InMoment XI

MAY 4, 2022

Measure the Right Things. Strict time limits or quotas may discourage talented employees from taking on difficult tasks. 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.”.

Loyalty 580

Loyalty 2011 Call Center Leadership 580

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

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

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

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Governance tools and processes to coordinate centrally, along with the project management required to facilitate. Here are a few leading measurements to try. Customer experience is about a whole ecosystem of strategy, discipline and measurement. Employee experience (EX) is in step with customer experience.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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 120

2023 Customer Experience E-support Customers 120

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

ShepHyken

AUGUST 21, 2020

In the past, the motivation was more value, better experiences, and revenue generation. Employees, partners, and customers expect more from the organizations they support and interact with. Now, this old model is showing its age in many industries!

Customer Experience 247

Customer Experience Culture Government Innovation 247

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

Lumoa

JUNE 23, 2021

Improved employee experience The better the employee experience , the better the customer experience. How to create a diverse customer experience team When it comes to creating diversity in customer experience, good intentions are a start but implementation and accountability matter more.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

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

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

Customer Bliss

NOVEMBER 29, 2016

Metrics measurement improvement. Employee improvement and employee experience. Accountability and governance in place. This is consistent, ongoing, and needs to be iterated. . Implementation of improvement efforts. Communication. Embed methodology for cross company improvement efforts. Leadership engagement.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

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. How will you measure success?

Customer Experience 86

Customer Experience Government Customer Centricity Employee Experience 86

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

COPC

FEBRUARY 15, 2024

This strategy ultimately leads to a more satisfying customer and employee experience. AI and Current Exhibit 1 Metrics – AI deployed into the performance of Key Customer Related processes (KCRPs) is measured in service, efficiency, sales and quality. What happens when AI is supposed to assess itself?

Contact Center 52

Contact Center Metrics Definition Call Center 52

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. But customer safety has gone beyond the branch. Access complimentary Qualtrics solutions to help your business.

Employee Experience 26

Employee Experience Metrics Feedback Customer Expectations 26

West Monroe

FEBRUARY 19, 2024

More recently, utilities have started to look at digital products as an employee experience solution. A common first use case for enhanced digital employee experience has been the development of a new employee portal that is driven by more automation and self-service.

Innovation 52

Innovation Financial Roadmap Culture 52

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

ReviewTrackers

MAY 8, 2017

Session topics include how to make the most of customer feedback , the different elements of ROI, employee engagement, the continued role of NPS in measuring customer satisfaction, agile operations, and in-depth measurement and insight, among others. Interactive Customer Experience (ICX) Summit.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

CSM Magazine

DECEMBER 28, 2021

The challenge becomes understanding if employees are in fact engaged. Employee surveys can provide a quantified measure of employee engagement. Intangible characteristics provide an even better measure of engagement. Engaged employees want to feel part of something. How do you do this?

Engagement 59

Engagement Customer Experience Culture Government 59

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. Don’t measure. Closing the loop: Solve employee issues in the moments that matter most.

2020 32

2020 Government Employee Experience Leadership 32

Beyond Philosophy

JANUARY 16, 2018

To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ 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

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

CX University

JULY 9, 2018

Customer Experience consultants have seen the same pattern elsewhere. 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.

Leadership 68

Leadership Insurance Engagement 2018 68

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

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

ShepHyken

DECEMBER 23, 2022

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. With so many choices regarding communications technologies and deployment options, organizations want more than just a provider.

2023 70

2023 Communication Contact Center Return on Investment 70

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

COPC

NOVEMBER 5, 2021

Plus, they can potentially convert and retain their organization’s customers if they have a positive experience. When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance.

Contact Center 52

Contact Center Workshop White Paper 2021 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

West Monroe

APRIL 28, 2022

Organizational design addresses re-alignment and optimization of responsibilities across roles while prioritizing employee performance, experience, and efficiency. Governance and continuous improvement. ” Being digital is more than taking individual actions when it comes to digital capabilities.

Banking 40

Banking Government Financial Technology 40

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? Want expert help?

Government 24

Government Multi-Channel Leadership Entertainment 24

Qualtrics

FEBRUARY 18, 2020

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? When XM is truly embedded across an organization, you need a governance structure to manage it.

2020 29

2020 Marketing Government Leadership 29

SurveySparrow

DECEMBER 27, 2021

Improving operational excellence is going to be a critical measurement of success in 2022 as well. How will the performance of employees be measured and how will they be rewarded? Human capital measurement and governance. These are considered CHRO priorities too and they should take a look at it.

2022 52

2022 Government Leadership Measurement 52

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