CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. IBM and Globoforce (2017) note that organizations must pay attention to three vital areas.

2009 52

2009 White Paper 2024 Financial 52

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. He pledged to keep employment secure through the economic crisis; he also asked employees to help keep the company stable and profitable. years (Korn Ferry, 2017).

Leadership 68

Leadership Insurance Engagement 2018 68

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.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

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.

2016 120

2016 Leadership Employee Experience 2017 120

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Cultural readiness for employee ambassadorship. embedded in the employee experience.

2018 111

2018 Leadership Consulting Employee Experience 111

CX Journey

JANUARY 9, 2018

I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience.

Culture 0

Culture Employee Experience Leadership 2017 0

Lumoa

JUNE 23, 2021

Improved employee experience The better the employee experience , the better the customer experience. For example, Help Scout and Slack have both completed employee diversity surveys and then compared their results to the US average. at the highest to 5.5%

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. She then became Head of Global Patient Experience for Abbvie. Your focus is on customer and employee experience. Episode Overview. Carol Pudnos is one of those.

Chief Customer Officer 141

Chief Customer Officer Leadership 2017 Metrics 141

Beyond Philosophy

JANUARY 31, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Cultural readiness for employee ambassadorship. embedded in the employee experience.

Culture 68

Culture Leadership Consulting Employee Experience 68

CSM Magazine

SEPTEMBER 19, 2023

a SaaS company that helps global organizations reduce work friction and improve employee experiences. Christophe has held a range of business leadership roles, including heading the EMEA region of CEB, a global research and advisory company, and served as CHRO in the leadup to the company’s acquisition by Gartner in 2017.

Call Center 59

Call Center 2017 2020 Leadership 59

Innovative CX

SEPTEMBER 14, 2023

In Dan Pontefract’s article, Stop Confusing CSR with Purpose , Forbes, 2017, he states, “The Financial Times defines corporate social responsibility as “a business approach that contributes to sustainable development by delivering economic, social and environmental benefits for all stakeholders.”

Management 52

Management Definition NPS Financial 52

Customer Bliss

JUNE 28, 2018

Not only did airlines register improvements in 2017, they’ve done so for the six years before that. Are you focusing on customer experience? LEADERSHIP MEANS + HIRING THE RIGHT PEOPLE = BUSINESS GROWTH. Employees are guided to “connect first, then decide how to act.”

Airlines 135

Airlines Competitive Advantage Travel Customer Satisfaction 135

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’

Culture 83

Culture 2002 Customer Centricity 2007 83

SurveyGizmo

JULY 23, 2018

Exceptional employee and consumer experiences must remain among the top priorities for organizations because they are not only equally important for the organization’s competitiveness but also are dependent on each other. One experience cannot be truly successful without the success of the other. A staggering 60.4

Healthcare 63

Healthcare Culture Employee Experience Competitive Advantage 63

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Magazine 52

Magazine Employee Experience Leadership Books 52

Customer Bliss

JANUARY 30, 2018

We must never forget that the employee experience is just as important as the customer experience. Employees need to be champions for their companies, contributing to its overall reputation and hopefully, positive experience for customers. Ingvar also stated the following in his Testament: .

2017 143

2017 Books Employee Experience Customer Experience 143

CSM Magazine

MARCH 25, 2019

In fact, according to a recent survey commissioned by EasyVista, two-thirds of today’s businesses are focused on service transformation initiatives to optimize the customer and employee experience. In addition, he is responsible for all North America operations including sales, customer experience, channel, and business development.

2017 68

2017 Technology Interaction Leadership 68

CX Journey

DECEMBER 21, 2016

Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience. If you don't have a leadership team who supports and drives a customer-centric culture, forget it; it won't happen. Fo cus on the things that matter to your customers and to your employees.

Culture 62

Culture 2014 Employee Experience 2017 62

Innovative CX

MARCH 12, 2021

In Dan Pontefract’s article, Stop Confusing CSR with Purpose , Forbes, 2017, he states, “The Financial Times defines corporate social responsibility as “a business approach that contributes to sustainable development by delivering economic, social and environmental benefits for all stakeholders.”

