InMoment XI

SEPTEMBER 20, 2022

Even consultants and professional HR associations like the Society for Human Resource Management have determined that even high-level satisfaction doesn’t necessarily mean closer connection to the employer or greater employee performance. Employee Engagement: Doing What (Almost) Everybody Else Does. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Experience Investigators by 360Connext

NOVEMBER 12, 2014

At a recent conference, I saw a speaker from Buzzfeed declare that anything viral was really about identity. And it’s a great way to help customers identify with your products and experience. These customers had, after all, self identified as adventure seekers. This experience recognized who they were in an unexpected and amazing way.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Alida

JUNE 1, 2017

The conference promises to provide actionable information to help automakers, dealers and finance companies improve customer experience. Here are three of the sessions we’ll be exploring at this year’s conference: 1. The connection between the employee and customer experience. When: June 20, 4:00 pm – 4:45 pm.

Automotive 157

Automotive Conference Retail Employee Engagement 157

SurveySparrow

NOVEMBER 28, 2019

Customer Experience conferences are always a source of joy for us, CX enthusiasts. We just can’t stop talking about the sensational cx conferences that 2019 exhibited. Here are the much-awaited customer experience conferences of 2020. 2020’s right around the corner. Well, then dive in! Oracle OpenWorld, Middle East.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

Beyond Philosophy

JULY 12, 2016

Its foundation of employee satisfaction is built on shifting sand. Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior?

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

BlueOcean

JULY 20, 2023

Let’s explore when and how it makes good business sense to connect with your prospective partners at each stage of the RFP process. In the olden days (pre-2020,) vendor meetings frequently involved calling into a conference line. The Kick-Off: Vendor Meeting Best Format: Virtual.

Contact Center 294

Contact Center Travel Culture Meeting 294

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. A frequent speaker and writer on engagement. . How to look at onboarding for building connection.

Culture 98

Culture Connections Leadership Communication 98

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. This post was written for, and a version originally appeared on i Media Connection.

Marketing 110

Marketing Conference Transportation Innovation 110

Customer Bliss

JULY 24, 2018

We’re all social animals who want to feel respect, connection, and community with others. But that’s closely tied to internal caring – how you treat your employees. It would logically stand to reason that an unhappy/disgruntled employee, not feeling cared for, won’t perform well when customers come calling.

Employee Engagement 161

Employee Engagement Tips Customer Satisfaction Conference 161

Customer Bliss

NOVEMBER 1, 2018

They uplift their drivers/employees by being authentic and engaged. Mary and her team ensure that they’re conscious and connected with the driver community. Tactic 1: Be Authentically Engaged. In addition to understanding the experience of drivers, Mary developed a strong focus on talent and hiring for Lyft employees.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

JUNE 14, 2019

Keep Employees Engaged and Informed. To keep the salespeople engaged, Chester and his team have instituted quarterly meetings for updates on the business, priorities, and strategies. Chester explains that it was relatively easy for the team to align on these strategies and that some strategies have been tabled for a RACES 2.0

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. It’s critical to think like a human and understand the human connection as part of the customer experience! Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

ShepHyken

OCTOBER 1, 2019

Give your customers the ability to connect with you the way they want to, not the way you want them to. The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio.

Self Service 21

Self Service Contact Center Conference Trends 21

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. More Blogs Menu.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% and, 2) Where’s the consistent proof for individual companies?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. After presenting on this topic for groups like WOMMA (Word of Mouth Marketing Association) and OMI (Online Marketing Institute) as well as a popular topic at conferences and corporate events, we decided to present to you, our community!

Customer Care 110

Customer Care Social Media Marketing Conference 110

Think Customers

JUNE 24, 2024

This year, I got a similar feeling at the recent Customer Contact Week conference, the popular annual gathering of contact center players in Las Vegas hosted by Customer Management Practice. Kyle and her colleagues shared research showing that only 11% of contact center employees work on site, compared to 76% before COVID.

Conference 59

Conference Technology Meeting Contact Center 59

Experience Investigators by 360Connext

MARCH 12, 2015

It’s where ideas like the importance of Net Neutrality and using neuroscience as a privacy hack are discussed in conference rooms and cocktail parties. SXSW is where I first began to see glimmers of wearable technology a few years ago. Yes, there are parties. I plan to attend some. So what’s next?

