CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Technology 52

Technology Customer Service Contact Center Employee Engagement 52

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Why Your Company Needs a Comprehensive Employee and Customer Experience Plan by Kent Lewis (Inc. Does no one want to see change?

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Qualtrics

JUNE 17, 2020

We know it instinctively, but the facts back it up: the employee experience (EX) is bettered by inclusion and diversity. She’sthe co-founder of Delivering Happiness, an organization focused on helping companies improve their culture to improve employee experience. Janet Ikpa. Fields Jackson. Damien Hooper Campbell.

Culture 61

Culture Leadership Employee Experience Resources 61

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

SEPTEMBER 8, 2023

For the CX industry, this is fantastic news as it focusses on the convergence of contact centre and customer service technologies bringing together “data, agents, bots and communication channels” for smarter end-to-end customer and employee experiences.

Groups 52

Groups Leadership Multi-Channel CRM 52

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

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Employee Experience 52

Employee Experience Leadership Consulting Trends 52

PeopleMetrics

JUNE 16, 2015

The majority of participants (82%) believe that their companies do a good job of recognizing employees for all that they do in service of the customer experience. 7 in 10 say that the company shares customer feedback with employees. Members of your leadership team are likely no exception. What The Numbers Imply.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Russel Lolacher

MARCH 20, 2023

Her thoughts and work have been featured in Huffington Post, New York Magazine, Buzzfeed and O – The Oprah Magazine. What’s your best or worst employee experience, Lauren? This is not pretty much the example you gave of a bad employee experience. Her motto: Let’s make work less shitty for each other.

Culture 98

Culture Policies Employee Experience Course 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

SurveySparrow

NOVEMBER 1, 2021

CIO Magazine, and Entrepreneur. Greg has an impressive CV, as he’s a renowned speaker, leadership advisor, and recruitment expert who was on the list of LinkedIn ‘Top Voices’ in 2018. Trish also runs the ‘Women of HR’ blog and shares her 20-year long experience in the hr space while sharing the stories of other women in this field.

Social Media 98

Social Media Tips Conference Leadership 98

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. That couldn’t happen without impeccable leadership. He once stated in CEO Magazine that “Millions of people come to our community for advice and tutorials. Roger has extensive experience in the leadership of global companies.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

ijgolding

NOVEMBER 22, 2016

The better able a business is to create that balance, the more likely it is that it will not just deliver a better customer experience – it will also deliver a better employee experience. A customer centric business talks about customer experience regularly – not just once a month or once a year – but all the time.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience.

Customer Centricity 52

Customer Centricity Culture Employee Experience Leadership 52

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series!

Customer Service Strategies 52

Customer Service Strategies Strategy Customer Service Chief Customer Officer 52

CSM Magazine

DECEMBER 15, 2022

Professional Skills and Employee Engagement Improvement. Employees should constantly expand their perspectives and advance their professional skills to appreciate working for the organisation. In addition, positive learning encounters inspire employees to stay at a longer tenure and enhance employee engagement.

Employee Engagement 52

Employee Engagement Engagement Culture Training 52

Customer Guru

AUGUST 21, 2018

Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. Marketing and thought leadership programs. Kristina Evey Follow @KristinaEvey.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Russel Lolacher

MAY 1, 2022

almost three decades of running Mainstreet communications offering expertise in organizational planning and leadership development. And I asked everyone this because I really find it sets the scene of, well, just how much employee experience influences that’s decades later, not much like five, three years later.

Culture 52

Culture Communication Leadership Employee Experience 52

CSM Magazine

SEPTEMBER 19, 2023

a SaaS company that helps global organizations reduce work friction and improve employee experiences. Christophe has held a range of business leadership roles, including heading the EMEA region of CEB, a global research and advisory company, and served as CHRO in the leadup to the company’s acquisition by Gartner in 2017.

