Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. Patricia soon realized that there were rules and operations in place which sometimes inhibited employees from being able to serve the customer efficiently. Help the C-Suite Help Employees. CARE (Connect/Acknowledge/Resolve/Empower) at each interaction.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Governance tools and processes to coordinate centrally, along with the project management required to facilitate. Employee experience (EX) is in step with customer experience. “We developed a formal employee experience program, where EX = CX is our motto.” You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

CloudCherry

NOVEMBER 11, 2019

Janet Preteroti – AVP, Member Experience at Clearview Federal Union, and our 1 st place CX Champ (in the category of Practitioner). Janet is all about personal connections, and- according to her nominator, Sandy Michaels, has a “passion for service excellence” that “displays in her every interaction.” Brava, Janet!

2019 170

2019 2020 Leadership Consulting 170

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

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.”. Tapping into Customer Personas.

2021 177

2021 Customer Experience Contact Center Government 177

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. Connect with Shep on LinkedIn.

2024 88

2024 Article Customer Service Government 88

Experience Investigators by 360Connext

JANUARY 10, 2023

You also helped evangelize customer experience throughout the organization – way beyond those who considered themselves in customer-serving roles. You helped other leaders communicate how their team goals were connected to CX success. Now that customer experience is such a big part of the organization, it’s time to set up a team.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

InMoment XI

JULY 12, 2023

Implementing Effective Communication Channels When people connect with your brand, how do they contact you? Effective communication channels are crucial for delivering a positive customer experience. When they do connect through one of your channels, customers should receive prompt and personalized responses whenever possible.

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

Russel Lolacher

MARCH 22, 2021

You have employee experience superpowers and you may not even know it. And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). I’m a super hero nerd. Importance of Engagement.

Engagement 124

Engagement Employee Experience Culture Government 124

Forrester's Customer Insights

SEPTEMBER 1, 2020

Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. But although we’ve published reports on government CX, […]. But although we’ve published reports on government CX, […].

Government 37

Government Employee Experience Connections Customer Experience 37

ShepHyken

AUGUST 11, 2024

My Comment: What happens inside an organization drives the customer experience on the outside. In other words, the EX (employee experience) impacts the CX. When integrating AI, used the right way, the experience is elevated, and BG (Business Growth) becomes possible. Connect with Shep on LinkedIn.

Article 88

Article Customer Service Loyalty Programs 2024 88

Experience Investigators by 360Connext

OCTOBER 13, 2020

CX leaders need to connect with Customer Service to hear directly from customers, understand the trends agents are seeing, and provide proactive solutions for customer complaints. Proactive customer experience means connecting dots throughout the organization and the customer’s journey.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. DiJulius III , Chief Revolution Officer of The DiJulius Group.

Government 97

Government Communication Employee Experience Article 97

Oracle

FEBRUARY 6, 2020

The story connecting the stats. Rather than stealing human jobs , a potential advantage of AI is that it empowers people to do higher-quality work, problem-solve, and create an atmosphere in which employees can take a higher degree of pride in their work. Freeing up people from mundane tasks (50%). Saving companies money (49%).

Customer Experience 75

Customer Experience Government Call Center Healthcare 75

Pink Guava

FEBRUARY 16, 2022

Check your employee pulse Like we can’t lose touch with our customers, staying connected to our workforce is equally important to work through uncertain times. The term VUCA (volatile, Uncertain, Complex, Ambiguous) stands true for all, be it the business market, consumers, or employees.

Leadership 19

Leadership Loyalty Government Metrics 19

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. Governance : Governance is about both oversight and execution.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Qualtrics

JANUARY 29, 2021

2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience with government plays in preserving public health and stabilizing economic and social life.

Government 26

Government 2021 Management 2020 26

Lumoa

JUNE 23, 2021

To win in a diverse market, your customer experience team needs to be able to empathize with the customers they’re trying to help. If they’re able to get on the same page as customers with values and culture, the easier they’ll be able to connect with them on a human level.

