Podcasts about employee experiences

Springtime in New England is the worst. As I sit here on another cold and rainy “spring” day, I'm reminded of what I was told by someone when I first moved to Boston 25 years ago: “Springs in New England are wonderful.” I never trusted another word that person said after I experienced it for myself. Part of it is the waiting for something better that you hope is right around the corner in terms of sunny skies and warmer weather. And then two weeks later it will be 87 with 1000% humidity. But those two weeks of actual nice weather are pretty wonderful. But the waiting is rough, as transitions often are. Any kind of transition can be painful and wrought. Think about the transitions that you have gone through in your life, what it felt like, and what it took to get through it. It turns out that in many ways we are in another transition right now: something called Late-Stage Capitalism. We can look at the technological transitions taking place, the accumulation of wealth and the growing disparities it is bringing, environmental degradation, and the seemingly increasing number of financial crises as indicators of this transition being underway. But what comes next? To talk about social transformations and transitions, we welcome Jaime Schwartz to the Experience by Design studios. Jaime's expertise crosses a lot of areas, which is a good thing because we talk about the need to have breadth of knowledge and experience as we enter what he calls the Co-Creation Economy. Part of this lies in finding better ways for people to work together, using AI as a tool to help facilitate collaboration and flow. Another part of this is focused on helping corporations align their brands with a higher mission and purpose. Finally, we have co-creationism in art, where new technologies and approaches to expression create new ways of sharing, owning, and co-creating artistic expression. Overall, our conversation digs into how we successfully transition to embrace the promise that technological innovations have for making our lives better, and hopefully not being run over by it. And how by coming together we can accomplish great things. Team Flow Institute: https://teamflow.institute Mrkd Art: https://mrkd.artBrand Therapy: https://brandtherapy.coach

Lisa Mitchell-Kastner is Head of People & Culture and CHRO at ISS Americas where she is passionate about enhancing workplace culture, leveraging technology tools to create an engaging employee experience. Mike Petrusky asks Lisa about her career journey from operations into HR and she shares her perspectives on current workplace trends, including the evolving talent landscape in a post-Covid workplace where employees have expectations for flexible working arrangements and desire a strong alignment with the company's purpose and values. Lisa believes that multigenerational workforces and diverse teams necessitate the creation of inclusive environments that foster open communication and value diverse perspectives, so she promotes the power of storytelling and the development of a strong employee value proposition to attract and retain talent. Mike and Lisa agree that delivering workplace technologies that match the frictionless and intuitive experiences in our personal lives is essential, so they offer practical advice to help you be a Workplace Innovator in your organization! Connect with Lisa on LinkedIn: https://www.linkedin.com/in/lisa-mitchell-kastner-22984b13/ Learn more about ISS Americas: https://www.issworld.com/en Discover free resources and explore past interviews at: https://www.workplaceinnovator.com/ Learn more about Eptura™: https://eptura.com/ Connect with Mike on LinkedIn: https://www.linkedin.com/in/mikepetrusky/  

How can mastering your mindset, implementing proven systems and elevating others through your business end up transforming your franchise journey?Today's guest, Scott Greenberg, author of The Wealthy Franchisee and Stop the Shift Show, is sharing what sets successful franchisees apart from the rest. And it's all about mindset, sticking to a proven system and using your business to elevate those around you. Scott also shares his concept of the “mental heckler”  and how to deal with it through fact vs feeling as well as making sure businesses thrive by empowering those who make it happen and that is the employees!Scott Greenberg is a speaker, writer, and performance coach who helps franchisees improve their leadership skills and grow their business. Scott specializes in the human elements of franchise operations that include franchisee mindset and brand culture, employee management and coaching, and customer experience and retention. For ten years Scott was a multi-unit franchisee with Edible Arrangements. In addition to building a top-ranked flagship location in Los Angeles, Scott acquired a second struggling location and made it profitable within the first year. His operation won the Edible Arrangements “Best Customer Service” and “Manager of the Year” awards out of more than 1000 locations worldwide.So, if you are ready to conquer your inner “mental heckler” and elevate your leadership game then this episode is for you!Connect with Scott GreenbergWebsite: https://scottgreenberg.com/LinkendIn: https://www.linkedin.com/in/scott-greenberg-1b17539/Hourly Employee Management System: https://hemsworldwide.comEpisode Highlights:Meet author Scott GreenbergScott's journey into franchisingScott's motivation behind writing The Wealthy FranchiseeExploration of how mindset impacts franchisee successDifferences between successful and underperforming franchiseesExploration of the mental heckler and strategies for managing self-doubtDistinguishing between facts and feelings in decision-makingScott's motivation behind writing Stop The Shift ShowImportance of creating a supportive work culture and meaningful employee engagementThe importance of balancing franchisor guidance without crossing into joint employer regulationsConnect with Tracy Personal LinkedIn: https://www.linkedin.com/in/tracy-panase/ JBF LinkedIn - https://www.linkedin.com/company/jbfsale JBF Franchise System - https://jbfsalefranchise.com/ Email: podcast@jbfsale.com Connect with Shannon Personal LinkedIn - https://www.linkedin.com/in/shannonwilburn/ JBF LinkedIn - https://www.linkedin.com/company/jbfsale

This episode features an interview with Matt Rivera, Chief Marketing Officer at Day & Zimmermann and Gary Sevounts, Chief Marketing Officer at Simpplr. Matt has worked for Day & Zimmermann for 34 years, from payroll administrator to the first person in the marketing department. He leads a diverse team of marketers and communications professionals who contribute to a cohesive, professional and high-performing marketing organization. Gary is a veteran CMO with a track record of building high-growth demand and revenue engines, effective marketing teams, differentiated brands, and establishing categories. Previously, he was CMO at Malwarebytes, Socure, and Equifax's Identity and Fraud Division.In this episode, Miriam, Matt, and Gary explore the connection between customer experience and employee experience, the importance of authenticity and transparency in storytelling, and leveraging AI to enhance communication and measurement.-------------------“ With the automation that we have today for the employee experience, you can do that and then transfer it right over into the external marketing. You're tweaking the message. But it's the same types of messaging. It's the same campaigns. We're looking at the same analytics. All of those things really start connecting a lot. I think, in a lot of cases, the employee experience and what you're doing there, if you're doing it right, it's authentic, can really drive some of the marketing stuff too.” – Matt Rivera“ Brand starts internally.  It starts with a mission and starts with the employees believing in why. Why did we start the company? Why are we doing what we're doing all day long? Why are we passionate about it? In the companies that I worked with and I dealt with, when there is that connection and it's genuine, employees become ambassadors. In the companies where that connection doesn't exist, people don't believe it and it's just words, then it can take a negative turn really quickly.” – Gary Sevounts-------------------Episode Timestamps:*(02:51): Matt and Gary's career journeys*(07:01): Getting to know Matt and Gary*(08:41): Exploring the connection between CX and EX*(12:56): The art of great storytelling *(24:15): Marketing strategies for Internal Communications*(35:36): Leveraging technology for employee engagement-------------------Links:Connect with Matt on LinkedInLearn more about Day & ZimmermannConnect with Gary on LinkedInConnect with Miriam on LinkedInCohesion PodcastAbout Simpplr

