Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 120

Government Customer Experience Management Customer Experience Management 120

eglobalis

SEPTEMBER 16, 2024

At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 361

B2B Strategy Customer Experience Customer Journeys 361

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

B2B 367

B2B Brands Innovation Government 367

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. 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

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 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. CX Can Create Better Days for Your Employees. That’s how you prioritize.).

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Here, he shares an article focused on culture. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang.

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

Experience Investigators by 360Connext

JANUARY 5, 2022

Now that customer experience is such a big part of the organization, it’s time to set up a team. This team was given a clear CX Charter and understand their role is to help prioritize CX initiatives and provide governance around CX efforts. Related Resource: [Article] Improve Employee Experience to Improve Customer Experience.

Resources 369

Resources Customer Journeys Video Customer Experience 369

CX Journey

JANUARY 31, 2018

Your outcomes may be customer retention, account growth, new business through referrals, culture change, etc. Develop a governance structure. As such, the governance structure is critical to the foundation of any customer experience management effort. Stand up a group of culture ambassadors. They get it.

CEM 164

CEM Management Government Culture 164

Kayako

FEBRUARY 28, 2019

It describes the experience you plan to deliver and serves as a guide to help choose future courses of action. A Customer Experience vision aligns with the corporate vision, or, better yet, they may be one and the same. Culture: values, mission, vision, purpose, brand promise. Culture = values + behavior.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

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

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

Customer Bliss

AUGUST 1, 2017

Before joining Forrester, Tom spent 13 years in the United States in various custor experience roles with Staples, the world’s largest office supply retailer, implementing customer experience strategies for retail and online B2B and B2C customers. That’s what the culture change component of CX is all about.

Customer Experience 0

Customer Experience B2C Retail Government 0

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. As such, a governance structure is critical to the foundation of any customer experience transformation.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

Vonage

OCTOBER 2, 2017

Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

Vonage

SEPTEMBER 15, 2017

Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

CX Accelerator

SEPTEMBER 24, 2019

Understand that each of the teams and departments you work with will have their own micro-culture, their own way of doing things. You’ve probably heard the idea that “most CX comes from great EX” (Employee Experience).

Tips 282

Tips Customer Centricity Strategy Social Media 282

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

InMoment XI

AUGUST 25, 2023

These could include factors like data security standards, cultural alignment, or specific service offerings that are indispensable for your organization. Maintaining momentum in a CX program requires ongoing governance, regular reassessments, and a willingness to adapt as the business landscape evolves.

How To 195

How To ROI Net Promoter Score Measurement 195

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. So, so that type of cultural leadership, right. That’s a city in California. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

Beyond Philosophy

MAY 25, 2016

Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month. Employees are people, and people are emotional.

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

BlueOcean

MAY 5, 2023

How does your culture support agent retention? You’re looking for a partner who knows how to create a positive employee experience—after all, happy employees make for happy customers. What is the feedback they hear from their employees? Finally, it is important to recognize where your own gaps are as a company.

Customer Care 156

Customer Care Contact Center Comparison Culture 156

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

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. The Globetrotter’s successful WFO deployment spans countries and cultures, yet maintains interactions that are more streamlined than ever.

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

InMoment XI

JULY 12, 2023

Empower your employees by providing them with the necessary training, resources, and authority to address customer needs effectively. You can also encourage and empower employees to foster a sense of ownership and accountability to resolve any customer issues.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

Think Customers

JULY 3, 2024

As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. By tailoring learning experiences to individual needs and career aspirations, AI fosters a culture of continuous improvement and skill acquisition.

Employee Experience 52

Employee Experience Analysis Multi-Channel Culture 52

CX Journey

FEBRUARY 27, 2015

A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3. Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. Define Your Employee-Centric Culture 7.

Customer Experience 80

Customer Experience Government Customer Journeys Customer Centricity 80

Customer Bliss

OCTOBER 28, 2021

A pioneer in encouraging employees to lead themselves well before the movement of Zappos and others, in 1992, when Liisa Joronen acquired SOL from the family business, she shook things up by stating that there would be no titles or secretaries. SOL establishes an accountability culture by asking teams to look at the work they do as their own.

Case Study 148

Case Study Study Policies Government 148

CX Journey

DECEMBER 31, 2015

I will solicit executive commitment and buy-in to focus on the employee experience I will solicit executive commitment and buy-in to focus on the customer experience I will clearly define our CX vision and strategy I will ensure we have a governance structure in place I will assess the current state of our culture and employee experience I will assess (..)

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Exercises 80

CX Journey

OCTOBER 17, 2018

Beyond that, there must be a well-defined customer experience vision and strategy , a governance structure to provide guidelines and oversight for the work ahead, a focus on improving the employee experience along with recognition that employees drive the customer experience , and a people-first culture.

Trends 111

Trends Guidelines Omni-Channel Government 111

West Monroe

OCTOBER 3, 2023

Importantly, adding these capabilities can improve the employee experience by giving existing workers exciting new tools and insights that can help them do their jobs better—as well as new avenues for growth, advancement, and skill development. Keep employee experience front and center.

Employee Experience 52

Employee Experience Government Healthcare Engagement 52

CX Accelerator

SEPTEMBER 24, 2019

Understand that each of the teams and departments you work with will have their own micro-culture, their own way of doing things. The way they approach their work will depend on a lot of different factors, for example: Their day to day work activities and the standards, rules and processes that govern them.

Tips 208

Tips Customer Centricity Social Media Strategy 208

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

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. Conduct a culture assessment, as well.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

SurveyGizmo

JULY 27, 2021

However, 30 percent of corporate leaders worry about maintaining their corporate culture without people in the office. Establish what your employees want and what your company needs to maintain your corporate culture, then determine the return-to-work approach that is best for your organization.

Guidelines 98

Guidelines Policies Government Travel 98