Customer Experience 78

Customer Experience Culture Employee Experience Innovation 78

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

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. This provides better governance and less risk.

Culture 59

Culture Employee Experience Insurance Government 59

The DiJulius Group

MARCH 25, 2020

Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage.

Government 60

Government Consulting Article Connections 60

CX University

JULY 9, 2018

Some leaders have so much energy around them that their commitment might not need to be expressed in words (I am thinking about Steve Jobs), but many leaders need to search for an authentic connecting point between themselves and employees. Anderson made an important announcement to employees, which forged that connective tissue.

Leadership 68

Leadership Insurance Engagement 2018 68

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders. Ease of Work.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

Bizagi

APRIL 21, 2020

What is the real outcome for your employees and customers, and how can it help you better govern your organization? Employee experience. From employee onboarding to day-to-day tasks, every process-driven experience can be enhanced with technologies such as digital process automation (DPA) to become more efficient.

Government 52

Government Banking Innovation Technology 52

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. 2018 “Integrator” Rackspace connected disparate ticketing systems via Calabrio ONE’s cloud platform, making any needed system adjustments easy to identify and implement.

Contact Center 61

Contact Center 2018 2019 2017 61

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. focuses employees at all levels on the customer, and 3. ensures that senior leaders set the strategic direction, 2.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Qualtrics

APRIL 6, 2020

In just 3 weeks we’ve seen more than 6,000 organizations launch more than 14,000 projects on our 10 XM Solutions to assist companies, governments, healthcare systems, and educational institutions move forward during this difficult time. Our strategy for keeping connected with volunteers during this time is simple. Learn More.

Connections 42

Connections Events Sports Healthcare 42

CSM Magazine

MAY 22, 2024

Zenerate is the only platform that curates an individual’s learning journey to their personal needs, guides them through life-like immersive practice scenarios, and provides performance insights that certify skill proficiency for delivering superior customer experiences and performance.

Contact Center 52

Contact Center Healthcare Government Download 52

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event in the world, so you won’t be short of things to see. Check out our guide to the must-see sessions for government and public sector organizations at X4. Take a deep dive into XM in government. Take an XM deep-dive into Government and Public Sector. What’s new in XM.

Government 29

Government 2020 Leadership Events 29

Qualtrics

JULY 12, 2021

Here we explore the experience transformations underway at ANZ, Standard Chartered, and bolttech, but be sure to watch the full event for more great examples and stories. Using XM to design and improve the customer and employee experience at ANZ. XM Live: How brands in financial services design and improve experiences.

Financial 26

Financial Employee Experience Insurance Banking 26

Qualtrics

JANUARY 2, 2019

It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. Win: Connected Government Act passes.

Government 20

Government 2018 2019 Customer Experience 20

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

Qualtrics

NOVEMBER 26, 2019

The future of employee experience won’t be siloed within one team. It will be a wider organizational effort including CIOs (experience with IT), CFOs (experience with financial matters) and workplace design teams (experience with physical space). For far too long companies have focused on how much employees put in.

2020 49

2020 Employee Experience Government Feedback 49

CX Journey

JANUARY 31, 2018

Building your business case is not only about the why but also about the what: teach executives who might not understand the connection between focusing on culture, employee experience, and customer experience and increasing revenue and profits. Develop a governance structure. And establish the burning platform.

CEM 65

CEM Management Government Culture 65

Call Experts

MARCH 18, 2021

According to The Economist – Economic Unit, “Employees who believe their workplace effectively uses mobile tech are more creative, satisfied, and productive at work.” Connect your employee directly into your absence tracking and reporting systems via automated phone lines. An attendance tracking platform.

Leadership 75

Leadership Government Document Download 75

CSM Magazine

MAY 30, 2024

Over the past few years, technological advancements have driven seismic shifts in how businesses operate and connect with customers. Retailers can create a positive workplace culture by ensuring employees are well-supported, leading to higher productivity and job satisfaction. Retail is changing at breakneck speed.

Retail 52

Retail Social Media Government 2025 52