CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. Employee Experience. PROJECT/PROGRAM MANAGEMENT When it comes time to turn your CX-transforming initiatives from theory into reality, a project manager will be required. Having a good project manager will increase the likelihood of that initiative’s success.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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

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 40

Employee Experience Government 2023 Healthcare 40

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 86

2024 Article Customer Service Government 86

eglobalis

SEPTEMBER 16, 2024

Companies that digitize their customer support and order processing can significantly reduce friction, offering self-service solutions that empower customers to manage their needs. The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures.

B2B 297

B2B Customer Experience Customer Centricity Omnichannel 297

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

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

Experience Investigators by 360Connext

JANUARY 5, 2022

You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. Now that customer experience is such a big part of the organization, it’s time to set up a team. Related Resource: [Article] Improve Employee Experience to Improve Customer Experience.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

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 86

Article Customer Service Loyalty Programs 2024 86

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

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

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

To help financial service providers adapt and succeed in these new environments, at XM Live: Experience Transformation in the FSI Industry Qualtrics brought together leading brands across APAC to explore how they are using experience management (XM) to design and improve the customer, employee, brand, and product experiences they deliver.

Financial 26

Financial Employee Experience Insurance Banking 26

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

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

eGain Blogs

JULY 27, 2022

Add knowledge management to your recipe for resolving agent experience woes. 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.

Net Promoter Score 52

Net Promoter Score Contact Center Insurance Government 52

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

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

CSM Magazine

MAY 22, 2024

” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives.

Contact Center 52

Contact Center Healthcare Government Download 52

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

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

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

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

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

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

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 253

Customer Experience Culture Government Customers 253

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

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

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

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Ease-of-Work from the viewpoint of employees.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

CSM Magazine

MAY 30, 2024

Streamlined Operations From predicting peak times and adjusting staffing levels to managing inventory, AI ensures operational efficiency. For example, AI can analyse historical sales data and external factors to predict which products will be in demand, helping retailers optimise their inventory management.

Retail 52

Retail Social Media Government 2025 52

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

ClearAction

JUNE 29, 2023

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn. This is an imperative to master experience leadership now.

Leadership 62

Leadership ROI 2006 Touchpoint 62

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

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

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. focuses employees at all levels on the customer, and 3. focuses employees at all levels on the customer, and 3.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

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