Beyond Philosophy

FEBRUARY 5, 2015

How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise. All employees have the responsibility of providing customer value. Advanced Customer Experience Management.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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 31, 2016

Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. Chickens or eggs?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

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. The answer is easy to say and harder to do.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

ijgolding

JANUARY 28, 2018

Whilst it is common to find businesses implementing frameworks to manage the customer experience, we do not often see the same principle being applied for the employee experience. The employee engagement loop is a very simple way of assessing what you do as an employer today to create the right environment with your people.

Employee engagement 78

Employee engagement Customer centricity Customer Experience Enterprise 78

Beyond Philosophy

NOVEMBER 22, 2017

This may be periodically re-assessed, somewhat dependent on employee performance and desires, and available paths within the enterprise. Career Development : In this stage, the employee matures in his/her role in the organization. The challenges in this stage are employee engagement and retention.

Banking 223

Banking Enterprise Consulting Consulting 223

Noble Systems

JUNE 10, 2019

Enterprise Feedback/Voice of the Customer (VOC): the measurement and reporting of customer reactions to their experiences and expectations with a company and its products/services. We have recently partnered with CustomerCount to integrate our industry-leading gamification platform with their first-class enterprise feedback management system.

Gamification 75

Gamification Enterprise Feedback Employee engagement 75

TechSee

JUNE 16, 2021

Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. The greater the adoption of new technology, the more use cases can be applied and the greater the likelihood that the enterprise will see double digit improvements in their KPIs.

Best practices 251

Best practices Wireless Enterprise First call resolution 251

Beyond Philosophy

JUNE 4, 2015

To understand customers, the effective enterprise needs to think in human, emotional terms. Worse, it can sometimes feel like ‘the enterprise culture’ as we know it has lost its way with stakeholders, especially with regard to being purpose-driven and trust-based. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Customer centricity 150

Customer centricity Enterprise Employee engagement Consulting 150

Beyond Philosophy

JANUARY 10, 2018

Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. Michael Lowenstein, Ph.D.,

Employee engagement 150

Employee engagement Enterprise Consulting Consulting 150

ShepHyken

AUGUST 4, 2016

Take this opportunity to do a “gut check” about the culture in your office and within the enterprise as a whole. Whether your internal culture is noticeably skewed or it’s simply time for a routine check-up, collecting employee engagement measurements starts you off on the path of improvements. Do you notice any symptoms?

Analytics 202

Analytics Employee engagement Morale Surveys 202

CX Global Media

APRIL 27, 2017

However the use of gamification tools in employee experience and performance has really just begun to emerge. For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. Solutions are easily scalable from small boutique call centers to large enterprises with global operations.

Gamification 227

Gamification Call Center Morale Contact Center 227

ShepHyken

SEPTEMBER 15, 2024

Guide To Loyalty Programs For Small Businesses by Allen Kopelman (Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. I like how Employee Engagement is listed before Customer Experience. ” That’s where CX begins: with the employee experience.

Customer Service 216

Customer Service Airlines Self service CRM 216

CX Global Media

FEBRUARY 28, 2019

The hump that we see is over and over again large enterprises really struggling to be able to customize their contact center to be able to do the integrations. But also the same level of programmability like particularly with flex, we tend to focus very much on the larger side of the enterprise. Al Cook: Well, thanks Jim.

Contact Center 250

Contact Center Coaching Call Center Technology 250

Call Design

FEBRUARY 19, 2025

Modern workforce optimisation tools provide real-time visibility, automation, and engagement solutions that eliminate common objections to WFH. For instance, alerts can notify managers if an employee doesnt log on or unexpectedly goes offline, ensuring timely interventions.

Real estate 78

Real estate Gamification Transportation Employee engagement 78

CCNG

APRIL 20, 2022

Truth In Compensation Research indicates that compensation models that tie individual performance to rewards and financial incentives positively impact job satisfaction, employee engagement, organizational commitment and trust in management. We win where truth and trust gleam brightly — let it rise and shine.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Beyond Philosophy

NOVEMBER 14, 2017

At Southwest, the essence of their culture is that employees rank first, customers second, and shareholders third. Since the company’s founding almost 50 years ago, part of its corporate mantra and mindset is that the enterprise is in the customer service business – they just happen to fly airplanes.

Airlines 218

Airlines Consulting Consulting Enterprise 218

ShepHyken

JULY 11, 2017

She leads a diverse team in crafting and delivering a feedback platform that helps enterprises make better decisions, mitigate risk and avoid costly failures through redefining relationships with the most important people: customers and employees. How do I increase employee satisfaction? How do I increase employee retention?

