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

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

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

AWS Machine Learning

JANUARY 29, 2025

Generative AI can revolutionize organizations by enabling the creation of innovative applications that offer enhanced customer and employee experiences. Operating model patterns Organizations can adopt different operating models for generative AI, depending on their priorities around agility, governance, and centralized control.

Government 87

Government Policies Knowledge Base Insurance 87

InMoment XI

MAY 4, 2022

I’d much rather know and have the courage, strength, and conviction to allow for the data to be free-flowing than to worry about what kind of governance we put on that.”. Study What Other Companies Are Doing To Build Employee Loyalty. “Then we’d better get a hell of a lot better,” Lorne Rubis told the Financial Post.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

Forrester's Customer Insights

MARCH 2, 2020

What is the employee experience of a pandemic? Companies are making plans, governments are tracking the spread of the virus, but who is listening to the voice of the employees? What impact are they experiencing because of the coronavirus, even if they aren’t exposed to it? Help us track and share that.

Employee Experience 67

Employee Experience Government Company Customers 67

ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job.

Employee Experience 71

Employee Experience Strategy Exercises Government 71

CX Journey

SEPTEMBER 11, 2014

Are they making improvements for one constituent (customer) to the detriment of another (employee)? What''s most important to the employee experience and employee happiness? Is your company making customer experience improvements in a vacuum, without considering the full ramifications? George Bernard Shaw.

Voice of Customer 157

Voice of Customer Employee Experience Financial Government 157

Kayako

FEBRUARY 28, 2019

Employee experience. There is a clear linkage between the employee experience and the customer experience. When employees have a great experience (no, that doesn’t mean ping pong tables and beer Fridays), they are happier and more productive, and they deliver a better customer experience.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

ShepHyken

JUNE 7, 2021

Treating your employees like your No. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. My Comment: And, speaking of culture, here’s an article that emphasizes that recognizes that being customer-centric starts with the employee experience.

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

Enalyzer

MAY 13, 2020

With our reports, you can use real-time employee experience data to make the best plans for your organization — and your employees — as you transition back to the workplace. Are you interested? Our consultants are ready to help you get through this.

Government 98

Government Survey Leadership Consulting 98

eglobalis

SEPTEMBER 16, 2024

The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures. These teams should be empowered to make decisions and have the autonomy to implement quick solutions.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Experience Investigators by 360Connext

JANUARY 5, 2021

Creating a culture focused on customers has to start and end with focusing on employees. A culture that aspires to be authentic for customers must live up to that in the employee experience, too. Employee journey mapping and other techniques can be used to really understand where, how, and when to reinforce the mission.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Lumoa

JUNE 23, 2021

Improved employee experience The better the employee experience , the better the customer experience. Work with organizations that focus on industry-specific diversity, such as Black Women in Science & Engineering which supports black women to enter corporate or government STEM related jobs.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

CX Journey

JANUARY 31, 2018

Building your business case is not only about the why but also about the what: teach executives who might not understand the connection between focusing on culture, employee experience, and customer experience and increasing revenue and profits. Develop a governance structure. And establish the burning platform.

CEM 164

CEM Management Government Culture 164

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Governance tools and processes to coordinate centrally, along with the project management required to facilitate. Employee experience (EX) is in step with customer experience. If your employees are unhappy, then your customers will be, too. ” Debbie Szumylo, Customer Experience Evangelist, Thomson Reuters.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

ECXO

NOVEMBER 9, 2023

Leveraging Culture, Diversity, and Employee Experience: A seasoned corporate executive, Karen’s versatility shines through her accomplishments across multiple industries. Her portfolio includes spearheading and implementing a multitude of global organizational initiatives.

Culture 156

Culture Connections Contact Center Leadership 156

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.

Customer Experience 0

Customer Experience B2C Retail Government 0

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

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. Patricia soon realized that there were rules and operations in place which sometimes inhibited employees from being able to serve the customer efficiently. Help the C-Suite Help Employees. The principles are as follows: Ask, will it make the life of the customer easier?

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. Established an internal CX council and governance. Get Senior Leadership to Understand Your CX Plans. Develop a CX charter.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

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

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

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

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. Organizations must implement robust data governance frameworks to manage data access, usage, and protection. Read the original here.

Employee Experience 52

Employee Experience Analysis Multi-Channel Culture 52

CX Accelerator

SEPTEMBER 24, 2019

You’ve probably heard the idea that “most CX comes from great EX” (Employee Experience). At a basic level that means that employees should be having good experiences in their workplace in order for them to want to deliver good experiences for their customers.

Tips 282

Tips Customer Centricity Strategy Social Media 282

Forrester's Customer Insights

SEPTEMBER 1, 2020

Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. But although we’ve published reports on government CX, […].

Government 37

Government Employee Experience Study Report 37

CloudCherry

NOVEMBER 11, 2019

Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union. Lisa Vander Weide – Enterprise Client Success Lead at Smile.io, whose “empathetic nature” comes through there on the front line, where she’s working directly with customers AND impacting the employee experience.

Leadership 170

Leadership Consulting Video Government 170

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

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

Uniphore

SEPTEMBER 1, 2021

The Project Manager is responsible for achieving project financial and operational targets, promoting project communications, governance & best practices, resource management and forecast, and enabling customer trusted relationships.

Management 26

Management Travel Call Center Experience Government 26

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

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. That’s why we launched our customer awards program in 2017: to recognize high-achieving companies using Calabrio ONE to drive innovation in the contact center and beyond.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

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

Beyond Philosophy

MAY 25, 2016

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. The federal government pressured both sides to return to the negotiating table in Washington D.C. Employees are people, and people are emotional. What do you think?

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

CX Journey

JUNE 17, 2019

As such, a governance structure is critical to the foundation of any customer experience transformation. But far too many companies aren’t putting employees - and the culture in which those employees work - at the top of the priority list. Employees have to come first.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

InMoment XI

AUGUST 25, 2023

InMoment CX Program Success Stories Companies like Foot Locker and alphabroder are two companies that have chosen InMoment as their CX program partner and have improved their metrics by focusing on the customer experience and employee experience. The right CX platform should empower teams with immediate, actionable insights.

How To 195

How To ROI Net Promoter Score Measurement 195