CX Accelerator

JANUARY 25, 2019

The first step is to have a measure of the employee experience…one that will give us the ability to show the true correlation between EX and CX. My favorite definition is simply "the way we do things." If the bot is what you seek, the knowledge base you must tweak. Holy Toledo, I'm tweeting that one right now. ??

Journey mapping 140

Journey mapping Metrics Surveys Employee engagement 140

CX Journey

MARCH 31, 2015

We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions. I thought those definitions were worthy of sharing.

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

Lumoa

APRIL 28, 2024

However, if you are looking for a one-shop-stop solution for customer and employee experience and you have the budget of a large-scale enterprise, Qualtrics can be the right solution for you. Similarly, the pricing for Medallia is definitely on the higher side, especially for smaller businesses or organizations with budget limitations.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Lumoa

MARCH 20, 2018

Here’re some variations of the definition: "It's all of the steps a buyer takes to get and use a solution from the time of the buyer’s realization of a need until the buyer deems the need no longer exists." – Lynn Hunsaker for ClearAction. Employee Engagement: Employees are aligned with the goals of the organization.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ClearAction

DECEMBER 31, 2017

Look up “strategy” definition and you’ll see: master plan, grand design, game plan, a plan of action designed to achieve a long-term or overall aim, a plan for directing overall operations and movements. We all know from customer journey maps that customer experience is much more than a moment in time.

Customer Experience 79

Customer Experience Journey mapping CRM Customer centricity 79

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. Employee engagement : Employees have to be fluent in the company’s CX goal and strategy.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Pointillist

JUNE 6, 2018

It’s important to remember there are metrics on the employee side, as well, because employee experience drives the customer experience. So they look at employee engagement, eNPS, and, especially, retention and turnover numbers. Annette: I remind my clients that journey mapping is a process, not just a tool.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Branch Mesenger

AUGUST 29, 2018

Companies will never love a company until the employees love it first. -- Simon Simek. Today, employee engagement is at all-time lows. 33% of employees today are ‘engaged’. Of employees 18-24, only 26% are ‘engaged’. Customers prefer caring, empathetic and engaged employees.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

ijgolding

JUNE 9, 2015

Although many do not have the positional authority to drive change, their practical delivery of a variety of core competencies aligns nicely with the Wikipedia definition. Drives employee engagement and involvement — from the front lines to the executive suite. Uses journey mapping to improve most relevant moments of truth.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

Customer Guru

DECEMBER 13, 2017

Mapping the customers for each department gives a clear view of how the department’s work impacts the customer experience of the end customer, who is most likely being served by the sales and account management department. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClearAction

DECEMBER 31, 2015

“Sharing a vision across a company means there are common definitions of the current situation, the desired situation, and how to bridge the gap. ” Customer Experience Journeys: Map for Actionability. Here are highlights to accelerate and maintain your success: Customer Experience Strategy. Advice This Past Year.

Customer Experience 63

Customer Experience Government Journey mapping Metrics 63

Russel Lolacher

OCTOBER 10, 2022

No, HR is not journey mapping the employee experience the way we do with CX. So I caution, or I should say the opportunity is one for CX people in companies definitely partner with your HR partner with every organization, bring it to light, show how they matter. partner on the journey, and bring the heart.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

RapportBoost

DECEMBER 10, 2018

From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. So, without further introductions, let’s go ahead and get started. Okay, Nate will discuss the hectic reality of modern contact centers.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40