Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

AWS Machine Learning

MAY 9, 2024

At Amazon, we believe innovation (rethink and reinvent) drives improved customer experiences and efficient processes, leading to increased productivity. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits.

Government 97

Government Policies Guidelines Leadership 97

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

ShepHyken

JANUARY 29, 2024

How can leaders support employees in executing customer-centric initiatives? Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact? Plus, Michael Hinshaw shares insights for his latest book, Experience Rules!

Customer Experience 93

Customer Experience Customer Centricity Culture Leadership 93

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

West Monroe

APRIL 17, 2024

Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design. Many also do so during employee onboarding. But how many actually measure the impact?

Leadership 59

Leadership Culture Competitive Advantage Study 59

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. Should this role be fully in-office, hybrid, or remote?

Call Center 99

Call Center Gamification Contact Center Training 99

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. I was star-struck.".

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. But only 23% of employees worldwide and 32% in the U.S. Attract new talent?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

ShepHyken

FEBRUARY 22, 2022

Teaching Employees How to Smile. Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. We tend to send an experienced employee out to serve customers without allowing them to take a breath and find out what they need from us as leaders.

Leadership 123

Leadership Culture Training Groups 123

Blake Morgan

OCTOBER 10, 2023

But this isn’t the case, as we so often see that introducing personal feelings and emotional intelligence into the mix can make for better leaders with stronger connections to their employees. Jacob spoke with me about vulnerability in the workplace and how it’s an essential tool and complement for leadership.

Contact Center 52

Contact Center Airlines Leadership Connections 52

Steve DiGioia

OCTOBER 12, 2020

It all depends on what is more important to you as a manager. The Better With You Manager. Some managers want to be the center of attention, the star. They work long hours and usually micromanage their employees. Upper management thinks they’re great and sees their active involvement each day.

Guidelines 213

Guidelines Leadership Management Communication 213

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why?

Leadership 62

Leadership Touchpoint Course Employee Experience 62

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights.

Net Promoter Score 87

Net Promoter Score Customer Centricity Culture Employee Experience 87

SurveySensum

MARCH 4, 2024

Your company is going under a management shift. The leadership is implementing various changes, from adjusting team structures to redefining reporting lines. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication.

Feedback 52

Feedback Leadership Survey Culture 52

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. Employees who are not engaged or who are actively disengaged cost the world $8.8

Contact Center 78

Contact Center How To Call Center Gamification 78

Experience Investigators by 360Connext

NOVEMBER 3, 2020

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

Customer Service 79

Customer Service Government Employee Experience Video 79

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome. Step One: Understand.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Steve DiGioia

MARCH 9, 2020

What steps do you take to enhance the user experience? If that happens, you’re robbing your customer of an enhanced experience and one that you’re well prepared to offer. Every business has an obligation to reevaluate its procedures to enhance the customer experience. But first, let’s reevaluate your policies and procedures.

Policies 310

Policies Competitive Advantage User Experience Comparison 310

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

BirdEye

SEPTEMBER 12, 2023

Use tools to root out their top-performing posts and analyze them well. Establish and maintain your brand’s guidelines Brand guidelines ensure that your social media content remains consistent and that your employees conduct themselves on social media in a manner that promotes and reflects your brand voice. Which hashtags will you use?

Social Media 105

Social Media Guidelines Video Analytics 105

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 115

Customer Experience Customer Centricity Competitive Advantage Government 115

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

Tools 52

Tools Survey Employee Engagement Culture 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Tools 52

Tools Feedback Analysis Survey 52

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. Is it inviting?

Employee Experience 106

Employee Experience Net Promoter Score Leadership Employee Engagement 106

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Get Employee Engagement Research Insights. Employee Engagement Research Series.

Financial 79

Financial First Call Resolution Customer Experience Employee Engagement 79

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. Once we laid this foundational work, we were able to target other areas of opportunity (such as training, QBRs, tools, cross-departmental partnerships, etc.).

Customer Success 102

Customer Success Tips Chief Customer Officer Leadership 102

Blake Morgan

MAY 13, 2023

But in the last few years, as the pandemic and economic uncertainty affected women disproportionately more than men, those challenges have risen to another level, driving many women out of the workforce or away from leadership positions in what experts call a “Mom-cession.” And moms need more support than ever.

Company 105

Company Resources Travel ROI 105

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.

Culture 52

Culture Feedback Survey Employee Engagement 52

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

B2B 94

B2B Customer Experience Roadmap Culture 94

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Quite the opposite. Remote work has other benefits as well.

Call Center 124

Call Center Trends Self Service Contact Center 124

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 80

Survey Tips How To Net Promoter Score 80