Customer Experience 110

Customer Experience Fashion Social Media Conference 110

Think Customers

JUNE 29, 2022

This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022 , which revealed that CX quality dropped for nearly 20% of brands, the highest proportion of brands to fall in one year since the survey began. And, Tynan said, most organizations are not paying enough attention to them as a lever.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

SurveySparrow

NOVEMBER 28, 2019

A Customer Experience conference is always a source of joy for us, CX enthusiasts. We just can’t stop talking about the sensational cx conferences that 2019 exhibited. Here are the much-awaited customer experience conferences of 2020. Adobe Summit (The Digital Experience Conference). 2020’s right around the corner.

Conference 52

Conference Customer Experience Customer Journeys Omni-Channel 52

Beyond Philosophy

OCTOBER 28, 2014

The idea is that personal exchanges and connections are encouraged, whether it’s through the phone, an SMS exchange, Email or Chat. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

Experience Investigators by 360Connext

MARCH 18, 2015

It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. The mix of people at SXSW is unlike any other conference you can attend. I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark.

Interaction 110

Interaction Conference Innovation Fashion 110

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

TechSee

JANUARY 25, 2023

The field service industry is lucky to have several thought leaders who publish their expert views, speak at conferences, and share their philosophy with others in the field. link] [link] Ron Palinkas, Service Team Builder Ron Palinkas is Head of Customer Connect at Hitachi Energy. How to sift through it all? Follow them and learn.

Management 41

Management Automotive Leadership Effort Score 41

Qualtrics

DECEMBER 6, 2018

It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. HR and EX conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. Date: March 5-8, 2019.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

Bold360

JANUARY 29, 2020

So with an eye on the future, the CXNext crew sat down with Jon Stine, Lead at the Open Voice Network, to discuss key insights from the conferences and also what to expect with voice AI, his specialty. With so many new and connected devices, we as consumers are now living our lives through devices. Here are our five big takeaways: 1.

Conference 52

Conference Omni-Channel Retail Employee Engagement 52

Experience Investigators by 360Connext

JANUARY 5, 2015

Then it tapered off, they felt less connected and important, and they drifted to my client’s competitors. How vital employee feedback gets filed under “G” When interviewing and observing the staff, they shared things they didn’t feel they could say in the monthly “all hands” staff meetings.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). This year, Calabrio is focusing sessions on the Connected Workforce and for the second year in a row, C3 is being held as a virtual event.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

Experience Investigators by 360Connext

JUNE 29, 2015

Or maybe she works remotely and has a video conference with 4 people from all over the globe by 7 am. By the time he gets to work, he’s checked his email on his phone, heard the morning news about the situation in Eastern Europe that may impact your global goals, and realized he’s late for a meeting with HR about signing forms.

Customer Journeys 110

Customer Journeys Social Media Exercises B2B 110

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. It will also become a hot topic at CX conferences. Speech Analytics Piloting.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Engine Insights

OCTOBER 2, 2015

Each year, ORC International celebrates excellence in employee engagement amongst our clients around the world. Winners of ORC’s International Excellence in Employee Engagement Award achieve the highest engagement survey scores relative to external benchmarks. More details at www.orcemployeeconference.com. .

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

Alida

AUGUST 30, 2016

More than just a conference for learning, the Summit offers a unique opportunity to get some face time with business leaders from the most customer-centric global brands—a chance to enhance your career and make connections. Figure out who might be worthwhile to connect with and have a meaningful conversation with them.”.

Tips 113

Tips Customer Centricity Fashion Case Study 113

Experience Investigators by 360Connext

MARCH 9, 2015

This community of CX pros from around the globe provides tons of resources, educational opportunities, conferences, and more. If you’re serious about becoming a customer experience professional, then the Customer Experience Professionals Association is the place for you.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Call Experts

FEBRUARY 19, 2020

Improving this experience is about developing an emotional connection to create a brand perception of your company. The way your customers feel after interacting with your business's support program is going to foster a connection for the future. 6 Key Benefits of Employee Call Off Lines. Summer HR Conferences.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80