Experience Investigators by 360Connext

FEBRUARY 23, 2021

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Comm100

FEBRUARY 6, 2023

Humanizing the digital experience As businesses focus on digitization and customer interaction becomes more automated, customer experiences lose a personal touch. Companies can no longer connect with clients on a human level, and as a result, clients feel neglected.

Financial 245

Financial Trends Self Service Customer Experience 245

ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Your purpose should be the north star that guides your customers and employees experience. Be consistent.

B2B 367

B2B Brands Innovation Government 367

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. Build Connections.

Employee Experience 71

Employee Experience Customer Experience Leadership Exercises 71

ECXO

APRIL 1, 2021

The fascinating thing about surprise is that it is, in fact, a neutral emotion but acts “as an amplifier of the emotion that follows it” (Westbrook and Oliver, 1991) (Mattila, 2013), meaning that depending on other connected emotional drivers the feeling of surprise could either result in a positive or negative one. Join ECXO today.

Strategy 296

Strategy Exercises Study Customer Expectations 296

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. She even includes several exercises in the book. What a fantastic question!

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

We simply added to that with a Customer Experience Mission that focused on Going Beyond. Providing focus to the experience was something every employee could understand, connect to emotionally, and understand how their role helped. Ask as many more employees as you’d like, keeping track of the responses you get.

How To 214

How To Airlines Brands Hotels 214

ShepHyken

JUNE 27, 2023

That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant? Connect with Shep on LinkedIn.

Exercises 128

Exercises Touchpoint Customer Service Training Customer Service 128

SurveyGizmo

MAY 28, 2020

As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal. The Employee Engagement Solution: An HR Success Story. At SurveyGizmo, the employee experience is at the core of everything we do.

Employee Experience 98

Employee Experience Employee Engagement Rewards Programs Culture 98

Experience Investigators by 360Connext

JUNE 30, 2020

Planning is an exercise in “wait and see” and teams continue to work remotely from their homes. There are a few ways we can create extraordinary experiences for our customers in this extraordinary time. Accessibility is the experience. Connection, in all its forms, is still critical. Humans long to connect.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Planning is an exercise in “wait and see” and teams continue to work remotely from their homes. There are a few ways we can create extraordinary experiences for our customers in this extraordinary time. Accessibility is the experience. Connection, in all its forms, is still critical. Humans long to connect.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

SurveyGizmo

SEPTEMBER 18, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. When done right, employee feedback can affect real change throughout your organization. Deepening Connections Through Feedback. Increased engagement means developing deeper connections. Distractions abound.

Connections 52

Connections Feedback Net Promoter Score Effort Score 52

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

Experience Investigators by 360Connext

APRIL 21, 2020

It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience. Today’s learning professionals are getting creative to connect and deliver to learners across their organizations. But I recommend making it your own.).

Course 143

Course Training Feedback Connections 143

DCX

JANUARY 19, 2025

This week’s links all share one compelling thread: The best customer experiences are built on intentionality. The big picture: As CX professionals, you’re not just building systems—you’re building connections. The best part is connecting with awesome, like-minded people—just like you! But honestly?

Travel 52

Travel Customer Centricity Culture Brands 52

Customer Bliss

AUGUST 3, 2018

Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ShepHyken

OCTOBER 1, 2024

You can also email it to all employees. Wednesday is Innovation Day. This is like a massive suggestion box exercise. Ask every employee to participate by sharing at least one idea that could enhance the employee or customer experience, boost efficiency, foster safety, make money, save money, advance sustainability and more.

Customer Service 93

Customer Service Exercises Video Customers 93

Oracle

MAY 1, 2020

Happy employees are also the key factor in acquiring and keeping happy customers. While it can be an exercise in creativity to rethink the ways in which your team can maintain a strong work culture digitally, it’s not impossible. Choose the right communications tool for your meetings.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

ECXO

DECEMBER 26, 2023

But if you’ve ever fallen asleep over a boring textbook, or fast-forwarded through a tedious e-learning exercise, you know that creating a great learning experience is harder than it seems. Measuring the User Experience: Collecting, Analysing, and Presenting UX Metrics by Bill Albert and Tom Tullis. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Playvox

JANUARY 5, 2022

Agent engagement refers to an employee’s mental and emotional connection to your company. According to SHRM , it also includes an employee’s willingness and ability to contribute to the company’s success. But exercise moderation when it comes to on-camera meetings. Communicate Consistently and Clearly. Equip Your Team.

Contact Center 72

Contact Center How To Fashion Gamification 72

Customer Bliss

AUGUST 23, 2016

In Darryl’s career, these elements have helped shape customer experience and culture change in different roles he’s held: Culture crystallization: The term “culture” is very fluffy to executives and leaders who are used to hard numbers and looking at financials. That’s human nature.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Integrity Solutions

SEPTEMBER 22, 2022

Simply adding more people to the team won’t deliver the scalability and dividends you’re looking for if your sales leaders aren’t willing to put in the work to create a culture of safety and empowerment that inspires confidence, continual development and genuine human connections. People need that human connection.

