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. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Communication 93

Communication Technology Culture Employee Experience 93

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. She works with business leaders to work out how to weave the customer into their already established cultures.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. So, so that type of cultural leadership, right. That’s a city in California. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

BlueOcean

OCTOBER 8, 2021

One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture. One of the guiding principles, in fact, states that “culture + governance = execution.”.

2021 177

2021 Customer Experience Contact Center Government 177

Experience Investigators by 360Connext

FEBRUARY 9, 2021

How to invest in Customer Experience. Defining a customer experience strategy is not enough. You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. CX Can Create Better Days for Your Employees. That’s how you prioritize.).

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ShepHyken

AUGUST 21, 2020

It will require continuous onboarding and ongoing training, as well as good communication of the vision with customers, partners and employees, so that people align, collaborate and evolve together. Revise culture starting with the C-Suite. Adapt technologies for human needs and collaborate. Nothing is static, thankfully.

Customer Experience 246

Customer Experience Culture Government Innovation 246

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

Bold360

MARCH 5, 2020

Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. How technology and processes support your talent.

Culture 59

Culture Employee Experience Insurance Government 59

West Monroe

FEBRUARY 19, 2024

Utilities have sought to integrate digital solutions using IT with OT for decades, pursuing IOT product development as a means to improve reliability, customer experience, and cost efficiencies. More recently, utilities have started to look at digital products as an employee experience solution.

Innovation 52

Innovation Financial Roadmap Culture 52

Russel Lolacher

AUGUST 1, 2022

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? Oh, accessibility in the workplace. Stephanie Cadieux. Russel Lolacher. Russel Lolacher.

Government 98

Government Culture Definition Employee Experience 98

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Get hands on with the technology. 5 experiences that really matter at work. See what’s new in employee experience (EX).

Employee Experience 29

Employee Experience 2020 Leadership Events 29

eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. With knowledge technologies such as AI reasoning, you can do much more. How do you go about doing it?

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

Customer Bliss

AUGUST 1, 2017

Prior to joining Aon Tom was employed as a Senior Customer Experience Analyst for Forrester Research during which he worked with client business and technology leaders to develop customer-obsessed strategies to drive business growth. That’s what the culture change component of CX is all about.

Customer Experience 0

Customer Experience 2016 B2C Retail 0

West Monroe

APRIL 28, 2022

On the inside, the profile of a bank employee is also evolving. As banks begin to look increasingly like technology companies in order to keep pace and compete with competitors, banks will also need to rethink their talent needs and prioritize digital-forward talent like technologists, data engineers, and non-traditional hires.

Banking 52

Banking Government Financial Technology 52

COPC

FEBRUARY 15, 2024

 This powerful technology is becoming integral to customer service frameworks, especially in contact center operations. It is transforming key aspects such as employee recruitment, training, empowerment and team performance evaluation.  This data-driven approach identifies improvement areas and fosters a continuous learning culture. 

Contact Center 52

Contact Center Metrics Definition Call Center 52

ShepHyken

AUGUST 16, 2022

It is a technology that understands the language of your business and automates workflows and processes in a trustworthy manner that complies with regulations. Then, recognize that the person using the AI technology and the person impacted by it may not be the same person. ” About: Dr.

Healthcare 64

Healthcare 2022 Government Customer Care 64

West Monroe

JANUARY 30, 2019

Create a CX Governance. A governing body and process is necessary for providing oversight to the decision-making process, prioritizing and allocating resources, and monitoring customer experience generation and execution. Stay agile with a flexible governance framework. Build a Measurement Framework.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

CX Accelerator

SEPTEMBER 24, 2019

Understand that each of the teams and departments you work with will have their own micro-culture, their own way of doing things. You’ve probably heard the idea that “most CX comes from great EX” (Employee Experience).

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. How Employee Experience (EX) Impacts Customer Experience (CX). CX is Not Only About Revenue.

Customer Journey Mapping 65

Customer Journey Mapping Webinar ROI Employee Experience 65

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. Get hands on with the technology. Employee engagement in action.

