CEM Employee Experience Leadership Management 
Experience Investigators by 360Connext
APRIL 23, 2024
CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.
PeopleMetrics
MAY 13, 2020
Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19.
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Clarabridge
OCTOBER 18, 2016
Every company’s customer experience team is going to have different goals. Can your customer experience management program possibly retain customers for life? Get your employees on board. For any customer experience program to succeed, everybody must be pulling in the same direction. Empower your managers.
CX Journey
JANUARY 31, 2018
Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Get executive commitment.
Bold360
AUGUST 18, 2020
COVID-19 and today’s almost fully remote workforce have forced many organizations into “scramble mode” as they’ve rapidly adopted digital-first approaches to employee and customer experience (EX and CX). Customer Engagement Maturity (CEM): Where Are You & Where Should You Be? Trends Shaping Customer Engagement & CEM.
Beyond Philosophy
OCTOBER 20, 2014
Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment. Now that you have recruited the right people, it is essential that your training builds upon these innate skills to evoke the emotions you want in your experience.
Beyond Philosophy
OCTOBER 29, 2014
By managing loss aversion, a charge card managed to increase its fees by more than $300 and still retain most of its customers. However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed.
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