Why you shouldn't have an AI Strategy. Why you should be implementing GAI & AI everywhere you can.Why you should join up your EX and CX AI efforts.Andrew McInnes on LinkedIn.Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Elevate your employee experiences and create a workplace people love. Brad Norwood, the visionary founder of DreamIT, reveals the secrets to crafting unforgettable experiences within the workplace that boost retention and spark passion. Discover how their company helps other companies create magnetic cultures through personalized incentive travel programs, inspiring employees to stay and perform at their best. Brad also emphasizes the power of personal experiences over cash rewards by sharing practical tips on building a culture of achievement and recognition.Love the show? Subscribe, rate, review, and share!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #251 we welcomed Vinod Muthukrishnan, VP & COO at Webex by Cisco based in the San Francisco Bay Area, CA. Vinod leads all go-to-market activities, including strategic communications, marketing and partner & sales enablement. He was previously Co-Founder/CEO of CloudCherry, a customer experience management company, which was acquired by Cisco in October 2019.Prior to that he spent seven years at sea as a First Officer before running Global Sales at Market Simplified. Based in the Bay Area, Vinod enjoys cricket and expanding his library of leadership and P.G. Wodehouse books.In this episode, Vinod and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Webex by Cisco think through on a daily basis to build world class customer & employee experiences. **Episode #251 Highlight Reel:**1. How time in the Merchant Navy led to a career in entrepreneurship  2. Building CloudCherry & being acquired by Cisco  3. The shift of contact centers from cost to revenue centers 4. Why understanding your customer journey is paramount 5. Foundation for building a world class tech-stack  Click here to learn more about Vinod MuthukrishnanClick here to learn more about Webex by CiscoClick here to get in touch with WebexHuge thanks to Vinod for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, & Freshworks) + they can learn more about our CX/CS/RevOps managed services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Exploring AI's Role in Revolutionizing Customer and Employee Experiences in Contact Centers  Shep Hyken interviews Jonathan Rosenberg, Chief Technology Officer and head of AI at Five9. He talks about how contact centers can use generative AI to deliver customer experiences that people love.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations?  How does AI contribute to transforming contact center agents into brand ambassadors?  Why is empathy important in customer service interactions, and how can AI complement this human trait?  How does the implementation of AI tools impact companies' return on investment?  How does generative AI reduce labor costs in contact centers while maintaining human involvement?   Top Takeaways:     AI is changing the way that contact centers operate. AI-driven tools can handle simple queries and support human employees in answering complex questions. It allows businesses to offer quick, precise help that reduces call and hold times while keeping human agents available for tasks requiring empathy and complex problem-solving.    Self-service options are growing more advanced and popular. Although AI can tackle straightforward and repetitive tasks, humans are necessary for high-stakes or complicated situations due to their ability to understand emotions and contexts more deeply.     AI isn't about replacing human employees but empowering them. It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities.     Great customer experiences can lead to loyal customers. With AI tools, employees can easily access customer's history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. When customers feel understood and valued, they are more likely to return and tell others about their positive experiences.     AI is quicker and more cost-effective to implement than ever, and the return on investment from AI in customer service is significant. AI can shorten call handling times and make each interaction more efficient, saving money for the business.     Plus, Shep and Jonathan discuss what happens to companies that are laggards when it comes to adopting AI. Tune in!  Quote:   "Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low."    About:    Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9's Genius AI portfolio.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

On this episode of the Customer's First Podcast, we dive deep into the world of customer experience with the returning guest, Samantha Irwin, a renowned small business customer experience consultant and the founder of the Power of People Training Academy. Samantha brings her wealth of knowledge from years of experience in the hospitality industry and her passion for uplifting individuals to share insights that help businesses create magical customer experiences. As we delve into the core of customer experience, Samantha emphasizes that the journey begins with the employees. She advocates for a mindset shift among leaders to prioritize and empower their teams, enhancing customer service. With a focus on always being in hiring mode, she shares invaluable strategies for attracting and retaining high-performing employees. This proactive approach ensures businesses are never in a rush to settle for hires that might not align with their company culture. Samantha elaborates on the attributes of A players, highlighting the need for initiative and drive as critical factors when selecting potential employees. Moreover, we explore the connection between employee satisfaction and customer loyalty. Samantha passionately discusses how understanding each team member's qualities can streamline the hiring process and boost morale. She shares tools like creating a culture deck that helps leaders cultivate an environment where employees feel valued, leading to enhanced customer experiences. By reverse-engineering the hiring process and focusing on cultural fit, Samantha illustrates how businesses can build a robust team that embodies their values. As the episode wraps up, Samantha encourages leaders to continuously evolve their understanding of staff motivations and customer experience strategies. Businesses can retain top talent and deliver extraordinary customer service that drives loyalty by promoting an ongoing dialogue within their teams and incorporating feedback and innovative training resources. Samantha's Contact Information: Website: https://kaizen.zone LinkedIn: @samanthairwin Instagram: @samantha_kaizen link for the Creating a Culture Deck (discount code CULTURE): https://kaizen.zone/creating-a-culture-deck/ Tacey's Contact Information: All Social Media: @taceyatkinson Website: https://www.taceyatkinson.com Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!  

A company reputation matters. Those organisations that have a reputation for a great culture will attract people because of that culture. But that reputation could blind us to the toxic micro-cultures that may exist, resulting in people suffering in what should be a great culture. What can leaders do to uncover these toxic micro-cultures? What causes these cultures to develop in the first place? Join Amrit as he explores this topic in this week's podcast.

On this episode of Six Five Media at HP Imagine, hosts Daniel Newman and Patrick Moorhead are joined by HP's President and CEO Enrique Lores for a conversation on how HP is embracing artificial intelligence to reinvent employee experiences and make the future of work more adaptable and efficient. Their discussion covers: The role of AI in transforming workplace collaboration and productivity. HP's strategic initiatives towards developing AI-driven solutions for businesses. Insights into HP's vision for the future workplace and employee experiences. How technology is shaping the way organizations approach work-life balance. Enrique's perspective on leadership in the era of digital transformation.  

The third episode of our Six Five On The Road series at HP Imagine 2024 welcomes HP's Dave Shull, President of Workforce Solutions, for a conversation with Daniel Newman and Patrick Moorhead about how HP is advancing its strategy to deliver exceptional digital employee experiences. With employees increasingly demanding more personalized and seamless technology interactions at work, HP Workforce Solutions (HPWS) is stepping up by introducing new and enhanced platforms and services designed to anticipate and resolve tech issues before they become disruptive. Their discussion covers: The evolution of the digital employee experience market and what's new at HPWS. The new challenges customers face in creating a positive digital work environment and how HPWS addresses these issues. Announcements made by HPWS at the HP Imagine event, highlighting the launch of new platforms and services. HPWS's focus for the next 1-3 years, centered on seizing big opportunities in improving employee experiences. Strategies for fostering a culture of innovation and creativity within HP to meet lofty goals.  

“At the end of the day, it's about making that employee experience as great as we can.” -Thom Robbins   Thom Robbins is the Director of Marketing for PeopleReign, a SaaS platform that automates IT and HR employee service and reduces call volume by 65%. Thom is a Sales and Marketing guru. He has been working with many startups over the past 10 years, helping them grow their marketing department and sales team. He loves mentoring and would be a great mentor to any digital marketer looking to grow or build a digital program in a B2B startup or any sales executive looking to grow their sales team. In this interview, Thom discusses marketing strategies, AI in the workplace, and building thought leadership.   Website: https://peoplereign.io/ LinkedIn: https://www.linkedin.com/in/thomrobbins/

“At the end of the day, it's about making that employee experience as great as we can.” -Thom Robbins   Thom Robbins is the Director of Marketing for PeopleReign, a SaaS platform that automates IT and HR employee service and reduces call volume by 65%. Thom is a Sales and Marketing guru. He has been working with many startups over the past 10 years, helping them grow their marketing department and sales team. He loves mentoring and would be a great mentor to any digital marketer looking to grow or build a digital program in a B2B startup or any sales executive looking to grow their sales team. In this interview, Thom discusses marketing strategies, AI in the workplace, and building thought leadership.   Website: https://peoplereign.io/ LinkedIn: https://www.linkedin.com/in/thomrobbins/

This week we're facing into the hard truth of whether senior leaders and CEOs are motivated enough to improve productivity and performance across organisations. Doing nothing can actually pay off. Many senior leaders will get their bonuses, and one could argue, they are almost being incentivised to maintain the status quo. But across every organisation, everyone knows those areas that need improvement or require attention, which will improve productivity and performance, but nothing is being done about them. No one is motivated enough to rock the boat and deal with the big issues. Could this be the reason why the UKs productivity is stuck? Join Amrit as he shares his thoughts of how we could improve what everyone claims they want.

