ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report. Plenty of interesting information here.

Customer Service 98

Customer Service Social Media Tips Contact Center 98

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

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

Comm100

JUNE 19, 2018

It’s always fantastic to hear about organizations putting training and development at the heart of their operations, as many organizations are still only just beginning to understand the importance of the employee experience in delivering great customer experiences. Download Now.

Contact Center 124

Contact Center Entertainment eBook Culture 124

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!)

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. 2018 “Integrator” Rackspace connected disparate ticketing systems via Calabrio ONE’s cloud platform, making any needed system adjustments easy to identify and implement.

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

MAY 21, 2018

Creating Good Employee Experiences Is Within Reach by Chris Poteet . CMSWire) Organizations have renewed their focus on providing quality customer experiences (CX). However, companies must be mindful not only of the experiences they offer their customers, but also of the experiences they offer their employees.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

eglobalis

AUGUST 13, 2024

However, until 2018 the experience varied by region. Today, you can feel the same level of customer service experience among all their service centers since Samsung learned fast from its mistakes and closed the gap.

e-support 512

e-support Innovation Customer Centricity Loyalty 512

ijgolding

JANUARY 28, 2018

Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? Whilst it is common to find businesses implementing frameworks to manage the customer experience, we do not often see the same principle being applied for the employee experience.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. It is essential to focus on employee satisfaction. . Employee experiences are connected to customer experiences.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

CX Journey

MAY 29, 2019

It appeared on their blog on June 14, 2018. 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. As you know, employees must come more first. What is culture ?

Culture 145

Culture Employee Experience Leadership Customer Experience 145

Customer Bliss

DECEMBER 4, 2018

3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 28, 2018 at 8:00am PST. View this post on Instagram.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

SurveySparrow

NOVEMBER 21, 2020

A report from Achievers stated that only 19% of employees feel engaged in their organizations. So, here, we’ve we’ve given you five employee experience examples to show you how big companies are investing time in their employees. A poor employee experience can ripple your business for a lifetime.

Employee Experience 59

Employee Experience Employee Engagement Survey Customer Journeys 59

ShepHyken

JUNE 4, 2018

3 Ways to Sweeten the Employee Experience by Kathleen Vegh . CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction. It is expected.

Customer Service 77

Customer Service Airlines CRM Social Media 77

ShepHyken

JANUARY 15, 2018

A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . More recently, however, the experience that customers receive has become ever more important and the battleground on which most companies are now competing. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Infographics Survey Tips 0

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. by Sue Duris. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Loyalty Programs Social Media Loyalty 79

ECXO

APRIL 2, 2021

Marcell Vollmer was the Chief Innovation Officer at Celonis, a company that is turning processes into extraordinary friction-less experiences through process mining. Discover a community of leaders and organizations that are committed to working and evolving together to raise the collective customer and employee experience across Europe.

Employee Experience 156

Employee Experience Innovation Groups Technology 156

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

ECXO

NOVEMBER 9, 2023

Her seminal work, “Culture Your Culture: Innovating Experiences @ Work,” published by @Emerald Group in 2018, has become a cornerstone in pursuing innovative workplace experiences.

Culture 156

Culture Connections Contact Center Leadership 156

Customer Bliss

MAY 7, 2019

A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Dec 28, 2018 at 11:30am PST. Both customer and employee experiences would improve. Moving from talk to action here requires knowing which you’re kidding customer experiences can be planned ahead of time to give employees that wiggle room.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

Kayako

APRIL 29, 2019

He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. Branson spent his career building organizations around this mantra, so it might be unrealistic to transform your employee experience overnight, but you can follow in his footsteps.

Customer Service 209

Customer Service Guidelines Employee Engagement Customer Journeys 209

GetFeedback

OCTOBER 21, 2019

Before we talk about how to optimize your customer experience, let’s take a closer look at some of the most common pitfalls in CXM. The challenges of customer experience management. In 2018, Econsultancy partnered with Epsilon to host a series of roundtable discussions on the future of customer experience.

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

ijgolding

DECEMBER 1, 2017

In 2018, Ian Golding (that’s me), will officially become the author of a book. It is an exploration of companies who excel at delivering amazing employee experiences. Unfortunately, this is contributing to a false perception that customer experience doesn’t work. Sometime in 2018! Tell me more about it.

Insurance 148

Insurance Customer Centricity Customers Travel 148

Beyond Philosophy

MARCH 2, 2018

Since the announcement on February 1st, there has been much speculation about how Amazon would use the data—and more than a few concerns about employee privacy rights. Employee Experience at Amazon has a bad reputation. So, what does all this mean to the Employee Experience and, perhaps more importantly, why should you care?

Government 101

Government Employee Experience Employee Engagement Social Media 101

CX Journey

MAY 8, 2019

It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies. Sounds like measuring the employee experience to me!

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. Assessment of both customer and employee experience. Lower customer churn and higher revenue growth.

Net Promoter Score 150

Net Promoter Score Customer Success NPS Culture 150

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Beyond Philosophy

MAY 3, 2018

While CEOs have said they are concerned about Customer Experience, it does not play out in the mergers that reduce competition and combine market share. The bigger they get, the less concerned they are with building customer-centered experiences and empowered employee experiences. 30 April 2018. < 2 April 2018.

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

NICE inContact

SEPTEMBER 27, 2017

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 121

Contact Center Technology Roadmap Chatbots 121

NICE inContact

SEPTEMBER 27, 2017

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 120

Contact Center Technology Roadmap Chatbots 120

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk.

Connections 140

Connections Effort Score How To Self Service 140

Forrester's Customer Insights

SEPTEMBER 17, 2018

The Forrester Wave™: Enterprise Service Management, Q3 2018, is live! Take IT service management, add the age of the customer, stir in some employee experience (EX) and a healthy dose of low/no-code platform, and voilà! Enterprise service management (ESM)!

Employee Experience 47

Employee Experience Management Customer Experience Customers 47

ShepHyken

AUGUST 27, 2018

(Toister Solutions) I decided to investigate the happy employees equal happy customers claim by reviewing Glassdoor ratings for the 20 companies with the best customer service. My Comment: Does a great employee experience mean a better customer experience? Follow on Twitter: @Hyken.

Customer Service 59

Customer Service Advertising Customer Service Training Employee Experience 59