CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. focuses employees at all levels on the customer, and 3. focuses employees at all levels on the customer, and 3.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Murphy Fraser – Client Success Manager at Skillshare. Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union. Jeremy Watkin – Manager of Product Marketing at 8X8.

2019 170

2019 2020 Leadership Consulting 170

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. He pledged to keep employment secure through the economic crisis; he also asked employees to help keep the company stable and profitable. The results are inspiring.

Leadership 68

Leadership Insurance Engagement 2018 68

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

Customer Bliss

NOVEMBER 29, 2016

Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – the result is: true paradigm shifts, sustainable change and the achievement of overall business objectives. Leadership engagement.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

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. Hear inspirational stories and thought leadership that will give you plenty to take back to your organization.

Employee Experience 29

Employee Experience 2020 Leadership Events 29

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Ease-of-Work from the viewpoint of employees.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Investments that are directly tied to customer experience might include things like: Customer experience management tools, like customer feedback software or more robust Voice of the Customer (V0C) platforms, Customer Relationship Management (CRM) technology, or investments in customer data centralization.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ClearAction

FEBRUARY 13, 2023

Even the entertainment and end-to-end fan experience are highly coordinated orchestrations. In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. The closer you get to this ratio, the more magnetic your brand becomes for customers, employees, and investors.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

CX Journey

JANUARY 31, 2018

Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Get executive commitment.

CEM 65

CEM Management Government Culture 65

Lumoa

JUNE 23, 2021

Improved employee experience The better the employee experience , the better the customer experience. New and innovative ideas One study showed that companies with more diverse management teams had 19% higher innovation revenues than those with below-average diversity scores.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

CX Journey

FEBRUARY 27, 2015

I''ll take a broader stroke in this post and look at customer experience management overall. Are there more than seven sins in customer experience? If company leadership isn''t on board with focusing on the customer, then forget it; it won''t happen. How do you continue to motivate employees to focus on the customer?

Customer Experience 86

Customer Experience Government Customer Centricity Employee Experience 86

CX Journey

JUNE 17, 2019

I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Employees have to come first.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

Call Experts

MARCH 18, 2021

Your leadership can receive alerts, review, and approve: . employee schedules. employee ID. Let your teams spend time focusing on strategic activities like manager training and employee engagement events. Manage Employees Efficiently When There Is An Absence. PTO requests. time windows. location ID.

Leadership 75

Leadership Government Document Download 75

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

Qualtrics

MAY 2, 2019

In November, Qualtrics’ Women’s Leadership Development (WLD), the employee resource group that helps drive gender parity, announced that the group was going to be involved in the SheTech Explorer Day this April. This session started with us asking the young women what leadership meant to them. Lead Like a Boss.

Leadership 40

Leadership Workshop Events Feedback 40

Qualtrics

FEBRUARY 20, 2020

Get the inside track from innovators at the world’s largest and most disruptive tech, media and telecom brands, industry experts, and the world’s experience management leaders at X4 Summit 2020. World-class thought leadership. Take your XM program to a new level with world-class thought leadership.

2020 32

2020 Government Employee Experience Leadership 32

Experience Investigators by 360Connext

OCTOBER 13, 2020

Because the best journey maps are used to create better experiences, understand specific customer segments, test new products and services, and ultimately deliver more for customers. In a recent roundtable discussion , 25% of customer experience leaders reported challenges keeping journey maps simple enough to manage, maintain, share and use.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

CX Journey

JUNE 17, 2019

” I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Employees have to come first.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. Thanks for that.

Leadership 98

Leadership 2015 Government Books 98

Russel Lolacher

NOVEMBER 28, 2022

He’s a former member of the Leadership Council for Government Social Media and member of the board of directors for the Peninsula Conflict Resolution Centre. Getting buy-in from other senior managers. The power of internal employee clubs and committees. A frequent speaker and writer on engagement. . Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

Think Customers

FEBRUARY 16, 2021

As important as customer experience is, employee experience is equally critical, and automation can benefit the workforce as much as the consumer. Successfully managing and scaling operations across your entire ecosystem drives governance, superior customer experiences and growth.

