TechSee

MARCH 7, 2023

Dr. Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

2023 207

2023 Contact Center Leadership Hospitality 207

TechSee

NOVEMBER 10, 2020

For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. The discussion around how to reduce customer service costs is not a new one. Eliminate evening and weekend hours? Limit call times to 3 minutes each?

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

CSM Magazine

JUNE 15, 2023

Sabio Group has announced today the launch of a new and innovative Wellbeing Companion solution, which is a key part of its newly created Wellbeing Programme. The digital customer experience (CX) transformation specialist’s Wellbeing Programme is designed to illuminate, implement, and monitor wellbeing strategies within organisations.

Consulting 52

Consulting Innovation Webinar Technology 52

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. As Real joins Strativity, founder Lior Arussy will remain an advisor to the business.

2003 98

2003 Consulting Innovation Leadership 98

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Dissatisfied employees were more than 2.5

Article 103

Article 2021 Customer Service Contact Center 103

Beyond Philosophy

MAY 25, 2022

Here are a few key moments in the discussion: 05:41 Goodmanson explains which parts of the employee experience of the contact center employee are broken and why. 18:48 Goodmanson describes how software innovation will alleviate some of the stresses and pain points associated with a call center employee’s daily work.

Contact Center 148

Contact Center Interaction Consulting Call Center 148

CloudCherry

NOVEMBER 11, 2019

According to his Anonymous nominator, Bob “evangelizes, showcases, and educates employees, clients & potential clients about innovations, technologies, and offerings through individual and group presentations,” and our own judges have dubbed him “a protégé” in his program. Now, that’s what we’re talking about! We’ll toast to that!

2019 170

2019 2020 Leadership Consulting 170

SurveySensum

FEBRUARY 29, 2024

Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Qualtrics

FEBRUARY 27, 2019

Here’s our round-up of the best employee experience conferences in 2019. Who should go: Everyone in the experience management industry, regardless of position or rank. If your is employee experience, there’ll be keynote sessions and a breakout room just for you. X4 On Tour . Dates & locations: . Cost: Free.

Employee Experience 20

Employee Experience 2019 Innovation Events 20

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Consulting 100

Consulting Employee Experience Leadership Culture 100

One Millimeter Mindset

APRIL 15, 2021

Post pandemic professional innovation requires you to push yourself to make necessary hard calls. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 96

Leadership Innovation Consulting Presentation 96

One Millimeter Mindset

FEBRUARY 18, 2021

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. What additional value can you co-create together, to keep each other challenged, interested, and innovative?

Leadership 79

Leadership Innovation Presentation Employee Experience 79

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

One Millimeter Mindset

FEBRUARY 11, 2021

If so, you may fall short of creating opportunities to impact, engage, inspire, take action, and innovate. Finally, instead of being busy delivering and lecturing, make intentionally innovative choices to change the impact of your delivery. Are you busy delivering non-stop, one-way output to your team? For all the right reasons.

Leadership 92

Leadership Innovation Presentation Consulting 92

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

CSM Magazine

NOVEMBER 4, 2022

Larry Mead, vice president of experience transformation at TTEC Digital, gives seven tips for designing and orchestrating a Total Experience (TX) strategy. In 2013, customer experience innovator Matthew Dixon authored a new book that forever changed the game of customer service.

Touchpoint 52

Touchpoint 2024 2013 Employee Experience 52

Customer Bliss

AUGUST 8, 2019

Watch my video interview with Horst and learn how to be a leader that sets the vision and the standards: 3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze. Kaleidoscope Delivering Innovative Service That Sparkles by Chip R. Author, keynote speaker, and consultant, Chip R.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

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

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. They innovate.

2016 121

2016 Leadership Employee Experience 2017 121

SurveySensum

FEBRUARY 26, 2024

They empower companies to foster open communication, enhance employee engagement, and cultivate a culture of continuous improvement. Now, the question remains – what are the powerful employee pulse survey tools that you can choose from that will help you in improving your employee experience ? And not just that!

2024 52

2024 Culture Feedback Rewards Programs 52

Lumoa

MAY 5, 2022

Improved customer experience starts with the customer’s perspective. Developing CX leadership requires collaboration and communication with customers, employees, and partners. 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

One Millimeter Mindset

FEBRUARY 4, 2021

If you are lucky, they tell you the real issue behind their No: “Why didn’t you consult with me in the first place?” Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 81

Leadership Workshop Innovation Consulting 81

One Millimeter Mindset

APRIL 20, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 79

Leadership Consulting Innovation Presentation 79

One Millimeter Mindset

APRIL 13, 2021

I consulted with one small business team whose CEO insisted on being part of every meeting. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 82

Leadership Consulting Innovation Presentation 82

One Millimeter Mindset

MAY 13, 2021

In addition, solutions become more innovative because you are willing to take chances with the status quo. Change Agent | Collaboration Catalyst | Complex Problem Solver | Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Coach, Author |. Contact me here.

Leadership 84

Leadership Innovation Consulting Presentation 84

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

JUNE 30, 2021

When I speak to and consult for clients on individual and organizational growth strategies, I focus on whether they and their company have the internal capacity to deliver more complex solutions. However, what happens when you are faced with clients requiring not-so-simple solutions to complex problems? Delivered virtually or in-person.

Innovation 65

Innovation Consulting Leadership Events 65

Thematic

JULY 21, 2023

This interview was first published at Upsilonit.com Anton Oparienko (COO, Upsilon): Today, I'm pleased to have Alyona Medelyan with me, the co-founder and CEO at Thematic , an innovative feedback analytics solution. Could you tell us about this natural language processing and machine learning consultancy? That's a big win!

Feedback 62

Feedback Net Promoter Score Consulting NPS 62

Experience Investigators by 360Connext

JUNE 30, 2020

Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Innovation has been accelerating in customer experience for the last several years. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JUNE 30, 2020

Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Innovation has been accelerating in customer experience for the last several years. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard.

2020 143

2020 Events Customer Journey Brands 143

One Millimeter Mindset

DECEMBER 10, 2020

My speaking, consulting and coaching programs do not shy away from this topic, either. By the way, when I facilitate and consult, those messages are sent directly to me. How might your own professional innovation be liberated from unconscious professional exclusion? It does not need to be that way any more. Contact me here.

Workshop 81

Workshop Innovation Consulting Presentation 81

One Millimeter Mindset

FEBRUARY 16, 2021

Begin each day by asking yourself these two questions as keys to more valuable and innovation professional opportunities. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Touchpoint 90

Touchpoint Innovation Leadership Communication 90

One Millimeter Mindset

JANUARY 26, 2021

In working with leaders and teams on professional innovation and strategic business and human capital value, I spend a lot of time observing teams. Wrestling with how to collaborate more innovatively with colleagues and clients? Finally, silence is golden. Possibly for the first time. To get to where you really need to go.

Leadership 84

Leadership Innovation Definition Consulting 84

Beyond Philosophy

SEPTEMBER 11, 2014

One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. Blogs Employee Experience'

Banking 138

Banking Culture 2003 CEM 138

One Millimeter Mindset

APRIL 6, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 77

Leadership Consulting 2020 Communication 77

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. …And more.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Leadership 143

One Millimeter Mindset

MARCH 23, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 76

Leadership Consulting Innovation Presentation 76