Forrester's Customer Insights

SEPTEMBER 1, 2020

Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. But although we’ve published reports on government CX, […].

Government 36

Government Employee Experience Connections Customer Experience 36

Qualtrics

JANUARY 29, 2021

2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience with government plays in preserving public health and stabilizing economic and social life.

Government 26

Government 2021 Management 2020 26

ShepHyken

JUNE 7, 2021

Treating your employees like your No. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. My Comment: And, speaking of culture, here’s an article that emphasizes that recognizes that being customer-centric starts with the employee experience.

Article 133

Article 2021 Customer Service Loyalty Programs 133

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Qualtrics

MARCH 31, 2020

Now more than ever, government IT departments are being asked to lead. Against the backdrop of an unprecedented global pandemic, IT departments play crucial roles in ensuring the continuity of services, the uptime of critical infrastructure, and employee engagement. 1: Understand the tools that employees need - and be flexible!

Government 34

Government Innovation Employee Experience Download 34

Qualtrics

MARCH 29, 2019

federal government agencies, our team is always working with clients and partners on fascinating, newly emerging issues that impact the business, customer, and employee experience parts of federal government agencies. Stay tuned, and follow me on Twitter for other government customer experience insights.

Government 36

Government Customer Experience Webinar Customer Experience Professionals 36

InMoment XI

MAY 4, 2022

I’d much rather know and have the courage, strength, and conviction to allow for the data to be free-flowing than to worry about what kind of governance we put on that.”. Study What Other Companies Are Doing To Build Employee Loyalty. “Then we’d better get a hell of a lot better,” Lorne Rubis told the Financial Post.

Loyalty 580

Loyalty 2011 Call Center Leadership 580

InMoment XI

AUGUST 25, 2023

InMoment CX Program Success Stories Companies like Foot Locker and alphabroder are two companies that have chosen InMoment as their CX program partner and have improved their metrics by focusing on the customer experience and employee experience. The right CX platform should empower teams with immediate, actionable insights.

ROI 260

ROI Net Promoter Score Webinar Financial 260

Qualtrics

JULY 12, 2021

Here we explore the experience transformations underway at ANZ, Standard Chartered, and bolttech, but be sure to watch the full event for more great examples and stories. Using XM to design and improve the customer and employee experience at ANZ. XM Live: How brands in financial services design and improve experiences.

Financial 26

Financial Employee Experience Insurance Banking 26

Forrester's Customer Insights

FEBRUARY 14, 2019

Senior government executives would be wise to listen to Winston Churchill’s wisdom! Never let a serious crisis go to waste! We’re living in the era of shutdowns, when funding disruption is the norm.

Employee Experience 43

Employee Experience Government Engagement Customer Experience 43

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. Most organizations are surveying their employees, but very few are delivering truly strategic employee experience (EX) programs.

Employee Experience 29

Employee Experience 2020 Leadership Events 29

eGain Blogs

JULY 27, 2022

“Knowledge Management (KM) is the #1 technology for enhancing the three main customer service perspectives of operational performance, customer experience, and employee experience.” – Gartner, September 2021. Agent experience woes. Modern KM: The essential approach to improving the Agent Experience.

Net Promoter Score 52

Net Promoter Score Contact Center Insurance Government 52

Qualtrics

JANUARY 2, 2019

It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. Win: Connected Government Act passes.

Government 20

Government 2018 2019 Customer Experience 20

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. Patricia soon realized that there were rules and operations in place which sometimes inhibited employees from being able to serve the customer efficiently. Help the C-Suite Help Employees. The principles are as follows: Ask, will it make the life of the customer easier?

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

InMoment XI

JULY 12, 2023

Empower your employees by providing them with the necessary training, resources, and authority to address customer needs effectively. You can also encourage and empower employees to foster a sense of ownership and accountability to resolve any customer issues.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

Experience Investigators by 360Connext

JANUARY 5, 2021

Creating a culture focused on customers has to start and end with focusing on employees. A culture that aspires to be authentic for customers must live up to that in the employee experience, too. Employee journey mapping and other techniques can be used to really understand where, how, and when to reinforce the mission.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

SurveySparrow

OCTOBER 19, 2021

With the whole idea of a workplace evolving over the years, little has remained the same with employees. Employees are now more etched into the dynamics of an organization. This is where employee experience (EX) has taken the center stage. And when they get it right, it heightens the employee experience.

