Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? A delightful CX meant that they were to develop a value system around uplifting other people. Tactic 2: Focus on Talent and Hiring. I always say, what’s on the inside, shows up on the outside.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

JUNE 6, 2018

Think about CX of the Future. As the VP of CX and Loyalty at Hertz, similar to a few of my other previous podcast guests, when Eric was hired for the job, there wasn’t a clear job description for his work. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

ShepHyken

OCTOBER 2, 2023

In today’s competitive landscape, smart companies focus on designing differentiated customer experiences and leveraging customer support and CX as a competitive advantage. Plus, Alex shares what they are doing at Hire Horatio to attract, nurture, and keep the best people and create the best customer service and experience.

Competitive Advantage 80

Competitive Advantage 2019 2020 Customer Retention 80

Customer Bliss

MARCH 9, 2017

If you’ve been listening to my podcast — I can’t believe we’ve done 41 episodes — one of the topics that comes up a lot is talent strategy. ” Most CCOs will mention talent strategy when they talk to me, either on my podcast or in client work. Talent strategy: Affording headcount.

Customer Experience 178

Customer Experience Sports Presentation Customers 178

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. It was extremely important that they had talent that would be passionate about the fans, especially for a sports-driven culture.

Sports 197

Sports Customer Experience E Commerce Travel 197

Experience Investigators by 360Connext

NOVEMBER 3, 2020

Here’s an example: Chief Learning Officers, Chief Human Resources Officers, Talent Management executives and other employee-focused leaders are starting to rely on experience mapping to achieve better outcomes with both employees and the overall organization. Hiring data: How many qualified candidates apply for each position?

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Leadership 143

ShepHyken

AUGUST 21, 2020

Hire adaptive people, and don’t just “empower” them; give them real power. You need talent to develop the right kind of experience in order to instigate adoption and deliver a great customer experience. The more prepared and highly skilled your talent is, the easier it will be for them to: Process new information.

Customer Experience 247

Customer Experience Culture Government Innovation 247

Bold360

MARCH 5, 2020

Michael has a great way of looking at building CX like building a cathedral and it’s a powerful metaphor for what success looks like. His blueprints include: How great CX rests on a solid foundation of vision and culture. Why your talent is the pillar holding up your CX. How technology and processes support your talent.

Culture 59

Culture Employee Experience Insurance Government 59

TechSee

MAY 4, 2021

A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. In recent years, the world has been trending toward a gig-based economic format.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

Think Customers

SEPTEMBER 21, 2022

Today’s business climate is creating a difficult balancing act for CX leaders. On the other hand, hiring skilled labor and retaining a trained workforce continues to be challenging in the current market. A recent poll suggests that financial services leaders see several items as the top CX issues facing the industry.

Financial 52

Financial 2023 Contact Center Banking 52

Kustomer

OCTOBER 14, 2021

Global Talent is Key to Entering Different Markets. Hiring the right talent is important for building deep connections with your customers because the more they relate to your brand and your agents, the more they feel understood. There is so much talent around the world that you don’t have to be in one place now.

Customer Experience 105

Customer Experience Management Culture Sales 105

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The cost of employee turnover is more than just hiring and training expenses.

2023 120

2023 Customer Experience E-support Customers 120

CX University

SEPTEMBER 11, 2018

Solving this problem of talent is difficult, but as proven by one government agency, it is possible. The United States Patent and Trademark Office (USPTO) has instituted a differentiated solution to the challenge of talent, which is highly valued by its workforce. How Can Mature Organizations Retain Talent?

Management 209

Management 2006 2016 2018 209

Zeisler Consulting

OCTOBER 1, 2020

In his mind, it didn’t hurt that some people weren’t impressed—he likely wouldn’t lose favor with any of them for being credentialed (he was, it should be said, supremely smart and talented too…that always helps). I wrote recently about hiring your CX leaders from outside of your industry. Our entire CX program?

