CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

DECEMBER 15, 2023

Combine this with a customer experience champion program within your organization and watch culture really shift. Connect the employee experience to the customer experience in big ways. See how fun it is to connect the CX dots? of customer experience. Here are 15 ideas to get you started. Dive into dashboard details.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

eglobalis

JANUARY 7, 2025

B2B Example: IBM leveraged empathy workshops with clients to redesign their cloud services. Lets connect, and share your insights! Connect or follow me here: Ricardo Saltz Gulko Happy Belated Christmas, a Merry Hanukkah, and a Marvelous 2025! Id love to hearwhat is your company doing with DT and CX.

B2B 230

B2B Innovation 2025 User Experience 230

CloudCherry

JULY 23, 2019

You’ve completed an energizing workshop and designed a powerful journey map visual. You’ll need to align systems, policies, processes and culture around the needs of customers. Ultimately, you need to connect the high-level journey to the “nuts and bolts” of how things work in your company.

Customer Journey Mapping 236

Customer Journey Mapping Customer Journey Net Promoter Score Workshop 236

Experience Investigators by 360Connext

APRIL 23, 2024

It’s up to CX leaders to clearly communicate about these connections for their organization. Identify and Measure Key Performance Indicators (KPIs) Understanding the connection between CX initiatives and KPIs is crucial. This not only enhances skills but also fosters a culture that prioritizes customer experience.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Customer Bliss

AUGUST 9, 2018

PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world. Drive culture change. Top executives are invited to come into the space and hold meetings and workshops. New way to onboard employees.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

InMoment XI

MAY 23, 2023

Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth. Keep reading for the top takeaways: 3 Key Takeaways From the Presentation: Takeaway #1: Be BOLD Set out to create a customer-obsessed culture, and get there!

Customer Centricity 195

Customer Centricity Workshop Culture Insurance 195

ShepHyken

NOVEMBER 14, 2023

Alignment with Beliefs and Vision (The Culture): While money may be a basic need, the culture of the organization must meet the employee’s needs and what they value. This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Connect with Shep on LinkedIn.

Workshop 156

Workshop Insurance Employee Experience Culture 156

Customer Bliss

DECEMBER 13, 2016

Connect the work to profitability and revenue growth rate. Driving Cultural And Operational Change. Cross-functionally workshopped the actions. If you’re doing everything based on silos, the end experience for your customers (and this applies in B2B and B2C) will suffer. They’ll deflect. Again, all important. (5)

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Cultural differences have made people skills more challenging in this global environment. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog.

Workshop 152

Workshop Customer Service Training Government Blog 152

ShepHyken

SEPTEMBER 10, 2024

When I consult with companies about their customer service or CX culture, one of our discussions revolves around starting with the end in mind. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Employee Experience 148

Employee Experience Workshop Customer Service Training Culture 148

ShepHyken

OCTOBER 10, 2023

If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. The Disney culture is so powerful that people love the company more than a higher paycheck from another employer. Connect with Shep on LinkedIn. How do you define that value?

Workshop 157

Workshop Culture Customer Service Training Employee Experience 157

Experience Investigators by 360Connext

JUNE 23, 2020

When we talk about building a ‘culture of empathy,’ we mean one focused on understanding the experience of others. This culture of active listening also empowered employees to use phrases like “it doesn’t feel like I’m being heard” when active listening wasn’t shown. Misery comparison.

Culture 214

Culture Customers Feedback Workshop 214

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. And then finally, there are the cultural changes and reinforcements required to deliver on the customer experience goals. Workshops and training for both employees in general and for specific groups.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Customer Bliss

JANUARY 10, 2019

His team focuses on how to make personal connections with the customer, using a bit of behavioral psychology to help them understand why this decision is important and ultimately helpful for them. Internally, this process is referred to as creating an EEC: an environmental, emotional connection. Make a Personal Connection.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Create training programs and professional development workshops. Don’t make the corporate brand and the personal brand compete.

Culture 86

Culture Blog Workshop Communication 86

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

Experience Investigators by 360Connext

NOVEMBER 26, 2019

But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity. Finding ways to recognize those superstars who served your customers is a simple but effective way to connect the dots of the actions of your employees and the customer experience. Do this more often!

Customer Focused 208

Customer Focused Customer Centricity Call Center Workshop 208

Customer Bliss

DECEMBER 4, 2018

Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience. Do you trust your partners?

Download 185

Download Chief Customer Officer Workshop Books 185

Experience Investigators by 360Connext

AUGUST 4, 2020

My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals. Photos have certain limitations to consider, because a photo might represent a certain demographic, gender, or cultural representation that isn’t truly representative of the customer. Interview your customers.

