CX Journey

OCTOBER 4, 2016

The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. If you've been following my blog for some time, you know that I'm 110% on board with that line of thinking. It's transparency without asterisks.

Banking 75

Banking Culture Books Innovation 75

CX Journey

OCTOBER 5, 2015

If company leadership isn't on board with focusing on the customer experience, then forget it; it won't happen. She must be the first one to step up and say that the customer is going to be the priority for the comp any. Speaking of organization-wide commitment, need some ideas for getting employee buy-in , too?

E-support 68

E-support Leadership Government ROI 68

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. One of the key outputs of any employee engagement program is an improvement in the Customer Experience.

2016 74

2016 2002 Insurance Books 74

CX Journey

MARCH 12, 2015

But both areas are essential for the customer experience professional and for organizational leadership. By managing a customer-centric culture that supports engaged employees, you can transform your organization into one that truly puts customers at its heart. Particularly their alignment.)

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. One of the key outputs of any employee engagement program is an improvement in the Customer Experience.

2016 60

2016 2002 Insurance Books 60

CX Journey

NOVEMBER 9, 2016

This week marks five years since I started blogging at CX Journey. I started the blog as a way to share what I've learned over the last 25+ years, and I can honestly say that, through this process over, I've learned so much more. CX Journey™ turns 5! It's been an amazing journey so far!

B2B 66

B2B Customer Experience Professionals Blog Culture 66

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. Connect with Nate on his platforms: Linkedin. CX Accelerator. Hello, sir.

Employee Experience 52

Employee Experience Connections Leadership Definition 52

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. For useful insights on CX, read his blog, Experience Matters. Why we love Augie: He’s the Sr. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Speaking of KPIs, let’s turn to the third experience gap dimension – Data.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

SmartKarrot

DECEMBER 2, 2020

Women are owning more responsibilities and are emerging to adorn strong leadership competencies. Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

CX Journey

JANUARY 2, 2019

I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) Traditionally, customer experience professionals are thought to have no budget. Customer service is one of those interactions. Do Leaders Really Care About Their Employees?

2018 37

2018 2005 2019 ROI 37

Oracle

JUNE 3, 2020

Build a blog or create a how-to video for YouTube and work on the experience. ” Andrew Hinkelman, Leadership Coach & Consultant, Priority-1 Group. ” Stacy Bolger, VP of Global Employee Experience, InMoment. Check out the following: Career Pathways for Customer Experience Professionals.

2022 40

2022 Customer Experience Professionals Financial Retail 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Qualtrics

MARCH 19, 2019

That’s known as “ shadow IT ,” when employees use survey platforms that haven’t been screened by a company’s IT team. Shadow IT makes it easier for hackers to steal your agency’s data, as explained by Qualtrics’ head of security operations in this blog post. Governance: get control, improve data quality. Qualtrics helps you get there.

Feedback 22

Feedback Government Webinar Customers 22

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. DoingCXRight Website – Contact , Podcast , Blog , Mentorship. WORKING FROM HOME.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

Lumoa

APRIL 24, 2018

Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. blog linkedin twitter Why? "I Companies need to employ multiple sources of information to tell the story of customers lives. Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135