Customer Think

OCTOBER 8, 2021

In an era that has created drastic shifts in the way we live and work, it’s more important now than ever to check in on employees and ensure that they feel valued and heard. Understanding the employee experience helps you cultivate an environment that allows them to put their best foot forward. Creating a better […].

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Customer Think

JULY 30, 2021

Your whole business hinges on your customers. Without fans, you couldn’t keep the lights on or pay for web hosting, let alone scale up. Most organizations realize this, of course. They’ve heard that six out of 10 people will lose brand faith after a few bad encounters, according to PwC. That’s why they put such […].

Customer Experience 130

Customer Experience Organization 130

Customer Think

MARCH 27, 2023

You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn’t my concept. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Lin.

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Future of Work Profitability 59

Customer Think

JUNE 1, 2023

Artificial intelligence is making great strides in our day-to-day life and chatbots like ChatGPT are simulating human conversations quite fluently.

Artificial Intelligence 114

Artificial Intelligence Marketing 114

Customer Think

FEBRUARY 3, 2023

I talked about building a winning organization and fixing the experience from the inside-out. Last week, I spoke at the Furniture Marketing Group Symposium in Las Vegas. My focus was on deliberately designing a customer-centric culture, getting leaders.

Customer Experience 75

Customer Experience Organization Marketing Leadership 75

Strategic Account Management Association

JUNE 1, 2021

For example, a leader may have a positive intent but be viewed by employees as untrustworthy. In his research, the CEOs and their senior teams who had the best reputation among their employees for being people of strong character had a greater impact on financial results compared to self-focused leaders. Kiel surveyed 84 CEOs.

Supply Chain 591

Supply Chain Leadership Decision-making Innovation 591

Customer Think

AUGUST 19, 2021

This is the fourth post in a series titled “Customer Experience IS Team Member Experience.”. Earlier posts in this series looked at employee engagement’s research history, defined it in behavioral and attitudinal terms, and rev.

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Customer Experience 52

Customer Think

MARCH 3, 2024

Today, AI-powered software is not just a buzzword; it is transforming everyday experiences beyond expectations. Imagine a scenario. You step into an office and find they anticipate and cater to all your needs. Further, they streamline your tasks automatically, paving the way for your growth on priority.

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Software Software 59

Customer Think

DECEMBER 2, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction […]. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T.

Customer Experience 75

Customer Experience 75

Customer Think

JULY 4, 2023

Brands that make their experiences too complicated are missing out on $402 billion in untapped opportunities. U$ 402bn is on the table for brands that simplify their CX and EX – here’s why Think about it for a moment. This is the message from research at the turn of last year by Siegel+Gale. That’s a […]

Customer Experience 64

Customer Experience 64

Customer Think

JULY 23, 2021

We’re solving the wrong problem with employee workplace experiences. Oops, we did it again! When the pandemic began, restaurants, to survive, had to convert overnight to take-out and drive-up options for their customers. Some restaurants simply took their in-person menus and put the food in a Styrofoam box.

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SBI Growth

SEPTEMBER 7, 2020

Companies are constantly competing for their own employees’ mindshare. The world is so digital that it is frighteningly easy for employees to get lost in headlines throughout their day. The distractions are everywhere – Twitter, LinkedIn, Facebook, Reuters, Bloomberg, CNN,

Digitalization 102

Digitalization B2B Marketing Sales 102

Customer Think

NOVEMBER 10, 2021

The responsibility of onboarding the employees we hire squarely falls on us as the leaders of the business unit. The number of times this process is delegated to some HR business partner or sometimes even to some HR executive is not a joke. The on-.

Onboarding 126

Onboarding Leadership 126

Customer Think

FEBRUARY 1, 2022

Several years ago, in worldwide customer service experience research conducted for a major high-tech devices client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

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MDI Training

MARCH 14, 2024

In this blog article, we will delve into how to create connectedness and a hybrid culture. Flexibility and its downsides Is hybrid work really to blame for the decreasing connectedness that employees feel for the company? In recent years, the employees’ sense of belonging in the company has decreased more and more.

Digital Transformation 97

Digital Transformation Leadership Digitalization Artificial Intelligence 97

MDI Training

DECEMBER 4, 2023

Click below to access our AI-generated version of this blog article! The focus is on the vision of using artificial intelligence (AI) not only to become the most attractive employer in the industry but also to revolutionize the employee experience. We want to become the most attractive employer in our industry by 2025.

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Artificial Intelligence Digital Transformation Leadership Digitalization 105

Customer Think

MARCH 7, 2024

Employee experience (EX) goes hand-in-hand with customer experience (CX). It’s like the chicken and the egg: which comes first? Both rely upon one another for existence. EX and CX are immature fields of practice. That’s true in every industry and nation.

Customer Experience 112

Customer Experience 112

Customer Think

NOVEMBER 29, 2022

Automation is not just a way for businesses to save money and reduce their headcount. Here’s how it helped me turn my work in customer support from job to career, and why it should be at the center of any successful CX strategy. The CS trenches: The place any successful CX strategy must start Increasing […].

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Customer Think

JULY 29, 2023

Introduction: In the ever-evolving landscape of business and human interactions, understanding the nuances of Human Experience (HX) has become paramount. Drawing examples and anecdotes […]

Customer Experience 52

Customer Experience 52

Customer Think

FEBRUARY 4, 2024

Employee experience. Employee engagement. Employee retention. Candidate experience. Your employees should be your top priority, your hottest topic – right now. Employees should always be more first.) I’ve written many times about those topics in the past. Actually, always.

