Netomi

JANUARY 5, 2022

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

ClearAction

JANUARY 12, 2022

Standout firms outperformed the S&P 500 by an 8-to-1 ratio in a study of companies that aligned the interests of all stakeholder groups , cited in the first article of this series. A precursor to progress in profits and top-line proceeds is customers’ predisposition toward your brand. 16X reduction in customers’ time for service.

Government 62

Government Enterprise Customer centricity Banking 62

Fenero

SEPTEMBER 15, 2018

So how exactly do the best of call centers achieve high levels of agent engagement and retention? Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. This not only destroys the agent's soul but also customer satisfaction. Formalize an Exit Interview.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

So how exactly do the best of call centers achieve high levels of agent engagement and retention? Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. This not only destroys the agent’s soul but also customer satisfaction.

Call Center 8

Call Center Morale Automotive Metrics 8

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 Employee engagement Big data Analytics 96

ClearAction

MAY 31, 2015

Although dedicated groups of experts spelled efficiency when we entered the industrial age, their insular nature causes inefficiencies and hassles both for your customers and for your company. The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. " Costs of Silos.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

ClearAction

NOVEMBER 21, 2015

Lesson for the Future: In the future, companies that manage customer experience in accordance with reality will be the winners, not only in standing out from the crowd, and the corresponding revenue growth, but also in profitability. Because being out of touch with reality means wasted opportunities, time, confidence, morale, and costs.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken.

Employee engagement 299

Employee engagement Customer centricity Feedback Morale 299