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

Qualtrics

JULY 12, 2021

To help financial service providers adapt and succeed in these new environments, at XM Live: Experience Transformation in the FSI Industry Qualtrics brought together leading brands across APAC to explore how they are using experience management (XM) to design and improve the customer, employee, brand, and product experiences they deliver.

Financial 26

Financial Employee Experience Insurance Banking 26

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

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

ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. In the past, the motivation was more value, better experiences, and revenue generation.

Customer Experience 247

Customer Experience Culture Government Innovation 247

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 123

2023 Customer Experience E-support Customers 123

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. Communicate. Communicate.

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. at the highest to 5.5%

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

COPC

FEBRUARY 15, 2024

It is transforming key aspects such as employee recruitment, training, empowerment and team performance evaluation. AI is enhancing customer service by broadening and refining the use of bots for quicker resolutions, dealing with issues once managed solely by humans.

Contact Center 52

Contact Center Metrics Definition Call Center 52

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

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. Grid modernization solutions like Advanced Digital Management Systems (ADMS) or Advanced Metering Infrastructure (AMI) are well-known examples.

Innovation 52

Innovation Financial Roadmap Culture 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

Customer experience is unintentionally demoted to reactive measures, and before long there’s very little proactive about it. Is your organization guilty of reactive customer experience? Examples of Reactive Customer Experience… And How to be Proactive Instead. Watching numbers can be addictive.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

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

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. Metrics measurement improvement.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Beyond Philosophy

MAY 25, 2016

Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month. The federal government pressured both sides to return to the negotiating table in Washington D.C. Employees are people, and people are emotional. What do you think?

Engagement 113

Engagement Wireless Call Center Culture 113

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? A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3. How do you continue to motivate employees to focus on the customer?

Customer Experience 86

Customer Experience Government Customer Centricity Employee Experience 86

Qualtrics

JUNE 10, 2020

We saw customers praising any safety measures taken by branches, like wiping down PIN pads regularly - so that’s something we’ve encouraged other branches to do.” Leading with emotion - a new employee experience. Forget the numbers’ was the instruction sent out to postmasters and area managers. Going beyond metrics.

Employee Experience 26

Employee Experience Metrics Feedback Customer Expectations 26

Qualtrics

DECEMBER 9, 2020

Over the last decade businesses and governments have introduced tools and initiatives that have established customer experience (CX) capabilities within their organization, such as voice of the customer programs and journey mapping. Modern XM is about moving from measurement to action.

Competitive Advantage 32

Competitive Advantage Brands Government Financial 32

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. The challenge becomes understanding if employees are in fact engaged. How do you do this?

Engagement 59

Engagement Customer Experience Culture Government 59

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. Interactive Customer Experience (ICX) Summit.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

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. Join Juliana Holterhaus to explore 5 things any business can do to make digital a breakthrough experience. Don’t measure.

2020 32

2020 Government Employee Experience Leadership 32

COPC

NOVEMBER 5, 2021

has seen our client’s experience. These are: Formalizing work-from-home (WFH) requirements and management. Plus, they can potentially convert and retain their organization’s customers if they have a positive experience. Virtual hiring, training, onboarding and employee experience obstacles.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Beyond Philosophy

JANUARY 16, 2018

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. My paradigm example is, or was, MBNA America.

Culture 83

Culture 2002 Customer Centricity 2007 83

West Monroe

APRIL 28, 2022

Products and services: Product and service catalog, as well as governance and management of product lifecycle. Governance and continuous improvement: Operational KPIs plus customer and employee experience used to measure and drive performance. Governance and continuous improvement.

Banking 52

Banking Government Financial Technology 52

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. Success in training is measured by participation, not by a real increase in skills.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. That’s why we launched our customer awards program in 2017: to recognize high-achieving companies using Calabrio ONE to drive innovation in the contact center and beyond.

Contact Center 61

Contact Center 2018 2019 Innovation 61

CX University

JULY 9, 2018

Some of the world’s most profitable, fastest growing companies are experimenting with holacracy and other self-organizing modes of governance , which decentralize authority and deliver real responsibility to middle managers and customer-facing workers. Driving Employee Retention at the Point of Influence – USAA.

Leadership 68

Leadership Insurance Engagement 2018 68

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

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. Governance : Governance is about both oversight and execution.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

ShepHyken

DECEMBER 23, 2022

2023 will be all about customer lifecycle management (CLM). UC vendors and channel partners will need to fully embrace CLM as organizations seek guidance on the right communications solution that delivers long-term value for both the customer and employee experience. Our prediction?

2023 70

2023 Communication Contact Center Return on Investment 70

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Join Juliana Holterhaus to explore 5 things any business can do to make digital a breakthrough experience. Don’t measure. Or do you want to really deliver breakthrough experiences for your customers and employees?

2020 29

2020 Marketing Government Leadership 29

West Monroe

APRIL 28, 2022

Levers to address when considering transformative change through process enhancements include: reducing manual processes via Robotic Process Automation (RPA), increasing efficiencies via implementation of self-service capabilities, and improving resource utilization via capacity-management tools. Governance and continuous improvement.

Banking 40

Banking Government Financial Technology 40

Enalyzer

MAY 13, 2020

We have developed a pulse survey solution that helps HR, IT, Operations, and Leadership teams address each employee’s unique needs and concerns to make a safe and positive transition back. They allow for a proactive system that adapts to your employees and their experiences. The Return to Work Pulse Solution.

Government 98

Government Demo Leadership Books 98

Qualtrics

MAY 20, 2019

Measuring On-Base “Health”. Problems: Too few measures and too few responses. But when it came to on-base measurement, fewer than 10 percent of target audiences were responding to existing email and paper surveys. And then, for the military base commanders, what can you do about it?

Government 24

Government Multi-Channel Leadership Entertainment 24

Qualtrics

JUNE 24, 2020

Regardless of the date people return, businesses need to implement a range of measures and protocols prioritizing the safety and wellbeing of their teams. The Qualtrics research identified three pillars employees want to see action around. Assurance from authorities. Safety policies.

Sports 26

Sports Government Transportation Events 26

SurveySparrow

OCTOBER 16, 2021

To measure organizational performance, one of the crucial aspects considered is employee performance. Companies have been using different touchpoint meetings to track employees’ productivity in the form of yearly, mid-year, or quarterly performance reviews. That’s why Busy managers are always up for it!

2016 52

2016 Interaction Culture Government 52

Enalyzer

MAY 13, 2020

We have developed a pulse survey solution that helps HR, IT, Operations, and Leadership teams address each employee’s unique needs and concerns to make a safe and positive transition back. They allow for a proactive system that adapts to your employees and their experiences. The Return to Work Pulse Solution.

Government 52

Government Demo Leadership Books 52