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Showpad

JANUARY 12, 2023

But when you’re leading enablement at a company as large as Schneider Electric (with nearly 130,000 employees and hundreds of distributors globally), you will run into some challenges. Schneider Electric has embraced its digital transformation and empowers its employees to become digital leaders through its Digital Citizenship program.

Digital Transformation 59

Digital Transformation Management Digitalization Sales 59

MDI Training

MARCH 4, 2024

Beyond the Horizon: GenAI and Ethical Leadership In this blog post, keynote speaker Bailey Parnell gives us a few snippets of her exciting keynote speech at our upcoming Leadership Horizon event. However, for both leaders and employees, it can also reduce mundane tasks and allow people to focus on more fulfilling and creative work.

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Leadership Digital Transformation Co-Creation Artificial Intelligence 59

Customer Think

APRIL 3, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers.

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Organization Customer Experience 49

Zendesk

SEPTEMBER 6, 2023

From heavy employee turnover to impacted levels of service, the pressure of rising customer expectations and heavy workloads can hobble teams and exact a human cost that goes beyond business metrics. As senior manager of customer experience at the mindfulness app, Anzalone has more than a decade of experience in the customer support space.

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Healthcare Banking Customer Experience Management 69

Zendesk

NOVEMBER 1, 2023

As Chafe points out, IT leaders face an interconnected series of challenges that all affect the customer experience, whether that’s data security, AI, or the employee experience. There’s definitely a dependency happening that they are interrelated.

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Manufacturing Leadership Customer Experience 75

MDI Training

JUNE 26, 2023

In this blog post, we take a quick look at the exciting experiences and trends we witnessed at the conference. AI & LMS This fair was the perfect place to experience the latest trends and technologies. While some vendors offered VR games , others focused on helping participants create their own VR experiences.

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Digital Transformation Artificial Intelligence e-Learning Leadership 96

MDI Training

MARCH 14, 2024

And what do different life realities of our employees have to do with it? In this blog article, we will introduce you to the first pillar of the 3P model – Purpose. That’s why I recommend considering how to enable more flexibility for employees in the future. What experiences have you had in terms of hybrid working?

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Digital Transformation Leadership Artificial Intelligence Digitalization 52

Customer Think

APRIL 8, 2024

Illustration 42097686 © Retro Clipart | Dreamstime.com Can your customers count on superior product and service quality regardless of the employee involved? Or is the quality of their experience reliant on the employee they happen to get?

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Customer Experience 59

Customer Think

JUNE 19, 2023

Image source: [link] Customer experience culture is a set of values, beliefs, and behaviours that a company adopts in order to create a customer-centric culture. This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of […]

Customer Experience 105

Customer Experience B2B 105

MDI Training

JANUARY 29, 2024

Click below to access our AI-generated version of this blog article! This blog post is a continuation of an interview ” AI-Enhanced Leadership: Maximizing Potential with Intelligent Tools. In your opinion, how can AI help to create personalized learning experiences for leaders and thus promote their individual development?

Leadership 52

Leadership Artificial Intelligence Digital Transformation Digitalization 52

Customer Think

MARCH 4, 2024

Employee engagement and customer satisfaction are intrinsically linked to the success of any business. Engaged employees who are motivated, committed, and dedicated play a crucial role in creating positive experiences for customers.

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Red Star Kim

AUGUST 7, 2023

Both existing and past employees are good sources of recommendations and referrals. So I wanted to focus on this aspect of internal referrer management – employee communication and alumni programmes. A high level of internal communications was needed during the pandemic (many firms had reassuring weekly update) but less is needed now.

Communication 130

Communication Management Value Proposition Stakeholders 130

Account Manager Tips

FEBRUARY 28, 2021

Customisation and personalisation to be at the heart of the customer experience. Think and act like an owner, not an employee. That could be online courses, books you want to read, relevant blogs or journals, people to talk to or follow and more. Sure nothing beats experience, but that takes time to acquire.

Key Account Management 246

Key Account Management Account Management Management Decision-making 246

Zendesk

OCTOBER 19, 2023

As businesses rush to tap generative AI’s vast potential to transform the customer experience, analysts watching this modern-day gold rush have responded with both optimism and caution. The post Experimenting with AI responsibly and transparently with Economist Impact’s Jeremy Kingsley appeared first on Zendesk.

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Financial Services Healthcare Decision-making Leadership 59

Customer Think

FEBRUARY 14, 2023

Digital technology powers employee experience on the inside to deliver seamless, intuitive experience to customers on the outside. So, when you are creating Customer Experience Programs, you must plan and budget for the time and resources technology te.

Customer Experience 137

Customer Experience Digitalization 137

Showpad

NOVEMBER 16, 2021

We very rarely sell directly to a customer, so we have a critical need for education, streamlined communications, and tools that can be given to people that aren’t our direct employees. So I related people with experiences they used to have that were once on paper, but are now digital. Like buying a car. It’s possible.

Digital Transformation 98

Digital Transformation Digitalization Marketing Sales Environment 98

Zendesk

MAY 25, 2022

Susana de Sousa spent four years working on Airbnb’s Customer Experience. There, she helped launch and grow Airbnb’s European HQ to 600+ employees. Putting the “customer” in customer experience, Annette Franz might be LinkedIn’s most-read CX writer. and one of the powerhouses of Customer Experience.

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Customer Experience Media Meetings Publishing 98