Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. There’s always so much to learn!

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. Original Article by By Stephen Leaden. It’s about running your organization as though you are the customer.

Employee Experience 52

Employee Experience Customer Experience Contact Center Culture 52

Oracle

AUGUST 8, 2018

Both Paula and Lisa have forged impressive career paths; Paula with 30 years of experience in biopharmaceutical services and consulting, and Lisa with 32 years in executive management, sales, and business development roles. The post The Employee Experience: Tackling Work-Life Balance with Top Execs appeared first on SmarterCX.

Employee Experience 97

Employee Experience Leadership Consulting Examples 97

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

InMoment XI

MARCH 2, 2022

Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”. So, the state of organizational culture has tremendous and undeniable influence on employee behavior.

Culture 260

Culture Connections Company Leadership 260

Oracle

NOVEMBER 18, 2019

Instead, I’m here to debunk a few Millennial myths, share some practical advice on managing a Millennial workforce, and spotlight expectations when it comes to our employee experience. This is a double-whammy scenario, where the employee underperforms and the manager overstresses.

Employee Experience 80

Employee Experience Study Management Leadership 80

InMoment XI

FEBRUARY 8, 2024

Strategic Services Strategic services in contact center optimization involve consulting and support from experts who provide guidance on aligning contact center operations with broader business objectives. This training will help employees feel comfortable in their positions and achieve constant success.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

Centriam Customer Experience Lab

MARCH 12, 2019

Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.

Consulting 285

Consulting Employee Experience Customer Experience Customers 285

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. It is essential to focus on employee satisfaction. . Employee experiences are connected to customer experiences.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

InMoment XI

DECEMBER 16, 2021

Although satisfied employees are generally supportive of the business and what it represents, they likely won’t go beyond doing the basics of their job descriptions. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Company 260

Company Communication Culture Employee Experience 260

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. She is a firm believer of Employee Experience. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R. of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Talkdesk

JUNE 28, 2016

This week’s topic is the employee experience. Here’s what we found: The Business Case for a Great Employee Experience. This CXpert brought together the latest, greatest research on the impact of creating an excellent employee experience in this informative article. Annette Franz Gleneicki || Customer Think.

Employee Experience 40

Employee Experience Customer Experience Social Media Employee Engagement 40

Confirmit

APRIL 20, 2020

Manager, Talent Management & Leadership Development at CSAA and the experts Kathi Enderes, Vice President, Head of Talent and Workforce Research and Zack Toof, Research Leader, People Analytics from Bersin ™, Deloitte Consulting LLP, where we will discuss: The latest trends in EX research and continuous listening.

Employee Experience 52

Employee Experience Insurance Analytics Trends 52

Confirmit

APRIL 3, 2020

Manager, Talent Management & Leadership Development at CSAA and the experts Kathi Enderes, Vice President, Head of Talent and Workforce Research and Zack Toof, Research Leader, People Analytics from Bersin ™, Deloitte Consulting LLP, where we will discuss: The latest trends in EX research and continuous listening.

Employee Experience 52

Employee Experience Insurance Analytics Trends 52

Michel Falcon Experience

FEBRUARY 19, 2016

The post From Call Center to Consultant: 6 Steps I Followed to Build My Customer Experience Career appeared first on Michel Falcon Customer and Employee Experience Expert. Regardless of whether you’re new to the profession, or a Chief Customer Officer for a major brand,… Read More».

Call Center 60

Call Center Consulting Chief Customer Officer Customer Experience 60

Qualtrics

APRIL 30, 2019

At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. The employee can decide when/where/how to have this experience and then let us know what they learned.

Consulting 37

Consulting Customer Success Customer Experience Culture 37

CX Journey

MARCH 21, 2018

Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Consultants, but just keep associated costs in mind under this header. Consultants, but just keep associated costs in mind under this header.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience. Business owners need to treat their employees how they would like them to treat customers. The 8 skills required by any CX team are: Strategy.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

DECEMBER 1, 2022

.” Continuously, the report mentions,”InMoment is investing in intelligent self-service and workflow automation to help simplify the user experience (UX), while furthering its vision to support four tailored XI clouds for CX, employee experience (EX), product product experience (PX) and market experience (MX).”

Self Service 493

Self Service Analytics ROI Automotive 493

CX Journey

MARCH 17, 2016

Maansi also managed remote and consultative sales for markets ranging over 80 countries and strategized and reduced sales cycle cost of acquiring customers. Maansi Sanghi was with SaaS-based startup Hotelogix - part of the founding team – for 7 years before joining CloudCherry as VP Online Business.

