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). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ReviewTrackers

MAY 8, 2017

Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. Where: Phoenix, AZ.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

CX Journey

OCTOBER 5, 2015

Speaking of organization-wide commitment, need some ideas for getting employee buy-in , too? Here's a post I wrote on that topic: Getting Employee Buy -In for Your #CX Transformation (By the way, I haven't forgotten about the importan ce of the employee experi ence in this equation. From everyone.

E-support 68

E-support Leadership Government ROI 68

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

CX Journey

OCTOBER 17, 2018

Beyond that, there must be a well-defined customer experience vision and strategy , a governance structure to provide guidelines and oversight for the work ahead, a focus on improving the employee experience along with recognition that employees drive the customer experience , and a people-first culture.

Omnichannel 44

Omnichannel Government 2018 2019 44

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Qualtrics

MARCH 19, 2019

Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. You might think that with all the ways there are to collect customer feedback nowadays, it would be simple for every company or organization to do it, right? Governance: get control, improve data quality.

Feedback 22

Feedback Government Webinar Customers 22

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. Making clear promises–and keeping them–works in business and it should work in government. We need a reboot.

2002 59

2002 Government Travel 2010 59

Qualtrics

MAY 20, 2019

Reach out to the Qualtrics federal team for more insights on our experience management work with more than 100 federal government clients at 60+ agencies and the Department of Defense, including our work as the only FedRAMP authorized experience management platform available. Want expert help? CONTACT US.

Government 24

Government Multi-Channel Leadership Entertainment 24

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Speaking of KPIs, let’s turn to the third experience gap dimension – Data.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. Win: Connected Government Act passes. First, a look at the wins.

Government 20

Government 2018 2019 Customer Experience 20

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ). Samantha Hammock, American Express // Chief Learning Officer.

2020 22

2020 Retail Entertainment Leadership 22