Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. CX strategy is not just about the customers. Customer Experience Communication Has To Be Relentlessly Repetitive. No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

Experience Investigators by 360Connext

APRIL 28, 2017

Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer.

Airlines 152

Airlines 2017 Metrics Social Media 152

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. Communicate your role to your colleagues and peers.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Your individual scores reveal your competencies in facilitating customer experience maturity, as described above. Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

ClearAction

DECEMBER 11, 2018

Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. Brand integrity relies upon both employees’ and customers’ perceptions. This drives improvement in scores.

Customer Experience 71

Customer Experience Customer Journey Mapping Customer Centricity Customer Journey 71

Forrester's Customer Insights

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. CMOs are fully aware of the importance of customer data to personalise experiences. The employee data tsunami is […].

Employee Experience 27

Employee Experience B2C Brands 2019 27

Think Customers

OCTOBER 28, 2020

The more flexibility that companies have in ramping up or down quickly with a variety of internal and outsourced staff, the better positioned they will be at meeting service levels and delivering a great customer and employee experience.

Financial 52

Financial Insurance Banking 2013 52

One Millimeter Mindset

DECEMBER 10, 2020

Professional elitism remains a key root cause creating barriers to communication and collaboration across professional disciplines. That is where your team’s most important voice of the customer insights reside: out of sight from the rest of the team. It does not need to be that way any more. Delivered virtually or in-person.

Workshop 81

Workshop Innovation Consulting Presentation 81

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. Do your hands know more than you do?

2015 63

2015 Workshop Airlines Insights 63

Customer Bliss

JANUARY 12, 2018

In this episode, Christine Corbett , a hybrid CCO of Australia Post , shares how she’s using her background in operations and communications to unite the organization and reinvent the Australia Post customer and employee experience. Solve Problems and Go Beyond Customer Expectations.

Chief Customer Officer 165

Chief Customer Officer Customer Experience Retail Customer Journey 165

Customer Bliss

AUGUST 8, 2017

Specifically, Stephen was hands on in leading the transformation of Standard Life’s marketing and customer functions using the latest creative thinking and new technology capabilities in digital and data to engage with four million plus customers. But when Stephen’s actually talked to the departing customers, the No.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Lumoa

MAY 5, 2022

Developing CX leadership requires collaboration and communication with customers, employees, and partners. Recognized research says that communication is the most important factor for high-performing teams. Innovation and development happen best through people who bring different skills and perspectives to the same room.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

SurveySparrow

JUNE 20, 2023

A Voice of Customer program goes beyond traditional customer feedback by using a systematic approach to gather, analyze, and act upon customer insights. Based on these insights, businesses make informed decisions to improve the overall customer experience, and drive meaningful change.

Voice of Customer 52

Voice of Customer Customer Journey Mapping Social Media Multi-Channel 52

Avaya

JANUARY 16, 2018

This means systems that go far beyond traditional contact center and UC; technology that reimagines communications and redefines business value as we know it. Therefore, a certain level of coordination will be needed in situations where human customer service becomes part of the digital experience.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

Clicktools

MAY 18, 2017

Compelling Brand Values : Deliver on your brand promises to customers. Employee Engagement : Align employees with the goals of the organization. Customer Connectedness : Infuse customer insight across the organization. Communicating brand values enhances both customer and employee experience.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Forrester's Customer Insights

MARCH 13, 2024

Or, How To Know If You Are A Bad Leader (And How To Fix It) In 2022, employees experienced five times the number of planned changes that they saw in 2016. Not surprisingly, that drastic increase in the volume of change greatly reduced employee willingness to support it. I’ve written a new report on how […]

Communication 47

Communication Leadership 2016 2022 47

delighted

MARCH 9, 2021

While tracking everything mentioned on social and responding to users is outside the scope of traditional customer service, being attentive to what your customers are saying can help you stay ahead of trends and address waining customer satisfaction. Improve customer service skills with active listening and empathy.

Customer Service Strategies 59

Customer Service Strategies Customer Service Social Media Net Promoter Score 59

Forrester's Customer Insights

AUGUST 26, 2020

The employee data tsunami is less obvious, though. Expect the lines between employee and customer experiences to blur. CMOs often own external communication, while chief human resources officers (CHROs) own internal communication.

