The internal perception gap that is holding back your employee experience

Recently, I wrote about the perception gap that exists between how businesses think they are doing, regarding the delivery of great customer experience, and how customers perceive the performance of brands. However, this is not the only perception gap that exists and hinders the performance of organizations in their pursuit of delivering better customer experience. According to PwC’s recent Tech At Work and employee experience research report, a gap also exists between how leaders perceive the effectiveness of their technology

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How objectivity about new technology is key to delivering a leading customer experience

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At the beginning of May NICE inContact released its second annual, global research study that investigated the changing attitudes of contact center leaders and customers regarding customer experience. The report called the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, surveyed more than 900 contact center decision makers in the US, UK, and Australia. Like many other studies that have gone before it, the NICE inContact study highlighted the existence of a perception gap between how businesses think they are doing

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You can’t transform something you don’t understand – Interview with Annette Franz

Today’s interview is with Annette Franz, founder and CEO of CX Journey Inc, and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), what it’s about, what we can learn from it and her views on the current state of customer experience. This interview follows on from my recent interview – Audio is an

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Taziki’s is closing the disability employment gap and enriching their customer and employee experience at the same time – Interview with Dan Simpson

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Today’s interview is with Dan Simpson, CEO of Taziki’s Mediterranean Café, which is a fast casual chain of franchised restaurants based in Birmingham, Alabama that purveys Greek and Mediterranean cuisine such as gyros, sandwiches, soups, and salads. Dan joins me today to talk about Tazikis and eudaimonia, what it is, how they bring it to life, bringing hope and joy to others and what companies should be doing differently to improve their customer experience. This interview follows on from my

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Care to rate us? Using feedback to improve customer experience

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This is a guest post from Rachel Stones of BuiltforTeams.com Feedback can come in a variety of ways: via product or service reviews, follow up emails and through your chat conversations. Or it can come through more thorough channels such as focus groups or interviews with frequent clients. Whatever way you receive or solicit feedback, what do you do with it? Does the complaint over shipping time get pushed to the side? Or does the feedback over packaging get ignored?

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The Commonwealth of Self Interest and customer engagement – Interview with Paul Greenberg

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Today’s interview is with Paul Greenberg, best-selling author and founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services. He is often called the “Godfather of CRM” and joins us today to talk about his new book: The Commonwealth of Self Interest: Business Success Through Customer Engagement, what engagement really is, the challenge and what we should be doing to improve how we serve our customers. This interview follows on from my recent

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Real competitive advantage in customer experience comes from understanding customers and what drives them away – Interview with David Avrin

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Today’s interview is with David Avrin, a keynote speaker, an author, a consultant and also CEO of Visibility International. David joins me today to talk about his new book: Why Customers Leave (and How to Win Them Back), what it’s about, what we can learn from it and what we should be doing differently to improve customer service and experience. This interview follows on from my recent interview – Gender and diversity imbalances will impact your ability to connect with

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Gender and diversity imbalances will impact your ability to connect with and serve your customers – Interview with Adriana Gascoigne of Girls In Tech

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Today’s interview is with Adriana Gascoigne, founder and CEO of Girls in Tech, a San Francisco-based non-profit organization devoted to empowering, educating and engaging women in the tech industry across 43 chapters in 32 countries. Adriana joins me today to talk about Girls In Tech, her new book: Tech Boss Lady: How to Start-Up, Disrupt, and Thrive as a Female Founder and the impact that gender and diversity imbalances have on an organisation’s ability to best serve its customers. Here’s

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Most companies don’t get what it means to deliver a great customer experience

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If you stop and think about your own behavior for a minute. I’m betting that when faced with a question that you don’t know the answer to then one of the first things that you will do is ‘Google’ the answer. This is not unusual and is what many of your customers do too. When applied to questions that are related to products or services that we use or are considering buying that’s called self-service. Personally, I believe, helping customers

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