Experience Investigators by 360Connext

JANUARY 27, 2017

Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is. And innovation is one […]. appeared first on Customer Experience Consulting.

Engagement 181

Engagement Consulting Innovation Employee Experience 181

ShepHyken

NOVEMBER 3, 2024

Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes. In this article, the focus on creating a better EX is by using technology.

Article 70

Article 2024 Customer Service Loyalty Programs 70

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? 3 Ways to Avoid Professional Complacency in 2021.

Innovation 120

Innovation 2021 Leadership Consulting 120

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. You cannot create, or sustain, customer loyalty behavior without committed employees.

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

TechSee

NOVEMBER 10, 2020

For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. The discussion around how to reduce customer service costs is not a new one. Eliminate evening and weekend hours? Limit call times to 3 minutes each?

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

InMoment XI

DECEMBER 1, 2022

References appreciate that not everything is “tool driven;” instead, the vendor provides strategic guidance, helping them innovate their approach to surveys or embrace new forms of feedback. InMoment is currently improving experiences with: 90% of the world’s leading automotive brands 8/10 of leading banks 4/5 of the top insurers.

Automotive 370

Automotive Return on Investment ROI Reference 370

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CSM Magazine

OCTOBER 30, 2024

Freshworks has introduced the Freddy AI Agent, aimed at enhancing customer and employee experiences by resolving service requests. Freddy AI Agent is a game-changer for organizations looking to accelerate customer service and employee service, fast.

2028 52

2028 Innovation Banking Document 52

TechSee

MARCH 7, 2023

Dr. Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

2023 207

2023 Contact Center Leadership Hospitality 207

Beyond Philosophy

SEPTEMBER 11, 2014

One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. Blogs Employee Experience'

Banking 138

Banking Culture CEM 2003 138

CloudCherry

NOVEMBER 11, 2019

According to his Anonymous nominator, Bob “evangelizes, showcases, and educates employees, clients & potential clients about innovations, technologies, and offerings through individual and group presentations,” and our own judges have dubbed him “a protégé” in his program. Now, that’s what we’re talking about! We’ll toast to that!

2019 170

2019 2020 Leadership Consulting 170

Experience Investigators by 360Connext

JANUARY 7, 2025

Invest in CX education for employees so it becomes a priority for everyone from their very first interview to onboarding and beyond. Prioritize a great employee experience so everyone feels empowered to share feedback and explain what hurdles they face in supporting the customer experience mission.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. It is essential to focus on employee satisfaction. . Employee experiences are connected to customer experiences.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. They innovate.

2016 120

2016 Leadership Employee Experience 2017 120

Beyond Philosophy

JANUARY 24, 2018

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. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Consulting 100

Consulting Employee Experience Leadership Culture 100

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Annette Franz – Customer Experience Consultant, Keynote Speaker, Author .

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Customer Bliss

AUGUST 23, 2016

Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Continuous enhancement teams: Place these throughout the org to identify different opportunities for enhancing both the (a) customer and (b) employee experience. That’s human nature.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Customer Bliss

AUGUST 8, 2019

Watch my video interview with Horst and learn how to be a leader that sets the vision and the standards: 3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze. Kaleidoscope Delivering Innovative Service That Sparkles by Chip R. Author, keynote speaker, and consultant, Chip R.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Dissatisfied employees were more than 2.5

Article 108

Article 2021 Customer Service Contact Center 108

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. As Real joins Strativity, founder Lior Arussy will remain an advisor to the business.

2003 98

2003 Consulting Leadership Innovation 98

Inbenta

NOVEMBER 23, 2024

This article explores how responsible AI integration can create jobs, enhance roles, improve security, and drive innovation while addressing common concerns about cost, knowledge gaps, and trust. AI promises to solve complex problems, improve productivity, and fuel innovations that once seemed impossible. Have questions?

Demo 52

Demo ROI Innovation Books 52

Beyond Philosophy

MAY 25, 2022

Here are a few key moments in the discussion: 05:41 Goodmanson explains which parts of the employee experience of the contact center employee are broken and why. 18:48 Goodmanson describes how software innovation will alleviate some of the stresses and pain points associated with a call center employee’s daily work.

Contact Center 148

Contact Center Interaction Consulting Call Center 148

One Millimeter Mindset

APRIL 15, 2021

Post pandemic professional innovation requires you to push yourself to make necessary hard calls. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 96

Leadership Innovation Consulting Presentation 96

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Blogs Employee Experience' Those question are: 1) Really?

Engagement 104

Engagement 2006 Customer Experience 2012 104

Experience Investigators by 360Connext

JUNE 30, 2020

Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Innovation has been accelerating in customer experience for the last several years. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JUNE 30, 2020

Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Innovation has been accelerating in customer experience for the last several years. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. …And more.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Leadership 143

Beyond Philosophy

NOVEMBER 14, 2017

In the same post, Colin acknowledged the value of employee ambassadorship and the direct connection between employee experience and customer experience. This is what I’ve often described as embedding employee ambassadorship in the enterprise DNA, and connecting the employee experience with the customer experience.

Airlines 87

Airlines Culture Consulting 2018 87

Beyond Philosophy

OCTOBER 8, 2014

According to recode.net , this means that they are no longer considered an innovator. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. It will attract more talent to PayPal’s team.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

One Millimeter Mindset

FEBRUARY 11, 2021

If so, you may fall short of creating opportunities to impact, engage, inspire, take action, and innovate. Finally, instead of being busy delivering and lecturing, make intentionally innovative choices to change the impact of your delivery. Are you busy delivering non-stop, one-way output to your team? For all the right reasons.

Leadership 92

Leadership Innovation Presentation Consulting 92

One Millimeter Mindset

FEBRUARY 18, 2021

What type of customer and employee experience will you create during your tenure? Over time, your resume chronology reinforces that you have held a number of similar positions as a retained and productive employee. What additional value can you co-create together, to keep each other challenged, interested, and innovative?

Leadership 79

Leadership Innovation Presentation Employee Experience 79

One Millimeter Mindset

FEBRUARY 16, 2021

Begin each day by asking yourself these two questions as keys to more valuable and innovation professional opportunities. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Touchpoint 90

Touchpoint Innovation Leadership Communication 90

One Millimeter Mindset

FEBRUARY 4, 2021

If you are lucky, they tell you the real issue behind their No: “Why didn’t you consult with me in the first place?” Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 81

Leadership Workshop Innovation Consulting 81

SurveySensum

NOVEMBER 7, 2024

Let’s dive into the depth of each tool and analyze their key features, and other offerings to better manage and improve customer experience. The tool provides 360-degree feedback management by providing solutions to improve their customer experience, employee experience, and product experience – all in one platform.

Feedback 52

Feedback Multi-Channel Consulting NPS 52

One Millimeter Mindset

APRIL 13, 2021

I consulted with one small business team whose CEO insisted on being part of every meeting. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 82

Leadership Consulting Innovation Presentation 82