Definition 52

Definition NPS Financial 2017 52

Innovative CX

FEBRUARY 25, 2021

In Dan Pontefract’s article, Stop Confusing CSR with Purpose , Forbes, 2017, he states, “The Financial Times defines corporate social responsibility as “a business approach that contributes to sustainable development by delivering economic, social and environmental benefits for all stakeholders.”

Definition 52

Definition NPS Financial 2017 52

Beyond Philosophy

DECEMBER 20, 2017

CMC Thought Leadership Principal, Beyond Philosophy. One of my favorite movies about business in general, and employee behavior in particular, is Office Space. If the manager had ever seen Office Space, the lessons of negative employee experience and dopey company rules were lost on him. Michael Lowenstein, Ph.D.,

2006 68

2006 2012 Consulting 2017 68

Kayako

APRIL 29, 2019

He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. Branson spent his career building organizations around this mantra, so it might be unrealistic to transform your employee experience overnight, but you can follow in his footsteps.

Customer Service 65

Customer Service Customer Journey Customer Centricity Entertainment 65

Second to None

APRIL 11, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by CMSWire on April 11, 2018: “Delivering strong customer experiences (CX) ties directly to your bottom line. Ties Between Employee and Customer Experience. If done right, it allows employees to focus on other things.

Customer Experience 54

Customer Experience 2018 Voice of Customer 2017 54

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. I originally wrote today's post for HappyOrNot.

Engagement 52

Engagement 2017 Feedback Innovation 52

Qualtrics

DECEMBER 20, 2018

In late 2017 we looked at the 6 trends that would define the coming year. It will mean you have the ability to personalize the employee experience, based on what you know about your people. This will enable them to act on issues quickly and be proactive about driving up employee satisfaction. Mobile feedback.

2019 37

2019 Engagement Employee Experience 2017 37

SurveyGizmo

JUNE 19, 2018

As the healthcare industry becomes increasingly competitive, it is imperative for healthcare organizations to invest in their patient, employee, and brand experiences. 

Related: 3 Steps To Creating a Winning Employee Experience. Supervising manager.

Healthcare 49

Healthcare Engagement 2025 2010 49

Qualtrics

NOVEMBER 19, 2019

“HR is not just about compliance; it’s about shaping an experience for people.”. I think a key underrated leadership quality is curiosity. My advice to newcomers in the Employee Experience world? Read more: How to think bigger about leadership. A great starting point is our employee survey from Qualtrics.

2020 31

2020 Management Chief Customer Officer Healthcare 31

Qualtrics

JANUARY 30, 2019

It’s a great place to get a baseline of information to understand where our employees are compared to the year prior. Some of our innovations around how we communicate with employees have come out of suggestions from that survey. For example, in 2017, we saw that people wanted more access to our CEO [Jonah Peretti].

Culture 20

Culture Leadership 2017 Advertising 20

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Parature is a research and advisory firm specializing in communicating service-centric best practices.

White Paper 160

White Paper 2014 2015 2012 160

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.

2020 132

2020 Customer Experience Magazine Consulting 132

ijgolding

DECEMBER 1, 2017

It is an exploration of companies who excel at delivering amazing employee experiences. My book will be published early in 2018 – I will be revealing the name of the book before Christmas 2017, so look out for it! I therefore decided to write about it. Tell me more about it. The book is called ‘Put Your Customers Second’.

Books 59

Books Insurance 2018 Customer Centricity 59

CX Journey

SEPTEMBER 5, 2017

Simply follow that hashtag, and chime in with your thoughts, answers, experiences, best practices, etc. It begins on Wednesday, September 6, 2017. Here's what you need to know: #CXchat will take place on Twitter every Wednesday at 11am PT.

2017 45

2017 Customer Experience Professionals Books Customer Experience 45

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

Qualtrics

JUNE 27, 2019

From starting as an Account Executive, I moved into SDR Leadership in January of 2017, and more recently into quota carrying sales management. Speaking with Jason Nelson, who was moving out to Australia to start Qualtrics Employee Experience, and learning that I was in line to be the first APJ Employee Experience Account Executive.

Sales 36

Sales Employee Experience 2017 2018 36

Beyond Philosophy

DECEMBER 12, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016). .

Culture 60

Culture Customer Experience Apparel 2017 60