CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. focuses employees at all levels on the customer, and 3. Four Employee Engagement Strategies that Deliver Competitive Advantage.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

CX Journey

NOVEMBER 15, 2017

The only competitive advantage we have is the culture and values of the company. Howard Schultz But what happens when your executives' and your employees' behaviors don't align with your values? Here are some examples, taking us back to the financial crisis of 2007-2008. The only thing we have is one another. Bad things.

Culture 50

Culture 2008 2007 Competitive Advantage 50

Wootric

FEBRUARY 14, 2019

She oversees brand, demand and product marketing — attracting companies that make customer experience their competitive advantage using Wootric’s AI-powered software. In 2008 Shep was inducted into the National Speakers Association Hall of Fame speaker for lifetime achievement in the professional speaking industry.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Bold360

DECEMBER 1, 2016

The first is strong communication about why the change is happening. Key employees, for the most part the longer standing employees in your team, will be used to the legacy system (if you have one in place) and will be hesitant to make a change. Training begins for the management staff, but mostly IT, on how to use the software.

Customer Experience 104

Customer Experience Customers Consulting E-support 104