Experience Matters

DECEMBER 18, 2018

To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. It was a great exercise. And the trends they shared Read More.

Trends 260

Trends Exercises Employee Experience Course 260

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Business owners need to treat their employees how they would like them to treat customers.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Experience Investigators by 360Connext

FEBRUARY 23, 2021

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

ShepHyken

JUNE 27, 2023

That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant?

Exercises 120

Exercises Touchpoint Customer Service Training Customer Service 120

CSM Magazine

MARCH 28, 2024

Organize Team-Building Activities Team-building exercises can enhance cooperation and reduce tensions. It’s also a fun way for employees to connect outside of work-related tasks. Employee Well-being is Working Implementing these initiatives can make a significant difference in the health and happiness of your contact center staff.

Contact Center 52

Contact Center Call Center Exercises Resources 52

Comm100

FEBRUARY 6, 2023

Self-service is fast, is available round the clock, and provides a consistent experience. To deliver the perfect omnichannel experience, you must perfect both your digital and traditional CX. Your employees, especially your customer service representatives, are some of the closest people to your customers.

Financial 192

Financial Trends Self Service Customer Experience 192

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For the employee experience, tool selection for the modern world of work is equally important.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

SurveyGizmo

MAY 28, 2020

As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal. The Employee Engagement Solution: An HR Success Story. At SurveyGizmo, the employee experience is at the core of everything we do.

Employee Experience 98

Employee Experience Employee Engagement Rewards Programs Culture 98

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. If they don’t — if daily employee experiences feel misaligned with the company’s Customer Experience Mission — the result is a cynical culture and poor results all around.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

ShepHyken

JANUARY 15, 2024

” His books, Getting Physical: How to Stick With Your Exercise Program , Invent Business Opportunities No One Else Can Imagine , and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions , are available on Amazon.

Sports 78

Sports How To Exercises Culture 78

CX Journey

DECEMBER 31, 2015

I will solicit executive commitment and buy-in to focus on the employee experience I will solicit executive commitment and buy-in to focus on the customer experience I will clearly define our CX vision and strategy I will ensure we have a governance structure in place I will assess the current state of our culture and employee experience I will assess (..)

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Exercises 80

Playvox

JANUARY 5, 2022

Agent engagement refers to an employee’s mental and emotional connection to your company. According to SHRM , it also includes an employee’s willingness and ability to contribute to the company’s success. But exercise moderation when it comes to on-camera meetings. Communicate Consistently and Clearly. Equip Your Team.

Contact Center 72

Contact Center How To Fashion Gamification 72

ClearAction

NOVEMBER 11, 2022

Career: patience, mentor and guide to employees and colleagues, purpose in work, valued and embedded in your work organization, less stress/turnover. Health: better sleep, lower blood pressure, likely to exercise, better recovery and overall physical and psychological health.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Calabrio

MAY 10, 2019

This is a great one to pair with a later session, Workshop: Creating a Customer Experience Strategy, where Michael Chiu will join Ed Thompson, Distinguished VP Analyst at Gartner, to facilitate exercises to help you develop a customer experience strategy at your company. Thursday, 23 May 10:45 am.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

CSM Magazine

NOVEMBER 4, 2022

To adapt and excel, companies must now think beyond specific customer interactions and engagements, toward an experience that meets customer needs and expectations holistically. We all must envision the Total Experience (TX). Evaluate your current business architecture/operating model with brutal honesty.

Strategy 52

Strategy Touchpoint Exercises Employee Experience 52

CX Journey

JULY 23, 2015

Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times? Let's face it: mergers and acquisitions are hard for everyone living through them, employees and customers alike. As a matter of fact, those efforts are more crucial now than ever.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Employee Experience 80

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport has a true-false quiz for each module, whereas the CCXP Exam Course has 275 multiple choice questions and module-specific workbooks with Topic Exploration, Application, and Mastery exercises. Almost-automatic CX excellence means preventing issues for customers consistently.

Sports 71

Sports Customer Experience Handbook Case Study 71

CX Journey

JUNE 27, 2018

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Map their journeys to understand the current state of the experience. These are all critical learning exercises. Characterize. Research your customers.

