CX Journey

DECEMBER 11, 2018

Everybody Matters: The Extraordinary Power of Caring for Your People Like Family by Bob Chapman If you've been a follower of my blog for a while, you know that I first started writing about Bob Chapman, CEO of Barry-Wehmiller, and his leadership approach, i.e., Truly Human Leadership, back in 2012, and have written about him several times since.

Leadership 151

Leadership Guidelines Travel Culture 151

The DiJulius Group

AUGUST 8, 2024

*The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “Your vision needs to be your wildest dream of the impact your organization can have on the world.” Great leaders are paranoid that there is a better way to do something.

Leadership 98

Leadership Employee Experience Groups Management 98

The DiJulius Group

JANUARY 2, 2023

Our Top Blogs from 2022 A Leadership Epiphany on Workplace Culture Where Have All the Workers Gone, and How Can I Attract and Keep Them? The post The Best Customer & Employee Experience Content of 2022 appeared first on The DiJulius Group. I recommend sharing this with your entire team. 6 Reasons Your.

Employee Experience 111

Employee Experience Customer Experience Leadership Video 111

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. Strativity is an LRW Group company. About LRW Group. About Strativity.

Groups 98

Groups Consulting Leadership Innovation 98

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. He walked right past our tour group, said hi, then sat down at his cube. Employee experience (EX) is customer experience!". Prioritizing the employee experience.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Customer Bliss

JANUARY 18, 2018

During Kathy’s CX implementation process, she realized that as an organization, they were allowing the customer experience to happen versus being deliberate in facilitating the overall experience; it was time to change that. Their customer experience was happening in silos, so the journey was broken.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

InMoment XI

MARCH 2, 2022

It must come through disciplined leadership, investment, assessment, and change. The challenges for many organizations, though, is that they have either minimally addressed or completely missed the impact of enterprise culture on the level of employee connectedness, contribution, and commitment.

Culture 195

Culture Connections Company eBook 195

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX Success Strategy Statement extends your organizational and leadership goals to define specific outcomes for your CX program. Customer personas represent customers in groups of shared attributes. Personas are powerful tools, so dont be afraid to experiment with how you track behaviors and create these groups.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . 7 Customer Experience Insights You Can Apply to Your Organization. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. 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

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

SurveySparrow

APRIL 18, 2021

Employee experience, like customer experience, is a crucial aspect of running a business because it plays a significant role in determining client satisfaction. A happy and satisfied employee is more likely to cater to the customers’ needs, thereby improving their experience with a company. The Physical.

Employee Experience 95

Employee Experience Strategy Customer Journeys e-support 95

The DiJulius Group

DECEMBER 19, 2024

Todays episode is from a live Q&A with The DiJulius Group Chief Revolution Officer John DiJulius, during which he answered questions from business leaders on how to be more effective leaders. Read Full Article The post 183: Q&A with John DiJulius on Leadership appeared first on The DiJulius Group.

Leadership 52

Leadership Groups Employee Experience Customer Experience 52

eglobalis

SEPTEMBER 16, 2024

Therefore, understanding the needs of each group is essential. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience. Conclusion: Challenges and Execution Tips Implementing a B2B CX strategy is not without challenges.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

The DiJulius Group

JANUARY 2, 2024

Read Full Article The post The Best Customer & Employee Experience Content of 2023 appeared first on The DiJulius Group.

Employee Experience 98

Employee Experience Customer Experience Culture Training 98

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

Lumoa

JUNE 23, 2021

Improved employee experience The better the employee experience , the better the customer experience. Broaden your recruiting sources If you want to hire a more diverse group of people then you need to widen the candidate pool.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

TechSee

JANUARY 25, 2023

link] Scott VerBracken, VP Automotive Services Scott began his career with AAA ACG (The Auto Club Group) in 2001. Rick has more than 15 years experience in B2B and SaaS software marketing across a diverse group of start-up, growth stage and enterprise companies. Prior to joining KONE, Jon was a manager for Accenture.

Management 41

Management Automotive Leadership Effort Score 41

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. Get Senior Leadership to Understand Your CX Plans. He put together a one-page roadmap and brought it to the senior leadership team.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

CX Accelerator

MARCH 16, 2020

Is it possible that contact center leaders need to spend less time trying to put lipstick on a pig and more time improving the job and the employee experience? customer experience (CX). Customer service ? A CX role should influence the entire organization, not just customer service.

Contact Center 228

Contact Center Communication Groups Customer Service 228

BlueOcean

AUGUST 20, 2020

We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. What’s the Employee Experience Really Like?

Video 156

Video Customer Care Leadership Culture 156

The DiJulius Group

JANUARY 29, 2025

Whenever I conduct a leadership workshop around our latest book The Employee Experience Revolution, one consistent question that comes up is how to handle negative employees.

Leadership 57

Leadership Employee Experience Survey Feedback 57

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. When ideas surface that are exciting to most of the leaders in the group, they are worth exploring as part of your priorities. 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

ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Employee experience has certainly met some hard knocks during the global pandemic. Keys to employee experience and customer experience are essentially understanding and meeting expectations. Lynn Hunsaker.

Employee Experience 71

Employee Experience Customer Experience Leadership Exercises 71

ECXO

NOVEMBER 9, 2023

November 16 at 5:00 PM (CET) – 4:00 PM (GMT) – 9:00 AM (PDT) #cx #employeeexperience #designthinking #customerexperience #CXM Subscribe here on Linkedin: [link] Please help us welcome Karen, a luminary in leadership, organizational transformation, and Customer Experience (CX), as our esteemed guest lecturer and presenter.

Culture 156

Culture Connections Contact Center Leadership 156

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. She has led CX for giants such as Whitbread, Sainsbury’s, and Compass Group as well as providing clients worldwide with groundbreaking products, services, and experience design services as a consultant.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. He walked right past our tour group, said hi, then sat down at his cube. Employee experience (EX) is customer experience!". Prioritizing the employee experience.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

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

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Experience Investigators by 360Connext

FEBRUARY 9, 2021

It’s our belief that when we invest in CX, listen to the voice of our customers & find opportunities to improve, we will deliver on the exceptional customer experiences that build strong, lasting relationships with our policyholders & agent partners.”. Chris Neeson, Customer Experience Leader, Ohio Mutual Insurance Group.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

System 317

System Effort Score NPS Net Promoter Score 317

Retently

OCTOBER 28, 2024

Key Takeaways Stay interviews allow companies to address employee concerns early, reducing dissatisfaction and turnover. They give managers the opportunity to engage directly with employees and resolve issues before they escalate. Replacing employees, particularly in leadership roles, can cost up to 200% of their salary.

Net Promoter Score 78

Net Promoter Score Effort Score Leadership Feedback 78

GetFeedback

MAY 9, 2019

There are four pillars that serve as the stabilizing foundation of any customer experience program: . Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. Employee experience: Happy employees cultivate happy customers.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

ImprintCX Articles

JANUARY 7, 2025

Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers of employee engagement and its costing them. Worse, this imbalance is directly impacting the one thing every company should care about: customer experience (CX).

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why?

Leadership 62

Leadership Touchpoint Course Employee Experience 62