CX Journey

JUNE 17, 2019

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. Ultimately, it’s all on leadership.) Employees have to come first.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Hear inspirational stories and thought leadership that will give you plenty to take back to your organization. What’s new in EX?

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

ClearAction

FEBRUARY 13, 2023

Even the entertainment and end-to-end fan experience are highly coordinated orchestrations. In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. FREE MODULE The post Leading Customer Experience as a Team Sport appeared first on Experience Leadership.

Sports 71

Sports Customer Experience Handbook Case Study 71

Experience Investigators by 360Connext

JANUARY 5, 2021

As companies move from thinking about customer experience objectives to acting on them, they need to turn generalized well-wishes into specific strategies, plans, and disciplines that will define their “way.” It’s easy to TALK customer experience. Creating standards to ensure governance around what’s most important.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Yet, customer experience is often seen as a “soft skill” or something that’s nice to have but not really necessary. It’s a strategy – CX provides business outcomes. There’s no shortage of data to show why an investment in customer experience strategy is worth it. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CX Journey

FEBRUARY 27, 2015

If company leadership isn''t on board with focusing on the customer, then forget it; it won''t happen. Oh sure, you might have localized or departmentalized efforts, but those will be silo''d efforts that translate to silo''d experiences for the customer. CX Strategy refers to your approach to delivering a great customer experience.

Customer Experience 80

Customer Experience Government Customer Journeys Customer Centricity 80

CX Journey

JANUARY 31, 2018

John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Here are the fundamental steps - or pillars - to successful customer experience change management. Develop a governance structure. And establish the burning platform.

CEM 164

CEM Management Government Culture 164

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. It’s the foundation of a differentiated customer experience and employee experience. But … The value of a purpose-driven strategy hasn’t always been obvious in B2B.

B2B 122

B2B Brands Innovation Government 122

CX Journey

JUNE 17, 2019

” 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. Ultimately, it’s all on leadership.) Employees have to come first.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders. Ease of Work.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Think Customers

FEBRUARY 16, 2021

To offer customer experiences that are truly effortless, companies must develop a deep understanding of their customers’ unique journeys; successful ones then will use that knowledge to orchestrate interactions across any channel customers may choose. This will help keep the strategy unified and keep everyone moving toward a common goal.

Customer Journeys 52

Customer Journeys Self Service Contact Center Omni-Channel 52

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’

Culture 83

Culture Company Customer Centricity Travel 83

Customer Bliss

NOVEMBER 29, 2016

Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – the result is: true paradigm shifts, sustainable change and the achievement of overall business objectives. Leadership engagement.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

CX Journey

OCTOBER 5, 2015

If company leadership isn't on board with focusing on the customer experience, then forget it; it won't happen. The rest of the executive leadership team must then jump i n line and support that directive by championing the message (and subsequent initiatives) throughout their or ganizations. From everyone. What's next?

e-support 80

e-support Leadership Government ROI 80

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. What is your company doing to make your frontline employees competent?

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success. You did this by formal and informal communication strategies.

Resources 369

Resources Customer Journeys Video Strategy 369

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. Which is what your strategy moving forward is based upon.

Government 121

Government Conference Communication Employee Experience 121

Maz Iqbal

OCTOBER 10, 2014

As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences. Is it enough just to get the marketing, HR operational folks and let them cook up customer and employee experience excellence?

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

CSM Magazine

DECEMBER 28, 2021

So, it makes sense that focusing on the heartbeat of the organization – the employees – is more important than ever to keeping customers happy and contributing to the success of the organization. That is where employee engagement comes into the picture. Why employee engagement is important to the customer experience.

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Bold360

MARCH 5, 2020

Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. This provides better governance and less risk.

Culture 59

Culture Employee Experience Insurance Government 59

SurveySparrow

DECEMBER 27, 2021

Human capital measurement and governance. The focus of main stakeholders on human capital measurement and governance will continue to grow in importance in 2021. Organizations will be more focused on environmental, societal, and governance issues which will be linked to business goals too. Future leadership.

Trends 52

Trends Policies Government Survey 52

Experience Investigators by 360Connext

JANUARY 10, 2023

Customer experience (CX) is seen as not just a department or idea, but the WAY you do business. . It started with a plan – including immediate foundational steps to take, evolutionary growth, and longer-term strategies for continued success. You did this through formal and informal communication strategies. How did this happen?

