CX Accelerator

JANUARY 11, 2021

Tony understood that if you treated your people right and provided them with tools and education, memorable customer experiences would result. Be kind, treat your teams well, innovate, and work hard. Employee experience (EX) is customer experience!". Prioritizing the employee experience.

Books 182

Books Return on Investment Magazine Culture 182

Advantage Communications

JULY 30, 2020

In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy.

Contact Center 91

Contact Center Culture Customer Service Strategies Employee Experience 91

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Dissatisfied employees were more than 2.5

Article 105

Article 2021 Customer Service Contact Center 105

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. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog. Delivering innovation and growth. of podcasts worldwide.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

JANUARY 27, 2017

Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. And innovation is one […].

Engagement 181

Engagement Consulting Innovation Employee Experience 181

SurveySensum

FEBRUARY 29, 2024

Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

ClearAction

NOVEMBER 11, 2022

Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job. Watch this blog for the follow-on article that explains gains from employee experience strategy next week. Partner experience gains from gratitude in interactions are bonding, productivity, and allegiance.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). This “change fatigue” directly impacts the experiences they shape for customers.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

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!

2019 170

2019 2020 Leadership Consulting 170

Customer Bliss

AUGUST 8, 2019

Watch my video interview with Horst and learn how to be a leader that sets the vision and the standards: 3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze. Kaleidoscope Delivering Innovative Service That Sparkles by Chip R. Learn how you can apply Horst’s principles to your business.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Managers weren’t given expectations around how to innovate around the customer experience. And even for those who have read the books and perhaps even follow this blog – they need to hear the commitment from the top of the organization again and again and again. Employees are who deliver the customer experience.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

PeopleMetrics

FEBRUARY 18, 2021

In this session, we talk about closed-loop feedback best practices, share some examples of closed-loop feedback processes and communications, and show you a few ways to use customer feedback to increase customer loyalty, improve employee experience, and grow your business. Watch on YouTube. ? ? ?. PeopleMetrics LIVE! sessions: [link].

Feedback 62

Feedback Customer Centricity 2021 Loyalty 62

BirdEye

MAY 30, 2023

In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback. Enhanced innovation User feedback can reveal areas where you’re falling behind in your market. Feedback keeps you in tune with innovations in your industry and competition.

2023 98

2023 Feedback Net Promoter Score Social Media 98

Beyond Philosophy

SEPTEMBER 11, 2014

One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. Blogs Employee Experience'

Banking 138

Banking Culture 2003 CEM 138

SurveySensum

FEBRUARY 27, 2024

So, with this blog, we will dive deep into strategies, best practices, and insights aimed at creating a thriving and fulfilling work environment for employees and boosting employee experience at all levels. That’s the magic of employee satisfaction.

Metrics 52

Metrics Culture Demo Healthcare 52

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. That’s where customer experience platforms come in. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Call Experts

JANUARY 15, 2020

As per “The future of work 2020” report, HR departments must focus on People and Performance to enhance overall employee management and productivity. . HR departments can be passive in their innovations related to modernization through technology. Ensuring personalized employee service experiences through the latest gadgets.

Call Center 72

Call Center Contact Center 2018 Customer Journey Mapping 72

One Millimeter Mindset

APRIL 20, 2021

First, read these 3 blog posts. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. Or do you prefer to play a behind-the-scenes role when it comes to revenue generation?

Leadership 79

Leadership Consulting Innovation Presentation 79

Customer Bliss

APRIL 25, 2017

Last week, I wrote a blog post about the employee experience side of the United incident. Diane is currently CEO of the Customer Experience Professionals Association. Thought leader and innovator for ways of engaging associates and customers. Their earnings are dropping. The repercussions are real. About Diane.

Airlines 128

Airlines Download Customer Experience Professionals Connections 128

Think Customers

MARCH 28, 2022

Indeed, “heavy attrition is a common challenge in the contact center industry,” says DC Wright, chief transformation and innovation officer at TTEC. Ultimately, the customer experience is still shaped by the employee experience. The traditional model is very inflexible which people find unappealing.”

