Experience Investigators by 360Connext

JUNE 13, 2023

Where this vital function should sit in their organizational structures is the lingering question of customer experience management. The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO).

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Learning and Development.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

MARCH 8, 2021

But what does that mean? And what’s most important to prioritize in education? Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. What is a learning path? What DOES customer experience mean and why should we care?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Experience Investigators by 360Connext

AUGUST 9, 2022

Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. Put First Things First — Prioritize and achieve your most important goals instead of constantly reacting to urgencies. Why do we need these insights? And if not?

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

SurveySensum

FEBRUARY 29, 2024

This scenario underscores the critical link between employee satisfaction and overall organizational success. And you know what engagement is tied to? Now, what about the other 77%? So, what is the solution here? But first things first – what’s the definition of employee satisfaction? Employee satisfaction!

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. Where does this organizational magic come from? In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. “The

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Experience Investigators by 360Connext

MARCH 23, 2021

We’re asked to spend more time reporting on what’s happened than making things happen. But if you’re not careful, these steps may sabotage customer experience, leading to more customers complaining, leaving, then telling everyone they know why your company (and you) stink! And who can blame you? Never dealing with customers.

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

SurveySensum

JANUARY 30, 2024

That got me thinking – what interview questions really help identify a great CX professional? 15+ Essential Customer Experience Interview Questions to Ask CX Professionals Have a look at some important customer experience manager interview questions to ask a prospective CX Professional during the interview.

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Demo 52

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

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. And trust me, it isn’t just about fixing what’s broken, it’s about fostering a culture that’s inclusive, and downright awesome.

Culture 52

Culture Feedback Employee Experience Demo 52

Daniel Group

NOVEMBER 20, 2023

B2B Industry Culture: What Should You Do for Business Success? Culture is often a puzzling influence on business success. In this blog, I explore B2B industry culture and offer suggestions to improve it. What is B2B Industry Culture? There are many definitions of culture.

Culture 52

Culture B2B 2005 Definition 52

SurveySensum

FEBRUARY 27, 2024

However, employee satisfaction isn’t just about creating happy employees – it encompasses a complex interplay of factors, including job fulfillment, work-life balance, opportunities for growth, recognition, and a supportive company culture. What is Employee Satisfaction? Where would you prefer to work?

Metrics 52

Metrics Culture Demo Healthcare 52

GetFeedback

MAY 5, 2019

Why employee satisfaction matters. Which is why it’s a terrible thing that about half of U.S. Another survey, this time carried out by Udemy found that 42 percent of millennial employees consider learning and development as the most important benefit when deciding where to work. employees are unsatisfied with their jobs.

Net Promoter Score 273

Net Promoter Score Feedback Measurement NPS 273

CloudCherry

MARCH 19, 2018

Why is this important? In any field, there are people who ‘claim’ to be good and then there are those that are actually good. The same holds true for businesses. You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? This is your game-plan.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

delighted

OCTOBER 17, 2023

An employee survey hands the mic to employees and empowers them to share critical feedback as to what’s working – and what isn’t – about their work experience. This feedback then allows you to pinpoint problems, take data-driven action, and make a positive impact on company culture and employee happiness. Why does this matter?

Net Promoter Score 79

Net Promoter Score Culture Feedback Employee Experience 79

Magellan Solutions

MARCH 26, 2024

What to Look For in an SME Customer Service BPO More than the surface, small and medium enterprises need a Business Process Outsourcing partner for customer services. What to Look For in an SME Customer Service BPO More than the surface, small and medium enterprises need a Business Process Outsourcing partner for customer services.

Customer Service 52

Customer Service Multi-Channel E-support E Commerce 52

COPC

MARCH 11, 2024

Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts? Early attrition poses a significant and costly challenge for contact centers. To address this issue, COPC Inc. See here for more information on how to do this.

Call Center 99

Call Center Contact Center Culture Engagement 99

SurveySensum

MARCH 11, 2024

A positive employee environment plays a crucial role in shaping workplace culture, extending beyond mere job satisfaction to foster an atmosphere where individuals feel valued, respected, and integral to the organization’s success. Employee feedback serves as a powerful tool for organizational growth.

