Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. Despite the talk in media about the so-called retail apocalypse , many speakers at the conference reiterated that the industry is alive and well. Get closer to your employees.

Retail 189

Retail Conference Employee Engagement ROI 189

Experience Investigators by 360Connext

NOVEMBER 3, 2014

The foosball table is replaced with an austere conference table, and the leaders are getting down to business. Staff is added, roles are more defined, and customers are surprised by new account managers, cashiers, and others. The original team members become uncomfortable with the changes.

How To 271

How To Leadership Social Media Consulting 271

InMoment XI

SEPTEMBER 20, 2022

A large national financial services company, concerned that it was experiencing over 30% turnover among new employees, decided to give them a 13% bonus. Those employees who were “satisfied” happily took the additional money, but the result was no discernible decrease in churn. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Get employee feedback.

Employee Engagement 60

Employee Engagement Trends Engagement Company 60

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. One of the best aspects of industry conferences is the opportunity to network with peers and make new contacts.

Automotive 157

Automotive Conference Retail Employee Engagement 157

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

CSM Magazine

AUGUST 22, 2024

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment.

Employee Engagement 52

Employee Engagement Engagement Strategy e-support 52

BlueOcean

JULY 20, 2023

In the olden days (pre-2020,) vendor meetings frequently involved calling into a conference line. Establish the Rules of Engagement: parameters around communication, expectation on timelines and what slippage/remediation might look like. Expect that everyone stays focused and engaged. Natural dialogue is harder.

Contact Center 294

Contact Center Travel Culture Meeting 294

CX University

JULY 31, 2018

In 2016, closed $96 billion in mortgages (DNA of Engagement, 2018). #14 These bullets tell the full story of how Quicken Loans transforms from the inside out, beginning with its culture and employees, thus impacting customer satisfaction, satisfied customers leading to rampant growth and interstellar rise in industry.

Employee Engagement 65

Employee Engagement Customer Satisfaction Engagement Culture 65

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

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Customer focused measures are built into performance objectives and bonus schemes, whilst communication, employee engagement and learning & development activity keeps an army of Customer Experience ‘people’ busy.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

NICE inContact

MARCH 27, 2019

At Interactions EMEA 201 9 , NICE’s flagship annual customer conference in London, you’ll have a premium tiered seat to incredible educational opportunities that will reveal the latest tools and solutions you need to improve and scale your business.

Conference 136

Conference Employee Engagement Innovation Analytics 136

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

NICE inContact

OCTOBER 24, 2018

We hear it every year: The NICE inContact CX Excellence Awards program is one of the favorite events at our Interactions conference. Best Employee Engagement. You’ll receive a complimentary full conference pass just for making a submission. Best Customer Experience. Best Business Impact. Rookie of the Year.

Conference 120

Conference ROI Employee Engagement Interaction 120

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? Coworkers/team members – How much influence do they exert on the employee’s level of engagement?

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

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

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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% Those question are: 1) Really? Those question are: 1) Really?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

NICE inContact

OCTOBER 30, 2019

Best Employee Engagement This category salutes clients who have utilized technology to successfully engage and motivate their workforce. If you submit your application by December 31st, you’ll receive a free full-conference pass just for an approved application!

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

NICE inContact

FEBRUARY 22, 2018

Best Employee Engagement. You’ll receive a complimentary full conference pass just for making a submission. We’ll be shining the spotlight on outstanding performance at Interactions 2018 with awards in five categories: Best Cloud Implementation. Best Customer Experience. Best Business Impact. Rookie of the Year.

Hotels 12

Hotels Contact Center Conference Employee Engagement 12

Think Customers

DECEMBER 14, 2015

When the New York Times published an article in August shining a spotlight on Amazon's bizarre company culture, it triggered a barrage of comments and articles about the importance of culture in engendering engagement. Personal accounts of 1 a.m. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Employee Engagement 40

Employee Engagement Culture Engagement Conference 40

Beyond Philosophy

NOVEMBER 10, 2014

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 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Michelli Experience

SEPTEMBER 15, 2016

I was reminded of the importance of mastery recently as I have been preparing to speak at a TEDx conference in Sarasota , Florida, on October 6 th. There are still a few tickets available – so if you are in the area, I’d love to see you there.). TEDx has stretched and enlivened me and my colleagues.

Engagement 100

Engagement Entertainment Conference Analysis 100

Customer Bliss

JULY 24, 2018

It’s our humanity and our ability to care that makes all the difference in the lives of our employees and customers. #CX When engaging with customers, we’re talking about external empathy and caring. But that’s closely tied to internal caring – how you treat your employees. CX #CustExp Click To Tweet. Who wouldn’t take that?

Employee Engagement 161

Employee Engagement Tips Customer Satisfaction Conference 161

Confirmit

SEPTEMBER 10, 2018

I’ve reported back a little last week about the recent HCI Employee Engagement conference in Denver. King County believes that government has an unfair advantage in employee engagement ! belief amongst employees, with respect to engagement survey efforts) and results/impact. Imagine that!

Employee Engagement 40

Employee Engagement Engagement Government Leadership 40

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 also shares that J&J has a designated social media site called Yammer , where employees can post updates and engage with each other.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Customer Bliss

NOVEMBER 1, 2018

They uplift their drivers/employees by being authentic and engaged. Tactic 1: Be Authentically Engaged. 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.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Happy or Not

APRIL 19, 2018

May 6-9, 2018 | San Diego, US HappyOrNot® is thrilled to be exhibiting at the 75th annual ATD International Conference and Exposition. Visit us in Booth #2438 where our Customer Experience and Employee Engagement Specialists will be demonstrating our new products and services. 9.2018 appeared first on HappyOrNot.

Conference 51

Conference Employee Engagement Engagement Customer Experience 51

Experience Investigators by 360Connext

JANUARY 23, 2015

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! Social Customer Care: Best Practices for Major Engagement. 30, January 2015. 30, January 2015.

Customer Care 110

Customer Care Social Media Marketing Conference 110

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

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. Blog Customer Experience Featured Opinion Recent News brand image Conference data innovation leadership speaking'

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

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.

Marketing 110

Marketing Conference Transportation Innovation 110

Beyond Philosophy

OCTOBER 28, 2014

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

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. Congratulations on this very well deserved award.”

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

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

ShepHyken

OCTOBER 1, 2019

Data and analytics empower agents to engage customers in a way that brings humanity back into the equation. The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio. Customers’ expectations are higher than ever.

Self Service 21

Self Service Contact Center Conference Trends 21