SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience 2021 Management Culture 59

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Employee experience (EX) is customer experience!".

Books 266

Books Return on Investment Magazine Culture 266

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

APRIL 23, 2024

Speaking of data…any type of business strategy requires incorporating key data and analysis to get to the insights, improvements, and priorities in a plan. CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

InMoment XI

DECEMBER 21, 2021

You cannot create, or sustain, customer loyalty behavior without committed employees. More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

InMoment XI

AUGUST 25, 2023

You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership. The right CX platform should empower teams with immediate, actionable insights. What is your budget, and how does this vendor align with it?

ROI 260

ROI Net Promoter Score Webinar Financial 260

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Employee experience (EX) is customer experience!".

Books 182

Books Return on Investment Magazine Culture 182

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Net Promoter Score Culture Technology 52

Thematic

MARCH 27, 2024

Theresa Malloy, Watercare’s Insights Lead, shared how they overcame this engagement challenge.  A From the outset, they decided to use AI to mine the feedback data for insights.  Over the storm period, the insights team could see that detractors were on the increase and customers were unhappy about the wait times.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Practice mindful leadership. “Leadership matters. It’s how you show up.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

One Millimeter Mindset

FEBRUARY 11, 2021

If so, you may fall short of creating opportunities to impact, engage, inspire, take action, and innovate. When you target a cross-functional team leadership trajectory, professional success leverages more than delivering presentations during meetings. Are you busy delivering non-stop, one-way output to your team?

Leadership 92

Leadership Innovation Presentation Consulting 92

Customer Bliss

SEPTEMBER 25, 2020

We discussed the effects that an increase in technological use has on companies, their employees, and the customers they serve. Here are insights from Brian on what he calls, “ the novel economy: ” “The novel economy is something that was born at Salesforce. briansolis #leadership #innovation Click To Tweet.

Sports 160

Sports Leadership Innovation 2020 160

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

One Millimeter Mindset

DECEMBER 8, 2020

Consequently each meeting becomes a turf war rather than a collaborative and innovative exchange. Consequently, this team persona leaves little opportunity for collaboration and innovation. Chances are, everyone seated around your business table has significant insights to contribute. As a result, nothing gets done.

2021 115

2021 Innovation Workshop Leadership 115

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Customer Feedback and Insights. Innovations and Forecasting. Keep your Customer Experience Mission Statement top-of-mind by including this statement as part of the template for the meeting agenda. .

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Webinar 52

Webinar Technology Customer Service Magazine 52

PeopleMetrics

JUNE 16, 2015

90% of participants agree that customer experience (CX) is a stated strategic imperative, yet just 1 in 2 have an established budget for improving customer experience. All Repair, No Innovation". 7 in 10 say that the company shares customer feedback with employees. Members of your leadership team are likely no exception.

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management. Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

One Millimeter Mindset

APRIL 15, 2021

Post pandemic professional innovation requires you to push yourself to make necessary hard calls. That insight is when you first decide to push yourself into the professional unknown. Deciding on that first push forward is the hardest call you make.

Leadership 96

Leadership Innovation Consulting Presentation 96

One Millimeter Mindset

FEBRUARY 16, 2021

When you choose to leverage your professional artistry – your knowledge and insights – more accessibly, you can affect change as well. Begin each day by asking yourself these two questions as keys to more valuable and innovation professional opportunities. One millimeter at a time.

Touchpoint 90

Touchpoint Innovation Leadership Communication 90

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. Our proprietary approach goes beyond data analysis to build businesses from the insight out.

2003 98

2003 Consulting Innovation Leadership 98

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Employee Experience Demo 52

One Millimeter Mindset

JANUARY 26, 2021

In working with leaders and teams on professional innovation and strategic business and human capital value, I spend a lot of time observing teams. Wrestling with how to collaborate more innovatively with colleagues and clients? Finally, silence is golden. To get to where you really need to go. One millimeter at a time.

Leadership 84

Leadership Innovation Definition Consulting 84

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership! Gratitude generates gratitude.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

Qualtrics

OCTOBER 21, 2021

Couldn’t attend our XM Innovation Event? From innovations to ideas and insights, here are 10 key takeaways you should know about. And as a result, every organization in the world is going through an experience transformation. Getting the experience right matters now, more than ever.

Events 26

Events Innovation Sports Leadership 26

One Millimeter Mindset

DECEMBER 24, 2020

How will you incorporate your experiences and insights into the value of your professional story, moving forward? Babette Ten Haken leverages purpose-driven storytelling for professional innovation, cross-functional leadership and trust-based client retention. Wishing you 2020 Holiday and 2021 New Year Hope and Purpose.

2021 121

2021 2020 Leadership Definition 121

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

One Millimeter Mindset

SEPTEMBER 3, 2020

Often, the insights and input reflected by a team’s professional diversity become mission-critical. Or have practical and historical insights to not only reduce costs, but also to introduce innovations. Because creating enduring client-focused outcomes leverages not only how well you meet today’s needs.

Workshop 118

Workshop Leadership Innovation Presentation 118

One Millimeter Mindset

JANUARY 21, 2021

When I work with individuals and teams to build their cross-functional leadership skills, we address everything of value which is overlooked in “doing” their jobs. Contact me here to discover how to build your cross-functional networking and leadership skills. All of the people who touch that project.

Leadership 81

Leadership Return on Investment Workshop Innovation 81

Beyond Philosophy

JANUARY 24, 2018

CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. 4) There is little recognition that employees, like customers, have a defined life cycle.

Consulting 100

Consulting Employee Experience Leadership Culture 100

Playvox

FEBRUARY 27, 2024

The Future of Workforce Engagement: AI is the New Black Generative AI and machine learning provide companies with the ability to analyze vast amounts of data and generate insights, allowing them to make data-driven decisions that align with their strategic objectives. Here are some tips to get started.

Engagement 73

Engagement Contact Center Culture Metrics 73

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To be more innovative, you need diversity of thought. It’s so much more than gender diversity: it includes cultural background, work experience, race, age, and more.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

BlueOcean

DECEMBER 13, 2022

Will you have senior leadership involved in your account? Can they provide insight and thought leadership on the operations and tech fronts to help you make decisions that will impact your members? How do they engage with their agents and tap into frontline insight that can build a business case for change?

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Used the right way, it may even help you create more tailored and personalized customer experiences! Does no one want to see change?

Article 58

Article Customer Service 2023 Loyalty Programs 58

Magellan Solutions

JANUARY 17, 2024

Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture. We will help you understand your current culture and foster inspiring leadership. Assess the Current Culture Employee surveys are crucial for assessing your company’s culture and alignment with your values and mission.

Culture 52

Culture Leadership Feedback Social Media 52

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. And while you’ll have to read the book to get the full picture (yep that was a plug), below is a synopsis of some of the insights and conclusions.

Books 52

Books Employee Experience Leadership 2021 52

Beyond Philosophy

AUGUST 9, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Through such programs, employees can offer ideas for improving the customer experience, co-create, offer perspectives on the ideas of others, and help track these ideas from the first spark to final implementation. Michael Lowenstein, Ph.D.,

Connections 60

Connections Insights Social Media Banking 60