InMoment XI

OCTOBER 20, 2022

EMEA customer experience experts from Brakes, Solus, BD Medical, and NatWest all noted the importance of building an internal culture within your company to educate your employees on the importance of putting the customer first. Frontline employees need strategic communication.

Customer Experience 529

Customer Experience Culture Workshop Omnichannel 529

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. In their 2009 meta-analysis presented by Gallup, Harter et al.

Engagement 139

Engagement Employee Experience 2009 Loyalty 139

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. Change Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

While I can’t give you a recipe, I can offer some guidelines — as the Four C’s of a Customer Experience Culture. What are the Four C’s of a Customer Experience Culture? Communication. Communication. If there’s one gap in almost every organization, it is usually around communication.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. These are critical milestones in the employee journey.

2009 52

2009 White Paper 2024 Financial 52

InMoment XI

MARCH 14, 2023

How do you listen for, understand, and drive action to counter the communication problems you may encounter due to those differences? I am their advocate to our supplier base; being present at the table to show them I care is mission-critical. 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

Customer Bliss

JULY 13, 2018

The first year as a CCO or CX change agent is a priority year when it comes to understanding your role within the organization, the work that was previously done to manage CX (if any was done at all), and the overall employee experience. She wanted to get “under the skin” of what employees lived day-in and day-out.

Telecommunications 141

Telecommunications Chief Customer Officer Presentation NPS 141

One Millimeter Mindset

APRIL 28, 2020

Consider the professional story you communicate when you either are a spectator or an active virtual participant during meetings. How do you create virtual employee experiences and client experiences? You clearly communicate your professional story, whether you are consciously aware you are storytelling, or not.

Workshop 89

Workshop Presentation Communication Leadership 89

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. She spoke directly to customers and the employees. Patricia mentioned that it was really important for her to be physically present with those whom she was collecting feedback from. Help the C-Suite Help Employees. Make it right the first time.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Bill Quiseng

DECEMBER 6, 2023

CARE for each member of the team: COMMUNICATE openly, transparently, interactively, frequently, and continuously any information that your people need and want to know. ” When you ask, respond empathetically, and act promptly to take appropriate corrective action, your people will feel respected, present, and valued.

Leadership 158

Leadership Engagement Financial Loyalty 158

SurveySensum

APRIL 9, 2024

The higher the employee engagement, the better will be your customer experience and the greater will be the number of happy customers! Now, what is the first step to boost employee experience ? In short, to build a strong employee experience, you need to look at your employee’s journey in your company.

Employee Experience 52

Employee Experience Demo Reference Feedback 52

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. How is the site experience?

Sports 197

Sports Customer Experience E Commerce Travel 197

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. How are those insights communicated to drive action? What should every employee know about those numbers? You can do this, too.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

One Millimeter Mindset

APRIL 8, 2019

That is why business decision makers turn off and tune out presentations and communications from the left brain thinkers in your organization. Engage me to present a Storytelling for STEM Professionals and Left Brain Thinkers speaking program. . These professionals present a theory of what they think might happen, or not.

Presentation 75

Presentation Workshop Communication Download 75

Qualtrics

MAY 15, 2019

In the latest installment of our Employee Experience Visionaries series, we hear from Geoff Ho , PhD, Director of Organization Development Research at Rogers Communications about: How his team uses “experience” and “operational” data to tackle employee engagement, performance, & turnover.

Innovation 39

Innovation Communication Employee Experience Competitive Advantage 39

Customer Bliss

MARCH 15, 2019

Chelsie talks to me about defining her role as the SVP of Customer Strategy and how she worked with senior leadership and her team of account managers to improve employee experience, create a customer journey map, and understand customer churn. . Present Information to Leadership In A Digestible Format.

Customer Journey 162

Customer Journey NPS Leadership Customer Journey Mapping 162

One Millimeter Mindset

SEPTEMBER 11, 2019

Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name. Before the first contextual slide ever is presented? Are you intentionally, or unintentionally, erecting communication barriers? I know I have. Think about it.

Presentation 71

Presentation Workshop Download Employee Experience 71

ReviewTrackers

JULY 12, 2018

If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Drive organizational communication. Deliver a great employee experience. Let’s turn to Sandra Miles and W.

