Experience Investigators by 360Connext

JANUARY 5, 2021

A culture that aspires to be authentic for customers must live up to that in the employee experience, too. Employee journey mapping and other techniques can be used to really understand where, how, and when to reinforce the mission. Your customer experience governance culture does depend on your culture, priorities, and plans.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Thematic

MAY 5, 2024

Qualtrics X4 Summit is the most attended customer and employee experience event. This was my second time, and again it’s definitely been worthwhile! You can only take so much generic inspiration ("there is no "i' in “leadership”, "change is good" etc).

NPS 48

NPS Airlines Analysis Software 48

ClearAction

MARCH 22, 2024

While these popular definitions are important, they’re vastly incomplete. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” 2 Delivering a Superior Customer Experience is a Team Sport. Controlling Touchpoints Model. Influencing Companywide Model.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

COPC

APRIL 19, 2023

Organizations frequently have a gap between leadership and employee perception of alignment with their statement of direction. Global Benchmarking Series | Contact Center Employee Experience Most organizations have at least a half-dozen metrics they report for their agents.

Metrics 71

Metrics Average Handle Time Guidelines Measurement 71

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Every senior leadership team member co-owns CX management.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

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. There is no better way to maintain a strong and consistent internal communication than (literally) seeing your leadership on conference calls.

Connections 52

Connections How To Contact Center Policies 52

CX Accelerator

JANUARY 16, 2020

While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . Then let’s dive right in!

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . Then let’s dive right in!

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Every senior leadership team member co-owns CX management.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

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

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

Kustomer

JUNE 17, 2021

A proactive approach gives companies a huge advantage over the competition because it shows the customers how much the brand cares about their experience and what they’re willing to do to keep them around for the long haul. Employee Experience: The Missing Ingredient. This is just as important as CX in many ways. Why is this?

Sales 99

Sales Employee Experience NPS Banking 99

CSM Magazine

DECEMBER 28, 2021

In summary, an engaged employee is always satisfied, but a disengaged employee can also be satisfied. So, what exactly is employee engagement for purposes of this discussion? If you find the answer to some or all of these questions is no, then you know you have an opportunity to improve employee engagement.

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Bold360

AUGUST 31, 2020

Let’s start with a definition: “customer self-service” offers customers the tools and resources they need to find answers and resolve issues on their own, without the intervention of a human service agent. Click here for more information about customer self-service tools and how they can fuel better customer and employee experiences.

Self Service 52

Self Service Chatbots Knowledge Base Omni-Channel 52

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

Russel Lolacher

OCTOBER 24, 2022

The questions to ask to gauge if your employees are engaged. The importance of definitions. How we’re approaching employee surveys and reviews wrong. See, I’m already flustered, what’s your best or worst employee experience, Jeff? So that was, that was my best employee experience.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Russel Lolacher

JUNE 5, 2022

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. So it definitely exacerbates Russell. Brandon Caudle. And they just talked about things. Russel Lolacher.

Communication 93

Communication Technology Employee Engagement Culture 93

SmartKarrot

DECEMBER 2, 2020

What packs a definite punch is the embracement of women in all of the work affairs. Women are owning more responsibilities and are emerging to adorn strong leadership competencies. A report by Forbes states that women were better rated than men on 12 out of 16 leadership strategies. In fact, statistics back that up.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Qualtrics

DECEMBER 15, 2021

As individual government agencies align around the EO’s requirements, other important cards have fallen into place: The President’s Management Agenda names customer experience as one of its three priorities — and employee experience as another. Operational data is collected in the normal course of business.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

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 ? I mean, I would say from a customer experience perspective, people are almost down to the interaction, right?

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 ? I mean, I would say from a customer experience perspective, people are almost down to the interaction, right?

B2C 59

B2C Tips B2B Interaction 59