CSM Magazine
DECEMBER 28, 2021
takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?
ClearAction
MARCH 23, 2015
Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.
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Taylor Reach Group
JANUARY 21, 2019
Although the company has worked with municipal and federal government agencies in the past, it is clear that the ever-expanding size and scope of public sector contact centers, as well as the unique needs of the people they serve, demand particular attention. While The Taylor Reach Group, Inc.,
CX Journey
MAY 29, 2018
It was a lively discussion to kickoff the day, as we talked about customer experience, journey mapping, digital transformation, print, and, of course, fax machines! At the same time, we talked about technology's impact on employee engagement and culture change. The concept of the "Enterprise Startup."
Maru Group
FEBRUARY 19, 2020
Customer journey mapping is also an important tool for utility providers, as it ensures new programs and initiatives are achieving consumer goals. In the case of Shediac, NB, the local government approached NB Power with the idea of becoming a smart city to address migration out of the area.
Natalie Petouhof
APRIL 7, 2016
Align incentives to support self-service and digital customer experience initiatives by the customer’s journey. Customer experience should not be governed by a department or fiefdom business model. Use the customer journey as the guide for overall success metrics. Use that feedback to transform your customer journeys.
ClearAction
DECEMBER 31, 2015
Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. ” Customer Experience Governance: Do This, Not That. “Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment).
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