West Monroe

JULY 29, 2024

His unique, creative insight into emerging technology allows him to build digital products, deliver value, and spark digital transformation. It’s crucial to understand data usage and governance with these tools. Let's discuss the ROI of generative AI at work, particularly in terms of employee engagement and satisfaction.

Culture 59

Culture ROI How To Government 59

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

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Communication 93

Communication Technology Employee Engagement Culture 93

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

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

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? Technology.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Call Experts

MARCH 18, 2021

Many organizations don’t think about attendance tracking technology until it is too late. Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. Save your company time, money, and the hassle of incorrect records while improving employee engagement.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

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

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. Texas NICUSA provides support for Texas.gov and implements technology solutions for Texas governmental agencies.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Maz Iqbal

DECEMBER 10, 2014

Because usually the shareholders have gotten fat through ‘bad profits’ delivered by their agents (Tops) putting in place strategies-structures-people-practices that collectively take advantage of customers, suppliers, and the employees – extracting surplus rents (to use the term used by economists); 4.

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

BlueOcean

AUGUST 21, 2019

2. Technology. The site visit will give you a first-hand look at how your potential vendors are leveraging new technologies for themselves and for their clients – and you’ll have a chance to sit down and talk with folks like the CTO face to face to see whether your vision/risk tolerances are aligned. 5. Client Relations.

Contact Center 159

Contact Center Culture Leadership Engagement 159

West Monroe

JUNE 6, 2024

Key Takeaways Set both a top-down & bottom-up strategy As with any new priority or emerging technology, the first step is to determine your organization’s approach and philosophy for GenAI. How can we foster innovation without losing governance? What risks do we need to consider and mitigate? How can we best protect our data?

How To 40

How To Innovation Government Culture 40

Qualtrics

MARCH 26, 2019

The good news is you may already have loads of CX-oriented data from technology you’re currently using. But governance could be the “secret sauce” for figuring it out, with the help of your colleagues. Governance moves you from having data, to getting stuff done based on the data. Ingredient: Survey Policy.

Government 22

Government Data Policies Guidelines 22

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

Russel Lolacher

NOVEMBER 28, 2022

A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years. A frequent speaker and writer on engagement. . I mean, you’re talking stories, you’re talking about leadership. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

Customer Bliss

DECEMBER 13, 2016

billion P&L for CA Technologies. Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial). Established correlations between employee engagement and financial prospertity.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

Maz Iqbal

OCTOBER 10, 2014

Putting in place a progressive customer governance, which unites marketing, operational and HR professionals, is an important consideration … Is that enough? Is it enough just to get the marketing, HR operational folks and let them cook up customer and employee experience excellence? Because technology plays such a critical part.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. Focusing on employee engagement, culture, and empowerment—particularly in a hybrid work environment —will have both a market and talent-retention impact.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint Software 52

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. World-class thought leadership. Get hands on with the technology.

Government 32

Government Employee Experience Leadership Employee Engagement 32

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. Technology. What is your average tenure of salaried staff?

Contact Center 120

Contact Center First Call Resolution Culture Training 120

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. His 2015 Talk is now at 2.1

Leadership 98

Leadership Government Employee Experience Innovation 98

Qualtrics

NOVEMBER 13, 2020

Technology is changing the way we interact with the world around us and our expectations of government. As a result, customers have come to expect a similar experience everywhere - not just from companies but also government. Realizing the power of experience in government. We live in a new world.

Data 32

Data Government Feedback System 32

CX University

MAY 2, 2023

They can seamlessly create a customer-centered program to share with their colleagues and leadership team. “To engage adult learners in online courses, there should be a sense of relevance and practicality in the course content.

Engagement 52

Engagement Gamification Course Case Study 52

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. Focusing on employee engagement, culture, and empowerment—particularly in a hybrid work environment —will have both a market and talent-retention impact.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint Software 40

Qualtrics

MAY 20, 2019

That’s what the leadership team at Barksdale Air Force Base in Louisiana wanted to find out, and they chose Qualtrics as the tool to help. Barksdale AFB’s leadership wanted to know the base-specific factors that influence the decision to leave the Air Force entirely. What are the things that happen that make you want to stay or leave?

Data 24

Data Multi-Channel Government Leadership 24

West Monroe

JUNE 8, 2017

West Monroe Partners recently hosted a round table in Seattle for local workforce, HR and technology leaders on the topic of the future of work. Is it a technology decision? This strategy should include all the primary functions of your firm and have a leadership or governance structure to help guide it.

Company 40

Company Government Retail Technology 40

Russel Lolacher

AUGUST 1, 2022

So the barriers, then, by definition, are anything physical, architectural, technological, attitudinal, or based on information or communications or result of a policy or practice that hinders full and equal participation. The disability isn’t the problem, the barriers, the problem. So then accessibility falls from that.

Government 98

Government Culture Employee Experience Video 98

Natalie Petouhof

JULY 14, 2015

Each quarter, TeleTech publishes its latest thinking in its executive journal, Customer Strategist , where consultants and analysts bring their thought leadership to a wider audience. We’ve dedicated this issue of the Customer Strategist to helping our readers understand how to put digital technologies to good use. Why or why not?

Customer Experience 40

Customer Experience Survey Telecommunications Banking 40

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Hear inspirational stories and thought leadership that will give you plenty to take back to your organization. World-class thought leadership. Get hands on with the technology. Employee engagement in action.

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

Qualtrics

MARCH 19, 2019

Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. Unfortunately, for federal government agencies, even with Congress, OMB, and the GAO and IGs all calling for agencies to collect more feedback, it’s not necessarily that simple. Governance: get control, improve data quality.

Feedback 22

Feedback Government Survey Data 22

Bold360

MARCH 5, 2020

How technology and processes support your talent. Supporting your talent with processes and technology. You should make sure you have the processes in place to support your employees and keep you from micromanaging. This provides better governance and less risk. Your employees still need some movement.

Culture 59

Culture Employee Experience Insurance Government 59

Michelli Experience

DECEMBER 30, 2015

Focused attention directed to the people (not the technology) that surrounds us may be one of the greatest sources of interpersonal power in the year ahead. That gratitude is compounded when I think about those who established our system of government and the ones who have fought for our freedom.

Social Media 100

Social Media Government System Consumers 100

C Space

APRIL 6, 2020

SAP stands with the WHO and supports its leadership in coordinating the global effort to mobilize the fight against COVID-19,” said Alexandra van der Ploeg, head of SAP CSR. The government has now opened up the fund for foreign contributions from both by individuals and institutions. IT mogul Azim Premji has committed Rs. million).

Brands 52

Brands Hospitality Healthcare Banking 52

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

SmartKarrot

MAY 5, 2022

C-suite leaders need to adapt to technology and understand its impact on all levels. It is more important than ever to retrospectively handle new distractions, adapt to modern technologies, or make a mark in the business space. The C-suite also needs to face customers, business partners, millennial employees, critics, and the media.

Course 10

Course Feedback Leadership Customer Success 10

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