Leadership 23

Leadership Sales Culture Exercises 23

Experience Investigators by 360Connext

JULY 24, 2019

The Solution: Create systems that employees will value. Old systems don’t connect the data between customer and experience. And if we ask these routine followers to add something like journey mapping exercises or responding to customer feedback there might just be a mutiny. ” don’t help much, either.

Customer Journeys 110

Customer Journeys Culture Customer Centricity CRM 110

Russel Lolacher

OCTOBER 3, 2022

Connect and learn more about Maureen on her platforms: Twitter. What is the worst or best employee experience you’ve ever had? He’s connecting people and resources. Am I just not thesaursus exercising here? Promotion Career Solutions. PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts. Google Podcasts.

Exercises 98

Exercises Culture Employee Experience Employee Engagement 98

CX University

SEPTEMBER 27, 2018

Responding: How and where to connect feedback to responsive action. The second and more difficult piece of the empathy puzzle is to connect feedback to the right places, so the organization can take appropriate action. Takeaways: Differentiating the Employee Experience. There are two sides to this contract.

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

Integrity Solutions

DECEMBER 21, 2022

Shifting mindsets by providing “aha” moments that connect at an emotional level, versus just an intellectual exercise. Another challenge leaders will continue to grapple with is the ongoing employee engagement crisis. Engagement comes from the emotional connection people have with their work.

Leadership 82

Leadership Culture Competitive Advantage Employee Engagement 82

SurveySparrow

DECEMBER 27, 2020

Creating a new employee experience plan. When a new employee joins the company, they go through a various number of motions before they are set to start working. In such a scenario, the HR team should completely overhaul the existing employee experience tactics that they have used over the years. HR Trend #2.

Trends 92

Trends Leadership Analytics Employee Experience 92

Kayako

MARCH 7, 2018

If you can get to the point where a need for translation is removed and you can converse as a native, it becomes much easier to connect with people. Next was to fly, Gary, Support Team Lead and Tina, People Ops and Employee Experience, to Gurgaon from London to supervise and assist with the training.

Training 120

Training Course Culture Communication 120

Qualtrics

NOVEMBER 24, 2020

Close employee experience gaps by mapping your people’s journey with your organization. In order to master employee experience , you must listen to your people at each stage of their journey with your organization. What is employee journey mapping? Facilitate employee-centric thinking and actions.

Customer Journeys 48

Customer Journeys Employee Experience Employee Engagement Survey 48

Beyond Philosophy

JANUARY 7, 2016

Identify what drives and destroys value for your employees experience. The Internet of things is essentially everything connected to the Internet. For example, a restaurant chair can have an Internet-connected chip placed in it that can tell when it is occupied (and even who is occupying it!). The Internet of Things.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

Identify what drives and destroys value for your employees experience. The Internet of things is essentially everything connected to the Internet. For example, a restaurant chair can have an Internet-connected chip placed in it that can tell when it is occupied (and even who is occupying it!). The Internet of Things.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

SurveySparrow

FEBRUARY 2, 2021

So this employee appreciation day that falls on March 5th this year, let’s give you some excellent ways to reward your employees. . Employee recognition is really about creating an emotional connection with your employees and your company. Unique employee awards. Stat of the day!

Exercises 98

Exercises Culture Wireless Employee Engagement 98

SurveySparrow

FEBRUARY 21, 2021

But surely, since we have more time now, can we not use that extra time for exercise. Employees found themselves working beyond their regular hours of work, blurring the line between work and home. Many of us might have utilized our workplace’s onsite gym or exercise classes as a means of staying active.

Exercises 52

Exercises How To Survey Conference 52

Kustomer

JANUARY 20, 2022

It’s a leading expert in customer and employee experience. Again, across the business, he’s been helping people really manage this concept of customer and employee experience. How can I move the needle on customer or employee experience in a way that doesn’t necessarily cost a whole lot?

How To 139

How To ROI Study Customers 139

Wootric CX Blog

NOVEMBER 16, 2020

We think one standout opportunity is aligning your core corporate values with your employee experience and your customer experience. Experience built on a values foundation. These will mold your customers’ experiences with your brand and differentiate you from your competitors.

Company 52

Company Customer Experience Net Promoter Score NPS 52

CSM Magazine

MARCH 28, 2024

Organize Team-Building Activities Team-building exercises can enhance cooperation and reduce tensions. It’s also a fun way for employees to connect outside of work-related tasks. Establish a Peer Support System Facilitate the creation of support groups or buddy systems.

Contact Center 52

Contact Center Call Center Exercises Resources 52

CSM Magazine

NOVEMBER 4, 2022

To adapt and excel, companies must now think beyond specific customer interactions and engagements, toward an experience that meets customer needs and expectations holistically. We all must envision the Total Experience (TX). But today’s employees and customers also desire an emotional connection with their brands.

Strategy 52

Strategy Touchpoint Exercises Employee Experience 52