Summary:Nicholas Rhodes is the Founder and Creative Director of OutSnapped.com and an experience specialist in leveraging generative AI and machine learning to create memorable and engaging company events. In this episode, Nicholas defines generative AI and talks about how HR professionals can use it in the workplace to streamline processes, save valuable time, and possibly even eliminate biases. Chapters:[0:00 - 10:04] IntroductionWelcome, Nicholas!Today's Topic: How AI in the Workplace Can Improve Employee Experiences[10:05 - 17:53] What is generative AI and what will it mean for the average HR professional?Generative AI can be used as an entirely new (conversational) operating systemUsing custom AI tools to assist with time-consuming tasks[17:54 - 29:41] How can generative AI help HR?AI is not currently influenced by human emotionThe pros and cons of the data used to build current generative AI tools[29:42 - 39:35] How can HR professionals get started with generative AI?Generative AI tools are currently more accessible than they may ever beHow organizations can use generative AI privately without putting proprietary data online[39:36 - 41:26] ClosingThanks for listening!Quotes:“[When using generative AI], no longer am I utilizing the operating system of the computer, I'm using literally a conversational operation system.”“AI is really scary right now to a lot of folks . . . but it's free right now, and these tools are not going to be free forever. ”Contact:Nicholas' LinkedInDavid's LinkedInDwight's LinkedInPodcast Manger: Karissa HarrisEmail us!Production by Affogato Media

Heidi Raines, founder and CEO of Performance Health Partners and author of Shared Voices: A Framework for Patient and Employee Safety in Healthcare, discusses quality improvement, incident reporting and other strategies to maintain a healthy workforce and build a culture of safety.

Watch and hear from our Brand Managers about what it's like to work at My Amazon Guy through firsthand employee experiences. From initial challenges to personal growth, our team members share insights on the supportive culture, structured organization, and dynamic environment. Learn how we prioritize continuous learning, remote work flexibility, and a family-friendly atmosphere. Whether you're looking for a new opportunity or want to understand our company better, this video provides a comprehensive overview of life at My Amazon Guy.#MyAmazonGuy #MAG #Amazon #Hiring #MyAmazonGuyJobs Apply for a job at My Amazon Guy↳ https://myamazonguy.com/jobs/→ Use Data Dive with code MAG for exclusive savings!↳ https://2.datadive.tools/subscription/subscribe?ref=otkxnwu&coupon=MAG-----------------------------------------------------------------------------------------Join My Amazon Guy on LinkedIn: https://www.linkedin.com/company/28605816/Follow us:Twitter: https://twitter.com/myamazonguyInstagram: https://www.instagram.com/stevenpopemag/Pinterest: https://www.pinterest.com/myamazonguys/Please subscribe to the podcast at: https://podcast.myamazonguy.comApple Podcast:  https://podcasts.apple.com/us/podcast/my-amazon-guy/id1501974229Spotify: https://open.spotify.com/show/4A5ASHGGfr6s4wWNQIqyVwTimestamps:00:00 - Employee Experiences at My Amazon Guy00:33 - Initial Impressions and Overcoming Challenges01:12 - Long-term Employee Insights02:30 - Culture and Learning Environment03:39 - Personal Growth and Leadership Opportunities05:05 - Flexibility and Remote Work Benefits06:02 - Structured Organization and Sops07:08 - Dynamic and Fast-paced Environment09:00 - Supportive and Collaborative Team10:52 - Onboarding and Training Experiences12:00 - Organizational Structure and Client Interactions14:08 - Continuous Learning and Knowledge Sharing17:00 - Work-Life Balance and Flexibility19:00 - Outro: Gratitude and Final ThoughtsSupport the Show.

In this episode of the Experience Strategy Podcast, we are joined by special guest Steve Usher, founder and host of The Experience Designers Podcast. We go deep into the core principles that drive success in experience strategy across both customer and employee offers. We challenge the status quo, pushing beyond played-out persona-based segmentation to explore the untapped potential of situational markets and context. Tune into this episode. It's time to zoom out, see the big picture, and take full responsibility for executing on the complete job to be done. For access to the transcripts to this episode, click here.

The growing disconnect between employers & employees is reshaping the job market and threatening business success. How can we work to bridge the gap and cultivate a thriving workplace? In today's episode of The C-Suite Mentor, Theresa delves into the concept of “The Gap and the Gain,” — not from the perspective of the book, but through the lens of the growing disconnect between employers and employees. Theresa draws from her upcoming leadership book to explore the implications of this gap on the job market, business operations, and employee experience. Things to listen for: The 3 Types of Employee Experiences: captivate phase, educate phase, & elevate phase. Challenges in Hiring & Onboarding: the importance of clarity and transparency during interviews. Actionable Steps: strategies to foster a positive workplace culture & enhance overall business success. As we wrap up this powerful conversation, remember that bridging the gap between employers and employees isn't just about improving communication—it's about creating a culture of transparency, trust, and mutual respect.   READY TO UNCOVER THE BLIND SPOT HURTING YOUR SMALL BUSINESS? Take this quiz to uncover what's holding your business back from success: https://theresacantley.lpages.co/quiz/  

Verena welcomes Gethin Nadin, an expert in workplace wellbeing and one of HRs most influential thinkers to discuss how to build better employee experiences for working parents.Wellbeing for working parents is a hot topics and Gethin shares insights from his research, including why organisations who prioritise employee health and wellbeing and put people over policy are often more successful and crucially, profitable. Gethin also shares the importance of taking charge of our own wellbeing, including speaking kindly to ourselves and being our own biggest supporters.Show Notes:Read Gethin's book, A Work in Progress (available on Amazon)Read our blog, why supporting workplaces is a wellbeing issue: www.leadersplus.org/supporting-parents-wellbeing

This week, we start a new mini-series with Little Green Light about how your nonprofit can improve its donor retention efforts to develop a more consistent and sustainable fundraising strategy. Then we host another segment of Nonprofits in the News, this time to talk about news stories and research articles about the career experiences of LGBTQ+ nonprofit employees, as well as employees from other historically marginalized communities. In this episode, we mention a few resources you may want to check out! — Find Little Green Light's Free Resources: www.littlegreenlight.com/jenni — Article about LGBTQ+ nonprofit employees: tinyurl.com/lgbtqnonprofit — Get my once-per-week email newsletter: nonprofitjenni.com/subscribe   Produced by Ben Hill Sound Music by Emily Summers ©2024 Nonprofit Jenni. All Rights Reserved.

