PeopleMetrics

MAY 13, 2020

This simple exercise is incredibly powerful in bringing a team together. Employees need to hear from leadership more than ever. Use these tips to foster better communication and create a positive employee experience in difficult times. Help team members feel respected. About the Author. Sean holds a Ph.D.

Employee Experience 116

Employee Experience Communication CEM e-support 116

Ian Williams

JUNE 23, 2019

Many that have undertaken Customer Journey Mapping find themselves confused, disappointed or even ‘completely underwhelmed’ by the outcome of the exercise. This usually, however, has more to do with the leadership and/ or company culture of an organisation than it does the validity of the exercises.

Customer Journeys 45

Customer Journeys Exercises Banking Customers 45

Ian Williams

FEBRUARY 20, 2020

The fourth area is leadership immersion. So, there is a process that the leadership team needs to work with the CX management team on in order to bring those things about. customerexperience #cxclub #journeymapping #CEM #CX. Anyway, remember that first rule of CX Club is to talk about CX Club.

Leadership 52

Leadership CEM Customer Journeys Video 52

Beyond Philosophy

MAY 14, 2015

So, as the various channels of your Experience expand, and more of your Customers exercise their option to contact you through another channel, consistency becomes even more important. It makes a consistent Customer Experience, through ALL of your channels including self-service, critical to maintaining the trust.

Self Service 60

Self Service Exercises Analysis Call Center 60

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SmartKarrot

JULY 26, 2021

Just like how the sales and marketing departments are most effective when they work together, the customer experience is something that the entire organization has to work together for. CX has to start from the top – it is a leadership responsibility. How to measure customer experience?

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11