Engaging your people with CX: Introducing the Customer Experience Game

ijgolding

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. Being able to influence and engage people at all levels of the business to understand the role they play in managing CX is a core competency of anyone working in the profession.

Contact Center Agent Training: Key to Engagement and Customer Experience

NICE inContact

We’ve all heard it a hundred times before – “Happy agents make happy customers.” And it’s become a contact center mantra for good reason – a recent Gartner Survey indicated that 86% of customer experience execs point to Agent Experience (AX) as the single greatest factor impacting CSAT! Advantages of the Cloud Agent Engagement Call Center Best Practices Customer Experience

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Focus On Employee Engagement, Not Employee Experience

Experience Matters

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. CCXP1 Customer-Centric Culture Customer experience Employee Engagement

How Employee Engagement Reinvigorates the Customer Experience

MaritzCX

Employee Engagement Creates Value in the Workplace According to the Business Roundtable, “investing in employees” was the second highest priority among 181 CEO’s of the world’s top organizations. “It’s It’s the only way to be successful over the long term,” said Chase CEO and Business Roundtable Chairman, Jamie Dimon. This consensus among business leaders is further. View Article. General

[Live Webinar] Creating Delightful Customer Education Programs that Drive Business Outcomes

Speaker: Daniel Quick, Head of Customer Education, Asana

Every day, customers are faced with a multitude of different, often competing, priorities and your training program is no exception. It’s critical that both your content and your learning experience are highly engaging. In this Skilljar webinar, Daniel Quick, the Head of Customer Education at Asana, will share how he brings his background in game design into Customer Education, and help you do the same.

The Engaging Power Of Employee Feedback

Experience Matters

” In the report, Employee Engagement Competency & Maturity, 2018, we found that only 40% of executives within large organizations put a high priority on taking action based on Read More. The post The Engaging Power Of Employee Feedback appeared first on Experience Matters. Customer experience Employee Engagement EX - Employee ExperienceDoes your organization listen to its employees? I mean, really listen and act on what they say.

Customer Engagement: a masterclass from United Biscuits

ijgolding

Over the years, I have told a fair number of horror stories to help others learn about the importance of Customer Experience – to the customer, the employee and the shareholder. When I teach others about the Customer Experience profession, I am often asked if anyone is actually any good at it. I called the customer service team who were great. Engaging both mummy and son is intentional and very, very sensible.

How to Choose a Customer Engagement Model

Totango

Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications. What Is Customer Engagement?

You Want Engaged Employees? Ignite Mastery

Michelli Experience

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and. Mastery. In essence, ample research shows that people will give maximal effort when they believe their effort will make a purposeful difference when they are given some level of control over the task or timeline for completing a project, and when they are provided the chance to grow and master new skills.

How Visual Engagement Tools Can Streamline Online Banking Experience

CloudCherry

Online banking has been transforming customers’ behaviors, expectations, and needs. It’s because it provides a more comfortable life for the customer, which is what they want precisely. Customers want to have a smooth execution of banking transactions with just one click or one touch rather than wasting their time waiting in line. Developing efficient visual engagement tools is a huge help for banks to push more towards successful customer engagement.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

HR Execs: Wake Up To Employee Engagement!

Experience Matters

In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. CCXP1 Customer-Centric Culture Customer experience Employee EngagementLet me start by saying that HR execs are missing a big opportunity.

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? So my team and I embarked on a mission to exhume the real nuts and bolts of engagement. focuses employees at all levels on the customer, and 3.

Workforce Engagement Management 101 - The Who, What, Where, When, Why and How of Contact Center WEM

NICE inContact

What's a good way to improve customer experience (CX), satisfaction, and loyalty? Start by increasing employee engagement. Organizations with highly engaged employees can typically expect higher productivity, quality, and employee retention.

