Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Connections Leadership Communication 98

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below.

Metrics 62

Metrics Management ROI Effort Score 62

Qualtrics

MARCH 31, 2020

Now more than ever, government IT departments are being asked to lead. Against the backdrop of an unprecedented global pandemic, IT departments play crucial roles in ensuring the continuity of services, the uptime of critical infrastructure, and employee engagement. 1: Understand the tools that employees need - and be flexible!

Government 34

Government Innovation Employee Experience Download 34

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Employee Experience Trickles Down to Customers. Help the C-Suite Help Employees.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Qualtrics

JULY 12, 2021

To help financial service providers adapt and succeed in these new environments, at XM Live: Experience Transformation in the FSI Industry Qualtrics brought together leading brands across APAC to explore how they are using experience management (XM) to design and improve the customer, employee, brand, and product experiences they deliver.

Financial 26

Financial Employee Experience Insurance Banking 26

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CloudCherry

NOVEMBER 11, 2019

Janet Preteroti – AVP, Member Experience at Clearview Federal Union, and our 1 st place CX Champ (in the category of Practitioner). Janet is all about personal connections, and- according to her nominator, Sandy Michaels, has a “passion for service excellence” that “displays in her every interaction.” Brava, Janet!

2019 170

2019 2020 Leadership Consulting 170

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Investments that are directly tied to customer experience might include things like: Customer experience management tools, like customer feedback software or more robust Voice of the Customer (V0C) platforms, Customer Relationship Management (CRM) technology, or investments in customer data centralization.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Qualtrics

JANUARY 2, 2019

It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. Win: Connected Government Act passes.

Government 20

Government 2018 2019 Customer Experience 20

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. Communicate. Communicate.

CEM 65

CEM Management Government Culture 65

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Ease-of-Work from the viewpoint of employees.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. focuses employees at all levels on the customer, and 3. focuses employees at all levels on the customer, and 3.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Lumoa

JUNE 23, 2021

To win in a diverse market, your customer experience team needs to be able to empathize with the customers they’re trying to help. If they’re able to get on the same page as customers with values and culture, the easier they’ll be able to connect with them on a human level.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

Qualtrics

APRIL 6, 2020

In just 3 weeks we’ve seen more than 6,000 organizations launch more than 14,000 projects on our 10 XM Solutions to assist companies, governments, healthcare systems, and educational institutions move forward during this difficult time. Our strategy for keeping connected with volunteers during this time is simple. Learn More.

Connections 42

Connections Events Sports Healthcare 42

Oracle

FEBRUARY 6, 2020

The story connecting the stats. Rather than stealing human jobs , a potential advantage of AI is that it empowers people to do higher-quality work, problem-solve, and create an atmosphere in which employees can take a higher degree of pride in their work. Freeing up people from mundane tasks (50%). Saving companies money (49%).

Customer Experience 75

Customer Experience Government Call Center Healthcare 75

Customer Bliss

NOVEMBER 29, 2016

Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – the result is: true paradigm shifts, sustainable change and the achievement of overall business objectives. Metrics measurement improvement.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Experience Investigators by 360Connext

OCTOBER 13, 2020

Because the best journey maps are used to create better experiences, understand specific customer segments, test new products and services, and ultimately deliver more for customers. In a recent roundtable discussion , 25% of customer experience leaders reported challenges keeping journey maps simple enough to manage, maintain, share and use.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Bizagi

APRIL 21, 2020

What is the real outcome for your employees and customers, and how can it help you better govern your organization? Employee experience. From employee onboarding to day-to-day tasks, every process-driven experience can be enhanced with technologies such as digital process automation (DPA) to become more efficient.

Government 52

Government Banking Innovation Technology 52

Clarivate

JULY 28, 2022

Finally, primary care centers were outfitted with “high-tech corners” so that patients without connectivity or mobile devices at home could have the same extended access to care. Education was extended to patients in the form of virtual navigation tip sheets and a standardized point of contact for issues or questions. payers and vendors).

Hospitality 52

Hospitality Healthcare 2022 Government 52

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. DiJulius III , Chief Revolution Officer of The DiJulius Group.

