Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Bold360

FEBRUARY 26, 2020

Employees want more and better self-service knowledge. As the consumer landscape changes, employee expectations do too. With the right technology—including AI—organizations can give their employees the knowledge they need to take their performance to the next level.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

Think Customers

JUNE 24, 2024

The one question on everyone’s mind, as it was at Internet World decades ago: “How do I integrate technology to innovate without damaging my brand, customer, or employee experience?” Experiences may not be human to human, but they have to feel human to human.” Companies are still hesitant to take big steps, however.

Conference 59

Conference Technology Meeting Contact Center 59

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Think Customers

JUNE 29, 2022

One of the effects of the pandemic has been the consumer shift toward digital channels. From online deliveries to online banking, brands rushed to provide digital options that were adopted even by technology-averse consumers. Digital experiences have been “fluid in the sense that they’ve been volatile,” she said. Watson agreed.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

Maz Iqbal

OCTOBER 10, 2014

As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences. Is it enough just to get the marketing, HR operational folks and let them cook up customer and employee experience excellence?

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Maz Iqbal

OCTOBER 16, 2014

Equally dangerous is the risk of myopically focusing just on the immediate sector competitors , who are often only marginally different in the consumers’ eyes. Customer experience motivates the employee experience. Customer experience motivates the employee experience. What does this mean?

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Beyond Philosophy

OCTOBER 29, 2014

The same change in price framed differently has a significant effect on consumer behavior…. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

GetFeedback

MAY 9, 2019

If you’re like most, you probably had a much easier time recalling a poor experience than a good one. That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. Employee experience: Happy employees cultivate happy customers.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Michelli Experience

MARCH 16, 2016

Then again, I’m reminded of the Gallup research captured in the book Human Sigma: Managing the Employee-Customer Encounter which suggests that while there is a high correlation between employee engagement and customer engagement that relationship IS NOT CAUSAL.

Employee Engagement 100

Employee Engagement Engagement Culture Connections 100

Beyond Philosophy

DECEMBER 20, 2017

CMC Thought Leadership Principal, Beyond Philosophy. One of my favorite movies about business in general, and employee behavior in particular, is Office Space. If the manager had ever seen Office Space, the lessons of negative employee experience and dopey company rules were lost on him. Michael Lowenstein, Ph.D.,

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

SurveyGizmo

JULY 23, 2018

Exceptional employee and consumer experiences must remain among the top priorities for organizations because they are not only equally important for the organization’s competitiveness but also are dependent on each other. One experience cannot be truly successful without the success of the other.

How To 63

How To Healthcare Culture Employee Experience 63

Beyond Philosophy

NOVEMBER 22, 2017

CMC Thought Leadership Principal, Beyond Philosophy. For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The same can be said of employees. The challenges in this stage are employee engagement and retention.

e-support 89

e-support Banking Culture Consulting 89

Bold360

JANUARY 29, 2020

The last two weeks were big in the world of consumer electronics and retail with two important events landing within days of each other. With so many new and connected devices, we as consumers are now living our lives through devices. And we expect much more than a generic experience.

Conference 52

Conference Omni-Channel Retail Employee Engagement 52

Russel Lolacher

JANUARY 23, 2022

We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. How an internal podcast can benefit the employee experience (spoiler – onboarding and knowledge transfer). So first, I want to ask why you love podcasts as a way to engage people. Vernon Ross.

Employee Engagement 98

Employee Engagement Culture Engagement Employee Experience 98

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. Then, build a Customer Experience model that uses these predictions to your benefit. My Prediction .

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. Then, build a Customer Experience model that uses these predictions to your benefit. My Prediction .

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

SurveySparrow

JANUARY 21, 2021

Employee Appraisals, combined with positive feedback and an improvement plan, can transform performance appraisals into a fulfilling experience that everyone can look forward to. Conducting Employee Assessment: How to evaluate Employee Performance. Follow this Employee Evaluation checklist to improve employee engagement.

Employee Engagement 52

Employee Engagement Feedback Survey Leadership 52

Playvox

JANUARY 11, 2024

These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. According to a study by Joseph Folkman, a behavioral statistician, leaders who exhibit very poor candor (bottom 10%) were in the 20th percentile of overall leadership effectiveness.

Call Center 52

Call Center Contact Center Management Omni-Channel 52

Call Experts

SEPTEMBER 18, 2019

The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. This additional learning helps the new agents grow into their role and build on the experience they gained during their initial orientation. providing helpful feedback.

