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

JULY 12, 2023

You can also encourage and empower employees to foster a sense of ownership and accountability to resolve any customer issues. The employee experience is an important part of your customer experience strategy that cannot be overlooked!

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

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

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. It has been called The Great Resignation, The Big Quit, and other names to describe what seemed like a mass exodus of employees. That will be a major focus in 2023 (and beyond).

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

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. He has interviewed leaders from some of the most renowned brands in the customer experience industry, such as Chick-fil-A, Zappos, Google, and Disney. of podcasts worldwide.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

eGain Blogs

JULY 27, 2022

Add knowledge management to your recipe for resolving agent experience woes. 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.

Net Promoter Score 52

Net Promoter Score Contact Center Insurance Government 52

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. Get hands on with the technology. 5 experiences that really matter at work. See what’s new in employee experience (EX).

Employee Experience 29

Employee Experience 2020 Leadership Events 29

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.”. You can look to one of our clients in the field of smart technology for a real-life example.

2021 177

2021 Customer Experience Contact Center Government 177

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

According to his Anonymous nominator, Bob “evangelizes, showcases, and educates employees, clients & potential clients about innovations, technologies, and offerings through individual and group presentations,” and our own judges have dubbed him “a protégé” in his program. Now, that’s what we’re talking about!

2019 170

2019 2020 Leadership Consulting 170

Oracle

FEBRUARY 6, 2020

Autonomous technology introduces the ability to create an integrated, whole-human customer experience. With reductions in cost and diminished needs for call centers, for instance, businesses can invest more resources to building out new product lines—and upskilling employees, around the way. Let’s start with the numbers.

Customer Experience 75

Customer Experience Government Call Center Healthcare 75

ShepHyken

AUGUST 21, 2020

You need talent to develop the right kind of experience in order to instigate adoption and deliver a great customer experience. Adapt technologies for human needs and collaborate. The more prepared and highly skilled your talent is, the easier it will be for them to: Process new information. Adopt new behaviors.

Customer Experience 247

Customer Experience Culture Government Innovation 247

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. More recently, utilities have started to look at digital products as an employee experience solution.

Innovation 52

Innovation Financial Roadmap Culture 52

Think Customers

JUNE 1, 2020

During the TTEC on-demand webinar, “ Contact tracing: Why the road to recovery requires people, process and technology ,” experts from TTEC and Pegasystems shared insights about how government agencies are ramping up contact tracing programs with a technology-enabled, empathetic approach. Speed is the name of the game.

Government 52

Government Webinar Roadmap Contact Center 52

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 16, 2022

It is a technology that understands the language of your business and automates workflows and processes in a trustworthy manner that complies with regulations. Then, recognize that the person using the AI technology and the person impacted by it may not be the same person. ” About: Dr.

Healthcare 64

Healthcare 2022 Government Customer Care 64

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

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

West Monroe

APRIL 28, 2022

On the inside, the profile of a bank employee is also evolving. As banks begin to look increasingly like technology companies in order to keep pace and compete with competitors, banks will also need to rethink their talent needs and prioritize digital-forward talent like technologists, data engineers, and non-traditional hires.

Banking 52

Banking Government Financial Technology 52

West Monroe

APRIL 9, 2024

Over the next year, credit unions’ strategy can evolve to provide a member and employee experience of the future—not yesterday—and provide unique values that stand out against community banks, mid-market banks, national players, and fintechs while dealing head-on with the issues impacting them.

2024 52

2024 Banking Financial Consumers 52

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

Bizagi

APRIL 21, 2020

In a similar vein, some see it as embracing new technologies and trends, such as Big Data and Machine Learning for analytics to gain more insight. What is the real outcome for your employees and customers, and how can it help you better govern your organization? Employee experience. Governance & compliance.

Government 52

Government Banking Innovation Technology 52

eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. With knowledge technologies such as AI reasoning, you can do much more. How do you go about doing it?

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

Beyond Philosophy

MARCH 2, 2018

Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve the process for their employees. 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.

2018 101

2018 Government Employee Experience 2013 101

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

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. Get hands on with the technology. Employee engagement in action.

2020 32

2020 Government Employee Experience Leadership 32

Customer Bliss

AUGUST 1, 2017

Prior to joining Aon Tom was employed as a Senior Customer Experience Analyst for Forrester Research during which he worked with client business and technology leaders to develop customer-obsessed strategies to drive business growth.

Customer Experience 0

Customer Experience 2016 B2C Retail 0

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

West Monroe

APRIL 28, 2022

On the inside, the profile of a bank employee is also evolving. As banks begin to look increasingly like technology companies in order to keep pace and compete with competitors, banks will also need to rethink their talent needs and prioritize digital-forward talent like technologists, data engineers, and non-traditional hires.

Banking 40

Banking Government Financial Technology 40

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

COPC

FEBRUARY 15, 2024

 This powerful technology is becoming integral to customer service frameworks, especially in contact center operations. It is transforming key aspects such as employee recruitment, training, empowerment and team performance evaluation. This strategy ultimately leads to a more satisfying customer and employee experience.

Contact Center 52

Contact Center Metrics Definition Call Center 52

CX Accelerator

SEPTEMBER 24, 2019

You’ve probably heard the idea that “most CX comes from great EX” (Employee Experience). At a basic level that means that employees should be having good experiences in their workplace in order for them to want to deliver good experiences for their customers.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

CSM Magazine

JUNE 14, 2022

In fact, 50% of employees felt even more motivated and 46% of job applicants were more satisfied with their work. Technology has a valuable role to play in supporting work-from-home staff. This was especially true for financial and government institutions.

Banking 59

Banking 2021 Roadmap 2022 59

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. The Engager deploys innovative, fresh strategies to engage and retain customers.

Contact Center 61

Contact Center 2018 2019 Innovation 61

Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. How Employee Experience (EX) Impacts Customer Experience (CX). CX is Not Only About Revenue.

Customer Journey Mapping 65

Customer Journey Mapping Webinar ROI Employee Experience 65

Experience Investigators by 360Connext

OCTOBER 13, 2020

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. What about the technology and tools used?

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143