SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” of customer experience. Combine this with a customer experience champion program within your organization and watch culture really shift.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Michel Falcon Experience

NOVEMBER 19, 2019

Watch this short video if you want to learn how your businesses can THRIVE for decades as well. Follow me on LinkedIn or check out one of my other quick videos like What is People First Culture for exclusive insights and tips on company culture, employee engagement, and customer experience!

Culture 68

Culture Strategy Employee Engagement Tips 68

Clarivate

JANUARY 29, 2019

We’ve recorded over 75 videos and webinars over the last three and a half years here at CustomersFirst Now. These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

BlueOcean

AUGUST 20, 2020

We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. Perhaps they have a video tour of their offices ( check out ours here!

Video 156

Video Customer Care Leadership Culture 156

Bold360

FEBRUARY 26, 2020

So it’s not surprising that 68% of employees say they want user-facing knowledge (self-help) at work. Self-help can take many forms: knowledge bases of documents written by staff and supplemented by other resources (wikis, original videos, third party videos on YouTube, etc., links to solution provider websites, etc.),

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

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. It’s a it’s a quick Google search on the YouTube video. Chris Hsiung. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

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

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 260

ROI Tips Healthcare Insurance 260

Teletech

AUGUST 14, 2015

There is no defined culture for businesses; it is something that leaders and their employees must demonstrate in order to make the customer and employee experiences as enjoyable and efficient as possible. There’s more… To read the rest of this blog posting click here. or visit www.peppersandrogersgroup.com/blog.

Culture 40

Culture Leadership Video Employee Experience 40

Experience Investigators by 360Connext

MARCH 8, 2021

This is where understanding the right learning path for overall customer experience excellence can be very powerful. Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. That’s a great way to introduce the idea and importance of customer experience.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

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

Qualtrics

MARCH 2, 2021

Discover practical ways to foster a culture of belonging that make your people feel included, safe, and engaged. How do you create a culture where all employees are not only invited to share their experiences, but feel safe to do so, knowing their feedback will be taken seriously and actioned on?

Culture 47

Culture Employee Engagement Roadmap Engagement 47

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. Yet well before 2020, technology was already enabling a hybrid ‘Work From Anywhere’ culture.

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

CX Journey

OCTOBER 4, 2016

His approach is defined by a culture where employees thrive, succeed, and are fulfilled, happy, and growing at work - a culture where every individual in the organization, regardless of who they are or what they do, has a voice, i.e., every individual matters. Let's dive in. Peter's baffled, like I am, by this whole phenomenon.

Banking 187

Banking Culture Innovation Employee Experience 187

Blake Morgan

JANUARY 3, 2023

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. They are known for their unique culture. .

Airlines 64

Airlines Travel Case Study Employee Experience 64

CX Journey

AUGUST 19, 2014

Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? In case you haven''t heard of this experiment yet, I''ll introduce you to it. Link to video " That''s just the way we do things around here." Employees change.

Policies 162

Policies Culture Employee Experience Video 162

Blake Morgan

JANUARY 16, 2023

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. They are known for their unique culture.

Airlines 59

Airlines Travel Case Study Employee Experience 59

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 52

ROI Video Government Leadership 52

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Of course each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how and the “what do I do about it?” ” of Customer Experience. 12 Tips to Help You Communicate About Customer Experience. Ask your employees for examples.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. Let’s look at the EX, which is the Employee Experience. The EX is part of the culture. It starts with how leadership wants their employees to feel about working for their company. Every week she has “video time.”

Employee Experience 97

Employee Experience Hotels Video Culture 97

CX Journey

JULY 27, 2017

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Employees change. Watch the video, and you'll understand his classifications. Link to video You're welcome! Companies change. Well worth the 20 minutes!

Policies 146

Policies Innovation Video Employee Experience 146

Qualtrics

JULY 24, 2020

What makes some organizations synonymous with great company culture, while others fall below the fold? We took a closer look at the intricacies of building and sustaining company culture, plus the companies that have engaging cultures – and why. Company culture permeates through every fiber of an organization.

Culture 26

Culture Company How To Employee Experience 26

CX Journey

JULY 12, 2018

Image courtesy of Pixabay A fish rots from the head down - and so does your culture. That's how cultures are created. That's how cultures are sustained. That's how cultures are transformed. Culture is like the wind. And only then does culture become "how employees act when the CEO isn't looking."

Culture 92

Culture Customer Centricity Leadership Employee Experience 92

Russel Lolacher

AUGUST 1, 2022

So many questions, especially its impact on the employee experience. So I want to get into that, but but I can’t, because I have to ask you another question first, which is, what’s your best or worst employee experience? What can’t be done with a checklist is the culture piece. Stephanie Cadieux.

Government 98

Government Culture Employee Experience Video 98

CX Journey

AUGUST 9, 2016

According to the video below from Gregersen's talk at the SAP Executive Summit , there are two main things that all disruptors do: They think differently. Gregersen explains in the video, but at a high level. Link to this video We cannot solve our problems with the same thinking we used when we created them. I disagree.

Culture 80

Culture Video Employee Experience Innovation 80

Doing CX Right

MAY 30, 2020

A key component is creating a company culture where employees love their job. We dive deep into best practices related to employees experiences, effective leadership, and related topics that impact customer experiences. What is wrong with the way people currently think about customer experience.

Customer Experience 52

Customer Experience Employee Engagement Leadership Video 52

Experience Investigators by 360Connext

MAY 19, 2020

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. This same idea can also apply to employees. Click To Tweet.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

TechSee

AUGUST 14, 2023

She works with business leaders to work out how to weave the customer into their already established cultures. ​ Follow on LinkedIn Nick Glimsdhal, Director at Contact Center Solutions Nick is a Senior, Account Executive at VDS, a leading provider of cloud contact center solutions that transform customer and employee experiences.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ClearAction

FEBRUARY 13, 2023

This customer experience course is an actionable overview for making CX a team sport company-wide. It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. It makes your CX team indispensable.

Sports 71

Sports Customer Experience Handbook Case Study 71

Forrester's Customer Insights

JUNE 2, 2020

Behind the backdrops of our endless video calls, we’ve been juggling unexpected incursions from children, pets, and other household activities. It’s been more than two months since corporate America’s unexpected leap into the deep end of the remote work pool.

Culture 61

Culture Video Employee Experience Customer Experience 61

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

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? A joyous and motivated team is the heartbeat of a business.

Customer Experience 96

Customer Experience Net Promoter Score Customer Satisfaction Innovation 96

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Underlying employees’ willingness to converse openly is a solid foundation of trust in the organization and the entire work environment.

Culture 26

Culture Communication Multi-Channel Feedback 26

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

Customer Bliss

OCTOBER 25, 2018

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. He mentions that each of their areas of ministry had a heart for guest experience and wanted to implement a change.

System 162

System Hospitality Customer Experience Guest Experience 162

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. Pulling together all of this, you create your customer experience strategy.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62