Social Media 265

Social Media Customer Journey Customers Feedback 265

ShepHyken

DECEMBER 17, 2024

Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 118

Customer Service Customer Confidence Fashion Workshop 118

ShepHyken

MARCH 12, 2024

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Workshop 158

Workshop Advertising Customer Service Training Books 158

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. Internal service teams and external customer facing teams working together in a culture where everyone is stepping up together. Companies Face a New Connected Mandate. Technology Sets New Benchmarks for Innovation.

Connections 67

Connections Insights Culture B2C 67

ShepHyken

JULY 8, 2024

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sports 149

Sports Workshop Customer Service Training Customer Service 149

Beyond Philosophy

JULY 17, 2017

Some companies get it and they’re creating an emotional connection that brings them loyal fans. To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion. But many others look to technology.

Technology 132

Technology Touchpoint Workshop Books 132

ShepHyken

JULY 15, 2022

And as a result, we’ve become addicted to the on-demand whatever-you-want immediacy, the ridiculously easy swipe-and-receive culture, plus the reassurance that comes with no-hassle returns. Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable.

Workshop 138

Workshop Social Media 2022 Article 138

CX Accelerator

AUGUST 1, 2018

We hosted a photography workshop , and it was a huge hit. Jenny Foster a culture of mindfulness by offering daily, weekly or monthly guided meditations that you’ll do in a quiet area of the office, as a team. Sensitivity must also be applied, as physical health and mental health are directly connected.

Contact Center 182

Contact Center Workshop Culture Healthcare 182

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. ” This idea of customer-centric culture is more than an idea. Book A Customer Journey Mapping Workshop Train your leaders to bring the power of holistic journey mapping to their teams. Once upon a time, there was a leader. Or maybe he was the CEO. Lead by example.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Michel Falcon Experience

SEPTEMBER 3, 2019

We hired someone who spoils our company culture. This indicates that not only are toxic employees hurting the company culture, but they are also negatively impacting financial results. We don’t have guardrails in place to ensure that cultural misfits and toxic employees don’t even get a chance to join our companies.

Culture 131

Culture Hospitality Document Workshop 131

Michel Falcon Experience

JANUARY 10, 2019

Before we get into the 5 Customer Service Skills, make sure to connect with me on LinkedIn and let me know which Customer Service Skill you like the most – I’d be happy to answer any further questions you may have after reading the article! Have fostered a company culture where we promote new ideas. Not all, but many do!

2019 151

2019 Customer Service Workshop Wireless 151

Centercode

FEBRUARY 27, 2020

In connection to this, half also reported challenges when it comes to tester communication. It’s crucial for developing your testing culture, setting confidentiality expectations , educating your testers on how to participate in your test, directing them to the product areas where you need feedback, and much more.

Workshop 64

Workshop Communication Engagement Feedback 64

Customer Bliss

MAY 31, 2018

The pillars he created were: strategy, customer understanding, design, KPI, governance, and culture/people engagement. During this time, Antonio and his team crafted internal seminars and workshops based on 3 messages : What is customer experience? Get a Real-Time View of Customer Chats and E-mails. Why is it important?

B2B 107

B2B Seminar Leadership Workshop 107

Experience Investigators by 360Connext

OCTOBER 8, 2024

We also have fun comparing everyday items like the cult-favorite Scrub Daddy to traditional brands, showing how consumer culture influences even the most mundane products. Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences.

2024 143

2024 Magazine Entertainment Workshop 143

Michel Falcon Experience

JANUARY 3, 2020

Continuously provide superior customer service skills education/workshops to ALL employees. But, for me, that’s not an authentic People-First Culture business. They pay lip service to be a People-First Culture leader. Are you interested in improving your company culture, employee engagement, and customer experience?

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

OCTOBER 1, 2024

This is a celebration where every employee writes a personal compliment for a colleague, fostering a culture of appreciation and connection throughout the company. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

2024 95

2024 Customer Service Workshop Customer Service Training 95

ShepHyken

MARCH 26, 2024

When I’m invited to speak to a group of business leaders as the keynote speaker, I often share my Six Simple Steps to Building a Customer-Focused Culture. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. There’s a difference!

Entertainment 95

Entertainment Sports 2024 Workshop 95

Experience Investigators by 360Connext

OCTOBER 2, 2024

They may have deep connections with specific teams or buy-in from individual leaders, but they need the full team’s support to truly thrive. Connect the dots from customer experience to business results, embedding CX within each department’s strategies and goals. Alignment with company values and culture. Measurement.

Consulting 143

Consulting Customer Experience Leadership Customers 143