Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . 7 Customer Experience Insights You Can Apply to Your Organization. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

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Leadership Chief Customer Officer Social Media Loyalty 120

Beyond Philosophy

NOVEMBER 3, 2015

I hear him in the back of my head when I am managing my team or presenting to an audience or listening to a client. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. Virgin Shows Links Between Employee Experience and Customer Experience.

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Leadership Banking Employee Experience Loyalty 154

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.

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Employee Experience 2021 Management Culture 59

SurveySparrow

JULY 1, 2022

Companies also struggle with this question, which is why we use leadership competencies to define a good leader. In this article, we will: Talk about 13 leadership competencies divided into 4 areas. Share insights from three experts about the leadership competencies of the future. What is Leadership? ” Randall J.

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Leadership Culture Presentation Sports 52

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization? It just could be that some employees already have these conversations. Engage me to present a One Millimeter Mindset program!

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Leadership Workshop Innovation 2020 86

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. These employees took a stand because of the failure of leadership.

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2009 White Paper 2024 Financial 52

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. Get Senior Leadership to Understand Your CX Plans. He put together a one-page roadmap and brought it to the senior leadership team.

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Leadership Roadmap NPS Employee Experience 157

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. Ian: Welcome back to part two of the CX club video on leadership and how it relates to customer experience.

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Leadership Customer Journey Mapping Customer Experience Fashion 52

Russel Lolacher

APRIL 10, 2022

In this episode of Relationships at Work, host Russel Lolacher talks about how to get leadership to see your value – whether it’s executive or anyone with influence in your organization. We need to talk about how to get leadership to see your value. We need to talk about you, the employee. PLAY AND SUBSCRIBE.

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Leadership Social Media Presentation Culture 52

ShepHyken

MARCH 18, 2024

Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House (The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government.

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2024 Article Customer Service Government 81

Customer Bliss

MARCH 15, 2019

Chelsie talks to me about defining her role as the SVP of Customer Strategy and how she worked with senior leadership and her team of account managers to improve employee experience, create a customer journey map, and understand customer churn. . Present Information to Leadership In A Digestible Format.

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Customer Journey NPS Leadership Customer Journey Mapping 162

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide. Servant Leadership.

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Leadership Engagement Customer Centricity Culture 60

Bold360

FEBRUARY 26, 2020

There were a few key themes that surfaced again and again throughout the conference, during both formal presentations and informal conversations. I touched on many of the findings in my presentation at Pink20, but in case you missed it, here are the key takeaways: 1. Employees want more and better self-service knowledge.

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Employee Experience 2019 Document User Experience 59

Customer Bliss

MAY 10, 2018

Facing challenges from the disruptive nature of the media industry, we talk about how she worked to break down internal silos, improve the digital aspect of the USA Today experience, and improve the employee experience as steps to put the customer at the center of their work. Going Digital and Putting Customers First.

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Customer Experience Leadership Loyalty Programs Loyalty 111

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Prioritize Needs Then Tackle.

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Sports Customer Experience E Commerce Travel 197

Customer Bliss

SEPTEMBER 26, 2019

Ultimately, headcount affects employee experience which affects your customers. These teams thrive when C-suite leadership plays an active role in guiding the build-out of the “beta” versions of these competencies. We typically divide up the leadership team, assigning them by competency.

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Chief Customer Officer Customer Experience Leadership Customers 137

One Millimeter Mindset

FEBRUARY 11, 2021

When you target a cross-functional team leadership trajectory, professional success leverages more than delivering presentations during meetings. Are you delivering jam-packed presentations with more information than people can digest? Engage me to present a One Millimeter Mindset program! Come up for air: breathe.

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Leadership Innovation Presentation Consulting 92

Customer Bliss

SEPTEMBER 5, 2019

When Craig became the Chief Experience Officer, the institution was going through a master planning process. Leadership was thinking about the museum’s role as a community organization and a repository for historical objects in history. There was a need to be experience-focused rather than product-focused.

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Culture Chief Customer Officer Leadership Presentation 131

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?

