InMoment XI

OCTOBER 20, 2022

Hosted over two days, attendees learned practical tips and best practices they can implement immediately into their experience programmes to elevate their experience programmes. If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today!

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

ECXO

APRIL 28, 2021

You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Tabitha Dunn currently serves as chief customer officer, head of Customer Experience and Global Sales Excellence at Ericsson. SHARE ARTICLE. Share on facebook.

Chief Customer Officer 296

Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 296

ECXO

JANUARY 25, 2022

Before Thunderhead, he was VP of Customer Experience at Pegasystems and VP of Engineering at Chordiant Software. Share this event: If you want to get in touch with Ray Garber, he is on LinkedIn. Want to see more articles like this? Join ECXO today. Have unlimited access to ECXO’s unrivalled content. Become a member today.

Customer Relationship Management 296

Customer Relationship Management Innovation Analytics Employee Experience 296

ECXO

FEBRUARY 14, 2022

We are creating the European story of a customer, partner, employee experience; let’s tell our stories together to the world collaborate with the ECXO. Discover a community of leaders and organizations that are committed to working and evolving together to raise the collective customer and employee experience across Europe.

Culture 296

Culture Case Study Employee Experience Innovation 296

InMoment XI

MARCH 16, 2022

Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions. After all, issues like the pandemic are global occurrences, so how else can you make sense of such an event except by looking at that level of scale?

Trends 370

Trends Social Media Comparison Loyalty 370

Adrian Swinscoe

DECEMBER 21, 2021

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. The post Genesys is aiming to transform not only customer experience but employee experience too first appeared on Adrian Swinscoe. I don’t attend that […].

Employee Experience 98

Employee Experience Customer Experience Connections Customers 98

ShepHyken

DECEMBER 31, 2024

(Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences. Anything less than a consistent experience erodes confidence and trust in the company or brand. Are you ready?

Customer Experience 92

Customer Experience Metrics NPS Customer Service Training 92

ECXO

APRIL 28, 2021

She is a regular speaker and organises different events to promote customer success in Europe) This article was previously posted at Success Chain. Discover a community of leaders and organizations that are committed to working and evolving together to raise the collective customer and employee experience across Europe.

Customer Success 290

Customer Success B2C B2B Customer Journeys 290

Uniphore

JUNE 10, 2021

In our recent CCW Poll – Virtual Event, all respondents reported working from home throughout the pandemic, either entirely remotely or in some hybrid form. Getting the employee experience right is essential to developing and retaining top talent. Educating, engaging and empowering employees. 13% High Call Volume.

Call Center 246

Call Center Self Service Contact Center eBook 246

InMoment XI

NOVEMBER 16, 2021

They didn’t survey customers that went to a dealership and paid for the repair/service themselves (customer-pay events). Does Your Survey Follow a Logical Flow to Walk the Customer Through the Experience Being Measured? For instance, in the earlier days of automotive CX research most companies only surveyed warranty-service customers.

Survey 370

Survey Automotive Comparison Hotels 370

CX Journey

DECEMBER 23, 2014

helps the audience understand conveys what the people of Pompeii thought, did, felt brings the event(s) or experience to life engages the audience facilitates empathy and understanding helps the audience/patrons connect draws the audience in transports the audience helps the audience relate teaches them Stories are pretty powerful.

Engagement 171

Engagement Transportation Employee Experience Training 171

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

Experience Investigators by 360Connext

JUNE 18, 2024

A Great Customer Experience Requires a Great Employee Experience CX teams can work tirelessly to enable customer-facing employees with the messaging and resources they need to deliver a great customer experience. 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

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. Your purpose should be the north star that guides your customers and employees experience.

B2B 367

B2B Brands Innovation Government 367

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

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. And a perfect employee engagement starts with a meaningful employee experience.

