership 52

Leadership Culture Exercises Airlines 52

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

Experience Investigators by 360Connext

APRIL 23, 2024

CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy. Often, CRM systems are the tools used to track important customer data and feedback metrics.) It’s up to CX leaders to clearly communicate about these connections for their organization.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 98

B2B Customer Experience Roadmap Culture 98

Customer Bliss

JUNE 14, 2019

How do you ensure that there are consistent systems and processes in place to help them deliver their best every day? There’s also an opportunity to answer questions which can be asked anonymously, which helps leadership stay on the pulse of what’s going on and what people are worried about. Rethink Training and Hiring Practices.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

BlueOcean

DECEMBER 13, 2022

KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.” Of course, what that emotional connection looks like is highly dependent on your target audience, but there are some common factors that build the foundation of loyalty.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Get Employee Engagement Research Insights. Employee Engagement Research Series. Successful Employees Create Successful Companies.

Financial 77

Financial First Call Resolution Customer Experience Employee Engagement 77

Customer Bliss

MARCH 15, 2019

Does your organization have a system in place for measuring customer churn ? Chelsie talks to me about defining her role as the SVP of Customer Strategy and how she worked with senior leadership and her team of account managers to improve employee experience, create a customer journey map, and understand customer churn. .

Customer Journeys 162

Customer Journeys NPS Leadership Metrics 162

Qualtrics

JANUARY 23, 2020

In this installment of our Employee Experience Visionaries series, hear from Lynne Oldham , Chief People Officer at Zoom Video Communications , about: Why Zoom encourages employees to ask anonymous questions about anything at their all-hands meetings. WANT TO LEARN MORE ABOUT CREATING GREAT EMPLOYEE EXPERIENCES?

Employee Experience 37

Employee Experience Survey Culture Trends 37

Call Experts

MARCH 18, 2021

Too many organizations use disparate, spreadsheet-based systems for employee time and absence tracking. Because of this, attendance tracking often is disconnected and lacks organization, and organizations experience inefficiencies every day. Your leadership can receive alerts, review, and approve: . employee schedules.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

Qualtrics

MARCH 20, 2020

To provide the care patients need during the COVID-19 outbreak, healthcare workers need increased support and resources to perform their jobs and keep healthcare systems running at peak performance. To access free resources to keep connected with frontline workers, click here: [link]. Access Now.

Healthcare 34

Healthcare System Resources Leadership 34

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. To compete effectively, it takes full alignment between CX, EX, User Experience (UX), Data, IT, Marketing, and Systems. The Decooda CX I.Q.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Today, employees fervently believe their own values must align with the company.

Financial 52

Financial First Call Resolution Customer Experience Employee Engagement 52

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Survey 79

Survey Tips How To Net Promoter Score 79

West Monroe

FEBRUARY 23, 2022

This article was originally featured in February 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. In a recent Manufacturing Leadership Council study , only 3% of respondents saw this as the eventual state of their factory model.

Leadership 52

Leadership Culture Training Technology 52

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

ShepHyken

FEBRUARY 28, 2022

Most of the systems and processes we use to engage in commerce were built with an emphasis on competent and efficient execution of transactions. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. diginomica) More recently, organizations have realized the importance of Employee Experience.

Ecommerce 70

Ecommerce Customer Service Trends Loyalty 70

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. She introduced herself in these meetings and shared how she wanted to work together with the leadership teams. She then asked how they could create a plan for improvement.

Airlines 176

Airlines Industry Strategy Customer Experience 176

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Often, there is a blurry line between these business strategies and customer experience. Connect with Shep on LinkedIn.

Customer Service 60

Customer Service Loyalty Programs Loyalty Customer Service Training 60

Forcivity Salesforce

SEPTEMBER 21, 2021

The customer experience (CX) and employee experience (EX) have never been more important. Independently, each leads to valuable relationships — with customers and employees (CX) and employees and management (EX). Show that the company has a purpose and employees are a key component. Technology. Let's talk.

Customer Experience 59

Customer Experience Employee Engagement Competitive Advantage Employee Experience 59

SurveySparrow

DECEMBER 6, 2021

HR leaders make this transition smooth so that all HR processes and systems can work together. This HR event is all about gamifying HR to improve feedback, overall communication and make the experience of the candidate better. Talent Connect. The best HR leaders in business have also been a part of this event regularly.

