CX Journey

JULY 18, 2018

Image courtesy of Pixabay Is there a linkage between corporate culture and the bottom line? Corporate culture is linked to so many business decisions and business outcomes. Culture is such an important part of any business. Questions addressed in this paper included: What is corporate culture? ective corporate culture?

Culture 109

Culture e-support Leadership Conference 109

Beyond Philosophy

APRIL 5, 2019

Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. Your customer service culture is essential to your organization.

Culture 112

Culture Effort Score Leadership Conference 112

Experience Matters

APRIL 9, 2017

Here are some opportunities: Melbourne, 19-20 June: Conference: Customer Experience Tech Fest Join me at this exciting conference where I will deliver keynote addresses on CX trends and customer-centric culture. Do you want to see us while we’re there? I’m looking forward to the […].

Groups 175

Groups Conference Customer Centricity Culture 175

TechSee

OCTOBER 22, 2024

In addition to training, it’s important to create a culture of innovation and continuous learning within the organization. Provide them with opportunities to learn about the latest trends and technologies, and reward the standouts with trips to conferences or industry events.

Technology 109

Technology Customer Satisfaction Conference Culture 109

Experience Investigators by 360Connext

NOVEMBER 17, 2014

One Fortune 50 company decided to put felt blankets on office chairs and conference room chairs that had “CUSTOMER” in lettering on them. Blog Culture Customer Engagement Customer Experience Featured Recent News customer engagement customer service linkedin'

Social Media 282

Social Media Study Consulting Customer Engagement 282

Daniel Group

NOVEMBER 30, 2022

– The Daniel Group 2022 Client Conference. Our annual conference theme, Dollars & Sense, suggests the two primary foci of our conference: 1.) Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program. Who was there?

Conference 98

Conference Groups NPS Net Promoter Score 98

Kayako

MARCH 17, 2016

These values have to be instilled at the onboarding stage and reinforced in order to cement the company culture. But how can companies build a culture when employees are spread out all over the globe? The key is to build culture right from the start: during onboarding. Conference calls. What exactly is onboarding?

Culture 0

Culture How To Policies Communication 0

BlueOcean

JULY 20, 2023

The buying team made in-person site visit to the shortlisted bidders’ locations to assess cultural compatibility and assess facility/location suitability. In the olden days (pre-2020,) vendor meetings frequently involved calling into a conference line. In-person negotiations with successful bidder. Does it align with your own?

Contact Center 294

Contact Center Travel Culture Meeting 294

Kayako

NOVEMBER 21, 2018

For these brands, customer service isn’t just a department within the organization, it’s the center of their entire company culture and plays a role in nearly everything they do. How do you build a customer-oriented culture? Seemingly little things like this become the building blocks of a customer-oriented culture.

Culture 120

Culture Banking How To Customer Service 120

CX Accelerator

MAY 15, 2019

We all have our own frames, or ways of seeing the world, based on our perspectives, culture and many other factors in ourselves and our environment. When people have more focus, they tend to do better, so don’t be afraid to let your agents focus on one channel at a time, without having to divide their attention between two.

Contact Center 51

Contact Center Customer Service Conference Exercises 51

Kristina Evey

MAY 15, 2018

The core values are the solid foundational building blocks on which your culture is built. Just as your culture should only be able to describe your company alone, the Core Values follow the same idea. These Core Values, along with your defined ideal culture, should be openly shared and discussed during the interview process.

Customer Experience 231

Customer Experience Culture Leadership Customers 231

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

InMoment XI

MAY 23, 2023

The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future. Keep reading for the top takeaways: 3 Key Takeaways From the Presentation: Takeaway #1: Be BOLD Set out to create a customer-obsessed culture, and get there!

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

InMoment XI

SEPTEMBER 20, 2022

How aligned they are with the company’s overall business goals and culture. In 2006, The Conference Board published “Employee Engagement: A Review of Current Research and Its Implications.” Engagement, however, represents a mix of loosely related concepts and ideas rather than a single, objectively defined term.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

CX Accelerator

NOVEMBER 11, 2022

Traditionally, Human Relations departments have not been created with the primary goal of improving culture or EX so we would place this function within the CX team where the link between EX and CX has been recognized for years. Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

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. Virtual employees go the distance to cultivate culture. Values are what we say we do.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

Horizon CX

SEPTEMBER 1, 2023

Then there are those organizations that get engaged with CX because a senior leader either read a book on CX or attended an industry conference where CX was presented in such a way that demonstrated how that business drove revenues and profits to higher levels through CX than if they hadn’t engaged. It requires courage and real leadership.

