Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. A big part of my role has always been change management, and communication is key to that. We aim to do that through our government social media.

Social Media 52

Social Media Government Customer Care Transportation 52

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. 3 Steps to Initiating A CX Communication Strategy. In order to provide IT support the various government branches, the state of Colorado decided to consolidate IT into one division.

Government 111

Government Chief Customer Officer How To Roadmap 111

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. Mitel’s leadership team sat down and looked into the UC crystal ball.

Communication 70

Communication Contact Center Return on Investment System 70

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

CX Journey

JANUARY 31, 2018

Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Develop a governance structure.

CEM 164

CEM Management Government Culture 164

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Create a Problem Statement That Defines What You’re Trying to Solve Effective change management should not include the phrase “Because I Said So”.

Management 52

Management Leadership Customer Centricity eBook 52

Magellan Solutions

JULY 13, 2021

Government Tasks & Why E-services Are Needed For Them. Governments and businesses not familiar with communicating a constantly changing message of this magnitude grappled with solutions. But after some time, it was realized that it is indeed a better way for citizens and the government to communicate effectively. .

Government 40

Government System e-support Social Media 40

CSM Magazine

NOVEMBER 27, 2018

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. Study after study demonstrates how most managers fail. There are more management and leadership books, training, and coaches than ever before.

Leadership 56

Leadership e-support Government Study 56

Vonage

SEPTEMBER 15, 2017

Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it. Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Here are the top CX tips we have learned along the way: 1.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

CX Journey

AUGUST 26, 2014

Image courtesy of B Gilmour How well are your change management efforts going? The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. It got me thinking about whether I captured all of these steps in a post on change management I wrote last month for Intradiem.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Qualtrics

MARCH 16, 2020

During times of uncertainty, citizens look to their government for leadership. The evolving situation surrounding COVID-19 is causing governments and departments to shift their focus and (sometimes limited) resources toward combating the spread of this global virus. Communicate Strategically. Asking promotes empathy.

Government 52

Government Connections Call Center Resources 52

CX Journey

JUNE 17, 2019

In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) There needs to be leadership from the top, but a grassroots groundswell is also required for the transformation effort not to stall.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

CSM Magazine

SEPTEMBER 19, 2024

Consumers, investors, and even governments are looking more closely at how companies manage their environmental impact. The Role of Education in Sustainability Leadership Incorporating sustainable practices into a business strategy is not something that happens overnight.

Government 52

Government Culture Innovation Transportation 52

West Monroe

APRIL 3, 2023

Among the most common technology platforms being deployed or enhanced are: Advanced Distribution Management Systems (ADMS); Distributed Energy Resource Management Systems (DERMS); Customer Information Systems (CIS); Enterprise Asset Management Systems (EAM); and Geographic Information Systems (GIS).

Management 52

Management Government System Technology 52

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. Why governance?

Industry 52

Industry Healthcare Government Guidelines 52

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. Your management team needs to be the biggest advocates for the change to bring the team with them. How do your leaders kick start the process of communicating the renewed purpose.

B2B 353

B2B Brands Innovation Government 353

Enalyzer

MAY 13, 2020

We have developed a pulse survey solution that helps HR, IT, Operations, and Leadership teams address each employee’s unique needs and concerns to make a safe and positive transition back. In other words, you need to determine when and how you can call back the troops.

Government 98

Government Survey Leadership Consulting 98

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Employee Engagement Culture 93

Customer Bliss

JUNE 27, 2017

She started out as store manager for Waitrose, moved into Retail consultancy with Deloitte and then into digital retail with M&S.com. She also downloaded “tons of white papers” and read thought leadership (including one of my books!). This is all about communicating the message and building rapport with stakeholders.

Retail 0

Retail Leadership Customer Experience Video 0

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. Why governance?

Industry 40

Industry Government Leadership Healthcare 40

eglobalis

JUNE 27, 2024

Feedback and complaint management tools are essential for promptly addressing customer issues. This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Communication, continuous change management initiatives, and other strategies are essential to this alignment.

Strategy 387

Strategy Customer Experience Net Promoter Score Customer Centricity 387

West Monroe

JULY 29, 2024

Christina Galoozis, Director of Communications and Public Relations at West Monroe, is joined by EJ and Sam Vogel from the AI Center of Excellence, where they discuss topics including how can companies encourage employees to experiment with AI without fear? It’s crucial to understand data usage and governance with these tools.

Culture 59

Culture ROI How To Government 59

ECXO

JULY 29, 2024

Feedback and Complaint Management Tools : Essential for promptly addressing customer issues. This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Communication, continuous change management initiatives, and other strategies are essential to this alignment.

Strategy 368

Strategy Customer Experience Net Promoter Score Effort Score 368

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Experience Management (XM) encompasses CX + EX + PX. This is the heart of experience management!

Metrics 62

Metrics Management Effort Score ROI 62

West Monroe

SEPTEMBER 14, 2023

” As that happens, we believe that it’s critical to revisit and reinvigorate supplier risk management (SRM) programs. Given the extraordinary events of the past several years, it’s understandable that many manufacturers eased up on supplier risk management to ensure they could get what they needed to meet demand.

Management 52

Management Effort Score Competitive Advantage Government 52

West Monroe

SEPTEMBER 14, 2023

” As that happens, we believe that it’s critical to revisit and reinvigorate supplier risk management (SRM) programs. Given the extraordinary events of the past several years, it’s understandable that many manufacturers eased up on supplier risk management to ensure they could get what they needed to meet demand.

Management 52

Management Effort Score Competitive Advantage Government 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Ecrion

FEBRUARY 14, 2019

Ecrion Software, a leader in the document production and CCM spaces, today announced it has restructured its Leadership Team in an effort to better align the company as it sees increased global growth. The restructuring of the Ecrion leadership team is focused on improving and further aligning sales, operations and marketing.

Leadership 40

Leadership Software CEM Insurance 40

Experience Investigators by 360Connext

JUNE 4, 2024

Believe they have little to no control over what companies or the government can do with their data (73%). I’ve compiled five core actionable initiatives your leadership team can take to begin ensuring better data privacy for your customers within your organization. Communicate clearly about how the data will be used.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

Believe they have little to no control over what companies or the government can do with their data (73%). I’ve compiled five core actionable initiatives your leadership team can take to begin ensuring better data privacy for your customers within your organization. Communicate clearly about how the data will be used.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

Believe they have little to no control over what companies or the government can do with their data (73%). I’ve compiled five core actionable initiatives your leadership team can take to begin ensuring better data privacy for your customers within your organization. Communicate clearly about how the data will be used.

Customer Experience 143

Customer Experience Self Service Data Connections 143

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. clearly communicates goals to all employees and links individual goals to corporate goals.” Trahant, Public Manager).

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

CX Journey

JUNE 17, 2019

In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) There needs to be leadership from the top, but a grassroots groundswell is also required for the transformation effort not to stall.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway? Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar listed 3 different phases that were instituted internally to unite the teams and leadership in navigating this work.

Leadership 175

Leadership Culture Government B2B 175

ijgolding

MAY 6, 2020

governance. customer journey management. The crossword puzzle was seen as a brilliantly simple and fun way to communicate the strategy. The model has 6 elements to it – elements that define the required competencies for Budapest Bank to become sustainably customer centric: strategy. customer insight. measurement.

Banking 233

Banking Customer Experience Customer Centricity Culture 233