Customer Bliss

AUGUST 9, 2016

In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. She created a foundational document to frame the work for her agency, then aligned and united customer insights and connected it to key operational data to build and publish her strategic plan and actions.

Government 0

Government Leadership Customer Experience Effort Score 0

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. Hopefully, you’ve built a team of cross-functional, diverse leadership.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

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? She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers.

Culture 156

Culture Connections Contact Center Leadership 156

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . You helped other leaders communicate how their team goals were connected to CX success. .

Resources 369

Resources Customer Journeys Video Customer Experience 369

Experience Investigators by 360Connext

DECEMBER 10, 2024

But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. But how do we connect our day-to-day activities and specific investments to these benefits? This even counts for nonprofit organizations, regulated industries, and government agencies. Start with why.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Uniphore

DECEMBER 21, 2021

Grew the team, and leadership is now complete for our next phase. Joined the World Economic Forum’s (WEF) Global Innovators Community , where we hope to pioneer the next generation in advanced AI, machine learning and automation, and define the global agenda for technological development and governance. Continued meetings with the U.S.-India

Insurance 49

Insurance Innovation Leadership Government 49

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership? How can followers become leaders in that case?

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

Uniphore

JANUARY 4, 2022

See how Emotion AI is reshaping how we connect with customers in the virtual workplace. Before joining Uniphore, Annie was part of the leadership team at NIO, a next generation car company, leading US marketing and communications from startup through a successful IPO. Learn from Industry Experts.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

C3Centricity

JANUARY 25, 2025

As Laurie Buczek, Group Vice President, Executives Insights and Leadership Services at IDC said when launching their latest FutureScape report: Marketings future is represented by AI-fueled transformation. Source ) Their system connects predictive analytics, consumer sentiment analysis, and dynamic segmentation in real-time.

Marketing 156

Marketing Strategy How To Analytics 156

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. This engagement can lead to stronger customer relationships and a deeper connection with your brand.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Governance in Customer Journey Mapping March, 2015.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

BlueOcean

MARCH 3, 2025

The program will dictate how frequently the company and supplier meet for business reviews (I recommend quarterly; annually at the very least) and will set the stage for expectations and governance. Its about the people we bring to the table and the people the vendor brings to the table connecting. Its a two-way street.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Calabrio

OCTOBER 20, 2020

To meet the needs of modern businesses, national and local governments, we’ve prioritized the changing necessities and priorities for our teams and customers. Leadership guided employees into this new norm, and our customer support and development continued to serve our customers.

Company 207

Company Self Service Government Contact Center 207

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). See it here: Most important aspect of this work stream: you absolutely have to align the senior leadership team before you do anything else. There’s an example of a silo issue that she is working to connect.

Retail 0

Retail Leadership Customer Experience Video 0

COPC

OCTOBER 8, 2024

But here’s the reality: none of that happens without reliable data governance. However, the surge in AI adoption means governance frameworks must adapt to keep pace. Data governance is necessary to maintain these models’ reliability and meet internal and regulatory guidelines.

Government 89

Government Data Hospitality Healthcare 89

Lumoa

JANUARY 9, 2018

However, research shows most customers still value an emotional connection with the people fronting the organization. It will require experience professionals to help drive more collaboration and alignment of operations, measures, metrics, processes, governance, workflow – true and real strategic organizational transformation.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. European and APAC consumers are adding their voice to the global call for leadership on purpose and solutions to the environmental and social challenges we all face.

B2B 367

B2B Brands Innovation Government 367

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar listed 3 different phases that were instituted internally to unite the teams and leadership in navigating this work.

Leadership 175

Leadership Culture Government B2B 175

ECXO

MAY 14, 2024

This new perspective emphasizes the importance of human connections, emotions, and experiences in every transaction, whether it’s between businesses or directly with consumers. H2H fosters this connection, leading to stronger loyalty and long-term relationships.

B2C 156

B2C B2B Leadership Culture 156

Customer Bliss

SEPTEMBER 27, 2018

Once Lucy collected her feedback, she presented the state of Genesys to leadership by categorizing her findings into three categories: What’s your hill? Lucy and her team looked at pricing and governance to see how these aspects may affect long-term contract maintenance. What are you looking to climb? Why that hill?

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. Secondly, major entities are ramping up to crack down on dark patterns, from Apple and Google right through to Government bodies, so play nice. Leadership means being an advocate for your specialism. What’s driving this paradoxical shift? Accountability.

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

CX Journey

AUGUST 26, 2014

Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals. This is where your governance structure comes into play. They go hand in hand.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. is the answer to a chaotic world.

Leadership 98

Leadership Government Employee Experience Innovation 98

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: . PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Connections Leadership Communication 98

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Qualtrics

MARCH 16, 2020

During times of uncertainty, citizens look to their government for leadership. The evolving situation surrounding COVID-19 is causing governments and departments to shift their focus and (sometimes limited) resources toward combating the spread of this global virus. Empathize with Your Community. Asking promotes empathy.

Government 52

Government Connections Call Center Resources 52

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. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CloudCherry

NOVEMBER 11, 2019

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.” Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Brava, Janet! It’s not in her vocabulary.”

Leadership 170

Leadership Consulting Video Government 170

Lumoa

JUNE 23, 2021

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. Work with organizations that focus on industry-specific diversity, such as Black Women in Science & Engineering which supports black women to enter corporate or government STEM related jobs.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

CX Journey

JANUARY 3, 2018

Even worse, the focus within each organizational silo is on the flavor of the day, or of the silo - whatever that silo is working on, which may or may not be connected to what the rest of the organization is focused on. It's a leadership issue. from another department. Organizational silos cause pain for your employees. Try these.

Customer Journeys 149

Customer Journeys Culture Government Leadership 149

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. Governance of any endeavor is strongest when it’s integrated as your company’s way of life. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customer Journeys 62

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. Secondly, major entities are ramping up to crack down on dark patterns, from Apple and Google right through to Government bodies, so play nice. Leadership means being an advocate for your specialism. What’s driving this paradoxical shift? Accountability.

Metrics 182

Metrics Competitive Advantage Leadership Financial 182

BlueOcean

OCTOBER 7, 2024

Management and Leadership Interactions The relationship between a manager and their employees can make or break the call center organization. Positive, encouraging, and likeable leadership is critical. Extend these observations to the company’s leadership team. Is there a palpable sense of trust and mutual respect?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

Management and Leadership Interactions The relationship between a manager and their employees can make or break the call center organization. Positive, encouraging, and likeable leadership is critical. Extend these observations to the company’s leadership team. Is there a palpable sense of trust and mutual respect?

Contact Center 156

Contact Center Culture Leadership Call Center 156

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. My very first job was a part-time summer job in city government. Still, there are breakout companies who are focusing on emotional connection to the customer and that comes out in great people skills.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

BlueOcean

AUGUST 21, 2019

4. Management and Leadership Interactions. Extend these observations to the company’s leadership team. It’s a tricky thing to balance the duality of being a good employer and creating engagement as an outsourcer while nurturing a strong, identifiable connection between your agents and your clients’ various brands.

Contact Center 159

Contact Center Culture Leadership Engagement 159

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. If company leadership isn't on board with the change, then forget it; it won't happen.

CEM 164

CEM Management Government Culture 164