InMoment XI

DECEMBER 16, 2021

What we have observed are studies that examined some contributing factors of employee experience and value, such as reward and recognition, job fit, career opportunities, work environment, and departmental and management relationships.

Company 195

Company Communication Culture Employee Experience 195

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer personas represent customers in groups of shared attributes. Personas help you envision real peoples thoughts, feelings, and preferences so you address every groups unique needs as you execute your strategy. Personas are powerful tools, so dont be afraid to experiment with how you track behaviors and create these groups.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

JULY 20, 2022

Top Articles on EX, Linking EX & CX, and Branded Experience. #1: Stakeholder (customer and employee) trust is about performance consistency and reliability, active 360 degree communication, and emotional security on an individual level, and humanized processes which lead to desired outcomes. Tell me more. #7:

Brands 370

Brands B2C B2B Financial 370

Strativity

FEBRUARY 13, 2020

Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. Real will guide company strategy and operations as the organization enters its next stage of growth in the booming customer and employee experience consulting market. Strativity is an LRW Group company.

Groups 98

Groups Consulting Leadership Innovation 98

eglobalis

AUGUST 13, 2024

The company’s structure is vast and complex, divided into numerous groups and subsidiaries that operate in various industries, including electronics, shipbuilding, construction, and insurance. At the helm of Samsung Electronics, the most well-known and profitable division, is Samsung Group, which oversees multiple business units.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

eglobalis

SEPTEMBER 16, 2024

Therefore, understanding the needs of each group is essential. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience. C-suite executives must set a clear mission that places customer experience at the core of the company’s strategy.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

Comm100

FEBRUARY 6, 2023

But one group that has been growing is customers who want to serve themselves. In CX, self-service is the aspirational experience where service is provided to clients with no friction points along their journey. You can group them according to their behaviour, demographics, or where they’re in the customer journey.

Financial 243

Financial Trends Self Service Customer Experience 243

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. How are those insights communicated to drive action? What should every employee know about those numbers? You can do this, too.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

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? When assessing job titles, consider what the title communicates about the employee. customer experience (CX). Context is critical. Customer service ?

Contact Center 228

Contact Center Communication Groups Customer Service 228

InMoment XI

MARCH 2, 2022

The financial and time investment comes through macro culture maturity assessment, targeted qualitative and quantitative employee research focused only on their connection, and commitment to, company culture, and development of communication, process, and other techniques for building and sustaining greater connection with and by employees.

Culture 195

Culture Connections Company eBook 195

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Experience Investigators by 360Connext

FEBRUARY 9, 2021

It’s our belief that when we invest in CX, listen to the voice of our customers & find opportunities to improve, we will deliver on the exceptional customer experiences that build strong, lasting relationships with our policyholders & agent partners.”. Chris Neeson, Customer Experience Leader, Ohio Mutual Insurance Group.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. How is the site experience?

Sports 197

Sports Customer Experience Travel B2C 197

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? When assessing job titles, consider what the title communicates about the employee. customer experience (CX). Context is critical. Customer service ?

Contact Center 182

Contact Center Communication Groups Customer Service 182

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

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. The output from the meeting was a "team charter" that outlined how they would communicate with each other.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

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

Comm100

MARCH 16, 2022

The United Kingdom’s Government Digital Services, the Canadian Digital Services, and Singapore’s Government Technology Agency are all examples of governments dedicating resources towards digital technologies that experience citizen experience, as well government employee experience. Digital communication .

Government 243

Government Customer Service Chatbots Effort Score 243

CX Journey

JANUARY 31, 2018

Building your business case is not only about the why but also about the what: teach executives who might not understand the connection between focusing on culture, employee experience, and customer experience and increasing revenue and profits. Communicate. Communicate. Communicate. Keep communicating.

CEM 164

CEM Management Government Culture 164

Lumoa

JUNE 23, 2021

More diverse customer experience No matter what industry you operate in, your customers are likely to be a diverse mix of people with a mix of religion, race, social status, ableness, and other characteristics. To win in a diverse market, your customer experience team needs to be able to empathize with the customers they’re trying to help.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Employee experience has certainly met some hard knocks during the global pandemic. Keys to employee experience and customer experience are essentially understanding and meeting expectations. Lynn Hunsaker.

Employee Experience 71

Employee Experience Customer Experience Leadership Exercises 71

Customer Bliss

JULY 13, 2018

The first year as a CCO or CX change agent is a priority year when it comes to understanding your role within the organization, the work that was previously done to manage CX (if any was done at all), and the overall employee experience. She wanted to get “under the skin” of what employees lived day-in and day-out.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

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

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 74

Communication Contact Center Return on Investment Survey 74

CloudCherry

FEBRUARY 28, 2018

Build Open and Honest Relationships with Communication. Write down your company’s cultural values, figure out whether they are in line with your vision and propagate this throughout your organization so that every employee knows what they’re working towards daily. START IMPROVING EMPLOYEE EXPERIENCE! Do More With Less.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

Vonage

OCTOBER 2, 2017

Ensure composition of the Steering Group and Working Group is truly cross functional. Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Vonage

SEPTEMBER 15, 2017

Ensure composition of the Steering Group and Working Group is truly cross functional. Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Calabrio

MARCH 5, 2025

Create a safer environment for your customers with: Secure online platforms: Prioritize safe communication channels, such as encrypted messaging platforms. Engage and train employees To excel in your VoC program, youll need a well-trained and engaged customer success team to analyze data and actively participate in the feedback process.

Contact Center 100

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

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. She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers.

Culture 156

Culture Connections Contact Center Leadership 156

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. Let’s share it with the group.”

Case Study 152

Case Study Airlines Conference Wait Times 152

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

Daniel Group

DECEMBER 13, 2023

Customer Experience and Employee Experience — Both Matter in Your Company Customer experience is the word you hear a lot these days. The main reason is that customers want great experiences when they buy. Some companies overlook the importance of employee experiences to making CX successful.

Employee Experience 52

Employee Experience Customer Experience Company Employee Engagement 52

TechSee

AUGUST 14, 2023

Follow on LinkedIn Clare Muscutt, Founder and CEO of Women in CX As a globally recognized leading CX practitioner, Clare has dedicated her career to crafting innovative strategies that balance customer and employee needs with business outcomes. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. More than ever, we need honest and substantive communication, but there seems to be a movement in the opposite direction. Akos : I agree. Absolutely.

Groups 147

Groups Government Travel Communication 147

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

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. Start with a vision.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175