Feedback 192

Feedback Employee engagement Surveys Enterprise 192

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement. link] Jon Barr, Head of IT, Americas Jon Barr is the head of Information Technology for KONE Americas.

Automotive 41

Automotive Management Enterprise B2B 41

Beyond Philosophy

JUNE 2, 2015

Wegmans represents conscious capitalism, in the truest sense of the term, further building the bond between the enterprise and the customers, many of whom consider Wegmans ‘their store’. As important in delivering great experiences are the things customers don’t see, particularly where employees are concerned.

Customer centricity 244

Customer centricity Construction Marketing Enterprise 244

Call Center Weekly

DECEMBER 13, 2017

Leaders who are transparent, more often than not, establish better relationships with their employees. Engagement Be engaging and cut out the hierarchy. After more than 30 years in radio and TV news, Beverly created BAM Enterprises. Keeping your staff in the loop, helps develop and build trust.

Coaching 149

Coaching Employee engagement Education Surveys 149

Calabrio

FEBRUARY 7, 2025

Cloud-based Calabrio ONE offers seamless integration with an array of platforms and solutions, from CCaaS and enterprise BI to payroll and beyond. Key Features & Differentiators Enterprise focus: The Aspect Workforce Enterprise solution offers a feature set geared toward enterprise workforce management for distributed global teams.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

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 Customer centricity 96

Interaction Metrics

APRIL 17, 2025

If youre a large enterprise with a team of analysts and a six-figure budget, it might be perfect. Best For Enterprise teams (especially in finance or hospitality) that need visibility into the full customer journey and fast insights from multiple touchpoints. Qualtrics is the industry standard for customer experience surveys.

Surveys 48

Surveys Enterprise B2B Analytics 48

ShepHyken

MARCH 23, 2018

These five common revenue leaks, many of which are related to those top concerns, are directly impacted by enterprise-wide communication practices. Employee – mission disconnect. They had greater employee engagement and more loyal customers.

Airlines 210

Airlines Morale Benchmark Marketing 210

ProProfs Blog

MARCH 27, 2019

Through his consulting company, CXpert, Ben now assists clients in areas such as CX strategy and employee engagement. Beyond that, in Level 4, we will start to interact with Assistants that can effortlessly include information about us from disparate enterprise systems in the organization.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

DMG Consulting

MARCH 2, 2021

These applications are intended to enhance team-building, promote use of knowledge base and eLearning content, encourage peer-to-peer mentoring, and recognize and reward agents who perform an essential and often difficult job for an enterprise. .

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement.

Enterprise 48

Enterprise Customer centricity Finance Employee engagement 48

Liveops

MARCH 11, 2021

Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Watch the full webinar here. .

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

PeopleMetrics

JULY 31, 2015

The point is, keep it simple, so your employees can give you a look into their interactions. Make sure to close the loop on employee feedback. Closing the loop on feedback is crucial to keeping employees engaged in the process. Consider this sequence: EMPLOYEE: Our customers aren’t very happy with our moat and drawbridge.

Feedback 118

Feedback Customer Experience Customer centricity Employee engagement 118

Calabrio

FEBRUARY 25, 2025

It provides tools for forecasting, scheduling, performance management, and workforce engagement, catering in particular to the needs of larger enterprise contact centers. Focus on enterprise-scale deployments: Verint’s solutions are often geared towards large enterprises with complex workforce management needs.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. Essential and impactful tools in the AI-based service revolution. When: Today, 1 June 2022. This is not their value proposition. “In

Self service 48

Self service Consulting Consulting Enterprise 48

Calabrio

FEBRUARY 7, 2025

Verint Verint is a well-established player in the customer engagement market, offering a comprehensive suite of solutions that includes workforce management as a key component. Scalability: Verint’s solutions are designed to scale with businesses of different sizes, from small contact centers to large enterprises.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

Beyond Philosophy

NOVEMBER 30, 2023

Another massively important area that HR deals with is employee engagement and internal communications. We all know happy employees make happy customers. Peter Drucker said, “Because the purpose of a business is to create a customer, the business enterprise has two and only two basic functions: marketing and innovation.

Finance 195

Finance Customer centricity Accountability Technical Support 195

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Developing SMEs from within an organization helps create new career paths for agents, enhances employee engagement and ultimately boosts retention.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126