InMoment XI

AUGUST 25, 2023

It’s clear that creating memorable experiences can not be overlooked, which means choosing a partner for your CX program is one of the most important decisions you will make for your business. InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm.

How To 260

How To ROI Net Promoter Score Measurement 260

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. With his wealth of knowledge and experience, Chris answered some engaging questions from the audience that I have recapped below.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

Doing CX Right

APRIL 27, 2020

We dig deep into several topics including: Delivering personalized customer experience through a better employee experience. Creating a positive office culture after a crises. What are you doing to maximize employee and customer experiences, especially at a time where peoples’ needs are changing so rapidly?

Conference 52

Conference Culture Employee Experience Interaction 52

Kerry Bodine

JULY 31, 2018

This morning I delivered a webinar called The Business Case for Service Design , part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. I started out by sharing a Venn diagram with my thoughts on the relationship between User Experience, Customer Experience, and Service Design.

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience.

Strategy 0

Strategy Culture Employee Experience Leadership 0

CX Journey

MAY 31, 2018

While customer experience strategies must include a priority focus on the employee experience (i.e., Many companies actually believe that they can improve the customer experience without improving the employee experience. In order to improve both, you must first look to company culture and leadership.

Company 105

Company Culture Employee Experience Leadership 105

CX Journey

MAY 29, 2019

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.”

Culture 145

Culture Employee Experience Leadership Customer Experience 145

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

Talkdesk

JUNE 28, 2016

This week’s topic is the employee experience. What can be done to promote a customer-centric culture in the workplace? Here’s what we found: The Business Case for a Great Employee Experience. She demonstrates that there is a direct link between employee engagement and business outcomes. Click here!

Employee Experience 40

Employee Experience Customer Experience Social Media Employee Engagement 40

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

Qualtrics

MAY 29, 2019

Often the secrets of their success aren’t exactly secret – there are countless books detailing the ways companies and managers have nailed the employee experience. Employee experience is hotter than ever, and new books hit the shelves daily. It Doesn’t Have to Be Crazy at Work. Dare to Lead: Brave Work.

Employee Experience 37

Employee Experience Leadership Culture Innovation 37

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. The new features we're adding this year.

Roadmap 108

Roadmap Management CEM Software 108

Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. According to Branson’s statement about the policy, “ If you take care of your employees, they will take care of your business.”. Let’s take a closer look at the first element.

Employee Experience 60

Employee Experience Customer Experience Loyalty Programs Policies 60

CX Journey

MAY 29, 2019

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.”

Culture 80

Culture Employee Experience Leadership Customer Experience 80

Playvox

FEBRUARY 27, 2024

From recognizing employees to making coaching easier, AI can help improve employee happiness, job satisfaction, and overall well-being, among many other benefits to significantly impact company culture and organizational success. The future of workforce engagement includes integrating AI into your strategy.

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Feedbackly

JANUARY 23, 2024

Employee Experience Driving CX The correlation between happy employees and happy customers is a distinctly clear one. If you keep your employees satisfied and engaged, they will perform their job more efficiently, and ultimately, it boosts customer satisfaction. But it’s not just that.

Trends 52

Trends Customer Experience e-support ROI 52

Confirmit

NOVEMBER 21, 2019

Register to the webinar for your region. North America: 12th December @ 11am EST. Companies are starting to own their employee experience (EX) like never before. When EX and Employee Engagement programs reach a certain stage of maturity, however, companies start to feel boxed in and dissatisfied with the outcome.

Employee Experience 52

Employee Experience Culture Employee Engagement Strategy 52

SurveyGizmo

JULY 27, 2021

Note from the Alchemer Webinar on HR.com. Recently, Alchemer hosted a webinar with HR.com to talk about the challenges of returning to the workplace after 14 to 18 months away. However, 30 percent of corporate leaders worry about maintaining their corporate culture without people in the office. Different Work Models.

Guidelines 98

Guidelines Policies Government Travel 98

Playvox

FEBRUARY 6, 2024

But the truth is, compliance can improve and enhance customer satisfaction and create a quality culture, quality leadership, and quality organization because it forces contact centers to perform better than average. Improved agent performance and employee experience – Your agent experience lays the foundation for your customer experience.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

SurveyGizmo

DECEMBER 18, 2020

A webinar with Alchemer CEO, David Roberts, and VP of Customer Success, Ryan Tamminga. Watch the webinar here. What follows is a summary of the main points, but for the full story you’ll want to watch the webinar. What follows is a summary of the main points, but for the full story you’ll want to watch the webinar.