Touchpoint 52

Touchpoint Employee Experience Government Engagement 52

BlueOcean

MAY 5, 2023

You’re looking for a partner who knows how to create a positive employee experience—after all, happy employees make for happy customers. The right partner will be able to articulate their governance structure for creating personalized improvement plans, holding coaches accountable, and measuring for success.

Customer Care 156

Customer Care Contact Center Government Culture 156

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

2023 121

2023 Customer Experience E-support Customers 121

Forrester's Customer Insights

NOVEMBER 22, 2021

The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.

Government 49

Government Management Customer Experience Employee Experience 49

Kayako

FEBRUARY 28, 2019

Employee experience. There is a clear linkage between the employee experience and the customer experience. When employees have a great experience (no, that doesn’t mean ping pong tables and beer Fridays), they are happier and more productive, and they deliver a better customer experience.

Customer Experience 48

Customer Experience Government Competitive Advantage Employee Experience 48

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.”. Tapping into Customer Personas.

2021 177

2021 Customer Experience Contact Center Government 177

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. Established an internal CX council and governance. Get Senior Leadership to Understand Your CX Plans. Develop a CX charter.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

Natalie Petouhof

JUNE 7, 2022

Natalie Petouhoff of Genesys provide guidance for delivering empathetic customer experiences at scale and the requirements necessary to shift from a business-centric to a customer/employee-centric philosophy.

Customer Experience 52

Customer Experience Government Books Touchpoint 52

CloudCherry

NOVEMBER 11, 2019

Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union. Lisa Vander Weide – Enterprise Client Success Lead at Smile.io, whose “empathetic nature” comes through there on the front line, where she’s working directly with customers AND impacting the employee experience.

2019 170

2019 2020 Leadership Consulting 170

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Governance tools and processes to coordinate centrally, along with the project management required to facilitate. Employee experience (EX) is in step with customer experience. If your employees are unhappy, then your customers will be, too. ” Debbie Szumylo, Customer Experience Evangelist, Thomson Reuters.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

CX Journey

FEBRUARY 27, 2015

A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3. Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. Define Your Employee-Centric Culture 7.

Customer Experience 86

Customer Experience Government Customer Centricity Employee Experience 86

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

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders. Ease of Work.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

ShepHyken

AUGUST 21, 2020

Ricardo Saltz Gulko is the Eglobalis managing director , a global strategist, thought leader, CX practitioner, and keynote speaker in the areas of simplification and change, customer experience, experience design, and global professional services.

Customer Experience 246

Customer Experience Culture Government Innovation 246

Forrester's Customer Insights

MARCH 2, 2020

What is the employee experience of a pandemic? Companies are making plans, governments are tracking the spread of the virus, but who is listening to the voice of the employees? What impact are they experiencing because of the coronavirus, even if they aren’t exposed to it? Help us track and share that.

Employee Experience 66

Employee Experience Government Customers 66

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.

Government 98

Government Culture Definition Employee Experience 98

ClearAction

JUNE 29, 2023

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn.

Leadership 62

Leadership ROI 2006 2024 62

Oracle

FEBRUARY 6, 2020

The end result is the opportunity for companies to carve out new and creative ways to build not only a more engaging customer experience, but a better employee experience, by enabling staff to become more human by taking away the pressure for them to act like machines. What’s the story you want to see in your organization?

Customer Experience 75

Customer Experience Government Call Center Healthcare 75

Qualtrics

JUNE 10, 2020

Leading with emotion - a new employee experience. The post Post Office: Going beyond metrics to improve customer and employee experience during the COVID-19 crisis appeared first on Qualtrics. Acting fast to meet new customer expectations requires full buy-in from branch postmasters. Learn More.

Employee Experience 26

Employee Experience Metrics Feedback Customer Expectations 26

Beyond Philosophy

MARCH 2, 2018

Since the announcement on February 1st, there has been much speculation about how Amazon would use the data—and more than a few concerns about employee privacy rights. Employee Experience at Amazon has a bad reputation. as part of the government. As far as the employee experience, it all comes down to feelings.

2018 101

2018 Government Employee Experience 2013 101

Forrester's Customer Insights

MARCH 3, 2022

Governments have more employee data but aren’t translating it into insights or action. That was a key finding in our Forrester report, Government Employee Experience In 2021, in which we describe global government employee experience (EX) trends.

Government 26

Government Insights 2021 Employee Experience 26