2020 32

2020 Government Employee Experience Leadership 32

CX Accelerator

SEPTEMBER 24, 2019

Understand that each of the teams and departments you work with will have their own micro-culture, their own way of doing things. The way they approach their work will depend on a lot of different factors, for example: Their day to day work activities and the standards, rules and processes that govern them. Back to CX Accelerator Blog.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. The Engager deploys innovative, fresh strategies to engage and retain customers.

Contact Center 61

Contact Center 2018 2019 Innovation 61

West Monroe

APRIL 28, 2022

On the inside, the profile of a bank employee is also evolving. As banks begin to look increasingly like technology companies in order to keep pace and compete with competitors, banks will also need to rethink their talent needs and prioritize digital-forward talent like technologists, data engineers, and non-traditional hires.

Banking 40

Banking Government Financial Technology 40

Maz Iqbal

OCTOBER 10, 2014

As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences. Is it enough just to get the marketing, HR operational folks and let them cook up customer and employee experience excellence?

2014 78

2014 Customer Experience Retail Leadership 78

CX Accelerator

SEPTEMBER 24, 2019

Understand that each of the teams and departments you work with will have their own micro-culture, their own way of doing things. The way they approach their work will depend on a lot of different factors, for example: Their day to day work activities and the standards, rules and processes that govern them. Back to CX Accelerator Blog.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

West Monroe

JUNE 14, 2017

Issues that we hear most frequently from clients center around the need to respond to market changes in a quick/agile way, what they should do with the vast amount of customer data that is being created on a daily basis, and how changing customer expectations influence the internal employee experience.

Customer Experience 69

Customer Experience Customer Journey Mapping Government Employee Experience 69

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. As such, a governance structure is critical to the foundation of any customer experience transformation.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

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). EX won’t just sit with HR. Personalized journeys for everyone.

2020 49

2020 Employee Experience Government Feedback 49

Experience Investigators by 360Connext

OCTOBER 13, 2020

The foundation of customer experience success includes proactive steps like creating a Customer Experience Mission , defining your Customer Experience Success Statement , and following best practices around customer experience governance. What about the technology and tools used?

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Qualtrics

MARCH 4, 2019

As a part of the government, the U.S. General Services Administration (GSA) has a unique set of customers: taxpayers and other government agencies. government offices, providing transportation and office space to federal employees, and developing government-wide cost-minimizing policies.

Customer Experience 40

Customer Experience Government Chief Customer Officer Presentation 40

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. As such, a governance structure is critical to the foundation of any customer experience transformation.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33

CX Journey

FEBRUARY 8, 2017

Phase 1: Information Gathering Having a CXO is critical to success for any customer experience transformation. She'll use this information not only for design work that lies ahead but also to educate employees about the customer experience, how they impact it, and where it needs to be fixed. And ask questions. What do you think?

Culture 50

Culture Customer Centricity Government ROI 50

SurveySparrow

DECEMBER 27, 2021

It has changed the CHRO’s priorities and forced them to adapt to a remote working structure, including making technological and operational changes overnight. How can we create clear expectations for different types of employees? How to make sure that our company’s culture is followed in letter and in spirit?

2022 52

2022 Government Leadership Measurement 52

Qualtrics

FEBRUARY 18, 2020

Get hands on with the technology. Find out how moving away from the metrics and towards a culture of action can help you become an XM master. When XM is truly embedded across an organization, you need a governance structure to manage it. Brand + Product Experience - 14:00 // Weds, March 11. World-class thought leadership.

2020 29

2020 Marketing Government Leadership 29

Oracle

OCTOBER 1, 2018

During an interview at ModernCX 2018, we asked Matt how Motorola Solutions uses CX technology to help create life-changing experiences, as well as how the company’s philanthropic organization, Motorola Solutions Foundation , is changing the employee experience. We also support families of fallen first responders.

2018 49

2018 Technology Government Culture 49

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

Russel Lolacher

JANUARY 8, 2022

How is plain language, a part of that employee engagement workplace culture sphere? And the way written communication with employees creates a culture. Why is this such a hard thing to do in the internal culture world? People come to work? People want to feel like they’re heard. Leslie O’Flahavan.

Culture 45

Culture Communication Document Engagement 45