CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture 2019 Contact Center Leadership 244

InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees.

B2C 397

B2C Employee Experience Culture B2B 397

InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement.

Apparel 372

Apparel Employee Experience NPS Feedback 372

Beyond Philosophy

AUGUST 25, 2015

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. After a less than insightful review, most employees might sigh as well.

Employee Experience 167

Employee Experience Books Culture Reference 167

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

InMoment XI

OCTOBER 20, 2022

. #2: Create a Culture of Customer-Centricity by Adopting a Customer-First Mindset. EMEA customer experience experts from Brakes, Solus, BD Medical, and NatWest all noted the importance of building an internal culture within your company to educate your employees on the importance of putting the customer first.

Customer Experience 397

Customer Experience Culture Workshop Events 397

InMoment XI

AUGUST 17, 2023

Get Customer Feedback: By capturing feedback on the customer service experience, companies can gain insights into their strengths and weaknesses, enabling them to make targeted improvements and enhance overall customer satisfaction.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

InMoment XI

OCTOBER 5, 2023

Improve Contact Center Experience Step #2: Explore Customer Issues to Create Self-Serve Content Utilizing customer feedback to guide them toward solutions is a valuable practice, but it’s only one part of the equation. Improve Contact Center Experience Step #4: Data Is a Gold Mine Your brand generates mountains of data every day.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

eglobalis

SEPTEMBER 16, 2024

This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels. At the local level , mapping the customer journey requires gathering insights directly from local teams.

B2B 329

B2B Customer Experience Customer Centricity Omnichannel 329

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000. " Really?

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Employee Experience. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. It is impossible to design an experience for people if you have no idea about their needs, wants, expectations, behaviors, and pain points.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

JULY 12, 2022

There’s no one specific type of information, insight, or data that supports frontline employees across all industries, but there are several high-level principles that brands can bear in mind when determining what those employees need to know. This strengthens brand connection and creates a customer-centric culture.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1].

Employee Experience 105

Employee Experience Net Promoter Score Leadership Culture 105

Experience Investigators by 360Connext

AUGUST 27, 2019

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to learn… Digital Transformation!

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

CX Accelerator

OCTOBER 7, 2019

How will you analyze and interpret results to gain insights and uncover trends?How The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Experience Investigators by 360Connext

JUNE 4, 2024

Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators’ Director of Business Development. We also examine the employee experience and customer experience link.

2024 265

2024 Customer Centricity Culture Employee Experience 265

Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” of customer experience. Combine this with a customer experience champion program within your organization and watch culture really shift.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Books 266

Books Return on Investment Magazine Culture 266

Experience Investigators by 360Connext

MARCH 8, 2021

This is where understanding the right learning path for overall customer experience excellence can be very powerful. Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. How are the insights achieved? Learning Paths, Defined. What is a learning path?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

SurveySparrow

APRIL 18, 2021

Employee experience, like customer experience, is a crucial aspect of running a business because it plays a significant role in determining client satisfaction. A happy and satisfied employee is more likely to cater to the customers’ needs, thereby improving their experience with a company. The Cultural.

Employee Experience 95

Employee Experience E-support Feedback Measurement 95

InMoment XI

APRIL 5, 2022

What is the future for employee and customer experience trends in banks, wealth advisory firms, and credit unions? Through our dedicated Strategic Insights Team, we collected data from bank, wealth advisor, and credit union consumers and employees across North America.

Banking 221

Banking 2022 Customer Experience Financial 221

Experience Investigators by 360Connext

FEBRUARY 1, 2022

All of this is important because without staying connected to the customer in this way, the CEO and others can dismiss data and ignore the emotional consequences of poor customer experiences. Better customer experience creates a cycle for better employee experiences. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. The true value lies in taking decisive action based on the insights gathered from customers.

NPS 195

NPS Customer Centricity Culture Automotive 195

Experience Investigators by 360Connext

JANUARY 5, 2022

You were sure to communicate when the actions made an impact on the customer experience, and closed the loop inside the organization so leaders saw the connections between their actions. You asked leaders for ideas and insights and feedback to improve the customer experience. Finally, you report your results. .

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Culture 195

Culture 2006 Definition Employee Experience 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

How to invest in Customer Experience. Defining a customer experience strategy is not enough. You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. Of course, CX is not just about learning and identifying insights. You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ProProfs Chat

APRIL 30, 2019

Shep Hyken offers valuable insights into the customer support domain and how to create a customer-centric culture in your organization. Question: What is the best way for a company to improve its customer experience? Focus on employee experience. Provide a great experience across channels.

Customer Centricity 102

Customer Centricity Culture Employee Experience Customers 102

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. But once you understand this, the solution to delivering great customer experience is simple: relationship building.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Experience Investigators by 360Connext

APRIL 23, 2024

Speaking of data…any type of business strategy requires incorporating key data and analysis to get to the insights, improvements, and priorities in a plan. CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Beyond Philosophy

SEPTEMBER 10, 2015

It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Foresee , a Customer Experience analytics firm, examined the results of two studies that used their analytics technology last fall. Combining the Customer and the Employee Experience.

Engagement 167

Engagement Employee Experience Retail Consulting 167

eglobalis

AUGUST 13, 2024

In conclusion, understanding the corporate structures, leadership, and financial health of Samsung and Apple provides valuable insight into how these companies operate and compete. Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional.

E-support 481

E-support Innovation Customer Centricity Loyalty 481

CX Accelerator

OCTOBER 7, 2019

Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., How will you analyze and interpret results to gain insights and uncover trends? The customer experience begins with your staff and their employee experience. NPS, CSAT, CES, etc.)?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., How will you analyze and interpret results to gain insights and uncover trends? The customer experience begins with your staff and their employee experience. NPS, CSAT, CES, etc.)?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

BlueOcean

MAY 14, 2018

And customer experience comes with complexities not found in other service offerings. And your outsourced partner is going to act as an extension of your own brand, so their employee experience, hiring philosophy, and corporate culture truly matter. Thus, crafting your contact center RFP takes thoughtful preparation.

Contact Center 214

Contact Center Culture Article Definition 214

InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history. That’s a Wrap!

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

COPC

NOVEMBER 2, 2022

Organizations often believe they have the right strategy and best intentions, but their culture does not always support them. It is easy to say that customer and employee experience are important and may even be part of a mission statement. But if culture and actions do not align with the strategy, it does more harm than good.?.

Culture 89

Culture Engagement Contact Center Measurement 89

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Books 182

Books Return on Investment Magazine Culture 182