ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 156

Culture Connections Contact Center Leadership 156

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To be more innovative, you need diversity of thought. It’s so much more than gender diversity: it includes cultural background, work experience, race, age, and more.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

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

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. The Engager deploys innovative, fresh strategies to engage and retain customers.

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

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. Paul's Hotel.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

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. Paul’s Hotel.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

CloudCherry

NOVEMBER 11, 2019

According to his Anonymous nominator, Bob “evangelizes, showcases, and educates employees, clients & potential clients about innovations, technologies, and offerings through individual and group presentations,” and our own judges have dubbed him “a protégé” in his program. Now, that’s what we’re talking about!

Leadership 170

Leadership Consulting Video Government 170

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

Customer Bliss

OCTOBER 28, 2021

A pioneer in encouraging employees to lead themselves well before the movement of Zappos and others, in 1992, when Liisa Joronen acquired SOL from the family business, she shook things up by stating that there would be no titles or secretaries. Elevate People: Give Them Control. SOL has nearly 10,000 registered customers.

Case Study 148

Case Study Study Policies Government 148

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. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

InMoment XI

AUGUST 25, 2023

A vendor that complements your strategic objectives can bring fresh insights and innovation, enhancing your CX program’s impact on customer satisfaction and customer loyalty. Maintaining momentum in a CX program requires ongoing governance, regular reassessments, and a willingness to adapt as the business landscape evolves.

How To 195

How To ROI Net Promoter Score Measurement 195

CX Journey

JUNE 17, 2019

As such, a governance structure is critical to the foundation of any customer experience transformation. What that spells is a lot of opportunities for employees to take part in this journey! Trying to Imitate not Innovate Your culture and your customer experience are your own unique fingerprints.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Qualtrics

MARCH 31, 2020

Now more than ever, government IT departments are being asked to lead. Against the backdrop of an unprecedented global pandemic, IT departments play crucial roles in ensuring the continuity of services, the uptime of critical infrastructure, and employee engagement. 1: Understand the tools that employees need - and be flexible!

Government 34

Government Innovation Employee Experience Tools 34

CX Journey

OCTOBER 17, 2018

Unfortunately, that's where a lot of brands sit today: trying to keep up - if they're even focusing on the chocolates, er, customer experience. Innovation isn't even in their vocabulary. In a world where products and services are becoming more and more commoditized, customer experience is the only true differentiator.

Trends 111

Trends Guidelines Omni-Channel Government 111

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. And beyond loyalty is a brand fan.

Customer Service 85

Customer Service Government Employee Experience Video 85

CX Journey

DECEMBER 31, 2015

I think we're not getting enough traction yet with more-advanced, innovative CX work across the board because there are still so many newbies to this arena to turn those predictions into reality. They never seem to be right. They never seem to be executed. And they seem to be the same year over year.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Exercises 80

Storyminers

FEBRUARY 17, 2021

We’re using our great-grandparents’ thinking tools, governance and we continue to invest in tired ways, using old metrics and in old organization styles. Customer experience extends outwards from the employee experience, and politicians should look at citizens like businesses look at their employees. Absolutely.

Groups 147

Groups Government Travel Communication 147

InMoment XI

JULY 12, 2023

Empower your employees by providing them with the necessary training, resources, and authority to address customer needs effectively. You can also encourage and empower employees to foster a sense of ownership and accountability to resolve any customer issues.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

Experience Investigators by 360Connext

OCTOBER 13, 2020

The rich data provided by customers is the first ingredient in the art of innovation. The clues in those metrics provide insights into where the customer experience is or isn’t delivering on customer expectations. Proactive CX means leveraging what’s learned in journey mapping and applying those insights to innovation.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

CX Journey

JANUARY 30, 2019

A governance structure that outlines not only the people involved in the transformation but also their roles and responsibilities as wells as rules and guidelines on how they'll execute the various components of the strategy (think change agents and change management). Knowing what you need to do and doing nothing with it is really a crime.

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Russel Lolacher

AUGUST 1, 2022

So many questions, especially its impact on the employee experience. So I want to get into that, but but I can’t, because I have to ask you another question first, which is, what’s your best or worst employee experience? Oh, accessibility in the workplace. Stephanie Cadieux. Russel Lolacher.

Government 98

Government Culture Employee Experience Video 98

Pink Guava

FEBRUARY 16, 2022

Cx philosophy lays a lot of importance on how employee experience strengthens the overall customer experience. Cx program and its governance are no different. A big part of new-age leadership is staying resilient, empathetic, and innovative in a volatile world.

Leadership 19

Leadership Loyalty Government Metrics 19

ShepHyken

AUGUST 21, 2020

Let simplification and sense of simplicity generate innovative ideas. Ricardo Saltz Gulko is the Eglobalis managing director , a global strategist, thought leader, CX practitioner, and keynote speaker in the areas of simplification and change, customer experience, experience design, and global professional services.

Customer Experience 193

Customer Experience How To Culture Groups 193

Customer Bliss

NOVEMBER 29, 2016

Peeples is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit and business acumen to transform innovative ideas into profits. Employee improvement and employee experience. Metrics measurement improvement.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

CX Journey

AUGUST 8, 2018

They need to be supported, and they need to be able to discuss challenges, barriers, and successes with the other committees of the governance structure. And don’t forget to talk about the culture and the employee experience. They should also be trained on the core customer experience competencies or principles.

Guidelines 86

Guidelines Customer Journeys Customer Centricity Government 86

West Monroe

JUNE 14, 2017

Issues that we hear most frequently from clients center around the need to respond to market changes in a quick/agile way, what they should do with the vast amount of customer data that is being created on a daily basis, and how changing customer expectations influence the internal employee experience.

Customer Journeys 69

Customer Journeys Customer Experience Government Employee Experience 69

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX Journey

JUNE 17, 2019

As such, a governance structure is critical to the foundation of any customer experience transformation. What that spells is a lot of opportunities for employees to take part in this journey! Trying to Imitate not Innovate Your culture and your customer experience are your own unique fingerprints.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event in the world, so you won’t be short of things to see. Check out our guide to the must-see sessions for government and public sector organizations at X4. Take a deep dive into XM in government. Take an XM deep-dive into Government and Public Sector. What’s new in XM.

Government 29

Government Leadership Roadmap Culture 29

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Most organizations are surveying their employees, but very few are delivering truly strategic employee experience (EX) programs.

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

CX University

JULY 9, 2018

Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Customer Experience consultants have seen the same pattern elsewhere.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

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. It has to be done in consultation with employees. innovation, diversity. Thanks for that. These do not line up.

Leadership 98

Leadership Government Employee Experience Innovation 98

Pink Guava

APRIL 26, 2020

Strategy or Innovation - How are you doing as a company with your customers and all the stakeholders, included? Is it the work from home or specific ways like contact less deliveries, operating with new technologies or working to see through innovations? Employee experience through engagement for loyalty is being built in these times.

Social Media 84

Social Media Financial Innovation Employee Engagement 84

Qualtrics

MARCH 7, 2019

No other event can bring together this caliber of innovative research and insight professionals from industry-leading thought leaders, practitioners from breakthrough organizations and the world’s most iconic brands like Google, Unilever and Chobani. It was truly a remarkable and a career-defining experience for me. XM Solutions.

Innovation 29

Innovation Government Policies Brands 29