Send us a Text Message.Hey CX Nation,In this week's episode of The CXChronicles Podcast #231 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas. This is our CXCP Day 2 recap of the event. I was able to have my friend Kristi Faltorusso join us again on the podcast to rap on all of the things that we are seeing, hearing & talking about with all of the conference attendees. In this episode, Kristi and Adrian chat through some of the speakers, presenters, vendors, technology & the genuine "yammering" that we are hearing at Customer Contact Week 2024.**Episode #231 Highlight Reel:**1. Changes with Employee Experiences in today's world2.  Leveraging & embracing AI to scale your business 3.  Networking & learning from some of the best & brightest in the CX space4.  Future events + post conference thoughts, ideas & CTAs5.  Making Happiness A Habit  Huge thanks to Kristi for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

HR Outsourcing Companies for Small Businesses Dallas are leveraging AI to revolutionize HR practices, enhancing employee experiences through automation, personalization, and data-driven insights, positioning themselves at the forefront of technological innovation in HR. Insurance4Dallas City: Dallas Address: 4516 Lovers Lane Website: https://insurance4dallas.com/health-insurance-companies-in-texas/ Phone: +1-972-219-6004

“Research tells us that extremely low numbers of employees are truly happy with their experience at work – Gartner suggests it may even be as low as 13%.  “Unengaged employees are not productive employees, and they are unlikely to stay in your organisation for long.” Those are the words of the LACE Partners team, who recently launched the employee experience revolution - a campaign and guide that provides five steps to successful EX. Kat Bernardes and Cathy Acratopulo joined Gary to talk through delivering a meaningful employee experience.  From clarity of what that is to auditing your current experiences, building an EVP, and loads more. Get your copy here: https://lacepartners.co.uk/the-employee-experience-revolution/ And sign up for the What The Fluff L&D Bootcamp: gethownow.com/wtf-bootcamp  Timestamps 0:00 Intro 1:36 Why EX is so important 6:36 Creating a robust EVP 11:32 Targeting different audiences  16:02 Auditing your current EX 21:56 Quick wins for EX 25:49 Driving business value and commercial impact. 30:00 Communicating value and co-owning the strategy 37:03 Shouting about your wins 40:07 Being the catalyst for EX change How to connect: Connect with Cathy: https://www.linkedin.com/in/cathy-acratopulo-lacepartners/ Connect With Kat: https://www.linkedin.com/in/kat-bernardes-452b9826/ Connect With Gary: https://www.linkedin.com/in/gary-stringer-copywriter Learn more about LACE: https://lacepartners.co.uk/ Learn more about HowNow: gethownow.com --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

In this episodes we talk about pattern of management how you can inspire your team to deliver amazing customer experiences each day. Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in your sales team.   Consider how you run your shifts and care for your team: Pattern of management is an intentional approach to leading your shifts and your business You can drive attention to detail that builds customer trust Being present with your team drives engagement through coaching and recognition Your presence sets a tone for expectations and excellence   It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in my latest virtual hospitality program.   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there's a lot of exciting announcements we've been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading. Today we're going to talk about AI and its role in creating and delivering winning customer experiences. To help me discuss this topic, I'd like to welcome Simonetta Turek, Chief Product Officer at Medallia. Resources Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

How can organizations and human resource practitioners view employee life-work experiences, across the life-course? What new considerations might emerge through more dynamic frameworks that include the changing needs of employees throughout their work lives? For decades, research on Human Resources Management (HRM) frameworks has largely reflected approaches driven by the presumption of employee needs and experiences, based on status quo expectations. Workplace policies designed from these assumptions constitute employee privilege based on marital and parental status, and the unequal, inequitable treatment of historically marginalized groups. The emergence of EDI (Equity, Diversity, Inclusion)/DEIBAJ+ (Diversity, Equity, Inclusion, Belonging, Access, Justice & Beyond) frameworks has heightened awareness, and encouraged organizations to adopt more inclusive approaches to HR policy and organizational culture. However, HR perspectives most often do not take into account the needs of employees who live outside of status quo identities, whether at different life stages (as traditionally/socially presumed), or permanently. Our guests today will offer listeners in-depth perspectives around the need for and impact of multi-disciplinary HRM frameworks, which span the life-course. We will be in conversation with Dr. Krystal Wilkinson, co-editor of the 2024 book: 'Work-Life Inclusion: Broadening Perspectives Across the Life-Course' (Emerald Publishing), and Dr. Robin Hadley, who contributed to the book, and addresses the experiences of childless men in the workplace. We'll discuss the importance of these expanding perspectives for HR practitioners, the challenges of and possibilities for creating an inclusive workplace, and specific considerations for lesser acknowledged work-life realities. Tune in live to learn more!

Fast-track your career with our 12-week training programme: https://www.thisishcd.com/coaching-mentoring-for-innovators-change-makers Today on the podcast, I'm delighted to welcome Elliott Nelson, Chief HX Officer, which is Human Experience Officer at HXWISE in the US. Now we connected through my good friend and our good friend, Marc Stickdorn in 2023, and had great conversations about the complicated processes within the world of HR and employee experience. So this episode is really for anyone who has been wondering about using service design methods. For employee experience. Elliott is truly awesome. He was a fantastic guest. I know you're going to find it really interesting to listen to him. I know you're going to love this episode. So let's jump straight in. linkedin.com/in/elliott-nelson-392343

Teams will reflect how they are treated back onto their teams.  Take the time to lead with a sense of empathy and enthusiasm and you will find they deliver higher quality experiences for guests, customers, and consumers.   Visit https://www.4xi360.com/truenorth to invest in your sales team.   - Employee experience begins with the hiring process, orientation, and onboarding. - Intentionally leading with empathy will help you lead your team the way they want to be led. - Communicate in a way the informs withour overwhelming. - Understanding the different generations in the workplace will help you lead them better. - Create welcoming and inclusive environments will help attract and retain top talent.   It's time for the great service comeback!  Visit http://6canons.com to invest in my latest virtual hospitality program.     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

Increase Productivity and Unlock the Power of a Frictionless Employee Experience.In this episode of The Frictionless Experience, we have the pleasure of hearing from Dennis Perpetua, Global CTO of Digital Workplace Services at Kyndryl.With a workforce of 90,000 employees, Dennis knows the employee experience has to be top of mind in leading a large organization. Why? Because there is a causal relationship between employee experience and customer experience.Dennis shares his decades' long expertise and findings on how the employee experience correlates to productivity, financial performance, and overall business metrics. Dennis takes us through his approach to improving the employee experience and what aspects you should focus on to create a digital workplace that enables customer success and leads to financial growth. Join us as we discuss:Prioritizing the employee experience for business successEliminate friction in the employee experience for a more productive workplaceConvincing C-Suite leadership to invest in the employee experienceUsing AI as a way to improve both the Consumer and Employee Experiences

NEW YEAR - NEW EPISODE! As we kick off the year, consider this: How can you unlock your team's full potential at work? And as a leader, how can you deepen your responsibility to nurture your community—ensuring happiness, a sense of belonging, and letting everyone know that their daily contributions truly matter? Why? Because as the world evolves, the consistent heartbeat of your organisation is its people. Aligning that heartbeat with your operational strategy is crucial today and in the future. In today's podcast, we speak with Catrin Lewis, a global trailblazer in employee experience. A globally recognised, multi-award-winning culture and transformation specialist, Catrin shares insights, tools, and strategies to unleash your people's power and change the world at work. Cat, as she is affectionately known, is the founder of her own consultancy, also aptly called CAT, which stands for Culture and Transformation. Through her work, she empowers leaders to unleash the full potential of their people, acting as a catalyst for positive change in the workplace. She is also the former Head of Global Engagement and Internal Communications at Reward Gateway, who has helped more than 4,000 of the world's leading companies in 23 countries make work better via an employee engagement platform. She is also an HR Advisor for Tenzing, the go-to investor for ambitious entrepreneurs looking to scale tech-enabled businesses. Our conversation with Cat unveils many valuable insights. In a world where metrics often overshadow meaning, she advocates for a fundamental shift, urging business leaders to see themselves as community leaders. She also emphasises that the true potential of any organisation lies in the fulfilment of its people, highlighting the crucial role of purpose, belonging, and trust. Overall, this conversation felt like catching up with an old friend and had a great flow. Cat's passion for her work shines through, showcasing why she's a true pioneer not only in making work a better place but also in changing the world at work by focusing on the human heartbeat of any organisation. Catrin Lewis: https://www.linkedin.com/in/catlewis33/ The Monster In The Office: https://www.youtube.com/watch?v=7txA4BwA8OgSee omnystudio.com/listener for privacy information.

