CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Customer Bliss

JUNE 27, 2017

It’s basically thinking about how current CX roles tend to evolve a lot of different hats (customer-facing work, operations, marketing, employee engagement, bottom line knowledge, etc.) She also downloaded “tons of white papers” and read thought leadership (including one of my books!). These all fit together.

Retail 0

Retail Leadership Customer Experience Video 0

Customer Bliss

JANUARY 25, 2019

This conversation is great for leaders interested in learning how to develop a solid base for customer and employee experience within their organization and then expound upon that framework. . Get Senior Leadership to Understand Your CX Plans. He put together a one-page roadmap and brought it to the senior leadership team.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Maz Iqbal

DECEMBER 10, 2014

Final Thoughts: Leadership and Governance. It is the competitive world in which Tesco competes which has forced Tesco’s leadership to deal with these management practices. It occurs to me that Tesco is in crisis as there has been a fundamental breakdown in leadership and governance.

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

Think Customers

APRIL 10, 2025

This means ensuring that every investment in CX improvement is linked to measurable business outcomes , gaining leadership buy-in , and ensuring every department contributes to a unified, customer-centric vision. Action Point: Establish a cross-functional CX governance team that ensures alignment across all departments.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Stacey Sherman – Director of Customer Experience & Employee Engagement at Schindler Elevator Coorporation. Her nominator, Yual Selik tells us, “She doesn’t give up…never. It’s not in her vocabulary.”

Leadership 170

Leadership Consulting Video Government 170

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. It serves over 50,000 monthly site visitors and 300 state and local governments.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

ECXO

MAY 14, 2024

By doing so, you can create an environment where your employees and customers feel valued, and where everyone can thrive and succeed together. Here are some relevant points on building the right culture: Leadership with Heart: Leaders should embody the H2H philosophy, demonstrating empathy, transparency, and a commitment to ethical practices.

B2C 156

B2C B2B Leadership Culture 156

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

BlueOcean

OCTOBER 23, 2023

Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

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. Employees want to feel included in the club/group/tribe.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

BlueOcean

OCTOBER 7, 2024

As you chat with team members and walk around the facility take note of the following (or the lack thereof): Video surveillance Security personnel Protocols for visitors Alarm systems at access points Employee knowledge of and adherence to security procedures 4. Positive, encouraging, and likeable leadership is critical.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

As you chat with team members and walk around the facility take note of the following (or the lack thereof): Video surveillance Security personnel Protocols for visitors Alarm systems at access points Employee knowledge of and adherence to security procedures 4. Positive, encouraging, and likeable leadership is critical.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

SEPTEMBER 10, 2024

Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

OCTOBER 14, 2024

Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Contact Center 156

Contact Center Employee Engagement Culture Training 156

BlueOcean

SEPTEMBER 10, 2024

Describe your employee engagement strategies and measurement processes. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

Lumoa

FEBRUARY 9, 2023

Purposeful Leadership: Leaders operate consistently with a clear set of values. Employee Engagement: Employees are aligned with the goals of the organization. According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

BlueOcean

AUGUST 21, 2019

4. Management and Leadership Interactions. According to a study from Gallup, 70% of team-level engagement is based on a manager’s relationship with the team. Extend these observations to the company’s leadership team. Is the senior leadership present and fully engaged in your visit? 5. Client Relations.

Contact Center 159

Contact Center Culture Leadership Sales 159

Maz Iqbal

OCTOBER 9, 2014

improvement due to benevolent-enlightened leadership? Here is Nunwood’s take on the situation (bolding is my work): The financial services sector sees the largest improvement in performance … This is in no small part due to the burning platform created by the government, media and regulators. Which sectors have declined?

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our customers are comparing us to the last great customer experience they had, not other government agencies. Good leadership hasn’t changed. Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

BlueOcean

JANUARY 20, 2023

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

AUGUST 6, 2020

Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments? What percentage of your new hires comes from employee referrals?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

COPC

JULY 23, 2021

Employee engagement is the glue that binds companies together. Siva and the leadership team started preparing to meet their growing client demands and refining their existing processes and policies to ensure smooth sailing operations. s Employee Engagement Services to implement FBC’s first employee survey.

Employee Engagement 52

Employee Engagement Engagement Survey Analysis 52

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.

Government 48

Government Customer Experience Customer Journeys ROI 48

Confirmit

SEPTEMBER 10, 2018

I’ve reported back a little last week about the recent HCI Employee Engagement conference in Denver. King County believes that government has an unfair advantage in employee engagement ! People development is key: One government organization had put in a big effort for learning and development platform.

Employee Engagement 40

Employee Engagement Engagement Government Leadership 40

ECXO

MAY 11, 2023

Research by McKinsey discovered that companies that get organised and manage CX can realise a 20% improvement in customer satisfaction, a 15% hike in sales conversion, a 30% reduction in the cost to serve and a 30% increase in employee engagement. Ensure that leadership comes from the top to drive the change.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Employee Engagement: Employees are aligned with the goals of the organization. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Call Experts

MARCH 18, 2021

Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. According to The Economist – Economic Unit, “Employees who believe their workplace effectively uses mobile tech are more creative, satisfied, and productive at work.” employee schedules.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand. About Dave.

Customer Experience 100

Customer Experience Chief Customer Officer Leadership Culture 100

Customer Bliss

JULY 5, 2016

She leads consumer strategy, culture and the governance of the consumer experience portfolio of initiatives. Natalie has also enjoyed serving on the CXPA Board, the Forrester Leadership Council and on the Board of both the Indianapolis Symphony Orchestra and the American Lung Association. You can connect with Natalie on LinkedIn here.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

SurveySensum

JULY 14, 2020

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. Aimee Lucas – Customer & Employee Experience Researcher, Advisor, Trainer, Speaker, CCXP. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Bliss

DECEMBER 13, 2016

High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial). Established correlations between employee engagement and financial prospertity. Established a two-tiered governance council to guide and prioritize and provide resources. Assessing The Role And Work To Be Done.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

SuiteCX

DECEMBER 22, 2015

Thought Leadership #6: Disruptive competitors will appear when and where you least expect them. Customer Experience will expand to focus on employee engagement. Thought Leadership 5. As the economy recovers, there is more demand for specialized talent to stay competitive.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Ever since then, we have made it a point to focus on what the customer would need, what would they want, what would answer their questions, how would they like to engage, etc. Ten years done.

Customer Care 98

Customer Care Government Communication Engagement 98

BlueOcean

JUNE 21, 2016

Agent Engagement. Describe your employee engagement strategies and measurement processes? What percentage of your new hires comes from employee referrals? Provide an organization chart and bios of senior leadership and program managers. What is your average tenure of salaried staff? Hourly staff?

Contact Center 120

Contact Center First Call Resolution Culture e-support 120