Exercises 246

Exercises Customer Centricity NPS Culture 246

The DiJulius Group

APRIL 5, 2022

This shift produces a culture that permeates into people’s personal lives, at home, and in the community which in turn provides the business with higher sales, morale, and brand loyalty – Making Price Irrelevant! The post The 2022 Customer Service Revolution Conference Lineup Revealed appeared first on The DiJulius Group.

Conference 72

Conference Customer Service Culture Loyalty 72

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Whether you like an analogy or not, this particular one is a remarkably accurate way of thinking about any organisations journey to embedding a Customer Centric culture.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Kayako

FEBRUARY 28, 2018

You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up. A training program is just the start of your growth-driven culture. Have a training/education budget.

Training 213

Training Culture Customer Service Training Customers 213

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. So, so that type of cultural leadership, right. Russel Lolacher. What are some red flags?

Culture 98

Culture Connections Leadership Communication 98

Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. She is a regular speaker at CX events and conferences across Europe. The Capabilities. Customer strategy. Measurement.

Travel 204

Travel Industry Hotels Customer Journeys 204

Aveus

NOVEMBER 25, 2019

A couple weeks ago at the Medecision Healthcare Liberation Conference, I attended the Chief Experience Officer roundtable where we had an excellent discussion around how payors are thinking about their digital experience. Three themes emerged that I continue to think about.

Omni-Channel 213

Omni-Channel Healthcare Multi-Channel Conference 213

AWS Machine Learning

AUGUST 28, 2023

As part of the 2023 Data Science Conference (DSCO 23), AWS partnered with the Data Institute at the University of San Francisco (USF) to conduct a datathon. The winning teams were led by Peter Ma, Ben Welner, and Ei Coltin, who were all awarded prizes at the opening ceremony of the Data Science Conference at USF.

Conference 83

Conference Data Analysis Culture 83

Kerry Bodine

JUNE 11, 2017

Customer experience professionals must design improved interactions for their customers and, as part of this work, change the processes, policies, and culture of the organizations that drive those interactions. Hence the growing number of customer experience conferences and consultancies!).

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

Retently

OCTOBER 16, 2024

Post-Event Feedback (Conferences, Webinars, Workshops) After hosting events like webinars or conferences, follow-up emails are commonly sent to attendees. This helps build a positive workplace culture and ensures that internal processes are running smoothly.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

Kerry Bodine

MARCH 12, 2018

This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. I agree with this, especially when the design initiative inspires others or sparks cultural change within an organization. This final post will focus on service delivery.

How To 120

How To Conference Culture Touchpoint 120

BlueOcean

NOVEMBER 28, 2022

In fact, it’s no exaggeration to say that he stole the show at the 2021 Contact Center World Best Practices Conference, where he truly engaged and captivated his audience—in a virtual setting , no less! He is also one of the most engaging presenters we’ve ever seen, with a unique and hilarious approach to work and life.

Training 156

Training Contact Center Healthcare Conference 156

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

GetFeedback

JUNE 10, 2019

IAM Weekend is a yearly conference for creative thinkers and organizations to discuss the future of internet culture. Right after the conference, the organizers sent a form out which felt like the conference itself: the survey was fun and refreshing to fill in.

Feedback 199

Feedback Survey Conference Airlines 199

Customer Bliss

AUGUST 9, 2018

The video feedback was one of the first steps in reshaping how the customer experience was viewed, but to truly have a catalyst for the CX program and drive culture change, Daniel and Elizabeth decided to create a customer room. Drive culture change. A large conference room is set up once a quarter by stages of the customer lifecycle.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. What are you looking to climb?

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls. This was a major improvement within their culture.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ChurnZero

NOVEMBER 26, 2024

A clear, detailed, and well-written customer success job description is essential to attract the right candidate while providing important information about the company, necessary qualifications and skills for the role , company culture, benefits and more. Foster a culture of customer-centricity throughout the organization.

Customer Success 52

Customer Success How To Insurance Culture 52

Kerry Bodine

MAY 14, 2018

It was an energizing (and, to be completely honest, exhausting) two days—but the work didn’t end for Amelia when the conference was over. The following day, she took the CXPA ’s exam to become a certified customer experience professional. It’s no surprise to me, but I’m thrilled to announce that Amelia passed with flying colors!

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Conference ROI 120

CX Accelerator

AUGUST 16, 2018

Jeremy Watkin you've created a wonderful culture inside the dialog with your thought-provoking questions and helpful nature. Highlight #2: No More Post-Conference Blues. Don't you hate that feeling of come home after an amazing conference and missing everyone like crazy?

Conference 140

Conference Social Media Tips Culture 140