Customer Experience 52

Customer Experience Trends Employee Experience NPS 52

SurveyGizmo

MARCH 12, 2021

Watching how customer experience has changed and evolved over the past year led us to look at what you can expect in 2021. Alchemer CEO, David Roberts, and Alchemer VP of Customer Success, Ryan Tamminga, discuss how customer experience will change in 2021. Watch the webinar here.? . Trend 1: C ustomer experience will?be

Customer Experience 52

Customer Experience Employee Engagement Trends Employee Experience 52

NICE inContact

OCTOBER 10, 2018

Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. Employee Experience (EX) – How employees perceive their total interactions with an organization. Even easier to calculate is the impact of a diminishing customer experience on revenue.

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

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

CX Journey

JULY 27, 2017

In my webinar last week with CallidusCloud|CX , I talked about nine behaviors of CX Losers. 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. There are more than nine, without a doubt!)

Policies 146

Policies Innovation Video Employee Experience 146

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha shares that transforming culture is actually a responsibility of the CX team as opposed to that of the HR department.

Telecommunications 120

Telecommunications Company Culture NPS 120

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha shares that transforming culture is actually a responsibility of the CX team as opposed to that of the HR department.

Telecommunications 111

Telecommunications Company Culture NPS 111

ECXO

JUNE 6, 2022

We have available 200 digital sets – Subscribe in our CX community [link] or in our ZOOM Link: Register in advance for this webinar: [link] After registering, you will receive a confirmation email containing information about joining the webinar. Who is Joe Pine ? He’s also the ECXO.org co-founder. Join ECXO today.

Consulting 52

Consulting Customer Experience Professionals Innovation Culture 52

ClearAction

JUNE 25, 2023

Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? It’s urgently needed!

Leadership 62

Leadership Touchpoint Course Employee Experience 62

CX Journey

MARCH 31, 2015

Confused by some of the employee experience lingo you''re hearing? A couple weeks ago, I participated in a webinar with Kyle Antcliff of Intradiem. We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. What is Employee Morale ?

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

Think Customers

JUNE 8, 2020

Thankfully, customer experience futurist Blake Morgan brings more clarity in her latest webinar, Accelerating Digital Transformation to Enable Effortless Experiences. In this webinar hosted by TTEC, she identifies what approaches companies need to consider to deliver a more manageable, faster, and human digital experience.

Strategy 59

Strategy Customer Centricity Culture Technology 59

Russel Lolacher

MAY 1, 2023

In this episode of Relationships at Work, Russel chats with culture consultant and wellness counsellor Rita Chand on what bullying in the workplace feels like, looks like and what we can do about it. What’s your best or worst employee experience? Yeah, I mean, I asked, I want to ask culturally as well.

Culture 98

Culture Course Communication Employee Experience 98

CX Journey

MARCH 27, 2019

I'm a fan of including employees in the selection of the core values. It's even more fitting when you see the statistics about how many employees don't know their company's core values. Research from late 2016 shows that only 53% of employees know their employer's core values.

Company 148

Company Culture Communication Metrics 148

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. I''m constantly reminding clients and readers alike that the employee experience cannot be an afterthought.

Company 80

Company Employee Engagement Leadership Employee Experience 80

Qualtrics

AUGUST 21, 2020

You wouldn’t expect results from eating healthy but not getting enough sleep and neglecting your exercise regime, so why take that siloed approach with your employee wellness program? Here’s how to construct a holistic wellness program that meets all of the needs of your employees – and bolsters employee experience in the process.

Culture 26

Culture Company How To Financial 26

SurveySensum

FEBRUARY 14, 2024

Having the right tool is essential as it enables effective collection and utilization of employee feedback, turning it into actionable insights for exceptional employee experience that directly impacts business growth. You’re looking for the best employee experience tools to gather this priceless feedback.

Tools 52

Tools Feedback Analysis Survey 52

SurveySparrow

FEBRUARY 14, 2022

In our recently concluded virtual HR summit, Refine EX, Anisa Aven, the CEO of Turnkey Coaching & Solutions , perfectly started her webinar with this line. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar.

Analytics 98

Analytics Metrics Examples Survey 98