Communication 66

Communication Engagement Customer Experience Customers 66

ClearAction

NOVEMBER 16, 2017

Business ecosystem (= customer experience ecosystem) includes customers, employees, suppliers, distributors, partners, agencies, competitors, rituals (planning, funding, reviewing, rewarding, reporting, communicating, advancement, training) and the logistics and interactions between all these stakeholders and rituals.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

CX Journey

AUGUST 8, 2018

How do team members communicate between meetings? There’s always email for communication, but it’s probably best to set up a shared directory where the team can find and share meeting notes, action plans, updates, journey maps, customer and employee feedback, and more.

Customer Centricity 34

Customer Centricity Government Culture Feedback 34

Forrester's Customer Insights

MARCH 2, 2021

An innovative management culture provides a strong purpose, creates diverse and cross-functional teams, focuses on the customer as the center of business activity, and embraces transparent communication with the organization.

Culture 60

Culture Management Innovation Communication 60

Forrester's Customer Insights

MAY 28, 2019

Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint. This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me. I am glad this deal will now […].

Wireless 53

Wireless Consumers Communication Marketing 53

Forrester's Customer Insights

AUGUST 18, 2021

For employees it’s the basis for communication, collaboration and productivity. Never more so than in the post-COVID world we’re all stumbling towards. For individuals it’s the key to maintaining connection with family and friends. For many organizations it’s currently the only way to engage with […].

Connections 37

Connections Communication Technology Engagement 37

Wootric

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SurveySensum

FEBRUARY 24, 2022

Customer feedback plays an important role in enhancing your services and products, improving growth, and serving an all-around excellent user experience. . But you have to put effort into understanding the emerging customer insights and make the required improvements possible. . What is a customer feedback tool?

2022 52

2022 Feedback Multi-Channel NPS 52

Qualtrics

DECEMBER 15, 2021

As individual government agencies align around the EO’s requirements, other important cards have fallen into place: The President’s Management Agenda names customer experience as one of its three priorities — and employee experience as another. What does the customer know?

Customer Experience 26

Customer Experience Government Social Media Customer Centricity 26

ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

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.”. – Luis Angel-Lalanne, VP of Customer Listening at American Express. . – Anahita Reilly, Chief Customer Officer of U.S.

2020 31

2020 Management Chief Customer Officer Healthcare 31

Lumoa

FEBRUARY 7, 2023

Shawbrook believes that customer experience is a key factor determining the success of financial institutions in today’s market, and for that reason, they want to ensure they can see in real-time what customers are saying and how that impacts their KPIs. “We What’s more, it’s an intuitive platform that anybody can use.”

Banking 83

Banking Feedback Management Culture 83

CX Journey

MARCH 10, 2016

Besides, I fear the approach taken by many such communications comes across more like a "player" than as a person wanting to build a mutually-rewarding relationship. Paul Laughlin has over 20 years experience of leading teams to generate profit from analysing data.

Insights 39

Insights Loyalty Customer Centricity Customer Insights 39

Russel Lolacher

JUNE 13, 2022

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them. the importance of communication. Or, listen on: Apple Podcasts.

Culture 59

Culture Communication Employee Experience Connections 59

Playvox

MARCH 19, 2024

But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Forrester's Customer Insights

JANUARY 26, 2023

Here’s a thought experiment to test if your organization is ready for the future of localization. When you think about your customer and employee experience (CX and EX), do you think about what it’s like in each of their languages? Or do you unconsciously assume a monolingual experience?

Employee Experience 49

Employee Experience Customers Brands Communication 49

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].

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

AUGUST 6, 2019

They’re using customer journey insights to help the whole company align with customers, as described in my last article, Marketing’s Role in Employee & Customer Experience Journeys. Generating & Using Customer Insights. These insights inform other marketing touch-points.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

GetFeedback

JANUARY 27, 2020

You may notice errors in communication or confusion in task ownership as a result of teams working in silos, with the result that customers wait too long for service. It’s important to note that the problem—high customer wait times—is actually the end result of pain points in the employee experience.

Feedback 221

Feedback Metrics ROI Customer Journey Mapping 221

Forrester's Customer Insights

DECEMBER 13, 2021

Photo by Tobias Mockenhaupt on Unsplash The Fundamentals of Visionary Leadership – Continuity, Novelty And Transition Successful leaders inspire, motivate, and encourage their employees. They recognize the importance of communication and connection when it comes to gaining consensus and mobilizing change around their vision and strategies.

Leadership 48

Leadership Connections Communication Employee Experience 48