Call Center 59

Call Center Course Survey Leadership 59

CSM Magazine

MAY 26, 2020

2) Your Track Record with Change – Each time employees experience a failed attempt to introduce a change, they add it to a track record of all the changes that didn’t work. And that’s what people resist—giving up that sense of expertise, even if it’s temporary.

Customer Centricity 92

Customer Centricity Leadership Consulting Course 92

CSM Magazine

NOVEMBER 9, 2022

These companies cite successes in COVID relief, customer service mindset, corporate social responsibility, employee experience, and innovative solutions. Change management improves communication, persuasion, leadership, and structure. Changes always come with risks.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

CSM Magazine

FEBRUARY 7, 2023

This is hardly surprising – we’ve had some of the biggest business-shifting changes in living memory happen simultaneously in the last couple of years, and leadership teams have had to continually adapt and evolve. For some companies, it seems recruitment and retention has never been so difficult. Why have expectations changed?

Policies 64

Policies Healthcare Culture Financial 64

CSM Magazine

JANUARY 31, 2022

Employees can now check out employer reviews before applying for a job on employer review websites such as jobsage.com , helping them identify the best employers based on reviews left by current or past employees. How to Inspire Your Employees for Better Customer Service. Every employee dreams of making progress in their career.

Customer Service 52

Customer Service Loyalty Leadership Customers 52

CSM Magazine

NOVEMBER 25, 2019

Implemented and maintained properly, bots have the potential to significantly improve customer and employee experience. However, without a defined strategy and optimized implementation, bots can lead to frustration for customers, agents and leadership.

Chatbots 87

Chatbots Strategy Customer Experience Roadmap 87

CSM Magazine

FEBRUARY 4, 2019

Many organizations don’t utilize ground-level employees feedback to identify external customer needs. Instead, they conduct a series of customer interviews, surveys or high-level leadership discussions with VPs and C-Suite leaders, who often rarely interact directly with customers (or at the very least, select ones).

Fashion 49

Fashion Customer Centricity Groups Leadership 49

Russel Lolacher

MARCH 6, 2023

It’s time to talk about ageism in the workplace was one of ink magazine’s nine books every professional should read in 2019. What’s your best or worst employee experience, Patti? Her book, I’m still not done. And a working story has been featured in Fast Company, Forbes Wall Street Journal.

How To 98

How To Groups Advertising Course 98

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Blake: She’s a self-described “customer experience futurist”, keynote speaker, author of More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences , and host of The Modern Customer Podcast. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CSM Magazine

MARCH 25, 2019

In fact, according to a recent survey commissioned by EasyVista, two-thirds of today’s businesses are focused on service transformation initiatives to optimize the customer and employee experience. In addition, he is responsible for all North America operations including sales, customer experience, channel, and business development.

Self Service 68

Self Service Technology Study Software 68

CSM Magazine

DECEMBER 28, 2021

It is “easy” to say that customer and employee experience are important, and it may even be part of a mission statement. High-performing organizations spend time creating company values, linking employee engagement and customer experience behaviors together.

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Russel Lolacher

JANUARY 16, 2023

She’s an international award winning journalist, having worked for the BBC and written pieces for The Guardian and Essence magazine, occasional guest on MSNBC, DEI expert, playwright, radio host, and author. Armah on racial healing and the emotional justice road map for the workplace. And on the show today we have Esther Armah.

Roadmap 98

Roadmap Culture Policies Connections 98

Bold360

DECEMBER 1, 2016

Matthew Mercuri is an SEO and SEM Specialist with 10 years of experience in Digital Marketing. Under his leadership at Dupray , he has managed to expand the brand to 6 countries and to increase website traffic by over 5000%. I’m an advocate of technology to improve the customer experience. Matthew Mercuri. Dupraysteam.

Software 40

Software Customer Experience Company CRM 40

Michel Falcon Experience

MARCH 12, 2019

My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? Are you content with your customer experience? The reason that I don’t track employee retention anymore, as a metric, is because I want people to leave. Magazine all of the time.

Culture 12

Culture Employee Engagement Company Engagement 12