Remove Customer Change Remove Employee Experience Related Topics

Culture Energy Is The Answer To Your Culture Challenges

Forrester Digital Transformation

Age of the Customer Change Management customer centricity customer experience customer obsession employee experience promotedThere's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.

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Entering The New Normal: How To Safely Bring Your Workforce Back

Forrester's Customer Insights

New Pandemic Management Protocols provide guidance on how to bring employees back to work safely and effectively. Age of the Customer change management employee experience organizational design pandemic security & risk promoted

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The Culture Of An Organization Defines Its Destiny

Forrester's Customer Insights

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. age of the customer change management customer experience strategy employee experience Innovation culture culture change

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The Doctor-Patient Relationship Must Be The Cornerstone Of Your Digital Transformation Strategy

Forrester's Customer Insights

age of the customer change management core tech strategy customer experience management employee experience experience design (XD) healthcare

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The Doctor-Patient Relationship Must Be The Cornerstone Of Your Digital Transformation Strategy

Forrester's Customer Insights

age of the customer change management core tech strategy customer experience management employee experience experience design (XD) healthcareEHRs have decimated physician productivity, while patient satisfaction remains stagnant.

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Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. There’s a New Hire Fail Employees are critical to customer experience transformation success.

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That's How We Do Things Around Here

CX Journey

Have you heard of the Five Monkeys Experiment? It''s not clear if this experiment really happened or not; many refer to it as a fable or parable, but it''s interesting and thought-provoking, nonetheless. In case you haven''t heard of this experiment yet, I''ll introduce you to it. Are we afraid to change? Or afraid of change? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer.

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Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. There’s a New Hire Fail Employees are critical to customer experience transformation success.

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How to drive customer satisfaction with employee coaching

Qualtrics

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. Employee coaching helps drive strong customer outcomes — this not only benefits your people but overall enables a better customer experience. Manager and employee (1:1).

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How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). Here’s a thought — and the answer surely lies here: don’t focus on the score; focus on the customer and the experience. Always keep tabs of changing customer needs.

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Customer Experience and the Bottom Line

CX Journey

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

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Creating a Sales Mindset in Customer Service Settings

Integrity Solutions

From customer service to marketing to product development, the job of selling is no longer confined to those people working within the sales organization. And that’s a shame, because true sales professionals create immense value for their customers. Changing Mindsets About Sales.

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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

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 customerschanging needs.” The author had several suggestions for building customer-centricity. These included getting C-level executive, customer-facing employee, and middle manager buy-in. Customer-centricity, in short, is not pervasively ‘people first’. This often begins with employees.

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Six Near-Universal CX Problems… And Six Solutions to Overcome Them

Experience Investigators by 360Connext

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” ” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the actual experience they were providing. The formula for success often didn’t even require gathering customer feedback, let alone responding to it. Change is hard for humans.

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Complacency or Innovation: You Decide

CX Journey

It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer experience metrics. But it got me thinking beyond metrics to the broader customer experience.

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Adjusting your CX program to deal with COVID-19

Qualtrics

As Experience Management (XM) professionals, you can play an important role in helping your company weather the storm. To support your organization in navigating these changing times, you will need to adjust your XM efforts. Five Principles For Making Changes To Your XM Program.

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