ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. A customer-centric organisation.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Qualtrics

DECEMBER 6, 2018

There are more than 12 tracks including talent market analytics, belonging and culture, leadership and change, and HR/Business enablement. HCI Employee Engagement Conference. Who should go: HR leaders who focus on employee engagement and retention. The Conference Board Employee Engagement and Experience Summit.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

Michelli Experience

MAY 18, 2016

In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! Most leaders and frontline workers are trying to determine what it takes to engage Millenials (the group born somewhere between 1980 and 1996).

Competitive Advantage 113

Competitive Advantage How To Employee Engagement Study 113

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Leaders’ people skills inspire and engage or de-motivate the teams.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If there is a high percentage of employees who report a lower level of engagement after 90 days, what does that tell you? Invest in your employee’s positive emotions. In an ideal employee journey map, those are represented. How often is this employee persona getting training, communication, and recognition?

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

ShepHyken

APRIL 25, 2023

So, are you an employee who’s willing to share your ideas with leadership? Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Or are you an executive who’s willing to listen? Connect with Shep on LinkedIn.

Insurance 103

Insurance Customer Service Training Meeting Leadership 103

Michel Falcon Experience

JANUARY 16, 2020

This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. Do you have plans to host a customer journey mapping workshop this year? Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Qualtrics

MAY 21, 2021

“Engagement is a point in time metric,” explains Brian Jefferis, Talent Management Senior Analyst, Nebraska Medicine. There’s a short lifespan – or half-life – for engagement data as it relates to its ability to predict on a variety of KPIs. Moving from point-in-time to ongoing engagement monitoring.

Engagement 26

Engagement Employee Engagement Case Study Survey 26

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. During the pandemic, leadership had to adapt to remote work arrangements. This generational divide contributes to the ongoing debate about where work should take place.

Leadership 96

Leadership Transportation Culture Contact Center 96

SurveySensum

MARCH 5, 2024

In essence, employee feedback is not just a box to check; it’s an imperative that fuels communication, empowerment, improvement, team dynamics, and organizational alignment. It’s what keeps the workplace engaging, interesting and thriving! Launch employee feedback surveys right away!

Culture 52

Culture Feedback Survey Employee Engagement 52

Experience Investigators by 360Connext

JUNE 23, 2020

7 Ways to Turn Customer and Employee Empathy into Action. An organization I worked with had “active listening” as a desired competency for employees. This meant that when employees engaged with one another, they were empowered to positively reinforce active listening behaviors. To… Click To Tweet.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Totango

DECEMBER 23, 2021

When employees are burned out, they are less motivated to perform and more likely to leave. Decreased productivity, a high turnover rate, low engagement, and employees with poor mental and physical health all lead to heavy financial burdens for companies. Poor Employee Engagement.

Customer Success 99

Customer Success Financial Exercises Customers 99

Gainsight

DECEMBER 7, 2022

As a company, TD has encouraged employees to hold 20-to-25-minute meetings vs. 30-minute time blocks, and “We practice well-being by taking screen breaks or walking meetings,” Hu says. As a leader, it’s important that I practice what I preach because everyone needs support from leadership when finding work-life balance,” he explains. “I

Meeting 52

Meeting Video Guidelines Banking 52

Experience Investigators by 360Connext

MAY 20, 2015

Keynotes, Coaching and Executive Workshops. Their leadership team is made up of people who are working together and leaving egos at the door. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Schedule a Touchpoint Discovery Workshop or let our Customer Experience Investigation™ team micromap the journey. Consulting Speaking Workshops/Training Webinar Work with us Guest blogging Other Your Message *. Need help uncovering the broken parts of your SaaS experience? Company What can we help you with?

Customer Journeys 110

Customer Journeys Software Consulting Hotels 110

Experience Investigators by 360Connext

NOVEMBER 26, 2019

But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity. Employees get burned out on constant complaints or commands from leadership. ” And it’s no walk in the park for enterprise-level companies I work with.

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

Experience Investigators by 360Connext

MARCH 24, 2015

Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping. Blog Customer Experience Featured Opinion Recent News brand image Conference data innovation leadership speaking' There are ways to do this without risking anything. Data can’t always tell you what’s in store.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. Have them to lead the workshops. This shows support and allows leaders to listen for employees’ concerns, ideas and outcomes. Don’t have leaders merely attend.