Conference 98

Conference Employee Engagement Leadership Trends 98

Think Customers

JUNE 8, 2020

In this webinar hosted by TTEC, she identifies what approaches companies need to consider to deliver a more manageable, faster, and human digital experience. Here are five key takeaways on how to create an effortless customer and employee experience: #1: Make it customer-centric. 3: Rethink leadership.

Strategy 59

Strategy Customer Centricity Culture Technology 59

Kayako

APRIL 29, 2019

He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. Branson spent his career building organizations around this mantra, so it might be unrealistic to transform your employee experience overnight, but you can follow in his footsteps.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Integrity Solutions

NOVEMBER 22, 2022

Banks and credit unions that are serious about addressing engagement and turnover in a systemic way recognize that culture starts with leaders and has to be built and reinforced every day. Engaging employees in a meaningful and measurable way requires uniquely coaching your diverse workforce. Who Needs Workplace Coaching?

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

SurveySparrow

DECEMBER 27, 2020

The HR department has had to completely overhaul its present systems so that they could deal with the new setup with as little resistance as possible. Creating a new employee experience plan. When a new employee joins the company, they go through a various number of motions before they are set to start working.

Trends 92

Trends Leadership Analytics Employee Experience 92

Experience Investigators by 360Connext

FEBRUARY 9, 2021

How to invest in Customer Experience. Defining a customer experience strategy is not enough. You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. ” Debbie Szumylo, Customer Experience Evangelist, Thomson Reuters. You need to act on them!

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system? 5 Steps to CX Management in the First 3 Months of Your Leadership Role. How did he spend the first 3 months in this position?

Transportation 129

Transportation Industry Management Guidelines 129

SurveySensum

FEBRUARY 14, 2024

Having the right tool is essential as it enables effective collection and utilization of employee feedback, turning it into actionable insights for exceptional employee experience that directly impacts business growth. You’re looking for the best employee experience tools to gather this priceless feedback.

Tools 52

Tools Feedback Analysis Survey 52

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented.

Leadership 98

Leadership Government Employee Experience Innovation 98

Russel Lolacher

APRIL 17, 2023

A few reasons why she is awesome — she is the senior director of population health communications at Mount Sinai Health System with more than 30 years of experience in the communications field. She is the Senior Director of population health communications at Mount Sinai Health System. And here’s why she is awesome.

Communication 52

Communication How To Leadership Meeting 52

CX University

SEPTEMBER 27, 2018

Suffice it to say, we do NOT want our employee engagement initiatives to look like Microsoft packaging did in the 90s. We want something much simpler, which employees and leadership can understand intuitively and which will truly motivate people to create a great workplace and satisfy customers. . Employee Surveys.

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

ShepHyken

DECEMBER 23, 2022

Many organizations are modernizing their communications systems to streamline operations and keep employees (and customers) connected in a hybrid world. Mitel’s leadership team sat down and looked into the UC crystal ball. However, businesses must look ahead and plan – whatever it may bring. Our prediction?

Communication 70

Communication Contact Center Return on Investment System 70

CXApp

AUGUST 21, 2018

This activity deserves to be a priority as it can lead to some truly unique connections. However, before you can focus on a forward-facing customer experience, you have to look inward. Crafting an engaging employee experience (EX) must come first. Once hired, is your average worker’s experience positive or negative?

Customer Experience 40

Customer Experience Gamification Employee Experience Social Media 40

Customer Bliss

JANUARY 24, 2017

He has created global customer advocacy programs aimed at strengthening customer loyalty while maximizing revenue and satisfaction at a variety of companies, including Business Objects and Cadence Design Systems. Turnover hurts businesses, and people who don’t feel connected to the work will turn over. Phase 3: The people.

Loyalty 100

Loyalty Leadership System Engagement 100

SurveySensum

MARCH 11, 2024

Both employees and the organization benefit from such an atmosphere. Employees experience a more rewarding and less stressful work environment, driving them to perform at their best. Tip 2: Recognize and Reward Employee Achievements Recognition satisfies a fundamental human desire for recognition and a sense of community.

Tips 52

Tips Culture Feedback Survey 52

Qualtrics

AUGUST 9, 2019

To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. We’ve uncovered the manager qualities that have the biggest impact on employee experience. it helps employees feel valued and heard. it helps leaders drive a better employee experience.

Management 34

Management Leadership Employee Experience Feedback 34

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. Employee Engagement : Align employees with the goals of the organization. Competency 1: Purposeful Leadership. Image Source: Temkin Group.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51