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Employee Experience 2020 Leadership Events 29

One Millimeter Mindset

FEBRUARY 18, 2021

Are you relying on core capabilities which defined you yesterday to fuel your career and leadership trajectory today and tomorrow? What type of customer and employee experience will you create during your tenure? Engage me to present a One Millimeter Mindset program! Do either of these scenarios describe you?

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Leadership Innovation Presentation Employee Experience 79

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union. Stacey Sherman – Director of Customer Experience & Employee Engagement at Schindler Elevator Coorporation.

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2019 2020 Leadership Consulting 170

Customer Bliss

DECEMBER 4, 2018

I recorded this video just after I finished giving a keynote presentation for an internal service department of an organization. 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience. In fact, the legal department.

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Download Chief Customer Officer Workshop Books 185

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. CX leaders need to present strong business cases for every step of their journey.

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ROI CEM Net Promoter Score Customer Experience 260

One Millimeter Mindset

APRIL 28, 2020

How do you create virtual employee experiences and client experiences? You engage the senses: yours and the other folks attending the virtual presentation. And, perhaps, receiving the recording of that presentation later on. So they turn on their video and become more fully present with everyone on the call.

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Workshop Presentation Communication Leadership 89

Customer Bliss

JULY 13, 2018

The first year as a CCO or CX change agent is a priority year when it comes to understanding your role within the organization, the work that was previously done to manage CX (if any was done at all), and the overall employee experience. Being present really helps foster engagement, especially when it comes to focus groups.

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Telecommunications Chief Customer Officer Presentation NPS 141

BlueOcean

AUGUST 20, 2020

We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. What’s the Employee Experience Really Like?

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Reference Customer Care Culture Leadership 156

One Millimeter Mindset

JANUARY 28, 2021

Engage me to present a One Millimeter Mindset program! Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. Planning your next team, corporate or association meeting? Contact me here.

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Innovation 2021 Leadership Consulting 121

Qualtrics

AUGUST 6, 2021

It’s intuitive, the employee experience is both rapidly changing and hyper-local. In other words, each interaction on a personal level has an impact on whether your current experience is positive or negative. And we provide access to every level of leadership at the same time” Brian explains. Learn More.

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Healthcare Employee Experience Metrics Connections 26

One Millimeter Mindset

APRIL 15, 2021

You and your colleagues are moving forward towards what, continuously, presents as new and next each day. Engage me to present a One Millimeter Mindset program! Babette Ten Haken, Founder & President of One Millimeter Mindset Speaking & Consulting, catalyzes trust-based, purpose-driven, cross-functional leadership.

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Leadership Innovation Consulting Presentation 96

Beyond Philosophy

JANUARY 19, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. I had a terrible presentation to a C-suite for a retail client once. It is not just fringe Internet groups that do this, however.

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Leadership Consulting Presentation Sports 156

ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. Learn More. Learn More.

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Sports 2009 2022 Financial 71

inmoment

JUNE 28, 2019

At Forrester CXNYC, we presented an example of how we are empowering our client Massage Envy to be radically innovative by looking at their brand experience from both a customer experience and employee perspective finding the critical intersections. The Inseparable Relationship Between CX and EX.

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Employee Experience Innovation Connections Technology 40

One Millimeter Mindset

APRIL 24, 2019

Your company story is compelling, at least to the leadership team. However, are your employees as invested in this story as you are? Or, you are part of the leadership team for a small business. Rich company lore often tells multiple stories, depending on where employees sit within the organization. Contact me here.

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E Commerce Leadership Download Employee Experience 76

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. This vision must be shared by your CEO and Senior Leadership Team.

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2023 Customer Experience Chief Customer Officer Fashion 62

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. If they don’t — if daily employee experiences feel misaligned with the company’s Customer Experience Mission — the result is a cynical culture and poor results all around.

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Culture Lifetime Customer Customer Centricity Communication 251

Beyond Philosophy

JUNE 17, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. I had a terrible presentation to a C-suite for a retail client once. It is not just fringe Internet groups that do this, however.

Leadership 120

Leadership Consulting Presentation Sports 120

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.

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