Experience Investigators by 360Connext

JANUARY 5, 2021

Creating a culture focused on customers has to start and end with focusing on employees. A culture that aspires to be authentic for customers must live up to that in the employee experience, too. Employee journey mapping and other techniques can be used to really understand where, how, and when to reinforce the mission.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union. Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union. It’s not in her vocabulary.”

Leadership 170

Leadership Consulting Video Government 170

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

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

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Qualtrics

MAY 2, 2019

In November, Qualtrics’ Women’s Leadership Development (WLD), the employee resource group that helps drive gender parity, announced that the group was going to be involved in the SheTech Explorer Day this April. This session started with us asking the young women what leadership meant to them. Lead Like a Boss.

Leadership 40

Leadership Groups Industry Feedback 40

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

Call Experts

MARCH 18, 2021

Too many organizations use disparate, spreadsheet-based systems for employee time and absence tracking. Many organizations don’t think about attendance tracking technology until it is too late. Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. employee ID.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

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. Your purpose should be the north star that guides your customers and employees experience.

B2B 122

B2B Brands Innovation Government 122

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Investments that are directly tied to customer experience might include things like: Customer experience management tools, like customer feedback software or more robust Voice of the Customer (V0C) platforms, Customer Relationship Management (CRM) technology, or investments in customer data centralization.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. This was straightforward, but now unified communications (UC) technology is more than just IP phones and simple features like live chat.

Communication 71

Communication Contact Center Return on Investment System 71

Qualtrics

FEBRUARY 20, 2020

Get the inside track from innovators at the world’s largest and most disruptive tech, media and telecom brands, industry experts, and the world’s experience management leaders at X4 Summit 2020. World-class thought leadership. Get hands on with the technology. XM leadership - taking the whole company with you.

Government 32

Government Employee Experience Leadership Employee Engagement 32

Think Customers

FEBRUARY 16, 2021

To keep up, companies are scrambling to enable more customer experience channels for sales and service. But simply turning on channels or technology isn’t enough. With all this essential information in hand, learn what tools and technology are needed to fill in gaps to orchestrate and accelerate your future-state CX.

Customer Journeys 52

Customer Journeys Self Service Contact Center Omni-Channel 52

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. Thanks for that.

Leadership 98

Leadership Government Employee Experience Innovation 98

Russel Lolacher

NOVEMBER 28, 2022

He’s a former member of the Leadership Council for Government Social Media and member of the board of directors for the Peninsula Conflict Resolution Centre. First question got asked it can’t get around it, which is what’s your best or worst employee experience? I don’t like that feeling.

Culture 98

Culture Connections Leadership Communication 98

Russel Lolacher

AUGUST 1, 2022

So many questions, especially its impact on the employee experience. So I want to get into that, but but I can’t, because I have to ask you another question first, which is, what’s your best or worst employee experience? Oh, accessibility in the workplace. Stephanie Cadieux. Russel Lolacher.

Government 98

Government Culture Employee Experience Video 98

Experience Investigators by 360Connext

OCTOBER 13, 2020

” Proactive CX: Weaving Customer Service Into the CX Leadership. The foundation of customer experience success includes proactive steps like creating a Customer Experience Mission , defining your Customer Experience Success Statement , and following best practices around customer experience governance.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

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

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. How technology and processes support your talent.

Culture 59

Culture Employee Experience Insurance Government 59

SurveySparrow

APRIL 24, 2023

9 business competencies that every entrepreneur should have Communication Networking Leadership Sales Feedback Finances Focus Management Mindset #1. Being persuasive is a big part of being a successful entrepreneur, and it’s a skill that cannot be replaced by technology. #2. Why 360 feedback for leadership development?

Leadership 52

Leadership Feedback Survey Groups 52

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? They’ll tell you.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

SurveySparrow

DECEMBER 27, 2021

It has changed the CHRO’s priorities and forced them to adapt to a remote working structure, including making technological and operational changes overnight. CHROs should proactively seek to use technologies such as artificial intelligence, machine learning, virtual assistants, augmented reality, virtual reality, etc.,

Trends 52

Trends Policies Government Survey 52

Qualtrics

DECEMBER 3, 2019

“We started at the beginning and looked to define the core pillars of the experience,” says Kelly. “We We have the corporate client experience of course, and the individual who’s moving, but beyond that we also have the employee experience which is so critical to delivering on our goals.

Government 46

Government Feedback Employee Experience Survey 46

Qualtrics

FEBRUARY 18, 2020

Check out our guide to the must-see sessions at this year’s X4 for market researchers from the most inspirational stories to the thought leadership that will give you plenty to take back to your organization at the end of the event. World-class thought leadership. Get hands on with the technology. What’s new in XM?

Marketing 29

Marketing Government Leadership Automotive 29

Qualtrics

MAY 20, 2019

Asking the service member, asking their families… what’s your experience been like living this life as a military family? That’s what the leadership team at Barksdale Air Force Base in Louisiana wanted to find out, and they chose Qualtrics as the tool to help. What are the things that happen that make you want to stay or leave?

Data 24

Data Multi-Channel Government Leadership 24

Qualtrics

MARCH 19, 2019

Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. Unfortunately, for federal government agencies, even with Congress, OMB, and the GAO and IGs all calling for agencies to collect more feedback, it’s not necessarily that simple. Governance: get control, improve data quality.

Feedback 22

Feedback Government Survey Data 22

Bold360

MARCH 16, 2020

This, unfortunately, will become more commonplace as closures will be the result of government intervention and companies wanting to protect their employees and customers. 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

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. It’s not a difficult technology to use - for ourselves or volunteers. Giving everyone a voice.

Connections 42

Connections Sports Healthcare Feedback 42

Qualtrics

JANUARY 7, 2020

A company’s ethics are defined and modeled by leadership, built and amplified through culture.”. In companies with a formal ethics program, 87% of employees who observed misconduct reported it, compared with 32% in businesses without a program. The importance of leadership decision-making. The slippery slope.

How To 26

How To Leadership Policies Social Media 26

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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Barry Dalton. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). 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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Barry Dalton. Bill Quiseng.

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. Get hands on with the technology.

Government 29

Government Leadership Roadmap Culture 29

Qualtrics

SEPTEMBER 16, 2020

At Qualtrics, we conducted a global study of 6,000 employees across eight industries to identify employee experience gaps and recommend actions that organizations can take to move past the “new normal” and create the “new better.”. Government. Travel & Hospitality. Automotive.

Employee Experience 26

Employee Experience Study Automotive Hospitality 26

Kustomer

SEPTEMBER 17, 2020

And so when it comes to the customer experience and the employee experience, not only is she kind of eat, drink and sleep some of that in practitioner land, but also from a consultant, and now obviously at Gallup helping companies figure out this interesting dynamic between the employee and the customer engagement.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

Adrian Swinscoe

NOVEMBER 9, 2023

Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner first appeared on Adrian Swinscoe.

How To 40

How To Culture Data Government 40