Government 120

Government Communication Employee Experience Article 120

Russel Lolacher

AUGUST 1, 2022

Connect with Stephanie on her platforms: Linkedin. So many questions, especially its impact on the employee experience. So I want to get into that, but but I can’t, because I have to ask you another question first, which is, what’s your best or worst employee experience? Accessible Employers.

Government 98

Government Culture Definition Employee Experience 98

Call Experts

MARCH 18, 2021

According to The Economist – Economic Unit, “Employees who believe their workplace effectively uses mobile tech are more creative, satisfied, and productive at work.” Connect your employee directly into your absence tracking and reporting systems via automated phone lines. An attendance tracking platform.

Leadership 75

Leadership Government Document Download 75

CSM Magazine

JUNE 14, 2022

Customers like Standard Bank , the continent’s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform. This was especially true for financial and government institutions.

Banking 59

Banking 2021 Roadmap 2022 59

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. When XM is truly embedded across an organization, you need a governance structure to manage it. Employee engagement in action.

2020 32

2020 Government Employee Experience Leadership 32

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. 2018 “Integrator” Rackspace connected disparate ticketing systems via Calabrio ONE’s cloud platform, making any needed system adjustments easy to identify and implement.

Contact Center 61

Contact Center 2018 2019 Innovation 61

COPC

NOVEMBER 5, 2021

has seen our client’s experience. These are: Formalizing work-from-home (WFH) requirements and management. s clients encountered similar difficulties, including: Internet connectivity issues. Unique, regional-based government and environmental challenges specific to the outsourced contact center’s location.

Contact Center 52

Contact Center Workshop White Paper 2021 52

CSM Magazine

DECEMBER 28, 2021

To focus on employee engagement, it is important to understand what it is while also considering what it is NOT. For example, an agent may be perfectly satisfied with their schedule, level of pay, their manager and the work they do. Simply put, engagement does not equal satisfaction. What does this mean exactly? How do you do this?

Engagement 59

Engagement Customer Experience Culture Government 59

West Monroe

APRIL 28, 2022

Integrated technology: Critical, connected technology used to support relevant business processes. Products and services: Product and service catalog, as well as governance and management of product lifecycle. Governance and continuous improvement.

Banking 52

Banking Government Financial Technology 52

CX University

JULY 9, 2018

Some leaders have so much energy around them that their commitment might not need to be expressed in words (I am thinking about Steve Jobs), but many leaders need to search for an authentic connecting point between themselves and employees. Anderson made an important announcement to employees, which forged that connective tissue.

Leadership 68

Leadership Insurance Engagement 2018 68

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? Because a governance structure is about oversight and execution.

Government 36

Government Customer Centricity Feedback Customer Experience 36

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. Governance : Governance is about both oversight and execution.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Qualtrics

NOVEMBER 26, 2019

The future of employee experience won’t be siloed within one team. It will be a wider organizational effort including CIOs (experience with IT), CFOs (experience with financial matters) and workplace design teams (experience with physical space). For far too long companies have focused on how much employees put in.

2020 49

2020 Employee Experience Government Feedback 49

West Monroe

APRIL 28, 2022

Levers to address when considering transformative change through process enhancements include: reducing manual processes via Robotic Process Automation (RPA), increasing efficiencies via implementation of self-service capabilities, and improving resource utilization via capacity-management tools. Governance and continuous improvement.

Banking 40

Banking Government Financial Technology 40

ShepHyken

DECEMBER 23, 2022

Many organizations are modernizing their communications systems to streamline operations and keep employees (and customers) connected in a hybrid world. 2023 will be all about customer lifecycle management (CLM). However, businesses must look ahead and plan – whatever it may bring. Our prediction?

2023 70

2023 Communication Contact Center Return on Investment 70

Storyminers

FEBRUARY 17, 2021

When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same. We need a more citizen-centered approach, and it turns out that Customer Experience Thinking can help. Mike : Yes, that connects. Akos : Yes, stories to connect on an emotional level.

2002 59

2002 Government Travel 2010 59

SurveySparrow

DECEMBER 27, 2021

The Chief Human Resources Officer (CHRO) is someone who takes care of all human resource management issues in an organization. CHRO priorities can include anything from upskilling the employees to rewarding the workers. It can be the difference between a happy set of employees and disgruntled ones. Crisis Management.

2022 52

2022 Government Leadership Measurement 52