Think Customers

NOVEMBER 2, 2022

The customer experience landscape is always changing, but one constant remains: the need for an energized and engaged workforce. Amazing brand experiences are powered by people, and great employee experiences lead to seamless customer experiences. The employee experience and customer experience are so connected.

Leadership 52

Leadership Culture Employee Experience Brands 52

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. There IS a clear link between superior CX and enhanced financial performance, making a compelling case for strategic investment in customer experience initiatives.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Net Promoter Score Culture Technology 52

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience E-support Feedback Culture 52

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

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. Connect with Brandon on his platforms: Website. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Culture Employee Experience 93

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

inmoment

JUNE 28, 2019

When you look past the buzzwords, you’ll find an idea that is at the heart of technology—the idea that humans can create something that breaks the mold and changes the way we complete tasks in everyday life. . Combining Strategic Services with Sophisticated Technology. What do you think of when you hear “radical innovation?”

Employee Experience 40

Employee Experience Innovation Connections Technology 40

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

Bold360

AUGUST 10, 2020

Take new technology, for instance. If you look at the industrial revolution, even after the steam engine was invented, people still worked in old modes for quite some time, barely taking advantage of the new technology. To hear this episode and many more like it, you can subscribe to CXNext: Live by connecting with us on LinkedIn.

Employee Experience 93

Employee Experience Consulting Banking Engagement 93

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. They not only come back, they promote and defend you.

2024 80

2024 Article Customer Service Government 80

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

CSM Magazine

MAY 14, 2024

Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption.

Healthcare 52

Healthcare Innovation Employee Experience Customer Journey 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. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience E Commerce Travel 197

BlueOcean

FEBRUARY 11, 2020

The Impact of Customer Effort on Customer Experience. When we think about delivering on customer expectations, we tend to think first about things like empathy, emotional connection, and effective resolution as core elements of a great customer experience. A Comprehensive Definition of Customer Experience. Check it out!

Article 177

Article Customer Experience Net Promoter Score Definition 177

ShepHyken

MAY 26, 2020

Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology. Shep Hyken interviews Cameron Weeks.

Contact Center 121

Contact Center Customer Service Representative Omnichannel Technology 121

Qualtrics

AUGUST 6, 2021

It’s intuitive, the employee experience is both rapidly changing and hyper-local. In other words, each interaction on a personal level has an impact on whether your current experience is positive or negative. And we provide access to every level of leadership at the same time” Brian explains. Learn More.

Healthcare 26

Healthcare Employee Experience Metrics Connections 26

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Get Employee Engagement Research Insights. Employee Engagement Research Series.

Financial 77

Financial Customer Experience Contact Center Employee Experience 77

TechSee

NOVEMBER 10, 2020

Customer service leadership must abandon any short-term initiatives to reduce customer service costs and instead find sustainable cost optimization tactics that will allow for business resilience. Visual assistance powered by computer vision AI transforms a self-service channel into a visual, interactive, and personalized experience.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

CX Accelerator

DECEMBER 31, 2018

We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. You might take some ideas from what they did: All leaders attended Situational Leadership II training. What a fantastic question!

Culture 244

Culture 2019 Contact Center Leadership 244

Clicktools

MAY 18, 2017

With the recent release of the Temkin Group report, The Four CX Core Competencies , I started thinking about how technology could be applied to strengthen and support these competencies. Employee Engagement : Align employees with the goals of the organization. Competency 1: Purposeful Leadership.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

VDS

JULY 22, 2020

NOW MORE THAN EVER, TECHNOLOGY IS VITALLY IMPORTANT. Since employees are working from home, investments in videoconferencing and collaboration software are essential for everyone. Leaders need to leverage tools to connect with their teams like video conferencing tools (i.e. Good customer experience starts with communication.

Connections 52

Connections Contact Center Communication Definition 52

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. That’s the only way an organization can begin a continuous learning process and start to realize the full benefits of delivering exceptional customer experience.

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Today, employees fervently believe their own values must align with the company.

Financial 52

Financial Customer Experience Contact Center Employee Experience 52

BlueOcean

DECEMBER 13, 2022

Gas, grocery, fashion, technology… and probably more. KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.” Prime rewards are applicable across each sub-brand, creating a highly connected loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

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

ShepHyken

OCTOBER 29, 2019

These include a CX mindset, company culture, and leadership development. Everyone in a company, from executives to frontline employees, must have a CX mindset—an attitude of service and a desire to make their customers’ lives better. Studies show that companies that invest in the employee experience are 4.2

Employee Experience 82

Employee Experience Culture Books Technology 82

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.” Not generally.

Books 52

Books Employee Experience Leadership 2021 52

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Article 62

Article 2023 Customer Service Retail 62

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

ShepHyken

FEBRUARY 28, 2022

(diginomica) More recently, organizations have realized the importance of Employee Experience. Research shows happy employees out-perform competitors by 20%, are 12% more productive, 65% more energetic and take 10 times fewer sick days. Then along came the employee experience (EX).

2022 70

2022 Article Customer Service Loyalty 70

Think Customers

JUNE 8, 2020

In this webinar hosted by TTEC, she identifies what approaches companies need to consider to deliver a more manageable, faster, and human digital experience. Here are five key takeaways on how to create an effortless customer and employee experience: #1: Make it customer-centric. 3: Rethink leadership.

Webinar 59

Webinar Customer Centricity Technology Culture 59

West Monroe

MAY 13, 2024

Continuous change and steep learning curves for new technology/tools keep people focused on the present. Reduce technical complexity Organizations that have grown rapidly—particularly through acquisitions—often have a technology environment that has become too complex. Complexity snowballs as new businesses are acquired.

Transportation 52

Transportation Technology Consumers 2024 52

Qualtrics

MARCH 22, 2021

Getting DEI right is critical for your employee experience. Here's how to start taking action to close experience gaps and improve DEI within your organization. . DEI is highly connected to employee engagement , job satisfaction, and retention. How can technology help with greater DEI in your organization?

Technology 29

Technology Employee Experience 2021 Measurement 29

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. My Comment: This article shows the power of generative AI (ChatGPT-type technologies). Connect with Shep on LinkedIn.

Article 60

Article Customer Service 2023 Loyalty Programs 60

ShepHyken

APRIL 28, 2020

Humanize the Customer Experience. How to Stay Connected in a Remote Economy. They discuss strategies for adapting to a remote workforce and ways to humanize a digital customer experience. Communication technology (such as Zoom, Microsoft Teams and Slack) can help combat this.

Contact Center 65

Contact Center Innovation Communication Employee Experience 65