Great employee experiences (EX) drive great customer experiences (CX). Today businesses must care equally about both to maximize growth, seed loyalty, and deliver memorable brand interactions.
Watch the webinar on-demand with leading experts and learn about the intersection of CX and EX and how to power both.ACCESS WEBINAR RECORDING
Shep Hyken, renowned customer experience expert, leads a conversation about the convergence of EX and CX and how focusing on employee experience, especially in contact centers, can lead to exponential growth.
Shep is joined by Sean Hammerle, Chief Operating Officer of ONQ — a powerhouse contact center company specializing in healthcare and patient services and a Centrical client. Well regarded for his employee-focused leadership, Sean shares global insights into how his award-winning company is boosting EX through innovative and uniquely personalized engagement strategies and a culture that puts employees at the center of everything ONQ achieves.
What we’ll discuss
How to keep your best employees
Ways to create a company culture that inspires employees to be their best
Why EX may be more important than CX in today’s labor climate
Ways employee engagement can turn your contact center into an outperforming revenue center and loyalty hub
How gamification is positioning ONQ for today’s virtual and hybrid world and driving impressive CX outcomes
Applying EX to inspire “Moments of Magic®” that surprise and delight customers
About the speakers
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. His books have appeared on a variety of bestseller lists including the New York Times, Wall Street Journal, USA Today and others.
Sean Hammerle is Chief Operating Officer and Partner at ONQ and is responsible for the global operations of more than 600 employees across three continents. With 25+ years in executive coaching, charitable governance, and public speaking, he brings his exceptional understanding of executive leadership to revenue cycle management, providing a unique perspective to international administration, overseeing best-in-class client experience, the highest quality assurance, engaged recruitment, topnotch training, and superior continuing education.
ONQ is an international medical billing outsourcing company with headquarters in Santiago de Veraguas, Panama, and offices in Kenya and India.