CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. She is a firm believer of Employee Experience. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

PeopleMetrics

MAY 13, 2020

PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. In addition to gathering employee feedback, PeopleMetrics helps analyze intra-team communications and map how information moves through your organization. About the Author.

Employee Experience 116

Employee Experience Communication CEM e-support 116

Experience Investigators by 360Connext

JANUARY 27, 2017

Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. The post Are Your Employees Engaged to Tell You the Truth?

Employee Engagement 110

Employee Engagement Engagement Consulting Innovation 110

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Blake Morgan Customer Experience Futurist, Speaker and Author. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

Zeisler Consulting

APRIL 27, 2021

I don’t have a lot of experience applying for work, as an independent consultant myself, but from time to time, something comes across my transom that piques my interest. I once had an experience with a consulting organization (I won’t name names) that is in my business and was interested in expanding their pool of consultants.

Employee Experience 93

Employee Experience Consulting Leadership Meeting 93

InMoment XI

MARCH 2, 2022

Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”. So, the state of organizational culture has tremendous and undeniable influence on employee behavior.

Culture 195

Culture Connections Company eBook 195

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

InMoment XI

DECEMBER 1, 2022

.” Continuously, the report mentions,”InMoment is investing in intelligent self-service and workflow automation to help simplify the user experience (UX), while furthering its vision to support four tailored XI clouds for CX, employee experience (EX), product product experience (PX) and market experience (MX).”

Self Service 370

Self Service Analytics Automotive ROI 370

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

DECEMBER 16, 2021

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction.

Company 195

Company Communication Culture Employee Experience 195

ShepHyken

DECEMBER 22, 2024

How to Leverage GenAI for Enhanced Customer Engagement by John Dubois (EY) GenAI is transforming content creation, distribution and consumption, driving consistent and engaging customer interactions. My Comment: It’s an honor to be named one of the Top Ten Consultants/Experts from CallCentreHelper.com.

Customer Service 76

Customer Service Self Service Social Media Contact Center 76

InMoment XI

NOVEMBER 16, 2021

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. Is the Subject Line of the Email Engaging to the Customer? If it’s not engaging, the customer won’t open the invitation email.

Survey 370

Survey Automotive Comparison Hotels 370

CX Journey

JANUARY 9, 2018

I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience.

Strategy 0

Strategy Culture Employee Experience Leadership 0

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So where do you start getting employees to be more engaged and happier?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

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

TechSee

NOVEMBER 10, 2020

Visual assistance allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. If the technician needs assistance, he can transmit videos and images of technical issues from the field while consulting with a remote expert, eliminating the need for a repeat visit.

Self Service 207

Self Service Customer Service How To Contact Center 207

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Lumoa

APRIL 28, 2024

Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. You will need to reach out for a consultation first.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

Calabrio

MARCH 5, 2025

Capture real-time feedback Artificial intelligence (AI) and automation are on top of the business investment agendas for streamlining service operations, including at contact centers , as noted by DMG Consulting. Personalize customer support: Apply messages tailored to customers’ needs, improving engagement and retention.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

ECXO

APRIL 12, 2021

A number of consultancies like McKinsey6 and Bain&Company7 offer services to firms aiming to link their strategy to delivering new and differentiated customer experiences. This approach continues post-purchase enabling the organisation to maintain engagement and deepen the relationship with further purchases.

Customer Journeys 296

Customer Journeys Meeting Customer Experience Management 296

CX Journey

MARCH 21, 2018

Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Consultants, but just keep associated costs in mind under this header. Consultants, but just keep associated costs in mind under this header.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 138

Banking Culture Employee Engagement CEM 138

CX Journey

MARCH 17, 2016

Discover the importance of employee engagement and happiness in driving customer delight. Thus, technically, to build a customer-oriented business that is fully engaged in creating a delightful experience for your customers, you need to put your employees first. And it’s not just studies that prove this connection.

Employee Experience 80

Employee Experience Customer Experience Employee Engagement Customer Satisfaction 80

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

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

Lumoa

MAY 5, 2022

Your people are both the knowledge and the oil in the entire culture to create growth and good customer experiences. They will help to improve both engagement and decisions. Employees should be included in the discussions about what it means to deliver on the company’s promises and product expectations.

Strategy 259

Strategy Customer Experience How To Consulting 259

eglobalis

AUGUST 13, 2024

This fanatical following is a testament to Apple’s ability to create a deeply engaging brand experience. Product launches become global events, and customers are willing to queue for hours to get the latest device. All data are publicly available.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

ECXO

OCTOBER 5, 2023

The best training in the world of Customer Experience is now available at ECXO. You can also learn more on our Third-party webpage: [link] CX & EX & PX Culture & Accountability Maturity Price: € 85 EUR Description: Learn how to engage everyone in right-the-first-time for customers, employees, and partners.

ROI 156

ROI Video Government Leadership 156

Michel Falcon Experience

OCTOBER 10, 2014

. It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I also realized that companies who continuously improve their customer experience can grow to become billion dollar companies. I knew that I needed to first cut my teeth before I became a consultant and keynote speaker.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

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

InMoment XI

FEBRUARY 8, 2024

Strategic Services Strategic services in contact center optimization involve consulting and support from experts who provide guidance on aligning contact center operations with broader business objectives. This training will help employees feel comfortable in their positions and achieve constant success.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

CloudCherry

NOVEMBER 11, 2019

Lisa Vander Weide – Enterprise Client Success Lead at Smile.io, whose “empathetic nature” comes through there on the front line, where she’s working directly with customers AND impacting the employee experience. Becky Roemen – Senior CX Consultant at TTEC, and our 2 nd Place CX Influencer. We’ll toast to that!

Leadership 170

Leadership Consulting Video Government 170

Bold360

JANUARY 22, 2020

But what are you doing – really doing – to support the employee experience (EX)? Many companies over-index on investing in customer experience (CX) compared to EX. Of course you want the customer experience to the best it can be. But focusing on better employee engagement can in turn lead to better customer engagement.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

CX Accelerator

MARCH 16, 2020

Is it possible that contact center leaders need to spend less time trying to put lipstick on a pig and more time improving the job and the employee experience? Becky Roemen , CX Consultant and CX Accelerator Board Member thinks so: “Is the word ‘agent’ the problem or is the problem how we treat those with the ‘agent’ title?

Contact Center 228

Contact Center Communication Groups Customer Service 228