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

ShepHyken

MARCH 18, 2024

The big prediction (at least for me) is the use of video to create a better experience. I’ve touched on this topic in the past, but the capabilities for video to enhance CX is better than ever. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 80

Customer Service Government Employee Experience Video 80

CloudCherry

NOVEMBER 11, 2019

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.” Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Brava, Janet! It’s not in her vocabulary.”

Leadership 170

Leadership Consulting Video Government 170

TechSee

NOVEMBER 10, 2020

Customer service leadership must abandon any short-term initiatives to reduce customer service costs and instead find sustainable cost optimization tactics that will allow for business resilience. How to Reduce Customer Service Costs Sustainably. Two words: visual assistance. Visual Assistance in Customer Service. field services.

Self Service 207

Self Service Customer Service How To Contact Center 207

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

Press 1 For Nick

JANUARY 13, 2021

Since employees are working from home, investments in videoconferencing and collaboration software are essential for everyone. Leaders need to leverage tools to connect with their teams like video conferencing tools (i.e. Battleground for brand loyalty remains: The customer experience. Zoom, Microsoft Teams, etc.).

Connections 52

Connections How To Policies Communication 52

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. Practice mindful leadership. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

VDS

JULY 22, 2020

Since employees are working from home, investments in videoconferencing and collaboration software are essential for everyone. Leaders need to leverage tools to connect with their teams like video conferencing tools (i.e. The battleground for brand loyalty remains: The customer experience. Zoom, Microsoft Teams, etc.).

Connections 52

Connections How To Contact Center Policies 52

Blake Morgan

AUGUST 22, 2022

? ? ? ?. Employee experience and customer experience are clearly linked—especially on a large scale at the world’s largest employer. . According to Donna Morris, Chief People Officer at Walmart, if employees don’t have a great experience, it’s difficult for people who don’t get a paycheck to have a great experience. .

Employee Experience 52

Employee Experience Retail Leadership Video 52

Playvox

JANUARY 5, 2022

Agent engagement refers to an employee’s mental and emotional connection to your company. According to SHRM , it also includes an employee’s willingness and ability to contribute to the company’s success. The successful leadership of a hybrid workforce starts with clear, consistent communication. Equip Your Team.

Contact Center 72

Contact Center How To Fashion Gamification 72

Ian Williams

JANUARY 11, 2020

The first topic in CX Club is CX Principles and in this video we look at the final four of eleven principles: H. The customer has an experience and the company may only be responsible for part of it – When someone books a holiday, they have an overall goal in mind – Getting away and relaxing/ having fun, etc.

Airlines 52

Airlines Transportation Entertainment Insurance 52

Russel Lolacher

OCTOBER 31, 2022

Connect with, and learn more about, Erin on her platforms: . The connection humour and joy have to mental health. What’s your best or worst employee experience, Erin? What was the connection for mental health to humor and even deeper joy? So let’s first connect what you’ve seen.

Culture 98

Culture Leadership Connections Consulting 98

Beyond Philosophy

APRIL 9, 2021

However, the concept of social relationships connecting to how you spend your time holds for business relationships, too. The Social Network-Dunbar Connection. These tools, like LinkedIn networking or video conferencing, or other platforms, enable you to make more connections and widen your social circles.

Management 156

Management Social Media Groups Call Center 156

ShepHyken

APRIL 28, 2020

Humanize the Customer Experience. How to Stay Connected in a Remote Economy. They discuss strategies for adapting to a remote workforce and ways to humanize a digital customer experience. This will help teams stay connected while being physically distant. Shep Hyken interviews Rowan Trollope, CEO of Five9.

Contact Center Software 65

Contact Center Software Contact Center Innovation Communication 65

One Millimeter Mindset

APRIL 28, 2020

And vision best allows us to connect to our environments. How do you create virtual employee experiences and client experiences? Which skills and mindset do you need to develop to level-up your cross-functional team leadership? So they turn on their video and become more fully present with everyone on the call.

Meeting 89

Meeting Video Conference Communication 89

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Imagine yourself a year from today.

Resources 369

Resources Customer Journeys Video Strategy 369

inmoment

JUNE 22, 2020

What follows is a discussion of five powerful methods that companies can use to stay connected to their furloughed employees. Today’s conversation will cover: Employee Outreach. Employee Outreach. Companies can take that outreach a step further than just sending a general, company-wide video message. HR Lifelines.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75

Customer Bliss

MAY 3, 2016

In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience. Connect with Scott. Improving the partner and customer experience.

