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

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

Confirmit

APRIL 20, 2020

Register to the webinar for your region. Employee feedback and workforce insight strategies and trends have been undergoing a massive transformation in recent years. Register for the webinar today! Voice of the Employee Featured Webinars. Australia: 21st April @ 11am AEST. Europe: 21st April @ 11am BST.

Employee Experience 52

Employee Experience Insurance Analytics Trends 52

Confirmit

APRIL 3, 2020

Register to the webinar for your region. Employee feedback and workforce insight strategies and trends have been undergoing a massive transformation in recent years. Register for the webinar today! Voice of the Employee Featured Webinars. Australia: 21st April @ 11am AEST. Europe: 21st April @ 11am BST.

Employee Experience 52

Employee Experience Insurance Analytics Trends 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Elevate a communication by sending it from a member of your executive leadership team with a personal message or offer. As the new continues to evolve by the hour and day, leadership teams should consider daily standups.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

CX Journey

JANUARY 9, 2018

I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience.

Strategy 0

Strategy Culture Employee Experience Leadership 0

CX Journey

MAY 31, 2018

While customer experience strategies must include a priority focus on the employee experience (i.e., Many companies actually believe that they can improve the customer experience without improving the employee experience. In order to improve both, you must first look to company culture and leadership.

Company 105

Company Culture Employee Experience Leadership 105

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. I’m going to shut up and introduce Nate Brown. Hello, sir. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Qualtrics

MAY 29, 2019

Often the secrets of their success aren’t exactly secret – there are countless books detailing the ways companies and managers have nailed the employee experience. Employee experience is hotter than ever, and new books hit the shelves daily. It Doesn’t Have to Be Crazy at Work. To read about the rest, download here.

Employee Experience 37

Employee Experience Leadership Culture Innovation 37

CX Journey

MAY 29, 2019

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. While customer experience strategies must include a priority focus on the employee experience, they often don’t.

Culture 145

Culture Employee Experience Leadership Customer Experience 145

ECXO

FEBRUARY 14, 2022

That aims to impact the present and future of CX Leadership. We are creating the European story of a customer, partner, employee experience; let’s tell our stories together to the world collaborate with the ECXO. You are all invited to the open-access interactive webinar with 150 places available. Join ECXO today.

Culture 98

Culture Case Study Employee Experience Innovation 98

Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. According to Branson’s statement about the policy, “ If you take care of your employees, they will take care of your business.”. Let’s take a closer look at the first element.

Employee Experience 60

Employee Experience Customer Experience Loyalty Programs Policies 60

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. Ian: Welcome back to part two of the CX club video on leadership and how it relates to customer experience.

Leadership 52

Leadership Customer Journeys Course Exercises 52

CX Journey

MAY 29, 2019

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. While customer experience strategies must include a priority focus on the employee experience, they often don’t.

Culture 80

Culture Employee Experience Leadership Customer Experience 80

NICE inContact

OCTOBER 10, 2018

Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. Employee Experience (EX) – How employees perceive their total interactions with an organization. Even easier to calculate is the impact of a diminishing customer experience on revenue.

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

SurveyGizmo

JULY 27, 2021

Note from the Alchemer Webinar on HR.com. Recently, Alchemer hosted a webinar with HR.com to talk about the challenges of returning to the workplace after 14 to 18 months away. Apple employees did not feel heard and are pushing back against a new policy that required them to return to work three days a week. Clubhouse Model.

Guidelines 98

Guidelines Policies Government Travel 98

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. Strong leadership : I think this is my favorite. The bottom line is that you can no longer ignore the employee experience.

Company 80

Company Employee Engagement Leadership Employee Experience 80

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

Playvox

FEBRUARY 6, 2024

But the truth is, compliance can improve and enhance customer satisfaction and create a quality culture, quality leadership, and quality organization because it forces contact centers to perform better than average. Improved agent performance and employee experience – Your agent experience lays the foundation for your customer experience.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Think Customers

JUNE 8, 2020

Thankfully, customer experience futurist Blake Morgan brings more clarity in her latest webinar, Accelerating Digital Transformation to Enable Effortless Experiences. In this webinar hosted by TTEC, she identifies what approaches companies need to consider to deliver a more manageable, faster, and human digital experience.

