CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk.

Connections 140

Connections Effort Score How To Self Service 140

Innovative CX

AUGUST 10, 2021

While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA. To achieve an industry leading customer-centered focus in an organization, the experience can’t be an initiative or program.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

VDS

JULY 22, 2020

Prioritizing employees. The continued importance of the customer experience. BUSINESS CONTINUITY DEFINITION. This pandemic has definitely battle-tested the maturity of BC plans. And, close any necessary gaps in the plan regarding the employee and customer experiences. CURRENT THREAT: COVID-19.

Connections 52

Connections How To Contact Center Policies 52

Qualtrics

MARCH 1, 2021

Surveys can help with a whole range of business questions and challenges, from designing a new product to checking on employee engagement. A business survey is a survey that’s used in business, which gives it a pretty wide definition. Customer service is a major component of customer experience. Customer service survey.

Survey 29

Survey Net Promoter Score NPS Employee Engagement 29

Russel Lolacher

JUNE 5, 2022

So first question, we’re talking about technology, employee engagement with technology. So I will ask you the first question is, what’s the best or worst employee experience you’ve ever had? So I guess my first question is, and I asked all my guests these questions, so you’re not special, Brandon.

Communication 93

Communication Technology Employee Engagement Culture 93

ClearAction

NOVEMBER 4, 2020

Forces on customers are dictating digital experience and employee experience, along with investor experience, supplier experience, and community experience. In business, the North Star represents a company’s unwavering definition of its purpose,” explained Greg Shepard, Chief Strategy Officer of Pepperjam.

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77

Press 1 For Nick

JANUARY 13, 2021

This article will cover the following: What business continuity must include in today’s environment Prioritizing employees The continued importance of the customer experience. BUSINESS CONTINUITY DEFINITION. This pandemic has definitely battle tested the maturity of BC plans. Business Continuity: withstanding change.

Connections 52

Connections How To Policies Communication 52

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

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help.

Leadership 52

Leadership Culture Employee Experience Insurance 52

Kustomer

JUNE 24, 2021

Many brands have the tools in place to sense customer tone and behavior, so why is it that these tools don’t exist for employee sensing, when the employee experience (EX) is just as important as the CX ? Been having this online debate on LinkedIn about employee engagement. You know what? Oh, without a doubt.

B2C 87

B2C Tips B2B Interaction 87

Kustomer

JUNE 24, 2021

Many brands have the tools in place to sense customer tone and behavior, so why is it that these tools don’t exist for employee sensing, when the employee experience (EX) is just as important as the CX ? Been having this online debate on LinkedIn about employee engagement. You know what? Oh, without a doubt.

B2C 59

B2C Tips B2B Interaction 59