CX Accelerator

DECEMBER 31, 2018

We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

TechSee

JUNE 16, 2021

Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. The greater the adoption of new technology, the more use cases can be applied and the greater the likelihood that the enterprise will see double digit improvements in their KPIs. But first, it must be adopted.

ROI 251

ROI Case Study Strategy Wireless 251

Experience Investigators by 360Connext

MARCH 31, 2015

Location-based apps were another year’s IT technology. The technology itself becomes secondary to the purpose. Will they find your customer experience technology helpful, or creepy? SXSW: Customer Experience Technology. How have recent technological advances affected the experiences you have as a customer?

Technology 110

Technology Customer Experience Social Media Trends 110

COPC

JULY 23, 2021

“During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. No matter how good the technology is or processes one has, when the rubber hits the road, it is the person answering the phone call, email or chat that makes the difference. At COPC Inc.,

Employee Engagement 98

Employee Engagement Engagement Survey Analysis 98

InMoment XI

NOVEMBER 30, 2023

Employee Engagement Your employees are integral to your brand’s reputation. Investing in employee training, recognizing achievements, and fostering a workplace that aligns with your brand values contributes to a harmonious and authentic brand representation.

Brands 284

Brands Management Multi-Channel Social Media 284

Experience Investigators by 360Connext

JANUARY 5, 2015

I was working with a growing technology company. The others were his senior staff , his trusted leadership team members. ” CXI® means re-evaluating your leadership practices. More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial? We have a saying around here.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

InMoment XI

MARCH 25, 2025

As a result, teams can build stronger relationships, improve collaboration, and continuously refine their approach to service and engagement. Conversational intelligence is the technological ability to understand, analyze, and extract meaning and insights from human dialog (and any other conversational text).

Contact Center 195

Contact Center Call Center Software Leadership 195

Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement.

Contact Center 130

Contact Center Management Strategy Call Center 130

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. A customer-centric organisation.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Michelli Experience

AUGUST 31, 2016

Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company.

Technology 189

Technology Travel Innovation Study 189

Bold360

JANUARY 22, 2020

But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. Frontline employees in stores and branches. Contact center employees answering calls and chats. More products and services mean more complexity for employees to handle.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

CSM Magazine

MARCH 5, 2025

Leadership and Communication Skills: Customer support leaders must inspire their teams and communicate effectively across departments. Leadership, negotiation, and communication skills are all crucial. Incorporating Technology From AI-powered chatbots to CRM platforms, technology plays an increasingly vital role in customer support.

Training 52

Training e-support First Call Resolution Leadership 52

Experience Matters

FEBRUARY 18, 2016

Technology has enabled entirely new practices and we’ve developed a much deeper understanding of what drives human behaviors and business success. […]. Over the previous decade, I’ve had the opportunity to work with and study thousands of companies.

Leadership 120

Leadership Management Study Technology 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

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

ImprintCX Articles

JANUARY 7, 2025

Imagine a workplace with state-of-the-art technology, beautifully designed office spaces, and perks like gourmet lunches or yoga classes. Yet, despite all this, the employees are disengaged, uninspired, and unproductive. Gallup) Disengaged employees cost U.S. This mismatch is more common than you think. The result?

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Describe your employee engagement strategies and measurement processes. AI Describe your current AI capabilities and services.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

BlueOcean

JULY 20, 2023

Best Use of Time: Get your technology troubleshooting out of the way before the meeting starts – or build in five minutes at the front of the agenda for things to go wrong. It’s tough to engage your audience and keep them engaged. Technology almost always causes at least a minor problem or delay.

Contact Center 294

Contact Center Travel Culture Meeting 294

ECXO

MAY 14, 2024

Businesses should strive to be good listeners, responsive to feedback, and proactive in their community engagements. The Future is Human – The Role of Technology in H2H As technology continues to advance, the human element in business becomes even more crucial.

B2C 156

B2C B2B Leadership Culture 156

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. This means we need to involve and engage stakeholders, leaders, frontline employees, and customers in everything we do.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

FEBRUARY 19, 2021

Ensuring all employees are engaged with your business is essential but making sure your customer service team is engaged is paramount to retaining a strong customer support team and increasing productivity. Step 1: Implement Employee Engagement Software . Then recognize their hard work and efforts!

Employee Experience 132

Employee Experience Customer Service Customer Experience Employee Engagement 132

Customer Bliss

NOVEMBER 1, 2018

Some employees were on shifts for extended periods of time that they didn’t necessarily prefer. After listening to feedback and performance metrics, Carolyne and her leadership team were able to create shift bids based on performance, which allowed employees to have different shift options.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

BlueOcean

SEPTEMBER 10, 2024

We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. How many full-time employees do you have? Describe your employee engagement strategies and measurement processes.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

SEPTEMBER 10, 2024

We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. How many full-time employees do you have? Describe your employee engagement strategies and measurement processes.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

OCTOBER 14, 2024

Below you’ll find six key sections of questions: Company overview Agent Hiring & Management Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Describe your employee engagement strategies and measurement processes.

Contact Center 156

Contact Center Employee Engagement Culture Training 156

GetFeedback

MAY 9, 2019

Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. Employee engagement : Employees have to be fluent in the company’s CX goal and strategy. There are four pillars that serve as the stabilizing foundation of any customer experience program:

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

NICE inContact

MARCH 26, 2019

Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Have low or nonexistent employee engagement, with team members unaware of the customer journey and the role they play in it. Use siloed technology systems, and find collaboration challenging.

Customer Experience 152

Customer Experience Contact Center Customer Centricity Policies 152

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 Conference 93

Wootric

OCTOBER 19, 2018

Keeping health professionals engaged has been shown to have positive impact on : Patient satisfaction. Employee Turnover and Absenteeism. Monitoring employee sentiment and making use of feedback. With most large enterprise organizations, HR has systems for gathering and monitoring employee feedback channels.

Employee Engagement 58

Employee Engagement Healthcare Analysis Engagement 58

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

Michelli Experience

MAY 25, 2016

Such is the case with technology! For quite some time now we’ve all watched technology revolutionize the way service is delivered across the globe. It’s been said that when you have a “hammer everything looks like nails.” Accenture recently released a study of 24,489 customers in 33 countries and across 11 industries.

Technology 113

Technology Travel Hotels Study 113

Michelli Experience

AUGUST 26, 2016

The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery… . “It The technology will also allow flyers to receive push notifications as to their bag’s journey through the Fly Delta mobile app. Delta’s initial trials have produced a 99.9

Technology 100

Technology Customer Experience Airlines Customers 100

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

BlueOcean

OCTOBER 7, 2024

Technology The pace of change in the contact center industry is mind-blowing. Not too long ago, modern CRM integrations and call routing features felt like the pinnacle of customer experience technology. Positive, encouraging, and likeable leadership is critical. Extend these observations to the company’s leadership team.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

Technology The pace of change in the contact center industry is mind-blowing. Not too long ago, modern CRM integrations and call routing features felt like the pinnacle of customer experience technology. Positive, encouraging, and likeable leadership is critical. Extend these observations to the company’s leadership team.

Contact Center 156

Contact Center Culture Leadership Call Center 156