Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Accessibility is the experience. Customer behaviors changed in 2020, too.

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2020 Events Customer Journey Brands 143

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Communication 93

Communication Technology Culture Employee Experience 93

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Share lessons learned far and wide to influence employee behaviors.

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2020 Customer Experience Definition Metrics 120

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

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2020 Customer Experience Magazine Consulting 132

ShepHyken

MAY 11, 2020

It is firmly engaged in the broader technology sector, particularly since the launch of Amazon Web Services – AWS – in 2004 which has now grown into the world’s leader in on-demand cloud computing, and a big contributor to the company’s revenues and profits. Customer experience, innovation, artificial intelligence, culture….a

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Article 2020 Customer Service 2004 60

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. .

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Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Get hands on with the technology. 5 experiences that really matter at work. See what’s new in employee experience (EX).

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Employee Experience 2020 Leadership Events 29

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. Yet well before 2020, technology was already enabling a hybrid ‘Work From Anywhere’ culture.

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Employee Experience Return on Investment Download Technology 26

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.

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2020 Customer Success Chief Customer Officer ROI 80

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. But this will also cause an influx of different cultures, views and ideas.

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2020 Employee Experience Government Feedback 49

CloudCherry

FEBRUARY 6, 2020

No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week. After all, he wrote the book. (No So, where DO things currently stand in terms of IT and CX?

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Books 2019 Customer Centricity 2020 195

PeopleMetrics

FEBRUARY 25, 2021

We highlight: Features we added in 2020. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. The new features we're adding this year. New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health.

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Roadmap Management CEM Customer Experience Management 108

Oracle

JANUARY 21, 2021

2020 was a year that left brands and businesses scrambling to adapt to rapid changes while still providing excellent customer experience. Data held on customers’ needs and motivations changed quickly in 2020, though the data gleaned in the 2020 shifts may no longer be relevant to 2021 consumers.

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2021 2020 Social Media Return on Investment 81

Quadient

OCTOBER 28, 2021

Overwhelming research supports that enhancing employee experience directly enhances customer experience, with studies showing that companies with highly engaged employees outperform by up to 147 percent. Successful customer experience strategies stem from empathetic, customer-centric cultures.

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Customer Experience 2021 Customer Journey Mapping 2020 52

Qualtrics

FEBRUARY 20, 2020

Get the inside track from innovators at the world’s largest and most disruptive tech, media and telecom brands, industry experts, and the world’s experience management leaders at X4 Summit 2020. Get hands on with the technology. Or do you want to really deliver breakthrough experiences for your customers and employees?

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2020 Government Employee Experience Leadership 32

Qualtrics

MARCH 22, 2021

Getting DEI right is critical for your employee experience. Here's how to start taking action to close experience gaps and improve DEI within your organization. . How can technology help with greater DEI in your organization? Why should organizations invest in diversity and inclusion technology right now?

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Technology Employee Experience 2021 Measurement 29

ClearAction

OCTOBER 25, 2022

While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. In fact, technology deployment requires full-time management. Interestingly, every digitalization study reveals that primary success factors are cultural.

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Sports 2009 2022 Financial 71

Doing CX Right

APRIL 27, 2020

I spoke about these topics at CCW Digital’s summer 2020 event. If you are unfamiliar with the conference, CCW brings thousands of customer contact, customer experience, technology, marketing, and operations professionals together for inspiring keynotes and interactive discussions. .

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Webinar Events 2020 Culture 52

CSM Magazine

DECEMBER 6, 2021

Layering on unrelenting supply chain issues , retailers must arm themselves with tools and technology that can help them post a better-than-expected season. Tip #3: Streamline Call Center Communications Technology. A well-integrated CX center will have the same systems in place wherever employees need to interact with customers.

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E Commerce 2021 E-support Contact Center 97

Qualtrics

NOVEMBER 19, 2019

Any company can be the next Google or Apple with the right people, culture, and set of HR practices in place. If you get people right, you’re going to have the best innovation, best technology, and best products.”. Empower employees with the freedom to do what’s right for the customer.”. General Services Administration (GSA).

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Qualtrics

FEBRUARY 18, 2020

As you plan out your days at X4, here’s a look at some of the sessions we recommend to help you come away from the event with all the inspiration and practical tips you need to take your market research programs to new heights in 2020. Get hands on with the technology. Brand + Product Experience - 14:00 // Weds, March 11.

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2020 Marketing Government Leadership 29

CSM Magazine

FEBRUARY 7, 2023

the starting point is ‘what do employees expect?’ No longer is a decent pay package tempting enough on its own – company culture is the top priority for an overwhelming two thirds of job seekers. In 2020, we saw those who’d previously sat at a desk in an office from 9am to 5pm sent home to work for months on end.

