ijgolding

MARCH 1, 2016

Whilst the importance of COMMUNICATION and COLLABORATION in producing great Customer Experiences may not seem like ‘new news’, I have to say that the absence of both in industries all over the world is quite frankly startling. Let us look at these in more detail one at a time… Communication. Collaboration.

Communication 120

Communication Customer Experience Customers Financial 120

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

MARCH 2, 2022

Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”. So, the state of organizational culture has tremendous and undeniable influence on employee behavior.

Culture 195

Culture Connections Company eBook 195

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Blake Morgan Customer Experience Futurist, Speaker and Author. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

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

Lumoa

MAY 5, 2022

Developing CX leadership requires collaboration and communication with customers, employees, and partners. Recognized research says that communication is the most important factor for high-performing teams. Innovation and development happen best through people who bring different skills and perspectives to the same room.

Strategy 259

Strategy Customer Experience How To Consulting 259

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. Follow on LinkedIn John R. of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Accelerator

MARCH 16, 2020

Is it possible that contact center leaders need to spend less time trying to put lipstick on a pig and more time improving the job and the employee experience? Becky Roemen , CX Consultant and CX Accelerator Board Member thinks so: “Is the word ‘agent’ the problem or is the problem how we treat those with the ‘agent’ title?

Contact Center 228

Contact Center Communication Groups Customer Service 228

Experience Investigators by 360Connext

JANUARY 7, 2025

Which communication channels do these personas prefer? Your strategy for building this alignment will partially depend on where CX lives in your organization , but there are several ways to drive ongoing alignment: Communicate about CX constantly (seriously, dont stop talking about it!) What goals or challenges do these segments share?

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

The DiJulius Group

JANUARY 22, 2025

About Dave Murray The DiJulius Groups Vice President of Consulting and co-author of The Employee Experience Revolution, Dave is a master at helping companies create real change thatsticks. He excels at communication and easily bridges the gap between your corporate leaders and front-line team members.

Consulting 52

Consulting Groups Employee Experience Communication 52

eglobalis

AUGUST 13, 2024

Samsung Electronics itself is divided into several key segments: Consumer Electronics (CE), Device Solutions (DS), and IT & Mobile Communications (IM). At the helm of Samsung Electronics, the most well-known and profitable division, is Samsung Group, which oversees multiple business units. All data are publicly available.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

ECXO

JUNE 6, 2022

Gilmore wrote the best-selling book The Experience Economy: Our 3 Moderators for such a Special event: Joanna Carr Joanna is a Customer Experience Consultant for Allegro, a technology and communication bureau based in Norway. Pine and his partner James H. Want to see more articles like this? Join ECXO today.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

Beyond Philosophy

SEPTEMBER 11, 2014

They communicate well. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care.

Banking 138

Banking Culture Employee Engagement CEM 138

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Communicate about which changes are being made.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Calabrio

MARCH 5, 2025

Capture real-time feedback Artificial intelligence (AI) and automation are on top of the business investment agendas for streamlining service operations, including at contact centers , as noted by DMG Consulting. Successful voice of customer programs set up a system for ongoing monitoring and analysis of their needs and sentiments.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Lumoa

FEBRUARY 7, 2023

Shawbrook believes that customer experience is a key factor determining the success of financial institutions in today’s market, and for that reason, they want to ensure they can see in real-time what customers are saying and how that impacts their KPIs. “We What’s more, it’s an intuitive platform that anybody can use.”

Banking 195

Banking Feedback Management Culture 195

CX Accelerator

MARCH 16, 2020

Is it possible that contact center leaders need to spend less time trying to put lipstick on a pig and more time improving the job and the employee experience? Becky Roemen , CX Consultant and CX Accelerator Board Member thinks so: “Is the word ‘agent’ the problem or is the problem how we treat those with the ‘agent’ title?

Contact Center 182

Contact Center Communication Groups Customer Service 182

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Predictable. Our prediction? Top 5 UC Predictions for 2023.

Communication 75

Communication Contact Center Return on Investment Survey 75

CX Journey

MARCH 17, 2016

So, if you want to improve the mood of all your employees, create a work environment that is boosts social interaction. Maansi also managed remote and consultative sales for markets ranging over 80 countries and strategized and reduced sales cycle cost of acquiring customers.

Employee Experience 80

Employee Experience Customer Experience Employee Engagement Customer Satisfaction 80

Beyond Philosophy

NOVEMBER 11, 2014

In this way, Target has used the natural tendencies of people to change their habits as the time to communicate that Target has everything they need. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

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

Customer Bliss

OCTOBER 4, 2018

The 60-day plan focused on improving employee experience and behavior. Karen created a training initiative to improve the behaviors of all individuals who effected the customer experience. The trainers were in-house, which meant they had more visibility on employees’ day-to-day behavior with customers.

Airlines 176

Airlines Industry Strategy Customer Experience 176

Experience Investigators by 360Connext

JANUARY 5, 2021

Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic. Assure your customer experience mission is defined and communicated. It’s just as important to your culture to communicate about this mission in an ongoing way.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Experience Investigators by 360Connext

JANUARY 27, 2017

Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is. The post Are Your Employees Engaged to Tell You the Truth? And innovation is one […].

Employee Engagement 110

Employee Engagement Engagement Consulting Innovation 110

Experience Investigators by 360Connext

SEPTEMBER 8, 2020

To deliver consistent, positive experiences, you need consistent, positive communications. Do you know the customer experience misconceptions at your organization? I was consulting with a client who was concerned about how to move to a more remote workforce. A Void of Communication Creates Misunderstanding.

How To 143

How To Culture Communication Customer Centricity 143

Experience Investigators by 360Connext

APRIL 28, 2017

These changes have improved the employee experience in dramatic ways, too! Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ? Left: Staged photo to communicate vision. Managers have better communication with staff.

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

OCTOBER 20, 2020

Technology has progressed rapidly, opening up new channels of communication. Companies must be ready to meet their customers on these new channels and provide a consistent consumer interaction experience. Ideally, create an omnichannel communication experience. Consumer interaction is part of the culture.”.

Omni-Channel 29

Omni-Channel Contact Center Call Center Culture 29

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. As Real joins Strativity, founder Lior Arussy will remain an advisor to the business. About Strativity.

Groups 98

Groups Consulting Leadership Innovation 98

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Resources 100

Resources Company Consulting Employee Experience 100

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 Centric

MARCH 29, 2023

On the 29th of June CX-Centric in collaboration with Alida and Anthrolytics hosted a very poignant event which was on Rethinking Employee Experience in the new World of Work. In this event, we had a pull of great think tanks who are very much devoted to Employee Experience. He also runs CX Brussels ( www.cx-brussels.be

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

BlueOcean

OCTOBER 8, 2021

So after pulling in customer service consultants, the company decided to minimize customer distress by installing the devices over a five-year period. One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Study 177