Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change.

2020 52

2020 Insurance 2019 Touchpoint 52

Think Customers

JANUARY 4, 2021

In 2020, we can always use another round of happy hour. Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s Next: Most Standout Trends in Employee Experience for 2021. The days of strict corporate hierarchy are for now over.

2021 52

2021 Employee Experience Fashion 2020 52

Qualtrics

AUGUST 24, 2021

Like every organization across the world right now, Singtel - one of Asia’s leading communications technology companies - in designing new workplace environments and policies for a world that has completely changed. However, Singtel’s award-winning employee experience transformation isn’t simply a product of the COVID-19 pandemic. .

Employee Experience 26

Employee Experience Communication Technology Culture 26

Qualtrics

DECEMBER 22, 2020

The learning curve brought on by 2020 was both steep and unpredictable — and the imprint it’s left on the employee experience will have an irreversible effect on the workplace for years to come. In 2020 employee engagement actually increased. In 2020, employees are driven by 'belonging’ and ‘company purpose’.

Employee Experience 26

Employee Experience 2020 2021 Feedback 26

ShepHyken

JULY 20, 2021

Process mapping (having structured processes and workflows) empowers businesses to identify duplication of effort from customers and employees. In 2020, only companies that modernized and digitally transformed processes continued to deliver seamless customer experiences. Proactive communication (through texting, chatbots, etc.)

2020 156

2020 Employee Experience Customer Engagement Engagement 156

CSM Magazine

APRIL 20, 2021

Nick Dicksee, CPaaS Specialist Lead at Avaya UK&I, explains how organisations can catapult themselves into the future of work with a simple and powerful framework designed to aid Total Experience. Over the past year, the focus on Unified Communications has shifted from an area of increased interest to a necessity for business continuity.

Communication 59

Communication 2020 2019 Innovation 59

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Oracle

MARCH 16, 2020

We interviewed 5 retail innovation leaders at NRF 2020 ‘s Innovation Lab, and they showed us how they’re using emerging tech to change customer experience in 2020 and beyond. Employee experience is a hot topic in 2020, with execs like Walmart’s CEO taking on initiatives that focus on retaining front-line staff.

2020 60

2020 Retail Innovation Net Promoter Score 60

Call Experts

FEBRUARY 12, 2020

Ensure secure and real-time communication for your customers and their associated support data. . Key 2020 Trends: Cloud Contact Centers. Monitor Your Customer Experience with Real-Time Dashboards. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. More Blogs Menu.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Russel Lolacher

DECEMBER 30, 2019

The year is 2020, and so should be your vision. No, it’s about being the kind of organization that continually improves leadership, employee engagement and customer service as part of their DNA. Communicate regularly and often. Communicate proactively. Communicate through all your platforms clearly.

2020 58

2020 Connections Leadership Customer Relationship Management 58

Qualtrics

NOVEMBER 26, 2019

Our team of EX Scientists have donned their soothsayer hats to see what’s coming around the corner in 2020. The future of employee experience won’t be siloed within one team. According to the Chinese calendar, 2020 is the Year Of The Rat. The EX of 2020 will be about output, not input. EX won’t just sit with HR.

2020 49

2020 Employee Experience Government Feedback 49

Qualtrics

FEBRUARY 4, 2021

IT leaders now have a critical opportunity to take center stage in designing and improving employee experiences. Yet well before 2020, technology was already enabling a hybrid ‘Work From Anywhere’ culture. The most obvious IT problem in 2020 was, “How can we get everybody working remotely, immediately?” Here's how.

Employee Experience 26

Employee Experience Return on Investment Download Technology 26

Qualtrics

APRIL 26, 2021

First and foremost, there is still a lot of change ahead as people redesign their employee experience for the new expectations, behaviours, and preferences people have around the way they work. To do this well, leaders need to capture insights across the business to make informed changes improving the employee experience.

Employee Experience 26

Employee Experience Customer Experience 2021 Feedback 26

InMoment XI

MARCH 14, 2023

Early 2020 COVID-19 hit but didn’t drive the situation yet, but as it became more and more complex, its influence grew. How do you listen for, understand, and drive action to counter the communication problems you may encounter due to those differences? Jim: Since Avnet is a global company, you have many different cultures to navigate.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Qualtrics

APRIL 16, 2020

In response, organizations are making rapid, widespread changes that are dramatically changing the employee experience (EX). We’re all still learning how these temporary changes affect employees, but another question is quickly emerging – how will these current disruptions affect employee experiences in the future?

Employee Experience 45

Employee Experience White Paper Culture Feedback 45

CloudCherry

FEBRUARY 6, 2020

Communication. He also offers his expert opinion on the definition of true communication, detailing it as “when you have an understanding that opens that ability to have both parties really understanding and moving in the same direction towards whatever that value is that both parties need.” Collaboration. And how did we end up here?

Books 195

Books 2019 Customer Centricity 2020 195

Quadient

OCTOBER 28, 2021

The State of CX: A series on customer experience trends and beyond - EX drives CX. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. Andrea Haughton.

