CONFERENCE Takeaways

Employee Experience Engagement Strategies & Tips

• Empower and educate the front lines

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• Create team-building exercises that inspire and promote communication

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• Make a commitment to employees consistently. (A small hello goes a long way. Employee and Customer Service consistency builds brand loyalty/company loyalty)

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• Develop a plan (i.e. Employee Recognition Program)

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• Leverage feedback and reporting to empower and motivate your staff

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• Create a genuine and authentic workplace

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• Leverage the employee voice for improvement

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• Increase retention and remove obstacles for recruitment

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• Identify the common misconceptions and strategize and a way to address them productively

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• Address those common motivation misconceptions and replace them with practices that will improve the quality of motivation within your organization

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Customer Experience Engagement Strategies & Tips

• Develop your brand promise and guest commitments

• Measure success and ways to improve

• Find opportunities to reward your customers

• Leading and laggings indicators are both crucial to track your success

• Listening to other company journeys and understanding how they succeeded and achieved their goals

• Learn the Critical #s of the Customer Experience

• Determine your Customer Organization Persona (Spiderman, Iron Man, Captain Marvel or Hulk)

• Communicate and embody your vision, mission, and values

• Build meaningful and thoughtful connections with your team and customers

• Find balance within ourselves in order to offer a much better customer service - happiness & wellness

CX & EX Technology Strategies & Tips

• Keep up with the times and make an investment – voice messaging, texts, AI, digital platforms, automation

• Combine the best of human and machine intelligence when serving customers

• Implement an effective strategy to meet customer expectations in an omnichannel world

• Measure the value of digital CX and what metrics matter most

• Embed workflows that naturally enable customer loyalty

• Provide customers with self-service tools for greater collaboration

• Automate customer portal order retrieval with Robotic Process Automation

• Leverage a mobile app for on-the-go order placement, processing & management or create apps to help your customer anywhere, anytime

• Elevate order processing speed, accuracy & analytics

• People, Policy, Process and Technology improvements are all crucial to the success of your Customer Experience Strategy