CX Journey

JUNE 17, 2019

But far too many companies aren’t putting employees - and the culture in which those employees work - at the top of the priority list. Employees have to come first. If you are not doing what it takes to improve the employee experience, customer experience transformation efforts will stall - or fail.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

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.

Sales 99

Sales Employee Experience NPS Banking 99

Integrity Solutions

APRIL 13, 2022

This kind of mindset shift will enable everyone within the company to comfortably and confidently adopt a role in selling—and bridging that gap between the two will have a huge, positive impact on the customer experience. Changing Mindsets About Sales.

Sales 52

Sales Customer Service Banking Training 52

Experience Investigators by 360Connext

JULY 24, 2019

Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

Qualtrics

OCTOBER 29, 2019

Your customers play a key role in helping coach your employees and has a win-win effect to help drive voice-of-customer change. Here’s how you can use employee coaching to enable better customer experiences. For example, those you see from the customer care center. Don’t incentivize too soon.

Customer Satisfaction 22

Customer Satisfaction How To eBook Voice of Customer 22

ShepHyken

OCTOBER 27, 2023

Transparent Pricing and Flexible Agreements Customers appreciate transparency in pricing and flexible lease agreements, so be sure to clearly outline the costs involved, including any additional fees for amenities or services.

Customer Experience 56

Customer Experience Sports Innovation Feedback 56

Qualtrics

MARCH 19, 2020

Five Principles For Making Changes To Your XM Program. As you think about making changes to your XM efforts (including Customer Experience, Employee Experience, Product Experience, and Brand Experience), here are some principles to keep in mind: Show humanity. Not necessarily.

Airlines 56

Airlines Metrics Effort Score Survey 56

Forrester's Customer Insights

OCTOBER 4, 2022

Forrester’s recent experiment in hybrid delivery Two-thirds of companies have adopted some form of anywhere-work. A majority have implemented hybrid work, a version of anywhere-work in which employees come into the office at least weekly.

Report 48

Report Company Customer Change Measurement 48

Forrester's Customer Insights

APRIL 20, 2020

New Pandemic Management Protocols provide guidance on how to bring employees back to work safely and effectively.

How To 72

How To Management Customer Change Employee Experience 72

Forrester's Customer Insights

FEBRUARY 1, 2023

Forrester has evaluated 50 European metropolitan regions to help business and technology leaders plug their digital skill gaps.

Technology 26

Technology Customer Change Employee Experience Innovation 26

Forrester's Customer Insights

MARCH 17, 2020

Electronic health records (EHRs) have decimated physician productivity, while patient satisfaction remains stagnant. This has been the disappointing end to the nation’s first digital transformation effort, which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations.

Strategy 38

Strategy Financial Customer Change Healthcare 38

Forrester's Customer Insights

DECEMBER 20, 2019

Corporate culture matters because it provides the framework for what and why employees and managers prioritize business objectives and how they go about executing them. Transformation depends on this adaptive workforce that drives and defines the organization.

Culture 39

Culture Management Customer Change Employee Experience 39

Forrester's Customer Insights

APRIL 20, 2022

There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.

Culture 26

Culture Innovation Customer Change Customer Centricity 26

Forrester's Customer Insights

MARCH 17, 2020

EHRs have decimated physician productivity, while patient satisfaction remains stagnant. This has been the disappointing end to the nation’s first digital transformation effort which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations.

Strategy 26

Strategy Financial Customer Change Healthcare 26