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

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. What’s new in EX?

Employee Experience 29

Employee Experience 2020 Leadership Events 29

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

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

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. This was straightforward, but now unified communications (UC) technology is more than just IP phones and simple features like live chat.

2023 70

2023 Communication Contact Center Return on Investment 70

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. Get hands on with the technology. XM leadership - taking the whole company with you.

2020 32

2020 Government Employee Experience Leadership 32

Think Customers

FEBRUARY 16, 2021

To keep up, companies are scrambling to enable more customer experience channels for sales and service. But simply turning on channels or technology isn’t enough. With all this essential information in hand, learn what tools and technology are needed to fill in gaps to orchestrate and accelerate your future-state CX.

Customer Journey 52

Customer Journey Contact Center Omnichannel Leadership 52

Call Experts

MARCH 18, 2021

Too many organizations use disparate, spreadsheet-based systems for employee time and absence tracking. Many organizations don’t think about attendance tracking technology until it is too late. Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. employee ID.

Leadership 75

Leadership Government Document Download 75

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

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

Experience Investigators by 360Connext

OCTOBER 13, 2020

” Proactive CX: Weaving Customer Service Into the CX Leadership. 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.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

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

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

Qualtrics

DECEMBER 3, 2019

“We started at the beginning and looked to define the core pillars of the experience,” says Kelly. “We We have the corporate client experience of course, and the individual who’s moving, but beyond that we also have the employee experience which is so critical to delivering on our goals.

Government 46

Government Feedback Employee Experience Leadership 46

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

Qualtrics

FEBRUARY 18, 2020

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. World-class thought leadership. Get hands on with the technology. What’s new in XM?

2020 29

2020 Marketing Government Leadership 29

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. First question got asked it can’t get around it, which is what’s your best or worst employee experience? I don’t like that feeling.

Culture 98

Culture Connections Leadership Communication 98

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

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

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. CHROs should proactively seek to use technologies such as artificial intelligence, machine learning, virtual assistants, augmented reality, virtual reality, etc.,

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. A great first step to address is enabling employees to work from anywhere and empowering them to get the information they need.

Customer Experience 59

Customer Experience Contact Center Leadership Customers 59

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

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. What is your company doing to make your frontline employees competent? They’ll tell you.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

Qualtrics

APRIL 6, 2020

In just 3 weeks we’ve seen more than 6,000 organizations launch more than 14,000 projects on our 10 XM Solutions to assist companies, governments, healthcare systems, and educational institutions move forward during this difficult time. It’s not a difficult technology to use - for ourselves or volunteers. Giving everyone a voice.

Connections 42

Connections Events Sports Healthcare 42

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

Qualtrics

FEBRUARY 18, 2020

Check out our guide to the must-see sessions for government and public sector organizations at X4. There are stories of XM in action, thought leadership from the best in the business, and much, much more. Take a deep dive into XM in government. World-class thought leadership. Get hands on with the technology.

Government 29

Government 2020 Leadership Events 29

SurveySparrow

APRIL 24, 2023

9 business competencies that every entrepreneur should have Communication Networking Leadership Sales Feedback Finances Focus Management Mindset #1. Being persuasive is a big part of being a successful entrepreneur, and it’s a skill that cannot be replaced by technology. #2. Why 360 feedback for leadership development?

2023 52

2023 Leadership Feedback Communication 52

Kustomer

SEPTEMBER 17, 2020

And so when it comes to the customer experience and the employee experience, not only is she kind of eat, drink and sleep some of that in practitioner land, but also from a consultant, and now obviously at Gallup helping companies figure out this interesting dynamic between the employee and the customer engagement.

Net Promoter Score 52

Net Promoter Score Hospitality Customers Consulting 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Barry Dalton. Bill Quiseng.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Barry Dalton. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see sessions at this year’s X4 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. World-class thought leadership. Get hands on with the technology. XM leadership - taking the whole company with you.

2020 34

2020 Government Leadership Events 34

Russel Lolacher

OCTOBER 16, 2022

I am going to ask you the same question I asked all my guests, which is, of course, what is the best or worst employee experience you’ve ever had? I’d say the best the best employee experience I ever had, was working at the Victoria Film Festival. Mike, I am not going to treat you any special. Mike Vardy.

Management 98

Management Leadership Books Government 98

Qualtrics

FEBRUARY 18, 2020

There’s stories of XM in action, thought leadership from the education institutes leading the way in XM, and much, much more. World-class thought leadership. Get hands on with the technology. Take your XM program to a new level with world-class thought leadership. XM leadership - taking the whole company with you.

2020 29

2020 Government Leadership Events 29

Qualtrics

JANUARY 7, 2020

A company’s ethics are defined and modeled by leadership, built and amplified through culture.”. In companies with a formal ethics program, 87% of employees who observed misconduct reported it, compared with 32% in businesses without a program. The importance of leadership decision-making. The slippery slope.

2019 26

2019 Leadership Social Media Culture 26

Maz Iqbal

OCTOBER 9, 2014

improvement due to benevolent-enlightened leadership? Here is Nunwood’s take on the situation (bolding is my work): The financial services sector sees the largest improvement in performance … This is in no small part due to the burning platform created by the government, media and regulators. Not technology!

2014 89

2014 Customer Experience 2013 Retail 89

SurveySparrow

JANUARY 2, 2021

Many employees are also comfortable with the idea of working from home, although people do wish that they are given the choice of doing a combination of both working from the office and the home- a hybrid workplace as everyone calls it. Companies should follow all the safety standards that the government and the WHO has announced.

2021 90

2021 Communication 2020 Innovation 90

RapportBoost

DECEMBER 10, 2018

And it just breaks my heart because on the whole, it is not the fault of the technology, it is the fault of the implementations and knowledge, and the culture that underlies in. Are they out on the road? Are they like me?

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40