ijgolding

SEPTEMBER 29, 2015

Having been involved since 2010, I have seen the annual ‘festival’ of Customer Experience grow from strength to strength. Manuela introduced customer feedback mechanisms; customer journey mapping; employee engagement initiatives – and in almost all cases, she did so through self learning.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Noble Systems

OCTOBER 11, 2018

Retaining good employees is good business. Although there are many conditions that affect a company’s ability to effectively deal with the challenge of employee retention, it all really boils down to keeping employees engaged and tapping into their emotional intelligence. How do you do that?

Gamification 74

Gamification Employee engagement Call Center Morale 74

ijgolding

JUNE 14, 2017

The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. Communicating the Customer Experience needs to be continuous, innovative and engaging. In 2010, two of my amazing colleagues came up with a communication campaign that we ended up calling ‘Feet in the Street’.

Customer centricity 68

Customer centricity Banking Customer Experience Enterprise 68

ClearAction

DECEMBER 28, 2016

Every employee wants to work for an admired company. Customer experience is a natural motivation with richest meaning for employee engagement. 1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013. Image purchased under license from Shutterstock.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

Russel Lolacher

JUNE 29, 2021

First, a Social Media Day definition from NationalDay.com : “World Social Media Day was launched by Mashable on June 30, 2010. ” In the public sector, globally, social media is still not as effective as it could be for public engagement.

Education 98

Education Government Metrics Customer Care 98

ijgolding

NOVEMBER 17, 2016

Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. I am also remarkably proud of the difference I have personally made in the organisations I have worked for and continue to work with.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. 28% say workforce.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

ClearAction

FEBRUARY 7, 2016

Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Employee Engagement. 5 Keys to Employee Engagement in Customer Experience Management article. 5 Keys to Employee Engagement in Customer Experience Management webcast (17:15).

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

CSM Magazine

FEBRUARY 7, 2023

As the last tranche of Baby Boomers – born between the mids 1940s and mid 1960s – plan for their retirement, they’re making way for Generation Z – mid 90s to 2010. And it’s not just about keeping ‘bums on seats’ – almost six in ten employers report better employee engagement and motivation after introducing wellbeing benefits.

Healthcare 64

Healthcare Morale Employee engagement Management 64

Verint

APRIL 19, 2017

The term gamification first gained widespread usage around 2010, but adoption of gamification in business environments was seen mostly as a passing trend—something to satisfy the perceived needs of millennials. Many organizations looked at gamification as a “nice to have” but not an essential solution to driving better performance.

Gamification 44

Gamification Employee engagement Contact Center Customer Service 44

TMP Direct

SEPTEMBER 23, 2021

CX has grown in recent years to become a primary driver of growth, customer satisfaction and employee engagement. Today, two-thirds of companies compete on customer experience alone (compared to 36 percent in 2010). One area of a company that has the biggest impact on a company’s growth and success is customer experience.

Omni-channel support 52

Omni-channel support B2C Employee engagement Engineering 52

CSM Magazine

JUNE 27, 2023

It handles the challenge of reducing costs by automating processes, decreasing churn, and improving employee engagement with negligible IT costs,” said Nancy Jamison, Senior Industry Director at Frost & Sullivan. Founded in 2010, Volition has over $1.7

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

customer sure

DECEMBER 6, 2023

It’s a vast topic that we’ve been banging the drum about since 2010 via a sizeable back catalogue of customer feedback insights, which you can access here. Implementing a robust customer experience program involves gathering, analysing, reacting and responding to customer feedback.

Customer Experience 62

Customer Experience Brand ambassadors Healthcare Journey mapping 62

ijgolding

MARCH 20, 2017

Employees efforts in improving the Customer Experience started to be recognised by leadership in all functions. By 2010, Customer First Aid had even received national recognition in the form of a UK Customer Experience Award.

Customer Experience 65

Customer Experience Customer centricity Enterprise Employee engagement 65

Russel Lolacher

MARCH 2, 2021

In 2010, the ministry was putting together something that hadn’t existed for them before. I love podcasting as a platform for employee engagement and community building and this conference provides so much valuable information to be successful. Our strategy is about putting the customer first.

Government 52

Government Customer Care Transportation Benchmark 52

Netomi

JANUARY 5, 2022

In July 2010, Eliason left Comcast to become the global director of social media at Citi. She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork. Currently, Stacy works at Schindler Elevator Corporation as Director of Customer Experience and Employee Engagement.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

MAY 1, 2023

What’s your best or worst employee experience? Working at the 2010 Winter Olympics in Vancouver, I was working directly with Barack and I was the assistant coordinator for Team welcome ceremonies and victory ceremonies. Rita Chand Well, given the topic today, how about I share my best work experience. This is a huge job.

Personalization 98

Personalization Coaching Employee engagement Consulting 98

delighted

JANUARY 7, 2020

The number of companies investing in the omnichannel experience has grown from 20% to 80% since 2010. Typically, happy employees are more likely to refer your company as both a place to purchase from but also a place to work. eNPS is commonly used as a happiness metric within a wider employee engagement context.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40