Customer Experience 52

Customer Experience 2021 Customer Journey Mapping 2020 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

When we understand and communicate the actions that drive the numbers, it becomes easier to adjust those actions, implementing more of what works and less of what doesn’t. Your customer experience is in constant evolution, even if your products or services aren’t currently evolving. Then, we need to take action.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Customer Experience Communication Has To Be Relentlessly Repetitive. Traditional education didn’t address customer experience strategy and discipline. Employees feel empowered because they know CX is a priority for real. Customer Experience Is Directly Related to Employee Experience.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

PeopleMetrics

APRIL 27, 2020

In March of 2020, PeopleMetrics conducted an independent study to find out h. ow employees across the US perceive their employer's response to COVID-19. Communicate. Communicate. Communicate. Now more than ever, employees need to hear from leadership and their colleagues. Topic: Employee Experience.

Employee Experience 96

Employee Experience Webinar 2020 Communication 96

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Communicate about which changes are being made.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

One Millimeter Mindset

DECEMBER 24, 2020

Wishing you 2020 Holiday and 2021 New Year Hope and Purpose. As we move forward together towards 2021, we now share a common story: 2020. How will you incorporate your experiences and insights into the value of your professional story, moving forward? One millimeter at a time.

2021 121

2021 2020 Leadership Definition 121

Qualtrics

APRIL 9, 2020

Communication is vital to not only those working remotely , but also managers, people team leaders, and the c-suite. Organizations should survey employees now; however, the content and tone of surveys should be adapted to reflect the current environment. You can then use that to frame how you communicate with your people.”

Communication 34

Communication Feedback Consulting Measurement 34

Forrester's Customer Insights

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalise experiences.

Employee Experience 28

Employee Experience B2C Brands 2019 28

Qualtrics

NOVEMBER 19, 2019

– Geoff Ho, PhD, Director of Organization Development at Rogers Communications. Empower employees with the freedom to do what’s right for the customer.”. My advice to newcomers in the Employee Experience world? Hear from the XM visionaries at the world’s largest XM summit – X4 2020. Find Out More.

2020 31

2020 Management Chief Customer Officer Healthcare 31

Totango

JULY 31, 2020

Although stakeholder engagement was already a priority for 2020, making the process simple (to ensure consistency and action) and scalable required technology and an engagement framework, grounded in best practices for stakeholder management, to guide planning and execution. A consistent employee experience = a consistent customer experience.

Engagement 104

Engagement Events Customer Success 2020 104

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. Employees want clarity on everything and expect frequent updates.

Government 120

Government Communication Employee Experience Article 120

CSM Magazine

DECEMBER 6, 2021

Tip #3: Streamline Call Center Communications Technology. Chances are high that your customer experience team is still working remotely or in a hybrid situation, so efficiency is key. A well-integrated CX center will have the same systems in place wherever employees need to interact with customers.

E Commerce 97

E Commerce 2021 E-support Contact Center 97

One Millimeter Mindset

SEPTEMBER 10, 2020

Especially as you continue to ride the 2020 roller coaster of uncertainty and ambiguity. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines. Retain employees and clients.

Workshop 89

Workshop Leadership 2020 Presentation 89

CSM Magazine

FEBRUARY 14, 2020

Martin Ellingham, product director, Aptean Respond , looks at what makes a successful customer strategy in 2020, and defines the five most important building blocks necessary to deliver on it. This means focusing on the employee experience first and foremost, ensuring the right skills and creating brand ambassadors across every department.

Customer Centricity 59

Customer Centricity 2020 Touchpoint Culture 59

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. A top-notch employee experience must lie at the heart of any hope or plan for a top-notch customer experience. There, I said it.

Contact Center 104

Contact Center Employee Experience Article Document 104

One Millimeter Mindset

APRIL 7, 2020

If you told me on March 12 th , 2020 that I would write a blog post with this title on April 7, 2020, I would not have believed you. On March 12, 2020, most of us would dismiss our stories as insignificant or unimportant. A pandemic which will be with us for a while. That was then. This is now. And we are all in this, together.

2020 81

2020 Social Media Books Consulting 81

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. You have to do something about it.

Management 119

Management Culture Leadership Engagement 119

ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Specifically designed for vice presidents, long-time experience managers, certified professionals (CCXP, FCXP, etc.), Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

One Millimeter Mindset

APRIL 6, 2021

Mostly because these important skills get lost as you focused on earning all those professional certifications during 2020. How do you plan on communicating the power of those certifications? Where the lines of communication and collaboration become professionally ambiguous. First, how will you talk the talk?

Leadership 77

Leadership Consulting 2020 Communication 77

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. A top-notch employee experience must lie at the heart of any hope or plan for a top-notch customer experience. There, I said it.

Contact Center 83

Contact Center Employee Experience Article Document 83

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. A top-notch employee experience must lie at the heart of any hope or plan for a top-notch customer experience. There, I said it.

Contact Center 73

Contact Center Employee Experience Article Document 73