CX Accelerator

NOVEMBER 11, 2022

Employee Experience. More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. One of the most important things a good journey map can do is connect the employees of an organization to the customer. Customer Journey Mapping.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. The importance of fostering this type of culture What a consent culture looks like through the hiring process.

Culture 98

Culture Magazine Employee Experience Engagement 98

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Because they are key to positive customer experiences. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences.

Engagement 63

Engagement Culture Workshop Employee Experience 63

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences.

Article 64

Article 2024 Customer Service 2023 64

Experience Investigators by 360Connext

FEBRUARY 9, 2021

By not investing in customer experience, they are missing opportunities to improve the business results they want simply by keeping customers. 70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. Because when you are satisfied, you are more engaged, productive, and likely to contribute meaningfully to the organization’s goals.

Metrics 52

Metrics Culture Demo Healthcare 52

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Net Promoter Score 79

Net Promoter Score Culture Feedback Employee Experience 79

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha shares that transforming culture is actually a responsibility of the CX team as opposed to that of the HR department.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha shares that transforming culture is actually a responsibility of the CX team as opposed to that of the HR department.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. And here is why: All leaders must become advocates for the culture and fluent articulators in the new language of service. Have them to lead the workshops.

Workshop 61

Workshop Culture Leadership Employee Experience 61

CX Journey

MARCH 21, 2018

Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Design thinking workshops: again, even if you don't hire a consultant, you'll probably want to factor in some location, materials, and food and beverage costs for this.

Customer Journey Mapping 108

Customer Journey Mapping Workshop Travel Consulting 108

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Numerous participants enroll for general skill-building. Learn More.

Sports 71

Sports 2009 2022 Financial 71

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Workshop 40

Workshop 2018 Culture Employee Experience 40

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Workshop 40

Workshop 2018 Culture Employee Experience 40

Customer Bliss

DECEMBER 4, 2018

2: Work on how much you engage inside the organization. 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience. ” [Learn more about cutting down on the fine print in your paperwork, in this recent blog post.]. #2:

Download 185

Download Chief Customer Officer Workshop Books 185

BlueOcean

DECEMBER 13, 2022

People are craving experiences or services through programs that actually make a difference. Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

One Millimeter Mindset

JANUARY 14, 2021

The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. Engage me to present a One Millimeter Mindset program! She helps people, teams and organizations make hard calls when designing products, services, careers and cultures. Delivered virtually or in-person. Contact me here.

Innovation 91

Innovation Management Workshop Leadership 91

One Millimeter Mindset

DECEMBER 8, 2020

However, these are not easy conversations to have, especially on teams and in cultures where specific roles are ingrained. Engage me to present a One Millimeter Mindset program! Chances are, everyone seated around your business table has significant insights to contribute. Take these next steps. Delivered virtually or in-person.

2021 115

2021 Innovation Workshop Leadership 115

Experience Investigators by 360Connext

APRIL 21, 2020

It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience. It’s about your entire organizational culture, representing consistent values both inside and out. Happier employees provide better customer experiences!

Feedback 143

Feedback Connections Engagement Interaction 143

Qualtrics

MAY 21, 2021

“Engagement is a point in time metric,” explains Brian Jefferis, Talent Management Senior Analyst, Nebraska Medicine. There’s a short lifespan – or half-life – for engagement data as it relates to its ability to predict on a variety of KPIs. Moving from point-in-time to ongoing engagement monitoring.

Engagement 26

Engagement Employee Experience Workshop Healthcare 26

ClearAction

JANUARY 6, 2021

You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

Lumoa

MAY 5, 2022

In addition, you must have employees who are committed to creating a good performance culture. You should also be willing and able to experiment at a fast pace. Turn words into concrete actions and build a CX culture with committed people throughout the business. They will help to improve both engagement and decisions.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. Or are you actively engaged?

Workshop 72

Workshop Customer Retention Communication Culture 72

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 49

Customer Experience Employee Experience Workshop Culture 49

One Millimeter Mindset

SEPTEMBER 10, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Workshop 89

Workshop Leadership 2020 Presentation 89

One Millimeter Mindset

FEBRUARY 4, 2021

Engage me to present a One Millimeter Mindset program! Her virtual and in-person keynotes, workshops, and masterminds catalyze individuals, teams and organizations to make hard calls when designing and transforming products, services, careers and cultures. Get to where you need to go, together. One millimeter at a time.

Leadership 81

Leadership Workshop Innovation Consulting 81

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

CX Journey

SEPTEMBER 1, 2015

There is a clear and solid linkage between the employee experience and the customer experience that is solidly supported by data and statistics. Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience.

Employee Experience 89

Employee Experience Workshop 2015 Customers 89

One Millimeter Mindset

MAY 23, 2019

Then, evaluate the human capital value of creating a storytelling culture on based on professionally diverse and inclusive employee and customer experiences, success and retention. Ponder that potentially everyone in your workforce is stuck in their own toxic professional stories. Contact me here.

Workshop 70

Workshop Presentation Leadership 2019 70

One Millimeter Mindset

JANUARY 21, 2021

Which is what you and I address, together, in my keynotes, workshops and mastermind program s. Engage me to present a One Millimeter Mindset program! She helps people, teams and organizations make hard calls when designing products, services, careers and cultures. One millimeter at a time. Delivered virtually or in-person.

Leadership 81

Leadership Return on Investment Workshop Innovation 81

One Millimeter Mindset

MARCH 6, 2019

So are our post sale execution experiences. . Successful post sale execution experience continuously leverages buyer, seller and other stakeholder engagement. When stakeholders, across all professional disciplines, perceive customer experience as a series of step-wise, linear experiences, things fall through the cracks.

Sales 68

Sales Workshop Customer Confidence Touchpoint 68

Qualtrics

DECEMBER 6, 2018

It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. The experience can be invaluable to your organization and allow you to earn continuing education credits to keep your certifications up-to-date.

2019 27

2019 Engagement 2018 Events 27

Talkdesk

MAY 20, 2019

New technology, five generations in the workforce and an emphasis on providing the best possible customer and employee experiences make for some unique challenges and triumphs in the contact center sphere. Positive Contact Center Culture is Vital to Agents and Customers. One lie Ginger shared is that culture is “fluffy.”

Contact Center 44

Contact Center Culture Airlines Workshop 44

One Millimeter Mindset

DECEMBER 3, 2020

And continue building a culture of HR leadership conversations. Engage me to present a One Millimeter Mindset program! Then, consider the continuous value of voiced input received from across and throughout your organization. How can you identify voices of undiscovered change agent leaders in your organization? Contact me here.

Leadership 86

Leadership Workshop Innovation 2020 86

Russel Lolacher

JANUARY 12, 2021

” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. “Tear down silos!” ” “Let’s silo smash!”

Culture 59

Culture Workshop Books Innovation 59

ClearAction

OCTOBER 12, 2022

This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. Brand experience and product experience are subsets of CX, and they are sometimes subsets of EX and PX.).

Metrics 62

Metrics Management ROI Effort Score 62