COPC

SEPTEMBER 26, 2022

Global Insights for Integrating Employee and Customer Experience Strategies. a global customer experience (CX) consulting firm, announces the launch of its 14-part Employee Engagement Research Series. There is no cost to download Employee Engagement Research Series reports.

Employee engagement 52

Employee engagement Business Process Outsourcing Benchmark Contact Center 52

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. You must line up the external experience to the internal one.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Beyond Philosophy

JULY 22, 2021

For example, one of the recent debates asked the question, is Customer Experience the new marketing? . Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. In my view, I do not think Customer Experience replaces traditional marketing.

Marketing 222

Marketing Customer Experience Consulting Consulting 222

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.

CCNG 195

CCNG Technology Employee engagement Government 195

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

COPC

JULY 23, 2021

“During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. At COPC Inc.,

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. If Huffington succeeds in transforming the way that companies view stress and performance, she could also help make it easier for companies to improve customer experiences.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. It’s a simple concept, really. Some do both.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published by MyCustomer.

Employee engagement 59

Employee engagement Customer centricity Consulting Consulting 59

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published on CustomerThink.

Employee engagement 54

Employee engagement Customer centricity Best practices Consulting 54

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Everyone needs to understand how they are affecting the customer experience. Thanks Ben!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

COPC

JULY 23, 2021

“During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. At COPC Inc.,

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I won’t even get into why they Scottish chose not to go.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Taylor Reach Group

JANUARY 18, 2019

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. The Taylor Reach Group, Inc., We’re Thrilled to have Patricia on board.

Consulting 64

Consulting Consulting Customer Experience Business Process Outsourcing 64

COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. They also merit increasing employee engagement initiatives. COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 are the latest updates.?. Cliff Moore, COPC Inc.

Best practices 102

Best practices Customer Experience outsourcing Consulting 102

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee engagement 60

Employee engagement outsourcing Call Center Answering services 60

DMG Consulting

MARCH 11, 2022

2022: The Year Dedicated to Improving the Customer Experience. On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. About DMG Consulting LLC. MEDIA ALERT.

Self service 48

Self service Consulting Consulting Enterprise 48

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. As President & Principal Analyst at COMMfusion , Blair provides analysis and consulting services to industry leaders and has authored many highly acclaimed studies on the subject. Explore Contact Center Trends for 2021.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Taylor Reach Group

DECEMBER 11, 2019

It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. An environment and opportunity to continuously improve individual performance will keep the employees engaged and loyal to the organization.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

CCNG

SEPTEMBER 23, 2020

Do your customers view you as an organization that is easy to do business with? This is at the essence of what customer experience is all about. Our ability to deliver on our brand promise and customer expectations. The question is simple but the answer may be complex.

CCNG 195

CCNG outsourcing Employee engagement Consulting 195

CCNG

OCTOBER 29, 2021

In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. Well, what if a story about a Tex-Mex restaurant in Dallas highlights how NOT everything changed?

CCNG 195

CCNG Employee engagement Consulting Consulting 195

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Taylor Reach Group

MARCH 13, 2018

Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., Retaining a qualified staff has a substantial impact on bottom-line operations, customer experience and quality of service”, according to Colin Taylor, CEO of The Taylor Reach Group, Inc. TORONTO (PRWEB)March 13, 2018.

Consulting 59

Consulting Consulting Contact Center Employee engagement 59

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. Do customers really want to take your survey?

Customer Service 202

Customer Service Airlines Employee engagement Morale 202

Beyond Philosophy

JUNE 7, 2019

However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it. The question is, how do you get happy employees? Common sense dictates that this is logical.

Consulting 288

Consulting Consulting Employee engagement Customer Experience 288