culture-and-customer-experience 
Customer Bliss
JUNE 20, 2019
In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. We talk about some of the strategic approaches that he and his team took to improve the organization’s culture, and employee and customer experience.
InMoment XI
SEPTEMBER 12, 2016
Though the idea of culture has been around for centuries, it is only in recent decades that corporations have begun to speak of the notion of corporate culture. Probably the best way to define corporate culture is as the deepest thoughts and beliefs a company holds about itself. This includes what it considers to be.
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InMoment XI
NOVEMBER 16, 2023
Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.
Customer Bliss
MAY 25, 2018
The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below. I specifically designed this book to be a series of toolkits for you and your team to use while transforming your company’s customer experience.
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For many employees, Customer Experience is just a number. This type of thinking contributes to a pervasive frustration with Customer Experience (CX), and in particular, Voice of the Customer (VOC) programs. The primary focus of this eBook is how to create a customer-first culture.
MyCustomer
APRIL 17, 2023
Engagement Company silos and culture continue to blight CX
InMoment XI
APRIL 18, 2022
In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. When it comes to optimizing the employee experience, does an engagement-based approach still work? How Does Today’s Unprecedented Employee Churn Impact Customers Tomorrow? Check It Out!
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Customer Experience programs are shaping the future of business through their ability to create the changes customers want and need. These changes, however, can only occur if programs are embedded into a company’s culture. So where to start?
Speaker: Conference Speakers
Today’s teams need to operate cohesively like never before, managing the pace of both technological change and customer needs and demands. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Operationalizing Voice of the Customer and Empowering the Frontline.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
In today's remote work environment, keeping a handle on culture can feel like trying to hold sand in your fingers. Considering how teams are often comprised of members working across political boundaries, even defining a hard-set "culture" can be tricky. Why the contact center culture is in need of repair.
Speaker: Bryan Horn, Founder, CS Solutions
If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Examples of both HORRIBLE and FANTASTIC customer interactions.
Advertiser: ZoomInfo
The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. But where do you start? Download the playbook today!
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Customers and prospective clients require real, passionate, and empathetic humans. The only sustainable way to get these human experiences is with employee engagement. What are ways leaders engage with team members so the team members better engage with your customers and prospective customers?
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