Speakers: Ivan Dopplé, Kyndryl Senior VP and Global Leader of Digital Workplace Services; and Maryjo Charbonnier, Chief Human Resources Officer of Kyndryl

Welcome to the Digible Dudes podcast where we dive deep into the digital world of Multifamily with your hosts David Staley and Reid Wicoff.  In this special year-end episode, we sit down with Nicole Staley, Co-Founder and CXO of Digible Inc, as we reflect on the significant strides we've made as a company this year.  We explore Digible's key milestones, team expansion, and cultural evolution. The hosts discuss the wins and challenges they faced, emphasizing the importance of maintaining a vibrant company culture amidst rapid growth. As the episode wraps up, we leave our listeners with insights into the company's future directions and the team's expectations for the coming year, promising an exciting journey ahead. So make sure to watch till the end! Enjoyed the podcast? Make sure you rate us on Spotify and Apple Podcasts Digible: https://digible.com/ Fiona: https://www.myfiona.com/ Leave a Spotify Review: https://spoti.fi/3LfoEdU Leave an Apple Review: https://apple.co/3AA2zRj (00:00) Introduction and AI Impact on Jobs  (01:00) Startup Growth and Business Challenges  (03:21) Employee Experiences and Role Adaptation  (06:51) Company Achievements and Department Expansion  (10:42) Organizational Culture and Team Dynamics  (15:03) Innovation and Adapting to Technological Changes  (20:28) Digible's Future Outlook  (28:42) Reflection on Company Growth and Culture (31:50) Employee Experience and Managing Growth (34:53) Digible's Core Values  (39:50) Reflections on Leadership and Decision Making (45:39) Challenges of Rapid Expansion (51:33) Personal Development and Leadership Growth (57:08) Looking Ahead to 2024: Opportunities and Aspirations

Great employee experiences are what today's IT buyer needs and what Ziro aims to deliver. “Technology is a tool to accomplish something,” says Steven Karachinsky, CEO Ziro. “Work today is really hard to get done, and when work doesn't get done, there's a cascading effect as a result from that.” According to Steven, the pandemic left organizations with a mismatched assortment of tools and technologies, many of which were never designed or even altered to work together. Today, Steven argues, the opportunity for the MSP community is to pull those tools together. To deliver on the long promised, promise of UC. In this podcast Steven outlines how Ziro is offering the MSP community fresh thinking on harnessing UCaaS as a platform to help clients put their organization's technologies together, and to create great employee experiences, productivity, and outcomes. Ziro is presenting itself as a   platform for solving end user problems. As Ziro has close ties and experience working with Cisco and Microsoft platforms, Ziro helps MSPs develop bespoke client solutions, where no one feels “boxed in” to arbitrary solution sets. Visit https://goziro.com/

