Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

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? Design of Work Experience , Author, Coach, and Educator. Karen is the principal of Co.-Design

Culture 156

Culture Connections Contact Center Leadership 156

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. How do you shift to a purpose-driven culture? It’s hard work changing culture. Be consistent.

B2B 367

B2B Brands Innovation Government 367

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success. Another team that's important to your transformation is a Culture Committee. But culture doesn't just happen, either.

Culture 86

Culture Meeting Exercises Groups 86

InMoment XI

MAY 23, 2023

Connecting With Customers The experience programme ‘Connecting with Customers’, is successfully embedding a customer-focused culture throughout the business, underpinned by the strong CX & Insight framework run in partnership with InMoment. And for the New Year’s quiz, Jenny Ryan from ITV’s “The Chase” was the guest of honour!

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

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

Experience Investigators by 360Connext

FEBRUARY 9, 2021

How to invest in Customer Experience. Defining a customer experience strategy is not enough. You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. These are investments focused on your employees. CX Can Create Better Days for Your Employees.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

eglobalis

AUGUST 13, 2024

Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional. Product launches become global events, and customers are willing to queue for hours to get the latest device. However, this following lacks the fervor seen in Apple’s fan base.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

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

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. But once you understand this, the solution to delivering great customer experience is simple: relationship building.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

CloudCherry

FEBRUARY 24, 2018

Also, did you know that 64% of employees are unsatisfied with their work culture? There’s no debating that employees are the face of your organization. The best of brands are what they are today because of their culture and employees. They are made of happy, delighted, passionate and motivated employees.

Employee Engagement 191

Employee Engagement Culture Policies Employee Experience 191

ShepHyken

MARCH 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? How can a company create a culture that values giving back and community involvement? positively impacts the culture.

Culture 87

Culture Company Wireless Customer Satisfaction 87

Experience Investigators by 360Connext

JUNE 18, 2024

1 customer experience metric , survey response rates directly affect employee bonuses, and customer feedback dictates day-to-day work. So, what should customer experience teams do instead? Reset your survey culture. But if employees are overwhelmed or burnt out, it’s impossible for them to show up fully for customers.

Strategy 143

Strategy Customer Experience Effort Score Customer Journeys 143

CX Journey

APRIL 5, 2017

Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! The topic of my session was The 7 Deadly Sins of Customer Experience. Thou shalt put employees more first.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. The importance of fostering this type of culture What a consent culture looks like through the hiring process.

Culture 98

Culture Policies Employee Experience Course 98

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. The Customer Show launched in 2022, and the premise behind the event is to bring together everyone playing an active—or even a passive—role in the customer journey. Different teams have different goals and incentives.

ROI 195

ROI Insurance Tips Healthcare 195

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customers Rock!

MAY 5, 2011

In fact, you need to consider the entire customer experience , and support it with a customer-centric culture , one that promotes an equally exceptional employee experience. We can’t leave the customer experience to chance. You also need marketing that connects with your current customers.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Here they are!

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ECXO

JUNE 6, 2022

Gilmore wrote the best-selling book The Experience Economy: Our 3 Moderators for such a Special event: Joanna Carr Joanna is a Customer Experience Consultant for Allegro, a technology and communication bureau based in Norway. In 1999 Mr. Pine and his partner James H. He’s also the ECXO.org co-founder. Join ECXO today.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

SurveySparrow

OCTOBER 2, 2020

If you are running a business, you already know the importance of employee experience. Your employee, right? Therefore, you should invest time in satisfying your employee and engage them more into the organization. Only then you can enhance your organizational culture and growth. . Employee Experience Polls Apps.

Employee Experience 59

Employee Experience Survey Customer Journeys Employee Engagement 59

Customer Bliss

APRIL 11, 2018

Her foray into the world of event management allowed her to think more deeply about when the customer experience for people actually begins. While working with Calgary Stampede, an outdoor rodeo and festival in Canada, Jackie realized that an in-person experience doesn’t necessarily begin when the gates to an event opens.

Customer Experience 135

Customer Experience How To Healthcare Hospitality 135

North Highland

JUNE 3, 2019

In this blog, Pavan Bilkhoo, a leader within North Highland’s Global People & Change practice, chats with Joe Shaw, the Saracens Skills and Attack Coach, and gets his thoughts on how organisations can develop purpose-driven values and create enviable cultures for their teams – whether in sport or business.

Culture 74

Culture Sports Meeting Connections 74

SurveySparrow

JANUARY 1, 2021

The answer is simple: A wholesome Employee experience is an input for increased employee engagement at every stage of the employee lifecycle. Employee Experience is an employee’s perception of his journey with the company, right from the onboarding process to the final exit interview.

Employee Experience 52

Employee Experience Net Promoter Score Employee Engagement Culture 52

CX University

DECEMBER 16, 2024

Leaders should openly discuss mistakes and failures to cultivate a culture of trust and safety. Google is a prime example of fostering a culture of open communication and innovation. This environment empowers employees to share ideas, take risks, and propose new concepts without fear of repercussions. There is no retribution.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

CX Journey

MARCH 21, 2018

EX Initiatives This list for employee experience initiative expenses will look similar to #4. Culture Ambassador meetings: again, factor in location, materials, food, and beverages for these meetings. You'll notice that there are no pizza parties or pool tables included in this budget!

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

Think Customers

JUNE 29, 2022

Many companies are struggling to sustain growth and momentum without a clear customer and employee roadmap. Dissolve unnecessary silos – Integrate digital infrastructure across the business to enable a fluid experience. Virtual employees go the distance to cultivate culture. Culture is what we actually do.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience.

Customer Centricity 52

Customer Centricity Culture Employee Experience Leadership 52

CX Centric

MARCH 29, 2023

On the 29th of June CX-Centric in collaboration with Alida and Anthrolytics hosted a very poignant event which was on Rethinking Employee Experience in the new World of Work. In this event, we had a pull of great think tanks who are very much devoted to Employee Experience.

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 60

Employee Experience Culture Customer Journeys Employee Engagement 60

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Image courtesy of Pixabay How do leaders drive (lasting) change?

Sports 150

Sports Leadership Customer Centricity Culture 150

CX Journey

OCTOBER 25, 2017

Employees are leaving. The culture is a mess. It means that there are a lot of lavish furnishings, perks, parties, trips, and events. The seventh reason Kotter cites for complacency is a kill-the-messenger-of-bad-news, low-candor, low-confrontation culture. What's the burning platform in your business? Costs are rising.

Culture 103

Culture Employee Experience Innovation NPS 103

Magellan Solutions

JANUARY 17, 2024

Finding ways to improve company culture is crucial for success. Magellan Solutions offers seven effective approaches to improving company culture. Why does company culture matter? Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture.

Culture 52

Culture Company Leadership Training 52

Stella Connect

NOVEMBER 16, 2021

She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Let me start by defining employee experience. But where do you begin?

Culture 100

Culture Employee Experience Study Customer Centricity 100