Training 61

Training Culture Leadership Tools 61

Customer Guru

AUGUST 8, 2018

She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Chip Bell Follow @ChipRBell. Don Peppers Follow @DonPeppers.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Russel Lolacher

JANUARY 12, 2021

” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. “Tear down silos!” ” “Let’s silo smash!”

Employee Engagement 59

Employee Engagement Culture Innovation Communication 59

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. CX Training & Engagement. It’s a hot topic.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Strativity

NOVEMBER 21, 2019

It’s not necessarily that your senior management and leadership team isn’t plugged into your customer experience, but they likely aren’t experiencing it in the same way as your more directly customer-facing team members. Want to know what’s going on in the kitchen? Ask the sous chef or the dishwasher.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

Customer Bliss

DECEMBER 13, 2016

High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial). Established correlations between employee engagement and financial prospertity. Cross-functionally workshopped the actions. That’s from his LinkedIn, which can be found here. Assessing The Role And Work To Be Done.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

Michel Falcon Experience

MARCH 10, 2019

As leaders, we generally make it hard on ourselves to manage our employees and the outcome is a poor experience for our team members which negatively impacts their perception of you as their leader and paralyzes their morale and performance. I’ve come a long way in my leadership ability to manage a team.

Tips 112

Tips Management Culture Meeting 112

Integrity Solutions

AUGUST 24, 2022

While online training and workshops can be effective delivery mechanisms for information and knowledge, the real impact only comes when you’re able to turn that knowledge into daily behaviors. As you review progress toward goals, focus in on the degree to which the person is engaging in the activities and where there might be gaps.

Training 90

Training Sales Strategy Study 90

CX Journey

SEPTEMBER 1, 2015

Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! These maps must be created in the employee voice and validated by employees. Remember, people buy from people.

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

CX Journey

SEPTEMBER 8, 2016

So how do we ensure that our employees are happy, engaged, and having a great experience? When you implement a formal program to listen to employees, the initiative is referred to as Voice of the Employee (VoE). I conducted an employee journey mapping workshop for a small retailer. We ask them.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

SurveySparrow

MAY 28, 2021

Such a process would improve employee performance and engagement for the better. (b) b) Improve Employee Performance With Better Communication Tools. Coupled with the latest technology and communication tools, indeed employees would have efficient communication. Always encourage continual employee learning.

How To 52

How To Employee Engagement Culture Feedback 52

Integrity Solutions

APRIL 20, 2023

But all too often, they and their employees end up frustrated with the results. When I ask workshop participants what they think the issue might be, the most popular response is: fear of failure. Encourage the practice among your employees as well. Highlight specifically what they did and what they’ve accomplished.

Sales 73

Sales Training Culture Engagement 73

Experience Investigators by 360Connext

JULY 21, 2016

We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a […]. The post Touchpoint Mapping: Discovery, Enlightenment, and A-HA!

Touchpoint 110

Touchpoint Customer Journeys Consulting Customer Experience 110

One Millimeter Mindset

MAY 26, 2020

Babette Ten Haken’s One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines. So you build trust and lead to retain employees and clients.

Exercises 114

Exercises Communication Measurement Tools 114

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.”

Guidelines 60

Guidelines Exceptional Customer Service Policies Leadership 60

Wootric CX Blog

FEBRUARY 14, 2019

She has experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience – so that, together, they can design a better experience for all constituents. Why we love Annette: She’s the Founder and CEO of CX Journey Inc.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Russel Lolacher

JANUARY 23, 2023

In 2021, she spoke at the White House Leadership Development Program’s session on Creating Culture of Care in our Pandemic-Weary Workforce.” And here’s a Jen Fun fact, in 2021, she spoke at the White House Leadership Development Program session on creating culture of care in our pandemic weary workforce. Hello, that hits home.

Connections 52

Connections Leadership Culture Groups 52

Strativity

JANUARY 15, 2020

When CX Design Meets Employee Activation . Many organizations have conducted journey mapping and future state design workshops, they’ve developed a CX vision and mission and even launched VOC programs…, but the moment of truth is employee mobilization (or activation). They’re managers of KPIs, not leaders of people.

Consulting 52

Consulting Multi-Channel Automotive Customer Journeys 52