eglobalis
NOVEMBER 3, 2024
Drawing inspiration from the agile, innovative cultures of South Korea and Israel, we can see that a shift toward creativity, adaptability, and individuality has the potential to enhance CX outcomes and cultivate deeper, more meaningful relationships.
eglobalis
NOVEMBER 19, 2024
From healthcare breakthroughs to cutting-edge industrial systems, algorithmic experimentation empowers organizations to test, iterate, and refine their approaches rapidly, driving faster innovation and reduced risk. AI and algorithmic models are reshaping how organizations tackle challenges, innovate, and create impact.
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eglobalis
OCTOBER 14, 2024
Certifications are effective for establishing a foundation, but they don’t go far enough in teaching critical thinking, problem-solving, transformation, change management, or practical application. Their programs emphasize data analytics and feedback management, leveraging their own software.
eglobalis
JANUARY 20, 2025
The Role of Relationship Management Strong interpersonal relationships are a cornerstone of successful B2B partnerships. Relationship management involves understanding customer pain points and actively working to resolve them before they escalate.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations.
eglobalis
NOVEMBER 12, 2024
Here’s how to go beyond conventional project management to create truly memorable, value-driven client experiences. Embed CX Principles into Project Management Integrating CX into project management methodologies like Agile and Lean enhances responsiveness, a critical factor in building trust.
eglobalis
OCTOBER 30, 2024
Employee Experience: A Growing Priority Enhancing the employee experience is crucial for attracting and retaining top talent, fostering innovation and driving organizational success. Performance Management Traditional performance management systems are often seen as cumbersome and ineffective.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition.
Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team
As a first time community, the MURAL team has been strategic, creative, and innovative. Beth Vanderkolk and Community Managers Lindsay Olson and Amanda Peterson will be conducting a power hour to explain how they have used Vanilla to build such a wonderful community. So, how did they do it?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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