Strategy 59

Strategy Customer Centricity Culture Technology 59

Playvox

FEBRUARY 27, 2024

Your agents also win when AI-integrated workforce engagement management technology is employed because it creates a better employee experience (EX). Start with a Strategy It’s not enough for the contact center leadership team to say “We need AI.” Customers want you to use AI tools to serve them better.

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Qualtrics

AUGUST 25, 2021

Increase employee retention at your organization with these six strategies from HR experts. Watch full ‘The Great Resignation’ webinar now. This correlates with a recent study we conducted that revealed half of leaders and employees plan to look for a new job in the next year. Hosting leadership discussions.

Tips 49

Tips How To Guidelines Leadership 49

Oracle

JUNE 23, 2020

While navigating networking remotely can be intimidating, a recent article by Forbes provides 3 ways to continue building a strong network: Look for highly relevant webinars and virtual events. I started guesting more on podcasts, webinars, and online event panels. Check out the following: 4 Tips to Boost Remote Employee Experience.

Tips 94

Tips Social Media How To Connections 94

Qualtrics

OCTOBER 13, 2020

While some character traits indicate an inclination toward leadership capability, it is still a skill, and skills must be developed in order to unleash their true power. Though passion will guide you, I also learned leadership through some of the strongest strategic thinking classes in the world.

Strategy 55

Strategy Leadership Exercises Employee Experience 55

Playvox

FEBRUARY 16, 2024

When you unlock the benefits of AI in quality management, you’re able to move beyond basic process improvements to a direct, marked improvement in employee experience (EX) and ultimately CX. Train agents, analysts, and leadership – Don’t assume AI tools are magic and will automatically yield benefits.

Contact Center 75

Contact Center Management Effort Score Call Center 75

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. It was great getting to let loose on this all-important topic alongside Ryan Floersch of Gladly during our recent CXPA webinar. Then let’s dive right in! The Three Stages: An Overview.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. It was great getting to let loose on this all-important topic alongside Ryan Floersch of Gladly during our recent CXPA webinar. Then let’s dive right in! The Three Stages: An Overview.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

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

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

CX Journey

JULY 27, 2017

In my webinar last week with CallidusCloud|CX , I talked about nine behaviors of CX Losers. We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Employees change. Or maybe it's, "That's just the way we do things around here."

Policies 146

Policies Innovation Video Employee Experience 146

SurveySparrow

NOVEMBER 1, 2021

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. Fermin also works as an hr influencer at the webinar series: HR Analytics – Embracing Your Data with Confidence. The range of her topics surely makes her a person to be followed.

Social Media 98

Social Media Tips Conference Leadership 98

Clarabridge

OCTOBER 18, 2016

Your managers also play a key role in getting feedback from employees and customers. Company leadership can use that information to make improvements to the customer experience. Align the customer experience with the employee experience. This is a simple step to make in order to retain loyal customers.

CEM 65

CEM Leadership Customer Centricity Employee Experience 65

SurveySparrow

FEBRUARY 14, 2022

In our recently concluded virtual HR summit, Refine EX, Anisa Aven, the CEO of Turnkey Coaching & Solutions , perfectly started her webinar with this line. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar.

Analytics 98

Analytics Metrics Examples Survey 98

CX Journey

FEBRUARY 27, 2015

Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience. I just hosted a webinar about the 7 Deadly Sins of Journey Mapping. I''ll take a broader stroke in this post and look at customer experience management overall. Making the employee experience an afterthought.

Customer Experience 80

Customer Experience Government Customer Journeys Customer Centricity 80

Lithium

SEPTEMBER 9, 2022

Former agents will have an unsavory view of working for your company and, if motivated enough, will take their experience to employer review websites like Glassdoor and Indeed. Now, based on one single employee's experience, you have the potential to decrease customer NPS, satisfaction, sales, reputation, and future care agents.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52

ClientSuccess

DECEMBER 6, 2019

A Customer Experience Officer combines leadership skills with a desire to provide a positive customer experience to lead your customer success team. And other methods to improve and maintain the overall brand experience. Webinar: 5 Strategies of Top Performing Customer Success Teams. Responsibilities of the CXO.

Customer Experience 59

Customer Experience eBook Customer Journeys Measurement 59

inmoment

JUNE 22, 2020

In fact, the company went the extra mile by leadership posting their own positive Covid-19 stories and encouraging their Team Members to post their own positive stories for all to view. This strategy helped stabilize employee morale and ensured a positive impression of the brand.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75