Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 120

Government Customer Experience Management Customer Experience Management 120

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more.

Customer Journeys 97

Customer Journeys Self Service Customer Service Training NPS 97

ShepHyken

AUGUST 8, 2023

For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

SEPTEMBER 2, 2019

(SentiSum) Customer Experience Superheroes are becoming a prominent part of the workforce. Military Intelligence of Customer Experience) we have performed a detailed surveillance of the three supernatural customer experience managers known to us. Follow on Twitter: @Hyken.

Customer Service 87

Customer Service Conference Employee Experience Customer Service Training 87

ShepHyken

MAY 20, 2019

The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together. 20 Ways to Improve Customer Experience Management by Call Centre Helper.

Customer Service 23

Customer Service CEM Employee Experience Fashion 23

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130