Chief Customer Officer 100

Chief Customer Officer Leadership Video Customer Experience 100

Oracle

JUNE 23, 2020

For a new LinkedIn connection, send a message saying something to the extent of, ‘Thanks for connecting, have a great day.’ “I recently turned to some different ways to network, share expertise, and really connect with people. Encourage viewers to make a connection.

Tips 94

Tips Social Media How To Connections 94

Blake Morgan

JULY 1, 2023

Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways. Here are 100 fresh statistics about the state of customer experience in 2023.

Self Service 59

Self Service Customer Experience Contact Center Chatbots 59

Oracle

MAY 1, 2020

While nothing can replace in-person interactions in the office, you can use online video tools such as Zoom more intentionally to make sure everyone feels connected to one another. Host weekly meetings or check-ins from the leadership team for “Ask me anything” sessions. This spring, we’re hosting it online.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. That couldn’t happen without impeccable leadership. Gainsight congratulates Confluent’s leadership for their pioneering strides in what is essentially a new category. It means improving connections!

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

SurveySparrow

DECEMBER 27, 2020

When everyone is working from their homes, proper communication becomes a problem although you could get most professional discussions done with the help of video-conferencing tools. Creating a new employee experience plan. The onboarding process is just one part of the employee experience. HR Trend #2.

Trends 92

Trends Leadership Analytics Employee Experience 92

SurveySparrow

NOVEMBER 1, 2021

Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. Following top hr influencers is a terrific way of building communication with their connections. Why Follow HR Influencers? 8 Antionette Blake. Going for it?

Social Media 98

Social Media Tips Conference Leadership 98

Customer Bliss

AUGUST 23, 2018

5 Steps to CX Management in the First 3 Months of Your Leadership Role. The role of head of customer experience hadn’t existed before, so Anand had a lot of work cut out for him. Anand has shared this c2c branded video which shows the company’s dedication to CX. How did he spend the first 3 months in this position?

Transportation 129

Transportation Industry Management Guidelines 129

Experience Investigators by 360Connext

JANUARY 10, 2023

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your Customer Experience success. You clearly aligned your CX goals with what was most important to your organizational leadership. . What did that plan look like?

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

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

Bold360

APRIL 10, 2020

In the middle of this chaotic time, what’s most important as you try not only to stay sane but also to keep the lights on, is to equip yourself with best practices for becoming a fully remote team rapidly without sacrificing the employee experience. After all, as IT pros, your employees in many ways are your customers.

Self Service 52

Self Service Customer Experience Video Connections 52

Qualtrics

JULY 7, 2020

The Qualtrics XM Institute gives XM professionals an invaluable resource with access to original research, thought leadership insights, and an in-person community. The XM Institute provides members with a proven and trusted resource for professionals along their XM journey, which often starts with a customer or employee experience program.

Resources 29

Resources Management Leadership Training 29

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. But before we get there, we have to start here, which is the first question, which is what’s your best or worst employee experience, Lisa?

Communication 52

Communication How To Leadership Meeting 52

Ian Williams

JANUARY 4, 2020

CX Principles – this are the fundamental truths that underpin every Customer Experience programme I have ever been involved in; and perhaps you know of others not mentioned here. Leadership Immersion – No Customer Experience programme will be successful without the buy-in of the senior management team. Speak soon!

Customer Journeys 52

Customer Journeys e-support Video Culture 52

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

MARCH 10, 2019

As leaders, we generally make it hard on ourselves to manage our employees and the outcome is a poor experience for our team members which negatively impacts their perception of you as their leader and paralyzes their morale and performance. I’ve come a long way in my leadership ability to manage a team.

Tips 112

Tips Management Culture Meeting 112

Qualtrics

APRIL 8, 2020

In this installment of our Employee Experience Visionaries series, HR leaders at three of the largest all-remote companies share their insights for pivoting to working from home. On the importance of human connection. Here are some ways HR can help enable connection while physically distancing.

Company 49

Company Tips Communication Connections 49

SurveySparrow

FEBRUARY 13, 2023

Employee spotlights can help you do just that. Whether it’s through stories, videos or podcasts – there are so many opportunities for showing off your team’s accomplishments! To help get those creative juices flowing, we have curated some of our best employee spotlight examples to inspire you.

Examples 52

Examples Culture Social Media Video 52

Russel Lolacher

JUNE 5, 2022

Connect with Brandon on his platforms: Website. The dark side of always being connected. So I will ask you the first question is, what’s the best or worst employee experience you’ve ever had? And the important thing is that that leadership, we jump in, say hi, and then we leave. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Employee Engagement Culture 93