Experience Investigators by 360Connext

JANUARY 5, 2022

You also helped evangelize customer experience throughout the organization – way beyond those who considered themselves in customer-serving roles. You helped other leaders communicate how their team goals were connected to CX success. . Now that customer experience is such a big part of the organization, it’s time to set up a team.

Resources 369

Resources Customer Journeys Video Customer Experience 369

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. It’s the foundation of a differentiated customer experience and employee experience. Your purpose should be the north star that guides your customers and employees experience.

B2B 367

B2B Brands Innovation Government 367

AWS Machine Learning

JANUARY 29, 2025

Generative AI can revolutionize organizations by enabling the creation of innovative applications that offer enhanced customer and employee experiences. Operating model patterns Organizations can adopt different operating models for generative AI, depending on their priorities around agility, governance, and centralized control.

Government 80

Government Policies Knowledge Base Insurance 80

ShepHyken

JUNE 7, 2021

(Experience Investigators) Customer interviews can highlight issues in emotional ways. Word clouds can help others in the organization connect with the real language customers use again and again! Treating your employees like your No. I love the formula: Customer-Centric Mindset + Happy Employees = Company Success.

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

Lumoa

JUNE 23, 2021

To win in a diverse market, your customer experience team needs to be able to empathize with the customers they’re trying to help. If they’re able to get on the same page as customers with values and culture, the easier they’ll be able to connect with them on a human level.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

CX Journey

JANUARY 31, 2018

Building your business case is not only about the why but also about the what: teach executives who might not understand the connection between focusing on culture, employee experience, and customer experience and increasing revenue and profits. Develop a governance structure. And establish the burning platform.

CEM 164

CEM Management Government Culture 164

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Governance tools and processes to coordinate centrally, along with the project management required to facilitate. Employee experience (EX) is in step with customer experience. “We developed a formal employee experience program, where EX = CX is our motto.” You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. Patricia soon realized that there were rules and operations in place which sometimes inhibited employees from being able to serve the customer efficiently. Help the C-Suite Help Employees. CARE (Connect/Acknowledge/Resolve/Empower) at each interaction.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

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. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. 2018 “Integrator” Rackspace connected disparate ticketing systems via Calabrio ONE’s cloud platform, making any needed system adjustments easy to identify and implement.

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

CloudCherry

NOVEMBER 11, 2019

Janet Preteroti – AVP, Member Experience at Clearview Federal Union, and our 1 st place CX Champ (in the category of Practitioner). Janet is all about personal connections, and- according to her nominator, Sandy Michaels, has a “passion for service excellence” that “displays in her every interaction.” Brava, Janet!

Leadership 170

Leadership Consulting Video Government 170

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Russel Lolacher

MARCH 22, 2021

You have employee experience superpowers and you may not even know it. And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). I’m a super hero nerd. Importance of Engagement.

Employee Engagement 124

Employee Engagement Engagement Employee Experience Culture 124

BlueOcean

OCTOBER 8, 2021

One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture. One of the guiding principles, in fact, states that “culture + governance = execution.”. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Experience Investigators by 360Connext

JANUARY 10, 2023

You also helped evangelize customer experience throughout the organization – way beyond those who considered themselves in customer-serving roles. You helped other leaders communicate how their team goals were connected to CX success. Now that customer experience is such a big part of the organization, it’s time to set up a team.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Forrester's Customer Insights

SEPTEMBER 1, 2020

Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. But although we’ve published reports on government CX, […]. But although we’ve published reports on government CX, […].

Government 37

Government Employee Experience Study Report 37

Storyminers

FEBRUARY 17, 2021

When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same. We need a more citizen-centered approach, and it turns out that Customer Experience Thinking can help. Mike : Yes, that connects. Akos : Yes, stories to connect on an emotional level.

Groups 147

Groups Government Travel Communication 147

InMoment XI

JULY 12, 2023

Implementing Effective Communication Channels When people connect with your brand, how do they contact you? Effective communication channels are crucial for delivering a positive customer experience. When they do connect through one of your channels, customers should receive prompt and personalized responses whenever possible.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

ShepHyken

MARCH 18, 2024

Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House (The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Government Employee Experience Video 85

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. He is also the founder of CX Accelerator, a non-profit community to equip, encourage, and connect Customer Experience professionals at every stage in their journey.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? Because a governance structure is about oversight and execution.