Brands 175

Brands Social Media Competitive Advantage Communication 175

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For the employee experience, tool selection for the modern world of work is equally important.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Employee Experience Demo 52

Customer Bliss

SEPTEMBER 26, 2019

You need it to have a better understanding of who does what in the company and how it trickles down to the customer experience. Ultimately, headcount affects employee experience which affects your customers. Headcount is powered by results and the ability to communicate and engage leaders in seeing value in the work. #CX

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Customers 137

InMoment XI

APRIL 19, 2022

If you are on your company’s human resources team, it might be worth reiterating available resources to your employees via email or your company’s internal communications channels (especially since it’s Stress Awareness Month). Having those resources is only helpful if your employees are aware of and using them!

Culture 493

Culture Employee Experience Communication Presentation 493

Think Customers

NOVEMBER 22, 2022

While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. In 2023 it’s time for a more thoughtful and proactive approach to customer experience (CX) and employee experience (EX).

2023 52

2023 Contact Center Employee Experience ROI 52

ReviewTrackers

JUNE 22, 2020

If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Drive organizational communication. Deliver a great employee experience. Let’s turn to Sandra Miles and W.

Brands 114

Brands Social Media Competitive Advantage Communication 114

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. These changes have improved the employee experience in dramatic ways, too!

Airlines 152

Airlines 2017 Metrics Social Media 152

ShepHyken

JANUARY 24, 2020

According to a study by Aberdeen , companies with engaged employees experience a 233% greater customer loyalty and 26% revenue increase. Engaged and empowered employees help your business reach new and greater possibilities with your customers. Bonus: Helping Staff “Be Themselves”.

Customer Service 131

Customer Service Retail Culture Engagement 131

One Millimeter Mindset

APRIL 16, 2020

By now, most of us are attending far more virtual meetings and presentations than we ever dreamed possible. Because the more virtual we become, the more our storytelling habits need to be recalibrated to provide a wall-to-wall experience for attendees. Incorporate these insights into your own presentations, moving forward.

Presentation 75

Presentation Communication Engagement Consumers 75

One Millimeter Mindset

JUNE 3, 2019

If you are trying to get people to “Yes” and they keep telling you “No” or remain ambivalent about your communications, both written, verbal and visual, professional speak is hampering you. Is it time for your team to become more successful presenting during meetings of peers and cross-functional buyers, investors?

Workshop 70

Workshop Communication Download Employee Experience 70

CSM Magazine

FEBRUARY 3, 2022

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. When Calabrio invited CX Consultant and Practitioner Clare Muscutt to present at a recent webinar, she asked delegates about the state of digital transformation for customer service in their organisation.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Journey Employee Experience 52

One Millimeter Mindset

DECEMBER 9, 2019

After all, people have told each other stories ever since they learned to communicate with one other. Rather these stories showcase how you communicate and collaborate productively, profitably and purposefully outside of your professional discipline. Telling your story impacts employee experience and client experience.

Workshop 66

Workshop Employee Experience Communication Presentation 66

Experience Investigators by 360Connext

OCTOBER 13, 2020

Maybe one specific complaint seems to be resolved based on new options that have been presented for the customer. 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. Then, we need to take action.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Beyond Philosophy

OCTOBER 24, 2020

It is imperative that you know what you want the culture to change to, and also what things you need to do to change the culture from where it is presently. Moreover, communication (and re-communication) will be vital to get the team on board with your plan. To discuss this further contact us at www.BeyondPhilosophy.com.

Culture 97

Culture Consulting Presentation Communication 97

One Millimeter Mindset

FEBRUARY 18, 2021

Even before you interview, your aspirational and relational goals are clearly communicated. What type of customer and employee experience will you create during your tenure? Over time, your resume chronology reinforces that you have held a number of similar positions as a retained and productive employee. Contact me here.

Leadership 79

Leadership Innovation Presentation Employee Experience 79

SurveySensum

FEBRUARY 26, 2024

Pulse surveys are like little check-ins that happen regularly – weekly or monthly, and they’re designed to capture how your employees are feeling about different aspects of their jobs. They empower companies to foster open communication, enhance employee engagement, and cultivate a culture of continuous improvement.

2024 52

2024 Culture Feedback Rewards Programs 52

Think Customers

MARCH 28, 2022

Focus on flexibility The evolving state of the workforce presents employers with a new challenge: how to attract and retain workers. In addition, communicating clear performance expectations is key. Managers that rarely communicate with their teammates may miss an opportunity to easily address an issue and improve performance.

Contact Center 105

Contact Center Effort Score Metrics 2023 105