Jason S. Bradshaw, at 14 years of age started his first business by 21. He had started and successfully exited 3 separate businesses. In every instance, he disrupted the marketplace and won by delivering great customer experiences. He has worked for some of the world's most recognizable brands like Target and Volkswagen, helping them transform the experience they deliver and grow profits.   Today he works with businesses of all sizes to super charge their growth, all still with a focus on the experience they deliver.    Questions • You were on our show, I think it was back in 2021. Talk to me about what's happened since then, how have things been for you? • Could you tell us about the book that you had before It's All about CEX!: The Essential Guide to Customer and Employee Experience, some of the key tenants or themes that came out across that book? • As it relates to how to start improving the experience for your customers and your employees without needing to invest in additional money, what's one thing that we can start with? • As it relates to the employee experience versus the external customer experience, which one would you give more attention to? • You spoke a little bit earlier about two books you're currently working on but they haven't been published as yet. Could you share with us what those books are going to be about? • Are there any trends as it relates to customer experience that you're seeing currently that you believe will continue to be big things for 2024? And two things that you believe organisations should be looking to focus on for their organisation as it relates to strengthening their customer experience or growing your customer experience? What would those be? • What's the one online resource, tool, website or app that you absolutely cannot live without in your business? • Can you also share with our listeners, what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. • Where can listeners find you online? • Now, before we wrap our episodes up, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote, it kind of helps to get you back on track if for any reason you got derailed or you got off track, the quote kind of gets you back there. Do you have one of those? Highlights  What's Happening with Jason Now! Me: Now, I know that you were on our show, I think it was back in 2021. Talk to me about what's happened since then, how have things been for you?   Jason shared that things have been busy. He's finalizing the manuscript on not one but two new books which will come out early in the new year. He's also been working with some really unique organizations, in various ways as interim Chief Growth Officer as a pure consultant. And of course, continuing to do keynote presentations and his work supporting leaders and boards across the globe, transform the experiences they deliver. It's been a really unique time watching organizations of all shapes and sizes, navigate this post pandemic world, and what they've considered a priority and what they haven't.   About the Book – All about CEX!: The Essential Guide to Customer and Employee Experience – Key Tenets from the Book Me: So, for those of our listeners that would not have tapped into your previous episode with us. Could you tell us about the book that you had before It's All about CEX!: The Essential Guide to Customer and Employee Experience, which is one of the top reasons we had brought it on. That book was so amazing, could you tell us about some of the key tenets or themes that came out across that book?   Jason shared that It's All about CEX!: The Essential Guide to Customer and Employee Experience, that was his first walk. And it was a bit of a passion project to start with, because he'd always wanted to write a book. And he finally put the theory into action and wrote a book that was designed to help any individual in an organization understand a couple of key things.  Firstly, the key link between customer and employee experience, you can do some tactical things to improve the customer experience for a short period of time, but if you really want to maintain and differentiate the experience that you deliver to your competitors, then you also need to focus on the employee experience. So, they tackle that in the book.  They also tackle in the book how customer experience is not a soft measure, it's quite often seen as hugging your customers, or something that's rather soft. But actually, in the book, you'll discover that there's some really strong commercial ties and commercial impacts to the work of a true customer experience professional.  And then the third area that they explore in the book is how to actually go about getting started. It always frustrates him, throughout his career where he's worked in 7 different industries, banking, finance, government, automotive, retail, etc.  It's always frustrated him when he's turned up to an organisation and the first thing that he hears is, “We haven't been able to do anything because we don't have the money to start.”  And he's like you can start today, you do not need to throw millions of dollars at a problem to start improving it. And in the book, he gives a really practical step by step guide on how to start improving the experience for your customers and your employees without needing to invest in additional cent or build out a new system. Of course, he talked about some of that stuff as well in the book, but the key message is just get started and here's the way on how to do it.   Improving the Customer and Employee Experience Me: So, I like the train of thought as it relates to so you don't need millions of dollars to start, but let's say you have a CEO in front of you that says, but Jason, it takes money, it costs money to make money and to train the staff, to get them to be customer oriented, to bring in a consultant, we don't have the resources, we don't have an HR department, we don't have a resource person internally that we can use. What's one thing that we can start with then since you're suggesting we can do this without millions of dollars invested?   Jason shared that the first thing is to define what great looks like and measure yourself against that. So, if a CEO came out today and said, “I think the company is successful if all of our phones are pink and I'm going to measure how many of our phones in the company are pink.” Well, all of a sudden without training anybody, without spending a cent on banners or education programmes, or retreats to get people inspired, the sheer fact that you've stated that it's a key goal, this sheer fact that you're measuring, it means that someone in procurement is going to start buying pink phones. And it's the same with customer experience and employee experience, define what great looks like and define how you're going to measure it, and start doing that even in the most rudimentary ways. But the moment you start talking about it, the moment you start putting focus on it, people will start to move towards it.  Now the problem is, most organizations say we want to be known for delivering great customer service or delivering great customer experiences and they stop there.   And then 6 months down the track they say, “Well, we said we wanted to be famous for this. But nothing's improved.”  Well, you've missed the key point. The key point is you've got to define what great looks like. So, what do you mean when you say, we want to be great at customer experience, what defines or represents great in our terms, and then you have to say, and I'm going to measure it this way and this will be the marker of success. When you combine that clarity, you don't need to instantly spend money on new systems or new profiles or training because people will start gravitating towards it. But if you don't have the clarity, people will just fumble around and they won't deliver any improvements. In fact, in many instances, without clarity, you'll go backwards.   Employee Experience Versus External Customer Experience Me: Now, you talk a lot about great customer experiences, and defining what that looks like what great looks like, what are your views, since this is an area that you were practising, and you have a lot of experience in it as it relates to the employee experience versus the external customer experience? Do you believe there's a direct correlation between the two? And if you were to let's say for example, focus on one more than the other, which one would you give more attention to?   Jason shared that that's the million dollar question always. If you have to choose one, the area to start out on is the employee experience. And he says that because try to get a happy employee to deliver a bad experience, it's less likely. Try to get a disgruntled employee to deliver a great experience, almost impossible because they're so caught up in their own drama and their own challenges that they're faced every day.  An organization that gets a specialist to come in, they wrote a 300 step process to deliver a great customer experience. But they don't train their team members, and they don't align their systems to the processes. The team member can't deliver that great customer experience that the process was designed to deliver, because everything is getting in the way. But if you say to an employee, I'm going to invest in you, I'm going to make this a great place to work, and you are going to want to see the company succeed, then they will find a way to deliver a better experience for customers.  Because intrinsically, they're being motivated by the great experience that they have. So, if you have to choose, absolutely go with employee experience first. The caveat he'll put on that though, is yes, you can start with employee experience, but you still have to define what great looks like for the customer.   Books Jason is Currently Working On Me: Now, you spoke a little bit earlier about two books, I think you mentioned that you're currently working on but they haven't been published as yet. Could you share with us what those books are going to be about?    Jason shared that one book is a really practical application book. And what he means by that is you can turn to almost any page in the book, and read just that page, and go and do work that will improve the experience of your customers, of your products, of your employees. It's designed in a way to encourage action, and take away some of the fear of not knowing what to do. So, think of it as a bit of an Experience Management Handbook.  The other book is very similar to his first one in the sense that it's more traditionally, a more traditional business book. And it explores this concept of moving beyond the singular transaction with a customer or with an employee and focuses on what's next. What does a customer really need to see to be fiercely loyal, for example, to your organisation, and again, it will provide some practical guides to how you go about implementing some of the concepts he talked about in the book.  And importantly, it's written in a way that it doesn't matter if you're the team leader of an organization or the CEO, you can see yourself having success and delivering success and growing your business through it.    Me: All right, and when are those books expected to hit the newsstands?    Jason stated that the year's getting away on us. So, both books will come out early next year, towards the back end of January.   Focus for 2024 Me: Now, we're embarking on a new year, as you just mentioned before, we're less than less than 60 days. Are there any trends as it relates to customer experience that you're seeing currently that you believe will continue to be big things for 2024? And if you are to, let's say two things that you believe organizations should be looking to focus on for their organization as it relates to strengthening their customer experience or growing your customer experience? What would those be?   Jason shared that he's going to give three if that's okay. The first one is specifically aimed at the CX professionals in organizations, you have to tie your work to the return on investment, you have to deliver a return on the investment. He's seeing companies all around the world, disinvest in customer experience programmes because the CX leaders in those organizations have been unsuccessful in creating a really robust link between their work and the commercial results of that work. And it's not surprising that CFOs then start to question it, but this work has a commercial element to it, and don't forget it.  Number two, how can you be the most convenient for your customers?  How can you meet your customers where they are, so that you are integrated into the way that they live versus being a transaction? How can you go from being a commodity to be a convenient resource that is part of their life? So, what he means by this is, beyond the sales channels that your customers wanted to be on, offer your customers the communication channels that they want to be on.  If you have customers that are 80 years old, and you have customers that are 20 years old, then yes, you need to have a landline phone number and you also probably need to be able to service them on Tik Tok, to think that you can only do one or the other means that you're going to have disgruntled customers at some spectrum. And of course, he's using some broad strokes here with those ages. But you understand his point.   And the third area is think beyond the purchase, beyond the transaction. If you think of Coca Cola, many people could argue that Coca Cola is a pure transaction product, you go in, you pick up the can of soda at the shop, you pay for it, you walk out, you drink it, and the transaction is over, the experience is done, and you move on.  You have fiercely loyal customers that will only drink Coke, they won't drink Pepsi or any other Cola products, and vice versa for those brands as well. And that's because they create an environment that associates with the consumers lifestyle choices, they have so much money that they spend on marketing to make you believe that drinking Coke is a lifestyle choice, that talks about you.  Now, he mentioned Coke as an example, because quite often the point that he's about to share with people, they say, “Oh, well, we just have a product like Coke and they just buy it and consume it and, there's nothing post the purchase that we can do.” His argument is that post the purchase transaction, you need to find a way to continue to be in the customers conversation, you need to continue to deliver value.  Now, in the sake of a soda, it's about being seen as a lifestyle choice, a successful lifestyle choice potential. But if you're selling someone a fridge or a washing machine or a course or a camping tent, whatever you're selling, how can you help that customer actually leverage the benefits of that product?  Get the most out of that product, so that in six months' time when they are at their barbecue talking about stuff with their friends, they can say, “You know, I bought this mobile phone or I bought this item or I did this course. And they genuinely wanted me to enjoy it, they genuinely wanted me to be able to use every feature to get the most out of it, to get the most value out of it.” And so, to sum up point three, deliver value to your customer, even after the purchase has concluded.   App, Website or Tool that Jason Absolutely Can't Live Without in His Business When asked about online resources that he cannot live without in his business, Jason stated that that would be his survey tool. Now, for him, it doesn't matter what tool you use, there's lots out there. There's no secret of the fact that he's a big advocate of Qualtrics Technology. But Qualtrics is an enterprise grade product is delighted for small businesses. There's a whole range of products out there. But the reason he says his survey tool, is because if you don't invite your customers and your employees and the marketplace in general to provide you with feedback, if you don't make it easy for them to give you unsolicited feedback, well, then, are you really listening? Are you really trying to get a pulse of what's working and what's not working in your business?  And so, for him, it's from a pure tactical perspective. For him, it's that tool and he'd encourage everyone to have that tool that lets them get structured and unstructured feedback from customers, employees and the marketplace at general. And so, he always go to that survey tool. But outside of that, at a personal level, it's not really a tool but he's a big believer in continued personal learning. And so, he read 30 odd books a year, so, you could imagine that audible sits on his mobile phone and always has a book ready for him to listen to when he's in the car or sitting on the plane.   What Jason is Really Excited About Now! When asked about something that's he's really excited about, Jason shared that these two new books that are coming out, they are absolutely one of the passions that he's working on at the moment. And he's not just saying that because he wants people to buy it, of course, he does want people to buy it. But they've taken on a life of their own. One book is actually technically two years overdue, but that's okay. And the reason he says it's okay is because he listened to what was happening in the marketplace and to what his customers were experiencing, and said, “No, the book I was writing is not the book people need.”  And so, he hopes and trust that when people get the actual version that the final manuscript that he's written, that they will see that customer experience isn't an option, focusing on it isn't an option, it is essential to driving your business forward and the book has the tools to help them deliver it. It really is something that's just taken on a life of its own and as he said, it's definitely two years overdue, his publisher, they'd like to have published it quite a while ago.  But it is so important to him that he gets this book right because he wants to really leave a dent in the world and improve the lives of customers, employees, through his work.  And then at a more personal level, he's working on a couple of new projects that he'll be launching in early December, which are online programmes designed to help businesses, specifically small to midsize businesses break through and have business success.    Where Can We Find Jason Online Website – www.jasonsbradshaw.com  Twitter – Jason S. Bradshaw Linkedin – Jason S Bradshaw Facebook – Jason S. Bradshaw   Quote or Saying that During Times of Adversity Jason Uses When asked about a quote that he tends to revert, Jason stated that he absolutely does. And the quote is, “No matter what, you've got this.” And it's so simple, but it was something a colleague said to him once and it's just is a reminder that whatever the challenge is, it doesn't matter, because you've had challenges before and you've got over them, you've succeeded and you can do it again. So, no matter what, you've got this.  Me: Thank you so much for sharing Jason.  So, Jason just wanted to extend our deepest appreciation and gratitude for you coming back on our podcast as a returning guest, that's an awesome milestone, so grateful that you made the time to come back again, especially seeing that you're literally on the other side of the world. But all of the great insights that you shared with us today, reminding us about the things that were in your previous book, CEX, so those of our listeners that would like to tap into that we'll definitely have the link in the show notes of this episode for our awesome resource. And of course, to keep in touch with you for your new books that are coming out to the latter part of January 2024. So, we are extremely grateful that you decided to come and join us again for a quick conversation on mastering customer experience. It was great, thank you, Jason.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links •     It's All about CEX!: The Essential Guide to Customer and Employee Experience by Jason S. Bradshaw •     Episode 145: Understanding The Power of Delivering An Amazing Employee and Customer Experience – Released – October 05, 2021   The ABC's of a Fantastic Customer Experience   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