Leadership 93

Leadership Customer Centricity Culture Management 93

CloudCherry

FEBRUARY 28, 2018

They hire only the right people. This brings us to hiring – something customer-centric brands are good at. ” There’s talent everywhere. While hiring is an important part of building a customer-centric culture, so is retaining your employees. Having clearly defined values alone won’t do.

Customer Centricity 231

Customer Centricity Culture Customers Loyalty 231

Playvox

NOVEMBER 30, 2022

Today, hiring and business are dynamic, and nearly everything around us is in a constant state of flux. Contact center leaders I speak with around the country tell me there is constant change related to attrition, hiring timelines, training requirements, and onboarding. Longer hiring timelines due to a contracted labor market.

Contact Center 82

Contact Center Management Metrics Insights 82

Talkdesk

OCTOBER 15, 2020

To keep up with change, client experience (CX) leaders in financial services must digitize their client recruitment, retention and win-back techniques so they can rapidly adapt to this new work-from-home (WFH) environment. . Deliver the best results with the best talent. The best hiring is no longer taking place in-person.

Contact Center 67

Contact Center Banking Call Center Financial 67

CSM Magazine

MAY 1, 2020

hire more staff. As a bonus, your customer experience (CX) becomes stronger. This has a positive impact on your call traffic, CX, and your bottom line. In a tight labour market, it’s never been more important to hold on to your talented employees. The CX holy grail. implement live chat to spread demand. Our people.

Banking 104

Banking Insurance Government Communication 104

AskNicely

SEPTEMBER 27, 2018

?. Ryan Carson, Founder and CEO of online coding school Treehouse , knows how important it is to hire diverse teams. A New Way to Hire. Ryan and team already knew there was diverse talent out there, ready and willing, who just needed a path. We just have to change how we think about talent, and how we hire that talent.

Net Promoter Score 60

Net Promoter Score Events ROI Loyalty 60

ShepHyken

NOVEMBER 8, 2022

Why Businesses Should Invest in EX (Employee Experience) as Much as CX. When you hire brilliant people but ask them to do menial tasks, they will feel like they are not bringing their best selves to work. They become process-driven instead of utilizing their talents effectively.

Employee Experience 62

Employee Experience Events Customer Care Metrics 62

Zeisler Consulting

JANUARY 25, 2021

Here goes: Good employee engagement is an absolute requirement in order to drive good CX. when a nontrivial number of contributors (all CX pros) to a forum in which I recently participated seemed confused about the difference between Customers and employees. Can I start a controversial article being completely un controversial?

Airlines 93

Airlines Culture Employee Experience Customers 93

ShepHyken

JANUARY 22, 2023

My Comment: If you have service technicians in the field, you will enjoy this article by CX guru Vala Afshar, who covers how AI supports customer service and experience efforts. My Comment: What happens when a Harvard Business School professor teams up with partners at Boston Consulting Group to write about hiring?

Article 48

Article 2023 Customer Service Contact Center 48

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. Emerging Opportunities in CX. Tune in to the full podcast to learn more. Managing for Results.

Customer Experience 104

Customer Experience Customers Multi-Channel Management 104

CSM Magazine

OCTOBER 11, 2023

Altresume Helps Deliver a Professional-Looking CV The first thing that a company looks for when hiring any employee is professionalism. It means that once hired, the person will be conducting himself in an ethical and respectful manner towards the firm and the other employees. Here is where Altresume can help you.

Customer Service 52

Customer Service Customer Service Training Customers Communication 52

CloudCherry

FEBRUARY 26, 2019

With growing maturity among firms in their application of analytics, we see more firms opening up to the idea of using analytics in areas that are beyond marketing and CX like product development, enhancement, operations management, pricing decisions, etc. Increasing use of analytics for product development.

