Experience Investigators by 360Connext

FEBRUARY 9, 2021

Investments that are directly tied to customer experience might include things like: Customer experience management tools, like customer feedback software or more robust Voice of the Customer (V0C) platforms, Customer Relationship Management (CRM) technology, or investments in customer data centralization.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Customer Bliss

NOVEMBER 29, 2016

Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – the result is: true paradigm shifts, sustainable change and the achievement of overall business objectives. Metrics measurement improvement.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Employee Experience Trickles Down to Customers. Help the C-Suite Help Employees.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

CloudCherry

NOVEMBER 11, 2019

Murphy Fraser – Client Success Manager at Skillshare. Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union. Jenny Dempsey – CX Manager at NumberBarn, and our 1 st Place CX Influencer. Jeremy Watkin – Manager of Product Marketing at 8X8. It’s not in her vocabulary.”

2019 170

2019 2020 Leadership Consulting 170

ShepHyken

MARCH 18, 2024

While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients. The Budget funds the expertise and tools necessary to ensure excellent service delivery and customer experience across the Federal government.

2024 91

2024 Article Customer Service Government 91

CX Accelerator

SEPTEMBER 24, 2019

You’ve probably heard the idea that “most CX comes from great EX” (Employee Experience). At a basic level that means that employees should be having good experiences in their workplace in order for them to want to deliver good experiences for their customers.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

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

CX Journey

FEBRUARY 27, 2015

I''ll take a broader stroke in this post and look at customer experience management overall. Are there more than seven sins in customer experience? A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3. How do you continue to motivate employees to focus on the customer?

Customer Experience 86

Customer Experience Government Customer Centricity Employee Experience 86

Beyond Philosophy

OCTOBER 29, 2014

If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I am not judging the Scots by any means.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

JUNE 7, 2017

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. Translating Trust.

Government 121

Government Advertising Webinar Social Media 121

Uniphore

SEPTEMBER 1, 2021

PROJECT MANAGER. Project Manager. The Project Manager leads cross-functional teams responsible for implementing Jacada’s enterprise software solutions. The Project Manager is accountable for managing solution planning, execution, quality, deployment and transition to our Global Support team. WE'RE HIRING.

Management 10

Management Travel Government Call Center 10

Beyond Philosophy

MAY 25, 2016

Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month. The federal government pressured both sides to return to the negotiating table in Washington D.C. Employees are people, and people are emotional. What do you think?

Engagement 113

Engagement Wireless Call Center Culture 113

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

InMoment XI

JULY 12, 2023

Instead, your brand needs to have incredibly intentional customer experience management techniques in place. In this article, we’ll cover the customer experience, what your customer experience strategy needs, how to overcome challenges, and how to get started. Learn more about our services today!

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

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 128

2023 Customer Experience E-support Customers 128

Beyond Philosophy

MARCH 2, 2018

Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve the process for their employees. Since the announcement on February 1st, there has been much speculation about how Amazon would use the data—and more than a few concerns about employee privacy rights.

2018 101

2018 Government Employee Experience 2013 101

Experience Investigators by 360Connext

JANUARY 10, 2023

Service costs are down , thanks to fewer issues and more efficiencies from supply chain management to first issue resolution! Overall, customer experience is no longer just talk at your organization. Customer experience (CX) is seen as not just a department or idea, but the WAY you do business. .

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

Think Customers

JULY 3, 2024

As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. To fully harness the potential of AI, organizations must navigate a complex landscape of ethical, privacy, and change management considerations.

Employee Experience 52

Employee Experience Multi-Channel Culture Government 52

CX Accelerator

SEPTEMBER 24, 2019

The way they approach their work will depend on a lot of different factors, for example: Their day to day work activities and the standards, rules and processes that govern them. How much they feel accountable to each other, their manager, their department, or the business. Their values and what they feel truly matters.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below.

Metrics 62

Metrics Management ROI Effort Score 62

Russel Lolacher

OCTOBER 16, 2022

In this episode of Relationships at Work, Russel chats with productivity expert and author Mike Vardy on our relationship with time management in the workplace and how we can look at it differently. Why “time management” is the wrong term. The trial and error of time management personalization. ” Mike Vardy.

Management 98

Management Leadership Books Government 98

ShepHyken

AUGUST 11, 2024

It contains plenty of commentary, data, and insights that will make you rethink how you manage customer interactions, as the title implies. My Comment: What happens inside an organization drives the customer experience on the outside. In other words, the EX (employee experience) impacts the CX. Only 18% said, “Yes.”

Article 91

Article Customer Service Loyalty Programs 2024 91

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. I love being part of the Qualtrics federal team in Washington, DC. With more than 100 clients at 60+ U.S.

Government 36

Government Customer Experience Webinar Customer Experience Professionals 36

CX Journey

JANUARY 31, 2018

Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Communicate. Communicate.

CEM 65

CEM Management Government Culture 65

West Monroe

OCTOBER 3, 2023

In fact, some managed service providers are working to create entirely digital operating models that they can apply within their clients’ environments. Managed service providers do more than cut down on expenses. They can also help stabilize those costs over time by managing the highs and lows of certain workforce demands.

Employee Experience 52

Employee Experience Government 2023 Healthcare 52

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

CX Accelerator

SEPTEMBER 24, 2019

The way they approach their work will depend on a lot of different factors, for example: Their day to day work activities and the standards, rules and processes that govern them. How much they feel accountable to each other, their manager, their department, or the business. Their values and what they feel truly matters.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

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

CSM Magazine

SEPTEMBER 12, 2024

Implementing a workforce management (WFM) solution can transform your organisation’s efficiency, productivity, and cost management. Here are some key indicators to determine if you’re driving the benefits of your workforce management solution. This autonomy can lead to higher job satisfaction and reduced turnover.

Management 52

Management 2024 Consulting Government 52

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 99

Government Communication Employee Experience Article 99

Experience Investigators by 360Connext

OCTOBER 13, 2020

Because the best journey maps are used to create better experiences, understand specific customer segments, test new products and services, and ultimately deliver more for customers. In a recent roundtable discussion , 25% of customer experience leaders reported challenges keeping journey maps simple enough to manage, maintain, share and use.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Structure teams (as agile processes often do) in multicultural, diverse and inclusive groups.

Customer Experience 198

Customer Experience Culture Government Customers 198

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 Management Customer Experience Employee Experience 49

Oracle

FEBRUARY 6, 2020

The end result is the opportunity for companies to carve out new and creative ways to build not only a more engaging customer experience, but a better employee experience, by enabling staff to become more human by taking away the pressure for them to act like machines. What’s the story you want to see in your organization?

Customer Experience 75

Customer Experience Government Call Center Healthcare 75

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

eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. The post 7 Ways Modern Knowledge Management Helps Slash Operational Costs appeared first on eGain. How do you go about doing it?

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Culture Social Media ROI 96