The Experience Economy’s Joseph Pine on Actionable Ways to Engage Customers

Experience Investigators by 360Connext

The Experience Economy , written by B. It painted a picture of how experience could be a driver in business in a way that nobody was talking about 22 years ago. “We are now in an Experience Economy where experiences have become the predominant economic offering that people prefer — experiences over things.” On the Latest Edition of The Experience Economy. So the latest version talks about: How time is the currency of experiences.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity

Engagement Experience fuels Customer Experience

One Millimeter Mindset

The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Or, is the quality of the engagement forceful and overwhelming? Either way, engagement experiences bias current and future customers, for better or for worse.

CX Competency: Employee Engagement (Video)

Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies.

The Ultimate Guide to Customer Engagement

SmartKarrot

Sometimes, delighting customers and asking them for frequent purchases, is not enough. You should be constantly striving to work on relationships that foster customer engagement. Here in this post, we will walk through everything you need to know about customer engagement.? .

Employee experience during COVID: Unlocking better engagement

Lenati

Employee experience has been upended by COVID. At the start of the pandemic, organizations were forced to fast-track flexible work arrangements, and many made rapid adjustments to employee experience for […].

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

From a Good to a Great Website: 9 Ways to Engage More Successfully

C3Centricity

What makes a website great for your customers? What makes a website great for your potential customers? One that encourages current and potential customers to both see and engage with your content. It is “The 7 essentials of Customer Centric Websites.” It starts with technology and also includes company rather than customer priorities. But you, fellow customer centricity champions, know that everything should start with the customer!

Report: Engaging A Tethered Workforce

Experience Matters

We just published a Temkin Group report, Engaging A Tethered Workforce. Here’s the executive summary: Companies across a number of industries create and deliver customer experiences (CX) through a combination of traditional employees and other workers who they do not directly control – such as contractors or employees of channel partners or outsourcing partners.

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5 Ways to Keep Contact Center Agents Engaged

Upstream Works

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction.

These 15 IVR System Design Tips Will Take Your Results from Customer Enragement to Customer Engagement

NICE inContact

Does your gatekeeper welcome everyone in with little friction, or is your IVR system more like the troll under the bridge, barring the way until customers answer the riddles correctly? Interactive voice response (IVR) systems are the gatekeepers to the contact center.

System 156

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Confronting Your Customer Engagement Strategy Challenges

Experience Investigators by 360Connext

The Retail Trends Report from Retail Customer Experience is full of valuable insights on both consumers and retailers and how they’re feeling about the way we are shopping today. Customer engagement. I find the operational “challenge” of customer engagement particularly telling. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively.

Five I’s of Employee Engagement (Video)

Experience Matters

Employee engagement is one of Temkin Group’s four CX core competencies. This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent. Also, check out our Employee Engagement Resources. Customer experience Employee Engagement

Report: Employee Engagement Competency & Maturity, 2018

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years.

Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience

eglobalis

Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity.

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Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.

A Customer Engagement Hub in Less than Three Weeks

NICE inContact

Three weeks to a future-proof customer engagement hub? Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks. . To support their next-generation marketing program and amplify innovation, Aetna Medicare Transition Services replaced their old on-premises infrastructure with the NICE inContact cloud customer experience platform and SpiceCSM.

How Costly Is It?to?Not Engage Customers??

Experience Investigators by 360Connext

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. There was a joke of how to save yourself if you had drifted off and were lost when someone asked you to engage in the conversation. A customer isn’t a customer until they purchase something from you, right?

CX Competency: Employee Engagement (Video)

Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […].

The Human Side of Employee Engagement

Experience Matters

As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. It’s one of our Four CX Core Competencies and a critical component of a customer-centric culture. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […]. CCXP1 Customer-Centric Culture Customer experience Employee Engagement

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

eBook: 15 Tips for Engaging Employees

Experience Matters

In honor of CX Day , Temkin Group is publishing a free eBook: 15 Tips for Engaging Employees. It is impossible for an organization to deliver a great customer experience without an engaged workforce. Best Practices Customer experience Employee Engagement Temkin Group ResearchHere’s the executive summary: .

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