In this episode of the HR Leaders podcast I'm joined by Joris Luijke, former Chief People Officer of Atlassian and Squarespace and Co-founder of the Employee Communications & Experience Platform Pyn. He shared his thoughts on Employee Experiences and Moments You Can't Afford to Miss!

As HR and People Analytics Leaders, we know that personalised employee experiences have a profound impact on organisational success. It's the secret ingredient that unlocks the unique needs, aspirations, and journeys of your workforce – enhancing employee engagement, loyalty and productivity. So in the latest episode of the Digital HR Leaders Podcast, we're diving deep into how Genpact, the global professional powerhouse organisation, are achieving just that. Joining David Green on this quest, is Piyush Mehta, the Chief Human Resources Officer at Genpact, to unravel the strategies and innovations that have shaped and personalised the employee experiences across Genpact's vast global footprint. In this episode, topics covered include: The transformative power of personalised employee experiences in achieving organisational success Insights into Genpact's innovative strategies for tailoring employee journeys The role of data-driven tools and technology in shaping employee experiences The impact of HR on business growth and client satisfaction The potential of generative AI in HR and its real-world applications Inspiring ideas on how HR can shape the future of work and the world Don't miss this opportunity to gain exclusive insights that will propel your employee experience to new heights. This episode was brought to you in partnership with eQ8, a strategic workforce management tool. Explore eQ8's cutting-edge solutions at eQ8.ai/Insight222. Hosted on Acast. See acast.com/privacy for more information.

In today's episode, I engage in a discussion with Raj Koneru, the visionary founder and CEO of Kore.ai, a global leader in enterprise conversational AI solutions. With the recently announced Experience Optimization (XO) Platform V10.1 upgrade, Kore.ai is breaking new ground in the fast-evolving realm of automated customer service. The conversation kicks off with the fascinating journey of Kore.ai, tracing its evolution from initial proof-of-concept stages to a comprehensive solution for customer service automation. Raj provides an insider's look at the platform's innovative features like Smart Co-Pilot and AI-Assisted Dialog Nodes, revealing how generative AI and large language models are revolutionizing the bot development process by enabling dynamic workflows and dialogues. Dive deeper as Neil and Raj explore the fusion of Large Language Models (LLMs) with ontology-based knowledge graphs, which opens new vistas for personalized and contextually aware bot interactions. The concept of domain-specific Intelligent Virtual Assistants (IVAs) is brought into focus, demonstrating how AI can be meticulously tailored to meet specialized business requirements. Not stopping at customer interactions, the episode also delves into Kore.ai's ambitious plans to expand the scope of conversational AI to all applications. Raj provides insights into their strategic initiatives, including a burgeoning professional services business unit facilitated through preferred platinum partnerships. He also shares his vision for the future, which includes a revolutionary new product aimed at enhancing employee productivity. For any business looking to stay ahead in the age of AI and automation, this episode offers a wealth of insights. You'll come away with a nuanced understanding of conversational AI's current state and future possibilities, and how Kore.ai is pioneering these advancements.

Welcome to "Let's Humanize The Workplace", a live broadcast that has been the catalyst for essential conversations about bringing the human factor back into our workplaces. This episode, "Crafting Employee Experiences for Younger Generations", features an enlightening discussion among inspiring experts: Emma Agricola, renowned for her innovative employee engagement strategies; Lisa Marie Lee, an authority on intergenerational dynamics in the workplace and myself (Vivian Acquah,) During this conversation we will delve into ways to modernize the employee experience through strategic alignment of people, technology, and internal communications, all aimed at creating a more connected and engaging work environment. Don't miss this opportunity to gain valuable strategies for crafting experiences that resonate with the younger generations. This is a crucial conversation for any leader or HR professional looking to drive better results by prioritizing the employee experience Host Vivian Acquah CDE® As a DEI consultant / Certified Diversity Executive (CDE®), Vivian Acquah advises managers on how to keep their team members engaged, energized, and safe in a sustainable manner. Vivian Acquah is making topics related to workplace wellness & DEI accessible to everyone. She provides people with the right tools at the right time to embrace inclusive changes. Vivian motivates people to think consciously and inspires them to take action. Guest Emma Agricola is an Equity, Inclusion & Diversity expert with a specialization in ageism, youngism, and the inclusion of Gen Z in the workplace. Dr. Lisa Marie Lee, a modern workplace advocate who believes a humanistic approach is the linchpin to fostering a thriving and prosperous workforce. #Diversity #Inclusion #Leadership #HR #EmployeeEngagementSubscribe to Let's Humanize The Workplace on Soundwise

In this insightful podcast interview, Kaleem and Rick chat with Liz Gulliver, co-founder of Kunik, a tech-enabled service agency that fosters meaningful conversations and connections within organizations to address challenges and promote growth and learning. Liz's journey from her early days of scraping barnacles to becoming a vice president at Citi and co-founding Kunik is truly inspiring.Kunik collaborates with renowned brands like YouTube, SiriusXM, Wayfair, and IBM, creating structured opportunities for dialogue among employees to fill the void of meaningful interactions within organizations. Their platform collects valuable data insights to support learning and development initiatives.The idea behind Kunik originated from Liz's experience of feeling disconnected while working in different locations for her previous employers. She and her co-founder, Josh, embarked on building a platform that could foster authentic connections and facilitate learning among employees. Initially focused on caregivers, Kunik's expertise became highly sought after by organizations navigating the transition to remote work during the pandemic.One striking aspect of Kunik is its fully remote global team, which was established from the company's inception. Liz shares how they defied investor skepticism and decided to remain remote, emphasizing the numerous benefits and opportunities it provides. The team's remote success allows them to employ people with unique talents and support clients globally, transcending geographical boundaries.Beyond their services, Kunik also hosts unconference events, where attendees collaboratively create the agenda and engage in meaningful conversations. They employ unique activities like "HR Fight Club" and "Give-Get" sessions to foster authentic connections and networking opportunities.Liz's personal story is equally compelling, as she discusses managing both her remote company and her family while becoming a mother. Her experiences highlight the significance of work-life balance and the potential of remote work to accommodate diverse life situations.Throughout the interview, Liz underscores the importance of employee experience and engagement in building successful organizations. Kunik's approach in addressing people-related challenges through structured conversations showcases how organizations can foster a culture of growth and learning, whether in remote or in-person settings.Tune in to this enriching podcast to gain valuable insights into building authentic connections, promoting remote success, and redefining employee experiences in today's dynamic work environment.Learn More About LizLinkedIn - https://www.linkedin.com/in/elizabeth-gulliver/Kunik - https://www.getkunik.com/