Exercises 126

Exercises Customer Experience Professionals Customer Experience Company 126

CX Journey

MARCH 16, 2017

There are a lot of folks in this position, and I think it's a worthwhile discussion/exercise. I'll list a few, and I'd love to get your thoughts in the comments below on what else we could do/add to the list. They just need to do the work and put in the time. What else would you add to the list above?

Exercises 112

Exercises Culture Policies Employee Experience 112

CX Journey

JULY 19, 2016

While they are (lean) management principles/concepts, they apply not only to the employee experience but also to the customer experience. I've watched a lot of episodes of Undercover Boss, and it really does baffle me that executives have no idea what their employees do. Experience it all.

Leadership 80

Leadership Exercises Employee Experience Customer Journeys 80

SurveySparrow

FEBRUARY 21, 2021

But surely, since we have more time now, can we not use that extra time for exercise. Employees found themselves working beyond their regular hours of work, blurring the line between work and home. Many of us might have utilized our workplace’s onsite gym or exercise classes as a means of staying active.

Exercises 52

Exercises How To Survey Conference 52

One Millimeter Mindset

DECEMBER 15, 2020

Next, we conduct the forensic portion of this exercise. Next, attendees are perplexed about why this exercise is so difficult for them. Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. First, they create top-of-mind lists of internal clientele they serve.

Exercises 88

Exercises Innovation Leadership Report 88

CSM Magazine

FEBRUARY 3, 2022

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. Ideally, conduct the exercise with other people – think of everyone who is affected by or can influence customer journeys. 5 ways to banish complexity. About the Author.

Customer Journeys 52

Customer Journeys Analytics Exercises Employee Experience 52

ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Specifically designed for vice presidents, long-time experience managers, certified professionals (CCXP, FCXP, etc.), Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

CX Journey

SEPTEMBER 1, 2015

There is a clear and solid linkage between the employee experience and the customer experience that is solidly supported by data and statistics. Too many executives have the mindset that they'll focus on the employees and their experience "later." Develop employee personas. So where do you begin?

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

CX Journey

OCTOBER 1, 2015

It’s also - rather, especially - true for your customer experience transformation efforts. And yet, I’ve seen folks dive into mapping exercises only to get stopped in their tracks because they hadn’t done two crucial things before they got started: (1) they didn’t identify the objectives for the map, and (2) they didn’t define its scope.

Customer Journeys 80

Customer Journeys Touchpoint Exercises Employee Experience 80

SurveySparrow

OCTOBER 27, 2021

Employees are taken to an external assessment center to participate in social exercises (like group tasks, simulations, role-playing, etc.). Design the social exercises and choose a rating method. Use the reviewers to conduct the exercises and note strengths and weaknesses. Want to enhance your employee experience?

Exercises 52

Exercises Examples Feedback Effort Score 52

Forrester's Customer Insights

MARCH 18, 2020

A recent debate on Twitter surrounding the ethics of organizations using COVID-19 as a theme for phishing exercises sparked our interest, since it relates to our coverages areas and prior work experience. In one of Brian’s prior jobs, he conducted the phishing exercises for the employees of one of the larger security companies.

Exercises 52

Exercises Company Employee Experience 52

CX Journey

NOVEMBER 17, 2015

Stakeholder involvement means that we can ensure that each touchpoint has the appropriate individual or departmental ownership assigned to it. Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do. This last point, about validating the maps, is a crucial step when building assumptive maps.

Customer Journeys 104

Customer Journeys Exercises Touchpoint Guidelines 104

CloudCherry

FEBRUARY 28, 2018

Is it a routine exercise carried out for the sake of it? If your end goal is customer delight and higher revenue, then your training programs have to empower employees, maximize their potential and make them constantly push their limits. START IMPROVING EMPLOYEE EXPERIENCE! How do you view training at your company?

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. After initial warm-up exercises, it was interesting to see these volunteers express their customer insight challenges through Lego creations. All in all, it was an engaging day that was clearly popular.

Gamification 80

Gamification Exercises Airlines Customer Insights 80

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Exercises 40

Exercises Culture Employee Experience Study 40

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Exercises 40

Exercises Culture Employee Experience Study 40

Customer Bliss

AUGUST 3, 2018

Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. She even includes several exercises in the book. What a fantastic question!

Culture 244

Culture Contact Center Leadership Employee Engagement 244