Employee Experience 59

Employee Experience Survey Customer Journeys Employee Engagement 59

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

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

CloudCherry

FEBRUARY 24, 2018

CREATE a vibrant environment, one that entices employees to come to office. Engage your staff with surprise events every now and then, to ensure that the teams always stay motivated. TRUST your employees and give them the freedom to experiment. Remember, employees are perhaps your most underrated innovators!

Employee Engagement 191

Employee Engagement Culture Policies Employee Experience 191

ECXO

MARCH 20, 2024

eAAQApHd About Dr. Natalie Petouhoff : Dr. Natalie Petouhoff is a renowned Global AI & Empathy Adviser, recognized for her expertise in AI, customer, and employee experience.

Case Study 156

Case Study Customer Centricity Leadership ROI 156

InMoment XI

MAY 23, 2023

This event really brought it home how everyone at Aegon has a unifying purpose, to connect with customers. Connecting EX and CX is massively important and by understanding that employee experience can have a positive impact on customer experience is key to creating a customer centric culture.

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

Alida

MAY 3, 2022

The 2022 edition of Alida’s flagship event Activate will zero in on an increasingly important concept, one that’s foundational to today’s customer and employee experience: empathy. It’s a primordial input in the creation of effortless, enjoyable experiences. Empathy is at the core of every positive human interaction.

Employee Experience 130

Employee Experience Measurement Interaction Customer Experience 130

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

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

InMoment XI

SEPTEMBER 7, 2022

Here are some of the major survey template categories: Employee Experience Survey Templates: Helps you measure employee satisfaction and motivation. Satisfaction Survey Templates: If you’re looking to measure how a client feels about your services, or how your employees felt about an event, look no further!

Survey 195

Survey Feedback How To Measurement 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events. Employee experience (EX) is in step with customer experience. If your employees are unhappy, then your customers will be, too. You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

eglobalis

AUGUST 13, 2024

Product launches become global events, and customers are willing to queue for hours to get the latest device. This fanatical following is a testament to Apple’s ability to create a deeply engaging brand experience. However, this following lacks the fervor seen in Apple’s fan base.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

BlueOcean

OCTOBER 4, 2022

That’s just one bite of insight coming out of last month’s CXOutsourcers Mindshare event in Las Vegas. If the future of customer experience is on your mind, read on for a few more bite-sized perspectives. 4x Growth with Better Employee Experience. And Speaking of Employee Experience…. …it

Conference 156

Conference Entertainment Employee Experience Contact Center 156

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

CSM Magazine

MAY 9, 2024

ServiceNow and Genesys have announced a strategic partnership at the Knowledge 2024 event to enhance customer and employee experiences. The collaboration aims to integrate Genesys Cloud platform with ServiceNow Customer Service Management to offer a unified solution called: Unified Experience from Genesys and ServiceNow.

Employee Experience 52

Employee Experience Customer Experience Connections Customer Service 52

Beyond Philosophy

NOVEMBER 6, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

CX Journey

OCTOBER 2, 2014

As a result, I can see how it also applies to the employee experience, i.e., the greater the expectations we place on people, the better they will perform. The Pygmalion Effect is often to referred to as self-fulfilling prophecy , and it follows these four key principles: We form certain expectations of people or events.

Customer Experience 175

Customer Experience Voice of Customer Customers Customer Expectations 175

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. We chose the theme of “Power Up” to represent being back in person with our customers and partners after two years of virtual events. Invest in Your Employee Experience. times more profitable.

Connections 147

Connections Contact Center Analytics Travel 147

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. If you are not in San Diego, you can help sponsor me for a Book Signing/Event in your city. And, of course, you do need outstanding customer service.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

ECXO

APRIL 1, 2021

Unexpected events may cause chaos in the customer emotions, leaving them responding “that was not meant to happen” and “I was not expecting that!” Discover a community of leaders and organizations that are committed to working and evolving together to raise the collective customer and employee experience across Europe.

Strategy 296

Strategy Exercises Study Customer Expectations 296

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. Want to see more articles like this? Join ECXO today.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

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