Government 90

Government Customer Centricity Guidelines Groups 90

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. Governance : Governance is about both oversight and execution.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

Experience Investigators by 360Connext

OCTOBER 13, 2020

CX leaders need to connect with Customer Service to hear directly from customers, understand the trends agents are seeing, and provide proactive solutions for customer complaints. Proactive customer experience means connecting dots throughout the organization and the customer’s journey.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Qualtrics

MARCH 31, 2020

Now more than ever, government IT departments are being asked to lead. Against the backdrop of an unprecedented global pandemic, IT departments play crucial roles in ensuring the continuity of services, the uptime of critical infrastructure, and employee engagement. 1: Understand the tools that employees need - and be flexible!

Government 34

Government Innovation Employee Experience Tools 34

ShepHyken

AUGUST 11, 2024

My Comment: What happens inside an organization drives the customer experience on the outside. In other words, the EX (employee experience) impacts the CX. When integrating AI, used the right way, the experience is elevated, and BG (Business Growth) becomes possible. Connect with Shep on LinkedIn.

Self Service 85

Self Service Customer Service Loyalty Programs Travel 85

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. DiJulius III , Chief Revolution Officer of The DiJulius Group.

Conference 95

Conference Government Employee Experience Communication 95

Oracle

FEBRUARY 6, 2020

The story connecting the stats. Rather than stealing human jobs , a potential advantage of AI is that it empowers people to do higher-quality work, problem-solve, and create an atmosphere in which employees can take a higher degree of pride in their work. Freeing up people from mundane tasks (50%). Saving companies money (49%).

Customer Experience 75

Customer Experience Government Call Center Healthcare 75

Pink Guava

FEBRUARY 16, 2022

Check your employee pulse Like we can’t lose touch with our customers, staying connected to our workforce is equally important to work through uncertain times. The term VUCA (volatile, Uncertain, Complex, Ambiguous) stands true for all, be it the business market, consumers, or employees.

Leadership 19

Leadership Loyalty Government Metrics 19

The DiJulius Group

MARCH 25, 2020

Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage.

How To 73

How To Government Consulting Groups 73

SuiteCX

DECEMBER 22, 2015

Social media lets you connect with friends to get the “inside scoop.” Bottom line, companies will need to improve the employee experience in order to improve the customer experience. Customer Experience will become more integrated into an organization’s DNA. To quote Oprah, “the more we know…the better we do.”

Customer Experience 100

Customer Experience CEM Customer Journeys Social Media 100

Customer Bliss

NOVEMBER 29, 2016

Employee improvement and employee experience. Accountability and governance in place. Know your numbers – connect the work to growth. Implementation of improvement efforts. Metrics measurement improvement. Communication. Embed methodology for cross company improvement efforts. Leadership engagement.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Russel Lolacher

AUGUST 1, 2022

Connect with Stephanie on her platforms: Linkedin. So many questions, especially its impact on the employee experience. So I want to get into that, but but I can’t, because I have to ask you another question first, which is, what’s your best or worst employee experience? Accessible Employers.

Government 98

Government Culture Employee Experience Video 98

Qualtrics

APRIL 6, 2020

In just 3 weeks we’ve seen more than 6,000 organizations launch more than 14,000 projects on our 10 XM Solutions to assist companies, governments, healthcare systems, and educational institutions move forward during this difficult time. Our strategy for keeping connected with volunteers during this time is simple. Learn More.

Connections 42

Connections Sports Healthcare Feedback 42

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event in the world, so you won’t be short of things to see. Check out our guide to the must-see sessions for government and public sector organizations at X4. Take a deep dive into XM in government. Take an XM deep-dive into Government and Public Sector. What’s new in XM.

Government 29

Government Leadership Roadmap Culture 29

Qualtrics

JANUARY 29, 2021

2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience with government plays in preserving public health and stabilizing economic and social life.

Government 26

Government Management ROI Policies 26

Bold360

MARCH 5, 2020

Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. This provides better governance and less risk.

Employee Experience 59

Employee Experience Culture Insurance Government 59