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Healthcare 2010 Culture Financial 64

ViiBE Blog

FEBRUARY 18, 2020

In 2020, having a CX strategy is key, as customers are more selective with their loyalty. This genuine connection is fostered by a strong customer-centred culture. Many companies are finding innovative ways to integrate new technologies. Empower your employees. Links to loyalty.

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Exceptional Customer Service Loyalty 2017 Employee Experience 52

Qualtrics

FEBRUARY 5, 2021

Over the last decade, we have seen how critical high function technology teams are to the success of an organization. Here are five critical – and sustainable – steps technology leaders can take to support a culture of inclusion and be advocates for their people. Support employees bringing their whole selves to work.

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Culture Metrics Communication Innovation 26

SurveyGizmo

DECEMBER 18, 2020

On December 16, 2020, Alchemer CEO, David Roberts, and VP of Customer Success, Ryan Tamminga, sat down with Jeannie Zaemes, Director of Growth Marketing, to discuss their predictions for how customer experience will change in 2021. Trend 5: Employee experience will be just as critical as customer experience.

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2021 Customer Experience Webinar Employee Experience 52

CSM Magazine

APRIL 20, 2021

While many organisations quickly adopted the technologies and applications required for basic remote working, it has taken a little longer for all of us to work out exactly how to truly enable a remote workforce. These strategies are made up of a myriad of composable solutions, which address specific use cases and experiences.

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Communication 2020 2019 Innovation 59

Kustomer

JUNE 7, 2022

These businesses started with the right culture, philosophy, and customer-centric CRM platform. The volume, velocity, and variety of customer data today overwhelm organizations without the technology, processes, and operational capabilities to integrate siloed data and personalize communications. Happy Agents, Happy Customers.

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Customer Experience E-support Omnichannel Contact Center 98

Qualtrics

JULY 22, 2021

For more than a year, the only way many teams have been able to onboard new team members, interact with colleagues, or get things done at work is through technology. CIOs and CHROs are now both responsible for the employee experience — and their partnership can have the power and ability to drive tangible business outcomes.

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Employee Experience Leadership Technology 2021 52

Natalie Petouhof

JANUARY 12, 2022

Petouhoff works on customer experience business and value consulting, as well as sales enablement, with the executive team at Genesys, a cloud CX platform. Her new book, co-written with Genesys CEO and Chairman Tony Bates, argues that empathy is key to solving CX and EX (employee experience) challenges. Now here comes 2020.

Customer Experience 52

Customer Experience Books Leadership B2B 52

SurveySparrow

FEBRUARY 2, 2021

But 83% of organizations still struggled with this in 2020. Another aspect was the inconsistency, as companies struggled to put up a structure for employee recognition and appreciation. Well, if this happened with you also, you’re not alone because 2020 was a year of massive workplace changes, and nobody aced it perfectly.

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Roadmap 2021 Employee Experience 2020 52

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. Are your agents prepared with the right technology? Hence, the employee comes first. Their success = yours, after all. There, I said it.

Contact Center 104

Contact Center Employee Experience Article Document 104

Kustomer

SEPTEMBER 18, 2020

We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change. Some argue that 2020 has signaled the decline of ticket-based support systems. The data tells the tale.

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Customer Experience E-support Omnichannel Contact Center 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

Your customer experience is in constant evolution, even if your products or services aren’t currently evolving. Heck, the whole world changed pretty dramatically in 2020. How well is your employee experience designed for this type of customer experience success? What about the technology and tools used?

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Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

ChurnZero

SEPTEMBER 28, 2022

Instead of taking a randomized or reactionary approach to training, leadership needs to invest in robust and detailed Customer Success team training for their team to ensure they deploy the best Customer Success practices and maximize their effectiveness in improving the customer experience. What makes Customer Success unique.

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Customer Success 2026 Definition 2022 94

Qualtrics

FEBRUARY 2, 2021

Based on employee trends, here are five areas of employee experience we think HR will go all-in on this year. That’s the question we’ve been asking ourselves – and, well, lots of other people, too – in an effort to anticipate where employee experience is headed.

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2021 Employee Experience 2020 Feedback 26

Think Customers

JULY 29, 2022

According to IDC analysts, businesses were estimated to have spent $215 billion in 2021 on big data and business analytics solutions, a 10% increase over 2020. In doing so, companies must work backward to solve their customers’ pain points, then move forward with technological innovations that are in tune with the changing times.”

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Apparel Automotive Tourism Fashion 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. Are your agents prepared with the right technology? Hence, the employee comes first. Their success = yours, after all. There, I said it.

Contact Center 82

Contact Center Employee Experience Article Document 82