CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk.

Connections 140

Connections Effort Score How To Self Service 140

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When?

Culture 156

Culture Connections Contact Center Leadership 156

ECXO

MARCH 21, 2023

This requires employee preparation–to be knowledgeable and trained to handle customer inquiries and complaints efficiently. In the end, everything is connected. Continuous improvement: Organisations must continuously evaluate and improve their customer experience. It is a process and will not happen in one day.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Customer Bliss

AUGUST 30, 2021

Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you. Yes, you can pick up your rental car without even talking to a human, but a smile from that guy or gal checking you out can improve that experience. More Resources on This Topic.

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Case Study Hotels Travel Company 310

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. Second, customers want consistency.

Financial 243

Financial Trends Self Service Customer Experience 243

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. Narrow down what they need to know to empower them to deliver great experiences. HOW will learning affect customers? And again….

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

ECXO

APRIL 28, 2021

Based on these, below are some essential seeds that best-in-class customer success groups have sown to ensure sustainable mutual growth. Like in nature, mutual success is all connected! The post Customer Success – Sowing the Seeds for Mutual Growth appeared first on ECXO - European Customer Experience Organization.

Customer Success 290

Customer Success B2C B2B Customer Journeys 290

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience Travel B2C 197

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

ImprintCX Articles

JANUARY 7, 2025

Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers of employee engagement and its costing them. Worse, this imbalance is directly impacting the one thing every company should care about: customer experience (CX).

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

Retently

JANUARY 13, 2025

This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not). Moreover, Retentlys survey editor makes it simple to create custom translations, ensuring you can connect with customers in their preferred language without restrictions.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

ShepHyken

DECEMBER 22, 2024

My Comment: Lets wrap up this weeks roundup (other than the bonus article) with a group of customer service and CX stats and findings from our friends at Coolest Gadgets. Here youll find more than 60 stats that will compel you to deliver a great experience or scare you if youre not currently doing so. Connect with Shep on LinkedIn.

Customer Service 77

Customer Service Self Service Social Media Contact Center 77

Experience Investigators by 360Connext

JUNE 18, 2024

However, survey responses reflect what just a small group of customers think and feel. A Great Customer Experience Requires a Great Employee Experience CX teams can work tirelessly to enable customer-facing employees with the messaging and resources they need to deliver a great customer experience.

Strategy 143

Strategy Customer Experience Effort Score Customer Journeys 143

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

Experience Investigators by 360Connext

FEBRUARY 9, 2021

It’s our belief that when we invest in CX, listen to the voice of our customers & find opportunities to improve, we will deliver on the exceptional customer experiences that build strong, lasting relationships with our policyholders & agent partners.”. Chris Neeson, Customer Experience Leader, Ohio Mutual Insurance Group.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

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. I believe you two are connected on social media, but let me know if you’d like to make an email introduction.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ECXO

APRIL 12, 2021

Fragmented internal processes often lead to a fragmented customer experience. Individual departments may not have the necessary information about a customer or group of customers to make informed decisions and judgements. Back offices are normally not in touch with the customer. Want to see more articles like this? Join ECXO today.

Customer Journeys 296

Customer Journeys Meeting Customer Experience Management 296

Beyond Philosophy

APRIL 9, 2021

We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. We were a tight-knit group. Among other things, Dunbar studied how people and animals processed group sizes. The Social Network-Dunbar Connection. There are limits that are challenging for us to overcome.

Management 156

Management Social Media Groups Call Center 156

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Serpil Timuray – CEO Europe Cluster and Member of Group Executive Committee, Vodafone – Serpil inspires us with her advocacy to close the global digital divide.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

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

ijgolding

SEPTEMBER 25, 2018

Even if I am lucky enough to stay in a nice hotel, most of the time I sleep in low cost hostelries and eat meals that cover all the essential food groups in a particularly unmemorable way. Travelling is an exceptionally effective way of exposing ourselves to the realities of the customer experience.

Travel 247

Travel Hotels Customer Journeys Transportation 247

Alida

JUNE 1, 2017

The connection between the employee and customer experience. This session featuring Chuck Kendig, assistant VP of logistics, sales and production planning at American Honda, will address the two-way connection between the customer and employee experiences. When: June 20, 4:00 pm – 4:45 pm. The networking.

Automotive 157

Automotive Conference Retail Employee Engagement 157

InMoment XI

MARCH 14, 2023

I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty. What role does Experience Improvement play here, and how? Jim: How does customer experience play a role in how Avnet deals with global supply-chain challenges?

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

CloudCherry

DECEMBER 1, 2018

In this post, we look at how these three credit unions – Nymeo, Teachers Credit Union and Clearview Federal Union – have built an exceptional member experience , how they continue to drive member loyalty and three takeaways your credit union can put into place right now. Current NPS: 75. Conclusion.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Experience Investigators by 360Connext

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. It’s up to CX leaders to clearly communicate about these connections for their organization. However, feedback alone cannot direct a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

SurveySparrow

DECEMBER 29, 2020

But how many times have terms like employee engagement, employee journey, or employee satisfaction made it to your ears? If the answer is quite a few times, your or your friend’s employer knows the importance of measuring employee experience. What Employee Experience Actually Means?

Employee Experience 52

Employee Experience Measurement System Culture 52

TechSee

JANUARY 25, 2023

link] Scott VerBracken, VP Automotive Services Scott began his career with AAA ACG (The Auto Club Group) in 2001. Rick has more than 15 years experience in B2B and SaaS software marketing across a diverse group of start-up, growth stage and enterprise companies. link] Karin Hamel, Vice President of Services for U.S.

Management 41

Management Automotive Leadership Effort Score 41

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Listen and subscribe to our podcast: Problem Solving Through Connection. Shannon, thanks for joining.

Roadmap 78

Roadmap Groups Travel Consulting 78

ECXO

SEPTEMBER 19, 2023

Happier employees = happier customers is an empty phrase if you can’t quantify and qualify the impact of your EX investments on customer, and business outcomes. A stand out employee experience is a key trait in high performing businesses. Zuper finds its best to share how to best leverage AI developments in group settings.

Management 156

Management Culture Innovation Feedback 156

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. Stand up a group of culture ambassadors. They already live the change.

CEM 164

CEM Management Government Culture 164

Customer Bliss

JULY 13, 2018

The first year as a CCO or CX change agent is a priority year when it comes to understanding your role within the organization, the work that was previously done to manage CX (if any was done at all), and the overall employee experience. Understand the Pain Points of your Customers, Employees, and C-Suite.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. Start with a vision.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

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

Alida

NOVEMBER 10, 2017

And while it’s true that consumer goods companies are already jumping on the connected device bandwagon, these brands need to gather insight on customer preferences to thrive in this lucrative but increasingly competitive space. Employee experience. It’s not just the customer that will get more attention.

Trends 174

Trends Retail e-support Technology 174

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. We announced the second round of award winners at last year’s annual Calabrio Customer Conference (C3), and what an impressive, interesting group that was!

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions. – Jason Bradshaw.

Chief Customer Officer 100

Chief Customer Officer Telecommunications Employee Experience Measurement 100