Alida

JUNE 1, 2017

This session featuring Chuck Kendig, assistant VP of logistics, sales and production planning at American Honda, will address the two-way connection between the customer and employee experiences. The Vision Critical Auto CX Summit 2017 team: Paula Skier – Director, Automotive. When: June 20, 4:00 pm – 4:45 pm. Scott Miller – CEO.

Automotive 157

Automotive Conference Retail Employee Engagement 157

Michelli Experience

DECEMBER 28, 2016

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Infographics 214

Infographics Customer Experience Customers Employee Engagement 214

Experience Matters

DECEMBER 22, 2016

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes.

Culture 241

Culture Customer Experience Employee Engagement Customers 241

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. Engaged employees = #customerengagement.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Experience Matters

AUGUST 29, 2017

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer.

Study 434

Study Loyalty Groups Consumers 434

ImprintCX Articles

JANUARY 7, 2025

Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers of employee engagement and its costing them. Its about fostering a deeper connection between employees and their work a connection that directly influences how they treat customers.

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”). How do they do it?

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Experience Matters

FEBRUARY 8, 2018

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership.

Infographics 205

Infographics Leadership ROI Groups 205

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. They aim to change mindsets and company culture to be more customer-centric, requiring significant employee engagement and training. June 21, 2022).

B2B 339

B2B Customer Journeys How To Effort Score 339

CX Journey

JANUARY 9, 2018

I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience. In the meantime, here are some blogs I wrote in 2017 to get the thought processes flowing. Companies need to focus on these areas - for the sake of the employees, the customers, and the business.

Strategy 0

Strategy Culture Employee Experience Leadership 0

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. So, each is party to employee engagement.

Engagement 130

Engagement Employee Engagement Feedback Employee Experience 130

Experience Matters

DECEMBER 22, 2016

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes.

Culture 120

Culture Customer Experience Employee Engagement Customers 120

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

Report 145

Report B2C B2B Groups 145

ShepHyken

NOVEMBER 13, 2017

CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. The post 5 Top Customer Service Articles For the Week of November 13, 2017 appeared first on Shep Hyken. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

ReviewTrackers

MAY 15, 2020

7: Organizations that prioritize employer brand are 130% more likely to see increases in employee engagement. 8: Employee experience is the second most important concern for US employers in 2017, rated as important or very important by 85 percent of executives. Online reviews and brand reputation matter to job seekers.

Brands 123

Brands Employee Engagement Financial Culture 123

SurveyGizmo

JUNE 19, 2018

What really is employee engagement? As the healthcare industry becomes increasingly competitive, it is imperative for healthcare organizations to invest in their patient, employee, and brand experiences. 

 Related: 3 Types of Employee Satisfaction Surveys That Will Benefit Your Business.

Employee Engagement 49

Employee Engagement Healthcare Engagement Data 49

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. This philosophy, which permeates their employee engagement from hiring to performance management, acknowledges the honor and dignity in service while empowering employees to provide great service to their customers, as equals. .

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Customer Bliss

JANUARY 25, 2019

These programs help keep the employees engaged and lets them know they’re making a difference. . Darin Byrne has been Vice President of Client Experience and Delivery at Wolters Kluwer since 2017, improving employee engagement and customer advocacy. What Do You Know Now That You Wish You Knew Then?

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Andrew Mcfarland

SEPTEMBER 30, 2019

During a recent (Sept 2019) hotel stay, I noted the lobby plaques of previous employees of the month. Then I noted that the list stopped in July 2017. What message does this 2+ year gap send to current.

Employee Engagement 48

Employee Engagement Hotels Engagement 48

Experience Investigators by 360Connext

JUNE 23, 2020

A study by Google in 2017 showed the company’s most important new ideas came from teams created of employees exhibiting a wide range of skills including: curiosity toward others’ ideas, empathy and emotional intelligence. 7 Ways to Turn Customer and Employee Empathy into Action. This holds true internally as well.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Customer Bliss

AUGUST 17, 2017

Here’s why: Employees need to be viewed as internal customers/stakeholders: This will get you more ideas, approaches, and innovations. Valuing employees simply for deliverable work just gets you drones. I don’t see many successful 2017 companies built on drones. Make your own Amazon joke here.).

Airlines 191

Airlines Culture Innovation Interaction 191

Confirmit

JULY 10, 2017

Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement. ’s top 101 experts on Employee Engagement. For five years running, he has been honored on Inc. Magazine’s top 101 Leadership Speakers in the world, as well as Inc.’s

Employee Engagement 40

Employee Engagement Culture Video Engagement 40

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. When: July 17 to 19, 2017. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I. Is it challenging?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Provide Support

APRIL 17, 2018

© 2003 - 2017 Provide Support LLC. The post Why empathy is a key to employee engagement appeared first on Live Chat, Customer Service Blog | Provide Support. Do you still doubt empathy plays an important role in business? Take a look at what we’ve prepared! (.). Read more. Published in Provide Support Blog , 2018.

Employee Engagement 40

Employee Engagement Engagement Travel Customer Service 40

Provide Support

APRIL 17, 2018

© 2003 - 2017 Provide Support LLC. The post Why empathy is a key to employee engagement appeared first on Live Chat, Customer Service Blog | Provide Support. Do you still doubt empathy plays an important role in business? Take a look at what we’ve prepared! (.). Read more. Published in Provide Support Blog , 2018.

Employee Engagement 40

Employee Engagement Engagement Travel Customer Service 40

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros.

ROI 100

ROI Innovation Effort Score Customer relationships 100

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Let me help you understand where I am coming from.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Confirmit

OCTOBER 16, 2017

Deloitte's 2017 Global Human Capital Trends research revealed that one of the tenets of building an organization ready for the future is intentionally designing it for speed, agility and adaptability. Potential implications of this new approach on how organization assess employee engagement and act upon it.

Employee Engagement 40

Employee Engagement Engagement Insurance Financial 40

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Provide Support

JUNE 6, 2017

Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers. Read more.

Infographics 65

Infographics Customer Service Airlines Hotels 65

Beyond Philosophy

AUGUST 9, 2017

LAST CHANCE to register for our FREE, informative 60-minute webinar, Employee Ambassadorship: Realizing and Optimizing Stakeholder Value on August 10th , 2017 at 11 am Eastern Time (USA). Space is limited, so please click here to learn more and register today.

Banking 0

Banking Retail Insurance Loyalty 0

Beyond Philosophy

AUGUST 2, 2017

To learn more, please register for our FREE, informative 60-minute webinar, Employee Ambassadorship: Realizing and Optimizing Stakeholder Value on August 10th , 2017 at 11 am Eastern Time (USA). Space is limited, so please click here to learn more and register today.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154