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, […].

Government 37

Government Employee Experience Connections Customer Experience 37

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.

2024 88

2024 Article Customer Service Government 88

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

ShepHyken

JUNE 7, 2021

Treating your employees like your No. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. My Comment: And, speaking of culture, here’s an article that emphasizes that recognizes that being customer-centric starts with the employee experience.

Article 141

Article 2021 Customer Service Loyalty Programs 141

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Qualtrics

MARCH 29, 2019

federal government agencies, our team is always working with clients and partners on fascinating, newly emerging issues that impact the business, customer, and employee experience parts of federal government agencies. Stay tuned, and follow me on Twitter for other government customer experience insights.

Government 36

Government Customer Experience Webinar Customer Experience Professionals 36

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

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

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. And you can’t ignore how AI is impacting business.

Article 88

Article Customer Service Loyalty Programs 2024 88

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

Experience Investigators by 360Connext

JANUARY 5, 2022

Now that customer experience is such a big part of the organization, it’s time to set up a team. This team was given a clear CX Charter and understand their role is to help prioritize CX initiatives and provide governance around CX efforts. Related Resource: [Article] Improve Employee Experience to Improve Customer Experience.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Forrester's Customer Insights

FEBRUARY 14, 2019

Senior government executives would be wise to listen to Winston Churchill’s wisdom! Never let a serious crisis go to waste! We’re living in the era of shutdowns, when funding disruption is the norm.

Employee Experience 43

Employee Experience Government Engagement Customer Experience 43

eglobalis

SEPTEMBER 16, 2024

The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures. These teams should be empowered to make decisions and have the autonomy to implement quick solutions.

B2B 293

B2B Customer Experience Customer Centricity Omnichannel 293

InMoment XI

MAY 4, 2022

I’d much rather know and have the courage, strength, and conviction to allow for the data to be free-flowing than to worry about what kind of governance we put on that.”. Study What Other Companies Are Doing To Build Employee Loyalty. “Then we’d better get a hell of a lot better,” Lorne Rubis told the Financial Post.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Most organizations are surveying their employees, but very few are delivering truly strategic employee experience (EX) programs.

Employee Experience 29

Employee Experience 2020 Leadership Events 29

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. The principles are as follows: Ask, will it make the life of the customer easier?

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

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

InMoment XI

AUGUST 25, 2023

InMoment CX Program Success Stories Companies like Foot Locker and alphabroder are two companies that have chosen InMoment as their CX program partner and have improved their metrics by focusing on the customer experience and employee experience. The right CX platform should empower teams with immediate, actionable insights.

ROI 195

ROI Net Promoter Score Webinar Financial 195

eGain Blogs

JULY 27, 2022

“Knowledge Management (KM) is the #1 technology for enhancing the three main customer service perspectives of operational performance, customer experience, and employee experience.” – Gartner, September 2021. Agent experience woes. Modern KM: The essential approach to improving the Agent Experience.

Net Promoter Score 52

Net Promoter Score Contact Center Insurance Government 52

Experience Investigators by 360Connext

JANUARY 5, 2021

Creating a culture focused on customers has to start and end with focusing on employees. A culture that aspires to be authentic for customers must live up to that in the employee experience, too. Employee journey mapping and other techniques can be used to really understand where, how, and when to reinforce the mission.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

SurveySparrow

OCTOBER 19, 2021

With the whole idea of a workplace evolving over the years, little has remained the same with employees. Employees are now more etched into the dynamics of an organization. This is where employee experience (EX) has taken the center stage. And when they get it right, it heightens the employee experience.

Employee Experience 52

Employee Experience Touchpoint Government Engagement 52

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

2023 126

2023 Customer Experience E-support Customers 126

Kayako

FEBRUARY 28, 2019

Employee experience. There is a clear linkage between the employee experience and the customer experience. When employees have a great experience (no, that doesn’t mean ping pong tables and beer Fridays), they are happier and more productive, and they deliver a better customer experience.

Customer Experience 48

Customer Experience Government Competitive Advantage Employee Experience 48

BlueOcean

MAY 5, 2023

You’re looking for a partner who knows how to create a positive employee experience—after all, happy employees make for happy customers. The right partner will be able to articulate their governance structure for creating personalized improvement plans, holding coaches accountable, and measuring for success.

Customer Care 156

Customer Care Contact Center Government Culture 156

Forrester's Customer Insights

NOVEMBER 22, 2021

The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.

Government 49

Government Customer Experience Management Employee Experience 49

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. Established an internal CX council and governance. Get Senior Leadership to Understand Your CX Plans. Develop a CX charter.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

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

Customer Bliss

OCTOBER 28, 2021

A pioneer in encouraging employees to lead themselves well before the movement of Zappos and others, in 1992, when Liisa Joronen acquired SOL from the family business, she shook things up by stating that there would be no titles or secretaries. Elevate People: Give Them Control.

Government 148

Government Books Call Center Innovation 148

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

CloudCherry

NOVEMBER 11, 2019

Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union. Lisa Vander Weide – Enterprise Client Success Lead at Smile.io, whose “empathetic nature” comes through there on the front line, where she’s working directly with customers AND impacting the employee experience.

2019 170

2019 2020 Leadership Consulting 170

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. If your employees are unhappy, then your customers will be, too. ” Debbie Szumylo, Customer Experience Evangelist, Thomson Reuters.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Natalie Petouhof

JUNE 7, 2022

Natalie Petouhoff of Genesys provide guidance for delivering empathetic customer experiences at scale and the requirements necessary to shift from a business-centric to a customer/employee-centric philosophy.

Customer Experience 52

Customer Experience Government Books Touchpoint 52

CX Journey

FEBRUARY 27, 2015

A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3. Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. Define Your Employee-Centric Culture 7.

Customer Experience 86

Customer Experience Government Customer Centricity Employee Experience 86

CSM Magazine

SEPTEMBER 12, 2024

This has become a significant focus with recent changes to laws in European countries – more recently in Spain with the Customer Service Law coming into effect in 2024, and the new UK government ‘delivering a new deal for working people,’ with reforms planned under the Employee Rights Bill.

Management 52

Management 2024 Consulting Government 52

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

ShepHyken

AUGUST 21, 2020

Ricardo Saltz Gulko is the Eglobalis managing director , a global strategist, thought leader, CX practitioner, and keynote speaker in the areas of simplification and change, customer experience, experience design, and global professional services.

Customer Experience 254

Customer Experience Culture Government Customers 254

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