Michelle Brigman’s Post

In a recent episode of the @DoingCXRight podcast, Stacy Sherman🎙️🎧 📘 and guest Katie Webb discuss breaking company silos, which are detrimental to customer and workforce retention. Here are four key takeaways: ➡️ Common Pitfalls: Many organizations struggle with CX due to a lack of clarity in ownership and responsibility. ➡️ Universal Responsibility and Cohesion: Understanding every team member plays a role in delivering great CX. Workshops to co-create shared visions with stakeholders are invaluable. ➡️ Validation with Real Customers: It's crucial to validate designed experiences to ensure they meet real customer needs. ➡️ Agent Experience Challenges: Enhancing the agent experience in call centers is vital. Empowering leaders to improve service delivery can make a significant difference. Whether you're a business leader, a CX professional, or simply passionate about customer loyalty, the lessons shared in this episode will help you break down silos and create exceptional customer experiences. https://lnkd.in/gRFgSrep

It was so much fun speaking with Ran Yosef of Glassix about the immensely satisfying journey of building winning contact centers from the ground floor as well as the immense value that a great BPO partnership brings to the mix. Whether building a new call center from scratch or taking over an existing call center, there are three foundational principles that will help to create a high performing team and provide the best chance for long term success: #people #culture #technology. https://lnkd.in/dEfBsxFj

📣📣📣 Lessons from Guests: 3 Keys from a CX Expert - with Stacey Nevel, CCXP In this week’s Trusted Guide Newsletter, I’ll share 3 keys to up your CX game from my interview on The Delighted Customers Podcast with Stacey Nevel, CCXP, Vice President, Voice of the Customer, Prudential Financial. Stacey brings a wealth of knowledge and experience to the table, particularly in the areas of Voice of the Customer (VoC) and Customer Experience (CX). Stacey brings her real-world experience from Confirmit to Allegiance to Satmetrix to provide valuable insights. She's is an expert in VoC and how leaders can use customer feedback to make an impact on CX, and ultimately business outcomes. In this week’s newsletter, I’ll share Stacey's answers to these three questions: 1. How can you build or rebuild trust in an organization? 2. Why is it crucial for companies to empathize with customers who have experienced significant loss? 3. How does employee experience impact customer satisfaction and organizational culture? To sign up for the newsletter, click the link in the comments below 👇 The next newsletter will go out today at noon eastern so be sure to sign up so you don't miss this one! #customerexperience #employeeexperience #prudential #management

It recently occurred to me that some aspects of running a successful business aren't as obvious as I assume them to be. Case in point, the link between customer experience and revenue. Several weeks ago, during my first-ever podcast interview, Kate Kompelien explained the importance of empowering contact center agents to actually resolve the issues customers are calling about. Everyone knows the frustration of coming away from a customer service interaction having accomplished nothing. Yet, despite that all-too-common experience, not everyone realizes the business impact - negative or positive - of those interactions. I thought Kate summed it up nicely: "Your customer experience directly impacts revenue and profitability...if you do things wrong, it's going to erode margins pretty quickly. If you get them right...you're going to [be] more efficient and profitable." If this is more of an "aha!" moment than a "well, duh!" moment for you, it's time to rethink - or start building - your customer experience strategy. Learn what an effective CX strategy looks like and how you can empower your customer-facing teams here: https://lnkd.in/gB6U4Ngx

🚀 In 3min: How to action #CX for business growth! 🚀 In this short and yet powerful clip from TheXTpodcast, Lynn Hunsaker, CCXP reveals why traditional #CX #metrics are merely lagging indicators—and how you can get ahead by focusing on certain leading indicators. 🌟 🔍 Key Takeaways: 1) Why #CSAT, #NPS, and other common metrics might not be telling you the full story. 2) The importance of peeling back the layers with #correlation #analysis to uncover the true drivers of #CustomerSatisfaction 3) A practical workshop approach to addressing #KeyDrivers with #CrossFunctional teams. 4) How tracking progress on the root causes (#FiveWhyAnalysis) can lead to immediate trust and buy-in from customers. 5) The significant impact of aligning your action plans with measurable outcomes. and a lot more.. If this snippet got you thinking, the full episode dives even deeper into the strategies that can transform your CX approach from reactive to proactive. 📺 Watch the full episode here: https://lnkd.in/gxDc2zSz Don't miss out on these actionable insights—watch, learn, and start transforming your customer experience today! #CustomerExperience #CXStrategy #LeadingIndicators #TheXTPodcast #BusinessLeadership #CustomerSuccess #CustomerService #CustomerSupport

 Rick Denton, Managing Principal at EX4CX, had an epiphany that changed everything. "Why would I think I need to abandon project management? That's actually the glue. That's the foundation!” 🔄 That realization became the driving force behind the company's approach to customer experience—merging the outside-in perspective of the customer with the inside-out strength of process and execution. To learn more about this powerful combination, tune into the latest episode of @Getting to Aha!, where he joins me. Check out the full episode in the comments below. #cx #insights #gettingtoaha

Breaking down how the employee experience impacts the customer experience with Joey Coleman 🤝 Joey has written multiple best-selling books on this topic and he shares SO MUCH helpful information for any business leader in this weeks episode of Experts of Experience. Here’s what’s inside: 👇 💡 EX & CX: How prioritizing both improves retention and profitability. 🤝 Personal Relationships: Keys to enhancing the workplace AND retention. 📈 Profit & Revenue: The benefits of investing in customer and employee experience. By focusing on the humans, not just the numbers, we accelerate business growth. Tune in for the full episode. Links in comments!

Tired of the same old customer experience talk? We are too. The #CX industry is flooded with buzzwords and surface-level conversations, while the REAL issues that CX leaders face continue to grow. It’s time to cut through the noise and have some honest, no-BS discussions about what’s really happening on the frontlines of customer experience. Enter: The CXHotline Nate Brown and I are launching a space for open, unfiltered conversations with people who are DONE with the status quo. We’re looking for CX pros who aren’t afraid to challenge conventional thinking, dig deep into the messy problems, and introduce bold ideas that can drive real change. If you’re ready to ditch the fluff and get real about the future of CX, we want YOU to be a guest. No scripts. No sugar-coating. Just actionable conversations that matter. Want in? Visit cxhotline.com and submit your interest. Let’s shake things up and make CX better once and for all. #customerexperience #podcast Metric Sherpa

Just shared a powerful insight from Lynn Hunsaker, CCXP on TheXTpodcast page! 🌟 If you're serious about elevating your #CustomerExperience #Strategy, then this is a must-watch clip. In just 3-4 minutes, Lynn breaks down why traditional #CX #metrics might not be enough and how you can leverage leading indicators for real impact. Check it out and watch the full episode here: https://lnkd.in/gmUcGBjb #CustomerExperience #CXStrategy #TheXTPodcast #BusinessLeadership #CustomerSuccess #CustomerService #NPS #CSAT ClearAction Continuum KretruTosh Consulting