Contact Center 105

Contact Center Effort Score Metrics 2023 105

Uniphore

JUNE 9, 2021

Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? Educate, engage and empower your employees.

Engagement 98

Engagement Contact Center 2021 Metrics 98

ViiBE Blog

FEBRUARY 18, 2020

Integrate human-centered innovations. 59% of customers feel that their experiences with companies are missing a human element. Many companies are finding innovative ways to integrate new technologies. Where should businesses focus on finding innovative customer service solutions? Empower your employees.

Exceptional Customer Service 52

Exceptional Customer Service Loyalty 2017 Employee Experience 52

CX Journey

OCTOBER 4, 2016

If you've been following my blog for some time, you know that I'm 110% on board with that line of thinking. In early August, I shared my post titled Customer Experience Fuels Innovation on Twitter, and Peter chimed in to say, " It sure does !" My ask of Peter: Some would say that innovation fuels the customer experience.

Banking 75

Banking Culture Books Innovation 75

Calabrio

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences.

Contact Center 40

Contact Center Employee Experience Innovation Connections 40

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. In addition, technology is being used to also improve employee experience which in turn impacts customer experience.

Customer Experience 48

Customer Experience 2017 Innovation Technology 48

One Millimeter Mindset

APRIL 13, 2021

What examples would you add to this blog post? Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. He needed the rest of the team to move everyone forward!! Aha… .

Leadership 82

Leadership Consulting Innovation Presentation 82

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Consulting 100

Consulting Employee Experience Leadership Culture 100

One Millimeter Mindset

APRIL 6, 2021

First, here are three blog posts about soft skills I would like you to reflect on. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. Delivered virtually or in-person.

Leadership 77

Leadership Consulting 2020 Communication 77

Bold360

DECEMBER 10, 2020

As the COVID-19 pandemic has shown, organizational agility is essential for crisis-proofing (and future-proofing) your customer and employee experiences. What’s the impact of achieving this next level of self-service on customer experience and employee experience? .

Engagement 52

Engagement Employee Experience Roadmap Technology 52

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? The topic of my session was The 7 Deadly Sins of Customer Experience. With the topic of today's blog post, I seem to be on a bit of a spiritual customer experience journey. I've made slight modifications.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.” Not generally.

Books 52

Books Employee Experience Leadership 2021 52

SurveySparrow

JUNE 20, 2023

In this blog, we’ll introduce you to 10 impressive tools that can give SoGoSurvey a run for its money. Having alternatives allows you to choose the tool that best fits your needs Competition among survey tools drives innovation Pricing is crucial Top 10 SoGoSurvey Alternatives 1. You’ve come to the right place!

2023 52

2023 Multi-Channel Document Feedback 52

SurveySparrow

NOVEMBER 1, 2021

Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. Kathleen’s massive social following is built around informative posts and blogs about acing a job interview. Because there’s no fun reading without it!

Social Media 98

Social Media Seminar 2021 Blog 98

One Millimeter Mindset

MARCH 18, 2021

Many of you reading this blog are mid-career professionals. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. Engage me to present a One Millimeter Mindset program!

Leadership 72

Leadership Consulting Culture Innovation 72

SurveySparrow

DECEMBER 29, 2020

If the answer is quite a few times, your or your friend’s employer knows the importance of measuring employee experience. I raised this question because if the employee experience management is good, engagement will increase, and high employee engagement can increase the overall revenue by 2.5

Employee Experience 52

Employee Experience Measurement Culture Management 52

BirdEye

MAY 19, 2023

In this blog, we’ll demonstrate the powerful benefits of a feedback loop, along with real-life examples so you can leverage methods for continuous improvement. Encourages continuous learning Businesses today must be continuously innovating to be successful. That’s why 66% of companies say innovation is important to their growth.

Feedback 52

Feedback Net Promoter Score 2004 Social Media 52

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. They innovate.

2016 120

2016 Leadership Employee Experience 2017 120