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

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? Quotes: “Connect intentions with expectations.

How To 78

How To Employee Experience Exceptional Customer Service Customer Retention 78

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

Qualtrics

APRIL 16, 2020

In response, organizations are making rapid, widespread changes that are dramatically changing the employee experience (EX). We’re all still learning how these temporary changes affect employees, but another question is quickly emerging – how will these current disruptions affect employee experiences in the future?

Employee Experience 45

Employee Experience Culture Policies Trends 45

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The following is a lightly edited transcript of the video below. I recorded this video just after I finished giving a keynote presentation for an internal service department of an organization.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

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. Zoom, Microsoft Teams, etc.). Write these down: Covid-19 Checklist.

Connections 52

Connections How To Policies Communication 52

Comm100

FEBRUARY 6, 2023

Humanizing the digital experience As businesses focus on digitization and customer interaction becomes more automated, customer experiences lose a personal touch. Companies can no longer connect with clients on a human level, and as a result, clients feel neglected.

Financial 200

Financial Trends Self Service Customer Experience 200

Qualtrics

FEBRUARY 4, 2021

It connects us with colleagues and customers, increases productivity and helps employees deliver their best work. IT leaders now have a critical opportunity to take center stage in designing and improving employee experiences. Find out more about employee experience for IT. Here's how. Make it a good one.

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Self Service 178

Self Service Chief Customer Officer Course Policies 178

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 post BUSINESS CONTINUITY: HOW TO KEEP THE CUSTOMER CONNECTION ALIVE appeared first on VDS.

Connections 52

Connections How To Contact Center Policies 52

Experience Investigators by 360Connext

FEBRUARY 23, 2021

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

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

JANUARY 3, 2024

Discuss why they love them and determine if there’s anything these other companies are doing that you can do as well. EX Is As Important As CX If you’ve been following my articles and videos, you know this is one I’ve been talking about for several years. The employee experience (EX) drives a better customer experience (CX).

Trends 95

Trends Customer Service Customer Service Training Customer Retention 95

TechSee

NOVEMBER 10, 2020

Visual assistance allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. This video demonstrates how the technology can help: When agents can clearly see the customer’s issue and effectively diagnose it, the need for expensive truck rolls will be reduced.

Self Service 207

Self Service Customer Service How To Contact Center 207

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! Now, that’s what we’re talking about!

Leadership 170

Leadership Consulting Video Government 170

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. More time on video can increase the risk of agents feeling mentally zapped at the end of the day. Equip Your Team.

Contact Center 72

Contact Center How To Fashion Gamification 72

Experience Investigators by 360Connext

MARCH 8, 2021

Since CX comes from the top, ask your CEO or other C-Suite leaders to record a short video about what customer experience means at your organization. That’s a great way to introduce the idea and importance of customer experience. What does a seamless, easier experience look like for our customers? And again….

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Customer Bliss

DECEMBER 28, 2018

Despite being a leader in its industry’s market share and revenue, MTN was actually losing revenue due to the prevalence of streaming and video chat. Employee Experience Trickles Down to Customers. These call center reps weren’t enabled or empowered to satisfy customers; the less than stellar employee experience trickled down.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

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 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. 2022 just might be The Year of the Contact Center Employee. Employee Experience. Several workforce trends are driving the need to focus on the employee experience.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

CSM Magazine

MARCH 13, 2022

According to the findings , most companies (89%) in the UK and island of Ireland believe customer experience is an intrinsic part of their brand and it’s everyone’s responsibility to uphold within the organisation. Simplify with a composable desktop : Put everything employees need in one place.

Self Service 52

Self Service Study Gamification Customer Centricity 52

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! Accessibility is the experience.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! Accessibility is the experience.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JANUARY 5, 2022

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. You also helped evangelize customer experience throughout the organization – way beyond those who considered themselves in customer-serving roles.

Resources 369

Resources Customer Journeys Video Strategy 369

UJET

MARCH 24, 2020

Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consumers. While using home WiFi is preferred, it can be unstable, in which case agents should use a wired internet connection.

Tips 86

Tips Guidelines Contact Center Software Contact Center 86

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

Experience Investigators by 360Connext

APRIL 21, 2020

It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience. Today’s learning professionals are getting creative to connect and deliver to learners across their organizations. But I recommend making it your own.).

Course 143

Course Training Feedback Connections 143

Customer Bliss

AUGUST 8, 2019

In The Power of Moments , Chip and Dan Heath ask you to think about the positive moments and experiences you’ve had in your life. They explain how these experiences are created because of four elements: elevation, insight, pride, and connection. into a multi-billion dollar brand. Talk Triggers by Jay Baer and Daniel Lemin.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

UJET

MARCH 24, 2020

Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consumers. While using home WiFi is preferred, it can be unstable, in which case agents should use a wired internet connection.

Tips 72

Tips Guidelines Contact Center Software Contact Center 72

TechSee

APRIL 26, 2021

Whether it’s improving self-service channels to provide customers with speed and effortless service or building personal connections through assisted channels, making it easy for customers to interact with the company is crucial. reducing employee effort. Both can see the same physical environment through the customer’s smartphone.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

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

TechSee

AUGUST 14, 2023

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. Through his podcast, Nick inspires his audience to create exceptional customer experiences that drive business success. of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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? So they turn on their video and become more fully present with everyone on the call. I understand that perhaps you are an introvert and find video attendance intimidating.

Meeting 89

Meeting Video Conference Communication 89

Comm100

MARCH 16, 2022

The United Kingdom’s Government Digital Services, the Canadian Digital Services, and Singapore’s Government Technology Agency are all examples of governments dedicating resources towards digital technologies that experience citizen experience, as well government employee experience. Simplicity. GOVERNMENT NEED 2: .

Government 200

Government Customer Service Chatbots Effort Score 200

Alida

APRIL 27, 2018

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

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

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