Employee Experience 80

Employee Experience Customer Experience Employee Engagement Customer Satisfaction 80

Qualtrics

JULY 8, 2019

Internally, as I’ve had the chance to help build the company from 40 people to what it is today, and externally with our customers as they try to improve the Employee Experience at their organizations. I love the team we have in Employee Experience Delivery. We are on our way to 8500 employees in the next 4 years.

Consulting 35

Consulting Technology Management Employee Experience 35

InMoment XI

JUNE 15, 2022

Over our decades of experience improving customer and employee experiences with the world’s most beloved brands, our experts have collected plenty of best practices and compiled them into various resources to help you inform your efforts! This invokes direct, well thought out answers.

Survey 260

Survey Consulting Feedback Course 260

Forrester

SEPTEMBER 25, 2014

But I'm also someone who thinks a lot about technology and the workforce, so I was equally animated by a conversation I recently had with the head of a CX consultancy. He warned that businesses risk over rotating on technology, viewing their people as receding in importance in delivering satisfactory customer experiences.

Employee Experience 111

Employee Experience Customer Experience Touchpoint Consulting 111

Qualtrics

AUGUST 29, 2019

Why did you decide to join the Employee Experience (EX) team? What does Employee Experience mean to you? We spend so much time at work, and even when we’re not in the office our experience at work has a knock-on effect on our lives. It’s very rewarding to see our ideas reflected in the product!

Consulting 34

Consulting Technology Employee Experience Innovation 34

Qualtrics

MARCH 14, 2019

It was also a chance to showcase some of the latest innovations on the Employee Experience Platform designed to help you get to breakthrough insights and transform your culture. Employee Experience for mobile. See Employee Experience for mobile in action. Book a demo. Focus Areas powered by iQ. Book a demo.

Employee Experience 37

Employee Experience Innovation Analysis Feedback 37

Qualtrics

OCTOBER 24, 2019

What made you want to get into technology consulting? The post Why Qualtrics – Liching Yew – Technology Consultant – Sydney, Australia appeared first on Qualtrics. They will need to be adventurous. They will be able to create new processes, refine old ones, and be a part of a fantastic team.

Consulting 37

Consulting Technology Travel Meeting 37

Qualtrics

SEPTEMBER 10, 2019

I strongly believe in the Qualtrics business model because the continual assessment of the four core experiences—customers, employees, products, and brands – is the only way to success for multinationals, and Small and Medium Enterprises in the global business climate we face today. What is your favorite part of your role?

Consulting 35

Consulting Culture Leadership Tips 35

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For the employee experience, tool selection for the modern world of work is equally important.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

Qualtrics

OCTOBER 22, 2019

Most of my work in management consulting and corporate strategy focused on accelerating growth and expanding profitability. At Qualtrics in Customer Success, I partner with our customers to achieve their business outcomes by providing thought leadership and strategic consultation. This is Randy’s “Why Qualtrics” story.

Consulting 36

Consulting Customer Success Leadership Customers 36

Qualtrics

OCTOBER 30, 2019

What made you want to get into customer success consulting? I’m in Customer Success and it’s a natural extension of my consulting background. The post Why Qualtrics – Suzanne Scharer – Principal Customer Success Consultant – Provo, UT appeared first on Qualtrics.

Consulting 36

Consulting Customer Success Culture Video 36

CX Journey

JANUARY 9, 2018

I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience.

Strategy 0

Strategy Culture Employee Experience Leadership 0

InMoment XI

MARCH 14, 2023

This experience taught me that we need global understanding and empathy across. We do that in a consultative manner, and by doing that, over time, our teams have been conditioned to get that feedback and use it to drive revenue and benefit, our teams have made that connection, and it has been highly successful. That’s a Wrap!

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Beyond Philosophy

MAY 25, 2022

Here are a few key moments in the discussion: 05:41 Goodmanson explains which parts of the employee experience of the contact center employee are broken and why. 18:48 Goodmanson describes how software innovation will alleviate some of the stresses and pain points associated with a call center employee’s daily work.

Contact Center 148

Contact Center Interaction Self Service Consulting 148

Beyond Philosophy

JUNE 7, 2019

This episode of The Intuitive Customer dives into Colin’s new book on the subject ‘Happy People Make Happy Customers’ and we explain why the experience you provide your employees is just as critical as the one you want to deliver to customers. The question is, how do you get happy employees?

Employee Experience 115

Employee Experience Consulting Employee Engagement Customers 115

TechSee

NOVEMBER 10, 2020

If the technician needs assistance, he can transmit videos and images of technical issues from the field while consulting with a remote expert, eliminating the need for a repeat visit. The FTF rates are raised, and the time spent on site is shortened. How Visual Assistance Can Reduce Customer Service Costs.

Self Service 207

Self Service Customer Service How To Contact Center 207