Training 40

Training Call Center Conference Contact Center 40

Qualtrics

NOVEMBER 20, 2020

Researcher Brene Brown has discovered that resilient people tend to share a “tolerance for discomfort”, meaning that they are able to navigate difficult experiences and the emotions that come with them. Leadership communication. It affirms the fact that employee wellbeing is central to leadership decision-making.

Healthcare 26

Healthcare Leadership Employee Engagement Hospitality 26

Call Experts

NOVEMBER 8, 2019

Leadership regularly invests in their HR departments and as the workload for this team increases, they need more support than ever to prioritize and tackle the projects that matter. . Prioritizing employee needs. HR priorities shift based on consumer and employee needs. 6 Key Benefits of Employee Call Off Lines.

Company 45

Company Call Center Customer Journeys Conference 45

Press 1 For Nick

JANUARY 13, 2021

In business, leaders will benefit from reflecting on how these changes—shutdowns, communication changes, working from home—have impacted their relationships with their consumers and consider how this season has improved or harmed your business continuity. Battleground for brand loyalty remains: The customer experience.

Connections 52

Connections How To Policies Communication 52

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. I’m going to shut up and introduce Nate Brown. Hello, sir. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

VDS

JULY 22, 2020

In business, leaders will benefit from reflecting on how these changes—shutdowns, communication changes, working from home—have impacted their relationships with their consumers and consider how this season has improved or harmed your business continuity. The battleground for brand loyalty remains: The customer experience.

Connections 52

Connections How To Contact Center Policies 52

Beyond Philosophy

SEPTEMBER 17, 2015

About how we wanted his partners (retail employees) to treat Customers he said: “ Today’s financial market volatility, combined with great political uncertainty both at home and abroad, will undoubtedly have an effect on consumer confidence and perhaps even our customers’ attitudes and behavior.

Customer Centricity 60

Customer Centricity Retail Consulting Leadership 60

Qualtrics

DECEMBER 2, 2020

Using employee listening to understand your initial benchmarks – i.e. what’s going well in your current employee tech stack, in the project rollout, in IT services/support – helps organizations find areas to improve and optimize. Learn three innovative ways to approach employee listening. Step #2: Understand. Download Now.

Technology 26

Technology How To Feedback Employee Engagement 26

Qualtrics

JUNE 4, 2019

It’s rare to see first-hand how a new category is defined, leadership established, and value articulated. We’re helping so many of the world’s best companies and brands understand what consumers love about them so they can spend their resources more intelligently. And in turn, deliver a better product to consumers.

Customer Success 37

Customer Success Management Competitive Advantage Consulting 37

Second to None

MARCH 8, 2019

Employee burnout occurs when an individual lacks the proper energy or interest to perform the required tasks of their position. According to a 2018 Gallup study, 23 percent of employees experience feeling burned out at work very often while 44 percent feel burned out sometimes. The same concept is applicable to your employees.

Study 48

Study Financial Customer Centricity Employee Experience 48

Hero Digital

NOVEMBER 12, 2018

As companies focus increased resources on developing frictionless, enjoyable digital experiences for customers, it’s important to remember the digital employee experience as well. Employees seek career development tools, company culture activities, peer connections, support from leadership and ease with completing tasks.

Employee Engagement 66

Employee Engagement Engagement Strategy Culture 66

Adrian Swinscoe

AUGUST 14, 2024

Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about […] The post Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai first appeared on Adrian Swinscoe.

Technology 59

Technology Chatbots Marketing Employee Engagement 59

Qualtrics

MAY 9, 2019

Culture is built on a strong mission, vision, and values that employees have bought into. These employers also invest in their employees and understand what they want. Highly engaged employees are 87% less likely to leave their companies than their less engaged counterparts. Want to do your own engagement survey?

Employee Experience 40

Employee Experience Strategy Employee Engagement Leadership 40

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. Why we love Sue: She’s a speaker, writer, mentor, Director of Marketing at M4 Communications , and co-host of #CXChat , a weekly Twitter chat on customer experience and employee experience.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Kustomer

SEPTEMBER 17, 2020

As a true expert in the field, her insights on customer and employee engagement are sure to help businesses improve their customer service experience. The Importance of Treating Your Employees With Care. Lastly, Vipula highlights the importance of treating employees with as much care and respect as the customers.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 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. His diversified experience includes significant client-side, consulting-side, and agency-side tenures. Bill Quiseng. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147