2018 256

2018 2014 Measurement Retail 256

Oracle

APRIL 8, 2019

This past month at Oracle’s Modern Customer Experience conference , CX leaders from 37 countries gathered in Las Vegas for three days of customer experience insights, trends, and technologies. “Our industry had evolved into…hiring from other companies. So, we went back to [our] first principles.”

Sales 107

Sales Customer Experience 2019 Events 107

COPC

MARCH 11, 2022

Attracting & retaining top talent to meet service levels. The Great Resignation has made it significantly more challenging for many US firms to retain good talent and fill open positions. Significant labor market trends may be the primary cause of a particular contact center’s hiring and retention challenges.

White Paper 85

White Paper Contact Center 2022 Workshop 85

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. So, how can businesses ensure their CX is up to scratch? Brands must stay on top of CX trends. Brands must stay on top of CX trends. Below are five emerging trends that we predict will shape CX in 2021.

2021 140

2021 Customer Experience E-support Omnichannel 140

Beyond Philosophy

NOVEMBER 24, 2015

Despite my status as a hiring wally , I have hired many people in my career. I hire candidates with high EQs knowing full well their ability to get people to do what they want includes me. Initiative is critical to us when hiring. Guess which candidate I hire? I have a confession to make: I am an easy interview.

Presentation 108

Presentation Books Consulting Engagement 108

CSM Magazine

APRIL 14, 2021

Survey of marketing decision-makers reveals major hurdles in updating CX strategies. The findings reveal that, while 89% of respondents think a CX strategy is important or very important to business success, less than half (47%) review and evaluate their CX strategy annually or even less frequently.

Multi-Channel 52

Multi-Channel Customer Insights Entertainment Insights 52

Customer Bliss

JANUARY 4, 2019

His C-Suite was receptive to the plan because they already had previous knowledge of some of the CX challenges from Alan’s initial feedback presentation. Combine strategic and operational skills to create a realistic CX plan that your team can execute. CustomerExperience #CX Click To Tweet. About Alan Dubovsky.

Hospitality 141

Hospitality 2018 Healthcare Customer Experience 141

Kustomer

MAY 12, 2022

A Playbook for Empathetic CX. Listen and subscribe to our podcast: How to Hire CX Reps. Griffin continues by explaining how her CX team is run. When hiring someone to join the team, the vetting process to find “premium support talent” includes other team members. Her solution has been sample call language.

Customer Service 96

Customer Service Definition Customers Airlines 96

Innovative CX

JANUARY 9, 2020

I think we would all agree that every employee has a role in achieving a better CX for your organization even though not all employees believe it. Unfortunately, these internal dependencies can be overlooked when designing a better CX. Talent Rotations. Then reward employees for achieving it each month!

Effort Score 59

Effort Score Metrics Customer Service Representative Travel 59

Beyond Philosophy

MARCH 21, 2016

Hiring people is one thing. Getting them engaged about their employee experience after they are hired is something else. The hiring market is shifting to favor the candidate instead of the employer for the first time in almost a decade. Employee engagement is critical to your organization’s hiring efforts.

2016 113

2016 Social Media CEM Employee Experience 113

Heart of the Customer

AUGUST 27, 2015

Here’s a Q&A I did recently with Recruiting Social, who asked me to talk about using CX in the hiring process to improve candidate experience. If the goal is to get the best talent, yet you make people go through really hard and opaque application and recruitment […].

Customer Experience 94

Customer Experience Customers 94

Kustomer

FEBRUARY 25, 2021

Listen to the podcast below to discover how Suzzanna transforms CX teams to excellence. Tips for Hiring Talent and Lowering Turnover Rates. Hiring is one of the earliest engagement touchpoints in which an organization can set clear and specific expectations for interviewees and incoming customer experience agents.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

inQuba

APRIL 4, 2023

Leadership Transformation requires a strategic approach that prioritizes cultural (one that values innovation and experimentation) and organizational changes, talent acquisition and development, and investment – and these all require strong leadership. About inQuba Journey Management Customer Journey Management is the laser technology of CX.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journey 52