Culture 52

Culture Feedback Demo Communication 52

Alida

OCTOBER 17, 2017

This behemoth, complex system is a fundamental cause of why departments don’t talk to each other and why many organizations aren’t agile enough. This behemoth, complex system is a fundamental cause of why departments don’t talk to each other and why many organizations aren’t agile enough.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Experience Investigators by 360Connext

DECEMBER 3, 2019

Be sure to state why learning is important to your customers. In a culture of learning, the message can’t be limited to enforcing individual courses. The more learners understand these bigger concepts, the more they will be willing to invest in their own learning and support the continuous learning culture.

Culture 190

Culture Connections Customers Innovation 190

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. CX and culture are foundational to a positive customer patient experience and their families. Embed the Employee Experience.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

West Monroe

JANUARY 15, 2024

Created with Lunacy Rick Sabatino Rick is a Director in Organizational Change Management at West Monroe. Created with Lunacy Rick Sabatino Rick is a Director in Organizational Change Management at West Monroe. Embracing a culture that permits failure is crucial for innovation in digital transformation.

Technology 52

Technology Customer Centricity Innovation Measurement 52

Think Customers

JUNE 29, 2022

With executives searching for answers, the event focused on providing insight and tactics to help customer experience leaders understand more about what customers and employees want and how to deliver quality interactions in this unique, uncertain climate. Virtual employees go the distance to cultivate culture. Watson agreed.

Culture 59

Culture Roadmap Consumers Events 59

Experience Investigators by 360Connext

NOVEMBER 10, 2020

I asked a few customer experience leaders to share their lessons on what 2020 can teach us. We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Families dealt with loss and illness.

2020 190

2020 Customer Experience Chief Customer Officer Communication 190

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! It’s more than a manifesto and detailed enough to be a handbook, so read on to see why you should pick it up ASAP! Jeanne impresses why this is critical.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Customer Bliss

MARCH 29, 2017

A very simple and unassuming man with great integrity and character, my father, Pasquale Romanella, turned a common phrase into a meaningful life lesson by reiterating to my siblings and I as we were growing up, “It’s what you do when no one is watching that counts.”. Your character and reputation are a direct reflection of your values.

Leadership 208

Leadership Culture Telecommunications Customers 208

SurveySensum

DECEMBER 4, 2023

Many businesses gather feedback but need help figuring out what to do next. That involves: Valuing Customer Input: Everyone in the organization needs to understand the importance of customer feedback at all levels. Ensure that leaders actively participate in and endorse the feedback culture. Well, you are not alone! The result?

Feedback 52

Feedback Social Media Net Promoter Score Culture 52

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Banking 81

Banking Culture Engagement Leadership 81

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 20% Culture. 20% Culture. 50% Process Engineering. 50% Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 20% Culture. 20% Culture. 50% Process Engineering. 50% Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Playvox

JANUARY 30, 2024

What is Gamification? Gamification is a strategy that drives motivation and engagement and creates a culture where employees continuously work to achieve the organization’s business objectives and, in turn, get rewarded and recognized. Why Gamification? Yet managers continue to fall short. fall in the “engaged” category.

Contact Center 79

Contact Center Feedback Culture Engagement 79

Happy or Not

JUNE 13, 2023

Correlation between employee engagement and productivity Research shows that organizations with high employee engagement experience better business outcomes and organizational success. Employee engagement directly impacts performance, influencing an organization’s success and profitability.

Engagement 36

Engagement Culture Customer Satisfaction Innovation 36

Playvox

DECEMBER 16, 2021

That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. Is gamification the right choice for your contact center?

Contact Center 79

Contact Center 2025 Average Handle Time Culture 79

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

What is CX Day? Why do we do this? It could feel lonely to be the one saying “what about the customers?” ” when the company line was “what about the shareholders?” Wanted to improve your brand culture. What a fantastic question — I’m glad you asked! When is CX Day?

2019 146

2019 Social Media Webinar Events 146

COPC

DECEMBER 23, 2022

Leaders will reap the rewards of increased performance and retention by implementing holistic strategies that help employees navigate success and understand the importance of their contribution.  . Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. .

Engagement 89

Engagement Contact Center Culture Feedback 89

delighted

JUNE 24, 2020

To help you get started in mastering your own employee experience, we will break down what employee experience is, why it’s important for customer experience, and how leadership and measurement are necessary to take your employee engagement to the next level. What is employee experience? Is it inviting?

Employee Experience 105

Employee Experience Net Promoter Score Leadership Culture 105

Experience Matters

APRIL 3, 2015

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. To consistently differentiate your customer experience, you need to transform your culture.

Culture 128

Culture Customer Connectedness Airlines Customer Centricity 128