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

CX Journey

FEBRUARY 19, 2019

Strategy, meet execution. Holistically, you've got to ensure the following big picture items are in place as part of your customer experience strategy. Create the CX vision (and then the strategy to implement it). Recognize and reward milestones and successes. Measure and monitor. Be a change leader.

Culture 88

Culture Government Metrics Analysis 88

Bold360

MARCH 16, 2020

Over the next few weeks, it will be critical to take an agile approach to your customer experience strategy and planning to adjust in real-time to every changing need of your customers and employees. A great first step to address is enabling employees to work from anywhere and empowering them to get the information they need.

Self Service 59

Self Service Customer Experience Contact Center Policies 59

CX Journey

FEBRUARY 19, 2019

Strategy, meet execution. Holistically, you've got to ensure the following big picture items are in place as part of your customer experience strategy. Create the CX vision (and then the strategy to implement it). Recognize and reward milestones and successes. Measure and monitor. Be a change leader.

Culture 80

Culture Metrics Government Analysis 80

Pink Guava

FEBRUARY 16, 2022

The whole premise of Cx is based on understanding the consumer expectations and defining your strategy around them. Cx philosophy lays a lot of importance on how employee experience strengthens the overall customer experience. Cx program and its governance are no different.

Leadership 19

Leadership Loyalty Government Metrics 19

Qualtrics

APRIL 6, 2020

In just 3 weeks we’ve seen more than 6,000 organizations launch more than 14,000 projects on our 10 XM Solutions to assist companies, governments, healthcare systems, and educational institutions move forward during this difficult time. Our strategy for keeping connected with volunteers during this time is simple. A lasting strategy.

Connections 42

Connections Sports Healthcare Feedback 42

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.

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. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

FEBRUARY 18, 2020

Check out our guide to the must-see sessions for government and public sector organizations at X4. There are stories of XM in action, thought leadership from the best in the business, and much, much more. Take a deep dive into XM in government. World-class thought leadership. Employee Experience - 16:00 // Weds, March 11.

Government 29

Government Leadership Roadmap Culture 29

Kustomer

SEPTEMBER 17, 2020

She notes that while most CX tactics and strategies are focused on rationale, logic, and the process that the customer goes through, the most important and effective strategies involve the emotions of the customer. Data, effective strategies, and measurable company growth can come from a study of the effects of emotion.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

Russel Lolacher

OCTOBER 3, 2022

What is the worst or best employee experience you’ve ever had? I think for the first time we are talking and quiet quitting to me is basically employee experience /employee engagement, right? So assuming you have a strategy. What’s the leadership? Maureen McCann. So I left the worst.

Exercises 98

Exercises Culture Employee Experience Employee Engagement 98

SurveySparrow

JUNE 1, 2023

Organizations are increasingly realizing the benefits of feedback in encouraging employee development, growth, and collaboration in the rapidly evolving workplace. However, these surveys gather feedback from board members, shareholders, and other stakeholders to ensure strong governance and strategic decision-making.

Feedback 52

Feedback Leadership Survey Employee Engagement 52

Qualtrics

FEBRUARY 18, 2020

There’s stories of XM in action, thought leadership from the education institutes leading the way in XM, and much, much more. World-class thought leadership. Take your XM program to a new level with world-class thought leadership. XM leadership - taking the whole company with you. What’s new in XM?

Omni-Channel 29

Omni-Channel Government Leadership Measurement 29

Russel Lolacher

JUNE 27, 2022

So why don’t we start with and I asked all my guests this, what’s your best or worst, you can pick one or the other employee experience you’ve ever had? Culture is you’re really is really your only true retention strategy. I like to start high and then just go deep from there, Eric. Eric Chester.

Culture 52

Culture Employee Experience Multi-Channel Course 52

Qualtrics

APRIL 7, 2020

But right now, HR professionals and leaders alike are pivoting back to the basics of managing core psychological and safety needs of employees. That said, even organizations with well-established employee-listening programs are grappling with how to pivot how they listen to employees and act of feedback during times of disruption.

Tips 42

Tips Feedback Leadership Connections 42