Customer Journey 52

Customer Journey Contact Center Omnichannel Leadership 52

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. These included getting C-level executive, customer-facing employee, and middle manager buy-in. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical.

Culture 83

Culture 2002 Customer Centricity 2007 83

Qualtrics

DECEMBER 3, 2019

For relocation specialists Altair Global, Experience Management (XM) is the key to creating an effortless journey for their clients, customers and their partners. We caught up with SVP of Customer Experience, Kelly Tepera to find out how the company has re-focused its business on XM. ALL IN’ ON EXPERIENCE MANAGEMENT.

Government 46

Government Feedback Employee Experience Leadership 46

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? Stephanie Cadieux. Can I do that? Can we do this? Would that be okay? Russel Lolacher.

Government 98

Government Culture Definition Employee Experience 98

Beyond Philosophy

OCTOBER 29, 2014

If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I am not judging the Scots by any means.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Qualtrics

DECEMBER 15, 2021

The Presidential Executive Order on customer experience is a major milestone in the movement to bring the power of experience management to focus government policies, programs, and services on the people they are designed to help. Learn more about Qualtrics' solutions for government.

Customer Experience 26

Customer Experience Government Social Media Customer Centricity 26

Qualtrics

FEBRUARY 18, 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 sessions at this year’s X4 for market researchers from the most inspirational stories to the thought leadership that will give you plenty to take back to your organization at the end of the event.

2020 29

2020 Marketing Government Leadership 29

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. Because technology plays such a critical part.

2014 78

2014 Customer Experience Retail Leadership 78

Qualtrics

MARCH 19, 2019

Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. Unfortunately, for federal government agencies, even with Congress, OMB, and the GAO and IGs all calling for agencies to collect more feedback, it’s not necessarily that simple. Governance: get control, improve data quality.

Feedback 22

Feedback Government Webinar Customers 22

Qualtrics

MAY 20, 2019

Asking the service member, asking their families… what’s your experience been like living this life as a military family? That’s what the leadership team at Barksdale Air Force Base in Louisiana wanted to find out, and they chose Qualtrics as the tool to help. What are the things that happen that make you want to stay or leave?

Government 24

Government Multi-Channel Leadership Entertainment 24

ShepHyken

DECEMBER 23, 2022

Mitel’s leadership team sat down and looked into the UC crystal ball. 2023 will be all about customer lifecycle management (CLM). In 2023, we’ll see increased investment in employee education, training, and awareness to actively recruit employees in the fight against bad actors.”. Our prediction?

2023 70

2023 Communication Contact Center Return on Investment 70

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. DiJulius III , Chief Revolution Officer of The DiJulius Group.

Government 120

Government Communication Employee Experience Article 120

CSM Magazine

DECEMBER 28, 2021

To focus on employee engagement, it is important to understand what it is while also considering what it is NOT. For example, an agent may be perfectly satisfied with their schedule, level of pay, their manager and the work they do. Simply put, engagement does not equal satisfaction. What does this mean exactly? How do you do this?

Engagement 59

Engagement Customer Experience Culture Government 59

Enalyzer

MAY 13, 2020

Whether your employees have been working remotely or staying home due to business closure or health concerns, you need to ensure a healthy and safe transition back to the office. In other words, you need to determine when and how you can call back the troops. Are you interested? Our consultants are ready to help you get through this.

Government 98

Government Demo Leadership Books 98

SurveySparrow

DECEMBER 27, 2021

The Chief Human Resources Officer (CHRO) is someone who takes care of all human resource management issues in an organization. CHRO priorities can include anything from upskilling the employees to rewarding the workers. It can be the difference between a happy set of employees and disgruntled ones. Crisis Management.

2022 52

2022 Government Leadership Measurement 52

Bold360

MARCH 16, 2020

This, unfortunately, will become more commonplace as closures will be the result of government intervention and companies wanting to protect their employees and customers. As volume grows across your digital channels it is key to manage the additional strain on your contact center. Other brands, like Nike, have followed suit.

Customer Experience 59

Customer Experience Contact Center Leadership Customers 59