Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning. It’s time to make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

AUGUST 8, 2023

For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below.

Metrics 62

Metrics Management Effort Score ROI 62

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. Because managing teams for innovation causes you and your team to innovate, as well. Not really.

Innovation 91

Innovation Management Leadership Meeting 91

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. I hold nothing back. This is a book for everyone in any position in any organization.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ShepHyken

MARCH 18, 2024

While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients. My Comment: If you’ve been following me, you know one of my favorite topics to write about is how the employee experience (EX) positively impacts the customer experience (CX).

Customer Service 80

Customer Service Government Employee Experience Video 80

ShepHyken

DECEMBER 3, 2023

Personalization and Real-Time Interaction Management: Best of the Martechbot by MarTechBot (MarTech) Best of the MarTechBot showcases the MarTechBot’s responses to prompts submitted by readers. The author prompted the chatbot with a question about personalization versus real-time interaction management. The bot delivered an answer.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about. Here are my top five picks from last week.

Customer Service 63

Customer Service Employee Experience B2C Hospitality 63

ShepHyken

OCTOBER 1, 2023

Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. The first is from the customer’s experience. My Comment: The opening line of this article grabbed me: “It’s no secret that customer experience (CX) and employee experience (EX) are inextricably connected.”

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

Michel Falcon Experience

MARCH 10, 2019

Managing employees isn’t hard! I believe managing employees isn’t as hard as we make it out to be. We simply need to adhere to some sound employee management tips and strategies to become great companies. I’ve come a long way in my leadership ability to manage a team. Christina is a star!

Tips 112

Tips Management Culture Meeting 112

CSM Magazine

MARCH 28, 2024

Consider offering services like counseling sessions or in-house workshops focusing on stress management and mental health awareness. Genesys and Thrive partner to support call center agent well-being, aiming to help organizations transform their relationship with employees and improve the employee experience.

Contact Center 52

Contact Center Call Center Exercises Resources 52

ClearAction

NOVEMBER 11, 2022

Make the 5-why’s and action planning an annual workshop for every work group. Include cross-functional representatives in each workshop. This allows management to remove roadblocks, applaud progress, and keep in-tune with what customers will experience.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

eGain Blogs

AUGUST 12, 2022

It is the Knowledge Management conference your CX needs. To quote Gartner, “Knowledge management (KM) is the No. 1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience.”. You will know the megatrends. We are offering a bonus day, free of charge.

Conference 87

Conference Self Service Chatbots Contact Center 87

Lumoa

MAY 5, 2022

Working with CX is about being at the forefront, knowing your customers so well that you can design positive experiences and customer journeys that at the same time reduce or eliminate unwanted friction. The Benefits of a Customer Experience Strategy CX is indispensable to compete and grow profitably in the market.

Strategy 277

Strategy Customer Experience How To Analysis 277

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Survey 81

Survey Tips How To Net Promoter Score 81

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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

ClearAction

OCTOBER 25, 2022

What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors. How can customer experience management achieve this? In fact, technology deployment requires full-time management. How is value maximized?

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ClearAction

JANUARY 8, 2024

Anything you do that bothers employees or partners costs you! Myopic management, quiet quitting, and sloppy handoffs cause missed opportunities. Clarify insights by looking for patterns — data informs managers, and patterns stimulate smarter value creation. Business as usual is not ROI-generating!

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

One Millimeter Mindset

DECEMBER 15, 2020

Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. Also, they report to the same manager that you do. Consequently, is your manager your only internal client? First, they create top-of-mind lists of internal clientele they serve.

Exercises 88

Exercises Innovation Leadership Report 88

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. She shares that the Dialog culture promotes continuous change, even if it’s met with resistance.

Telecommunications 120

Telecommunications Company Culture NPS 120

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

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. She shares that the Dialog culture promotes continuous change, even if it’s met with resistance.

Telecommunications 111

Telecommunications Company Culture NPS 111

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. The effect was that the team never saw their manager in person at all.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Experience Investigators by 360Connext

NOVEMBER 3, 2020

Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. Provide the resources, tools and support employees need. Align employees’ daily actions and accountabilities with the customer experience.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

ECXO

OCTOBER 5, 2023

The best training in the world of Customer Experience is now available at ECXO. You can upgrade this standalone module to the full Experience Management Maturity series at ClearAction.com/xm-maturity. You can upgrade this standalone module to the full Experience Management Maturity series at ClearAction.com/xm-maturity.

ROI 52

ROI Video Government Leadership 52

One Millimeter Mindset

APRIL 28, 2020

How do you create virtual employee experiences and client experiences? During my last virtual workshop last week, I held up the furry bedroom slippers I wore. Contact me to learn more about bringing one of my virtual keynotes, workshops and presentations to your next meeting. One millimeter at at time.

Meeting 89

Meeting Video Conference Communication 89

Calabrio

MAY 10, 2019

In this foundational course, Michael Chiu, Sr Director Analyst at Gartner, will walk you through what customer experience is, how to get started and how to measure your progress. How Superior Employee Experience Drives Superior Customer Experience. Thursday, 23 May 10:45 am.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

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

Dapresy

APRIL 14, 2020

Let’s start off by noting some key trends we could expect in market research, customer experience (CX), and employee experience (EX): Customer and market research studies will continue to provide businesses with insight during these unprecedented times. Organize company-wide online workshops. KEY TRENDS.

Data 98

Data Study Report Meeting 98

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience. Doesn’t that sound wonderful?

Culture 52

Culture Feedback Survey Employee Engagement 52

SurveySensum

FEBRUARY 27, 2024

Contrast this with Office B, where your entrance is met with your manager’s reprimand for a minor mistake, colleagues who are uncooperative, and unnecessarily extended working hours. That’s the magic of employee satisfaction. agree regarding the efficiency of organizational culture in providing employee satisfaction.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

One Millimeter Mindset

JUNE 11, 2020

In spite of our efforts to administer and manage the details. Engage me to present one of my One Millimeter Mindset speaking programs, workshops, or mastermind groups. And, in our continuously changing 4 th Industrial Revolution business environments, these are continuous changes. Because our environments are complex. Contact me here.

Course 89

Course Industry Communication Tools 89

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond: 1) Stop referring to customer experience as interactions.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 57

Customer Experience Sports Innovation Feedback 57