July 21, 2023: CIO Luke Olenoski shares Main Line Health's priorities, initiatives and investments. What are the challenges and advantages of transitioning from a career in finance to a leadership role in healthcare?How can healthcare organizations prepare for disruptive technologies like AI and ensure they are ready to embrace the changes? What strategies can CIOs employ to prioritize areas of improvement in the patient experience? How can IT teams collaborate effectively with architects, builders, and designers during the process of opening a new care facility? How can healthcare organizations approach the issue of legacy equipment and prioritize investments for modernization? What approaches can be taken to enhance the employee experience and create a positive work environment within healthcare organizations?Key Points:Mainline Health: Overview and servicesInnovation and standardization in delivering carePatient experienceEmployee experience enhancementDigital engagementLegacy equipmentRisk-based maintenance approach"Rural Healthcare - Challenges and Opportunities" will provide practical strategies and real-world examples to navigate rural health IT effectively. Learn about unique issues, tools for overcoming challenges, collaboration opportunities, success stories, and envisioning a thriving rural health system. Transform your approach by registering now and embarking on a journey towards successful rural healthcare IT implementation. Don't miss this chance to seize opportunities and overcome challenges. Be there on August 3rd at 1 PM ET / 10 AM PT. Register Here.Subscribe: This Week HealthTwitter: This Week HealthLinkedIn: Week HealthDonate: Alex's Lemonade Stand: Foundation for Childhood Cancer

On this episode of The Full Desk Experience, we dive into the importance of data quality in the world of staffing and recruiting. From cleaning and maintaining candidate and client information to implementing reengagement campaigns, our host, Kortney Harmon, helps you understand how improving data quality in your Applicant Tracking System (ATS) can provide numerous advantages.Join Kortney Harmon on this episode of FDE Express and gain quick insights on how to enhance data quality in your ATS and reap the benefits in the dynamic world of staffing and recruiting. Don't miss this opportunity to optimize your operations and drive success in your talent business.

Customer and employee experiences have gained so much value in the healthcare industry, only to be improved by innovation.  In this episode, David Norton talks about driving change and innovation in the healthcare industry by enhancing customer and employee experiences. He introduces Stone Mantel's Collaboratives program, a year-long initiative where companies study challenges, uses design thinking, and develop solutions together, allowing healthcare organizations to gain outside perspectives. Tune in to learn how Stone Mantel drives change in the healthcare industry! Click this link to the show notes, transcript, and resources: outcomesrocket.health

Do you read every email you get from your employer and HR department? Imagine if you got a text notification instead at the beginning of your shift? Because they know when your shift starts and that you're primarily mobile. Or imagine if you were a salesperson who spends most of your time in Salesforce, so that's where personalized communications go for you! Right in the newsfeed in the system where you spend most of your time.In other words, imagine if your employer really knew you and met you where you are? Instead of spamming the workforce with everything you might possibly need but can't possibly read? Intelligent communication has the power to shape and create exceptional, frictionless Employee Experiences. This not only boosts efficiency and productivity, making it easier for employees to perform, but also demonstrates care and empathy during critical moments that matter.Jess Von Bank and I loved chatting with Nicole Alvino, CEO of Firstup and Sabra Sciolaro, their CPO, on our Digital Meetup. Nicole and Sabra joined us in discussing: how organizations can make intelligent communication an integral part of your Employee Experience plan, their highlights from our recent webinar, and their newly launched white paper.

Shuli Steele, PMP, LEED AP, WELL AP is Vice President of Workplace Strategies at Impec Group where she is globally recognized for her work as a solutions architect with over twenty years of workplace strategy, design, and optimization. Recorded live in San Francisco during IFMA's Facility Fusion 2023 conference, Mike Petrusky asks Shuli about her approach to evidence-based planning and design to create comprehensive solutions that solve complex workplace challenges. They explore the tension between leadership and the workforce today and offer practical insights and advice to help you manage the “paradigms and parameters” of work. Mike and Shuli agree that facility management professionals have an opportunity to lead in their organizations and provide examples of how to create “a seamless workplace” while inspiring you to be a Workplace Innovator in your organization! Connect with Shuli on LinkedIn: https://www.linkedin.com/in/shulisteele/ Explore the Impec Group website: https://www.impecgroup.com/ Discover free resources and explore past interviews at: https://www.workplaceinnovator.com/ Learn more about Eptura™: https://eptura.com/ Connect with Mike on LinkedIn: https://www.linkedin.com/in/mikepetrusky/  

Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce, discusses her book The Experience Mindset: Changing the Way You Think About Growth. Hosts: Matt Miller and Katie Greifeld. Producer: Paul Brennan.  See omnystudio.com/listener for privacy information.

Fads come and go. From Tamagotchi's to fidget spinners, we have seen plenty come and go. However, one fad that will never go out of style is treating your employees as the valuable resource they are. So, to answer our own question, Employee Experience is not just a fad and is definitely the future of a successful organization.  We are fired up about this today because one of you, Praveen Kumar is in a pickle and he asked for our help. He wanted to know how to build an excellent Employee Experience. Not surprisingly, we had plenty of advice about it.  You see, so much of what we talk about on this podcast applies to customers. However, it also applies to employees. People are people, whether they are buying or selling. So, until your employees are robots, you should be managing both experiences.  In this episode, we explore the question of how to build an excellent Employee Experience. We also share some advice on how to implement the advice practically and successfully, which is more than we can say for bringing back the Thighmaster.   Key Ideas to Improve your Customer Experience One thing that might be a fad is what we call this area. For our part, we like Employee Experience because it goes with Customer Experience, and it uses alliteration. So, we don't think the idea behind it will fade, but the terminology might. And we are okay with that.  Here are a few key moments in the discussion: 06:23  Colin explains how we are all experiential animals, so it is essential to ensure that experiences work for us, or there are negative consequences.  10:46. We discuss how the Customer Experience and the behavioral science theories that we relate to it also apply to the Employee Experience.  13:26  Ryan explains how Reference Points are essential in the conversation about Employee Experiences.  20:56  We address the various ways you can use Customer Experience advice to manage your Employee Experience efforts.  26:10  Colin gets into how a previous podcast about the 5 Rules of Leadership are essential here also.  29:11  We both offer our last bits of advice for Kumar and anyone who wants to build an excellent Employee Experience.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Although employee experience is a relatively new term, the concept behind it isn't: support your employees to do their best work and they will support your business in turn. In this episode of Get Reworked, World Wide Technology's executive vice president of global human resources, Ann Marr shares lessons learned delivering award-winning employee experiences over her 25-year career with the company. Ann was the recipient of Reworked's 2022 Employee Experience of the Year award. Listen: Get Reworked Full Episode List "I've been such an advocate of parents who work to make sure that there's a balance there. And that pendulum can swing, maybe, you know, if you're working on a really important project, you maybe have to spend a lot more time at the office. But on the same pendulum, maybe you have a sick kid, or maybe you have a kid who's in a sporting event and you want to see them compete in a sporting event, you have to balance that," said Ann. Highlights of the conversation include: What it takes to create a consistent employee experience across 15 locations around the world. How WWT approaches onboarding. Where career development fits in WWT's employee experience. What to do to ensure employees remain engaged. How supporting employees who are caregivers pays off for everyone in the long run. Plus, host Siobhan Fagan talks with Ann about how employees can gauge if an employer is a good fit for them, where supplier diversity fits into the company's EX strategy and how she feels on her 25th anniversary at the company. Listen in for more. Have a suggestion, comment or topic for a future episode? Send it to editors@reworked.co.

Continuing with Living Corporate's Pfizer campaign and honoring Black History Month, Zach sits down with Sherry Cassano, Senior Vice President of People Experience at Pfizer, to talk about equitable employee experience at her place of work and what organizations can be doing to support BHM in tangible ways. Connect with Sherry on LinkedIn. https://bit.ly/3Kb6D0a Learn more about Pfizer on their website. https://bit.ly/2TTtZiZ Listen to Pfizer's "The Antigen" podcast today. https://bit.ly/3EIIUQD