InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. Data is gold.

Analysis 260

Analysis Analytics Social Media Loyalty 260

BlueOcean

NOVEMBER 13, 2023

“The modern customer journey is complex and constantly evolving. Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care. Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Experience Investigators by 360Connext

APRIL 23, 2024

But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. CX leaders need to present strong business cases for every step of their journey. If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. Is it inviting?

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

InMoment XI

DECEMBER 13, 2022

We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business. When we manage client programs at InMoment, return on investment (ROI) is always top of mind.

ROI 493

ROI Call Center Return on Investment Measurement 493

InMoment XI

JULY 12, 2023

In the modern digital world, it’s by creating a seamless customer experience strategy. It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations. This is called the customer journey.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

CX Centric

MARCH 29, 2023

On the 29th of June CX-Centric in collaboration with Alida and Anthrolytics hosted a very poignant event which was on Rethinking Employee Experience in the new World of Work. In this event, we had a pull of great think tanks who are very much devoted to Employee Experience.

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

SurveySparrow

OCTOBER 2, 2020

If you are running a business, you already know the importance of employee experience. Your employee, right? Therefore, you should invest time in satisfying your employee and engage them more into the organization. And a perfect employee engagement starts with a meaningful employee experience.

Employee Experience 59

Employee Experience Survey Customer Journeys Employee Engagement 59

GetFeedback

AUGUST 14, 2019

Here’s a thought — and the answer surely lies here: don’t focus on the score; focus on the customer and the experience. The customer experience is a journey, and continuous improvement is key to staying ahead and winning at CX. Focus on the employee experience. Without employees, you have no customer experience.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Customer Journeys 52

Customer Journeys Employee Experience Employee Engagement Survey 52

SurveySparrow

JANUARY 5, 2021

We often hear that employees are the most important asset in a company. We know that keeping your employees happy can greatly affect your business profits. But, when it comes to investing in employees, companies tend to ignore it the most. The impacts of employee experience are enormous, and we should never ignore it.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Uniphore

JULY 30, 2021

We hope that you’ll join us on this journey to innovate customer experience at record speed. Almost everyone recognizes the importance of customer experience, but even in 2021, effortless customer experience remains an illusive goal, as only 12% of businesses score highly on the NPS scale.

Innovation 246

Innovation Contact Center Average Handle Time NPS 246

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Communication must be clear and consistent to avoid confusion or misunderstandings.

B2B 98

B2B Customer Experience Roadmap Culture 98

Qualtrics

JUNE 18, 2021

Before COVID-19 and the shift towards hybrid working, organizations were already competing for talent based on employee experience. This rise in empathy is not just increasing expectations from employees who feel heard and want better experiences as a result.

Employee Experience 49

Employee Experience Measurement Interaction Survey 49

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. Prevent and close employee skill gaps with a seamless integration to coaching.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. These are investments focused on your employees.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CX Journey

MARCH 21, 2018

Traditionally, customer experience professionals have no budget. CX Initiatives There are various initiatives along your journey that you'll want to be sure to factor into your budget, including: Survey design and associated costs (not technology): these might be allocated under 3. I know I haven't captured everything.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. These are critical milestones in the employee journey.

Strategy 52

Strategy Financial Leadership Apparel 52

TechSee

AUGUST 26, 2020

Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive. However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. How can MX create effortless experience for employees and customers?

Customer Journeys 124

Customer Journeys Self Service Effort Score Omni-Channel 124

Qualtrics

JULY 31, 2019

Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX). A fundamental truth of customer experience (CX) is that it flows from the employee experience of an organization. Outdated Systems and Tools.

Employee Experience 40

Employee Experience Feedback Customer Experience Policies 40

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? Every day employees make decisions and take actions that directly affect your workforce and business. Conversely, if employees don’t feel engaged, appreciated, and respected, your organization – and customers – can be at risk. Attract new talent?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Happy or Not

APRIL 26, 2024

Driven by a machine learning model trained on real customer feedback, it identifies feedback that adds no value to measuring customer or employee experiences and hones in on the feedback that truly matters. How to screen out spam? Your journey begins with the Open Feedback Widget – where insights meet innovation.

Analytics 36

Analytics Feedback Analysis Survey 36

CSM Magazine

APRIL 12, 2023

Calabrio, the workforce performance company, today announced that Calabrio ONE is now listed on the Genesys AppFoundry , a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences. s inaugural Power Partner Awards for productivity.

Self Service 52

Self Service Contact Center Return on Investment Analytics 52

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. These tools allow HR professionals to collect, analyze and interpret data related to employee performance, absenteeism, turnover, and other HR metrics.

Analytics 52

Analytics Report Data Strategy 52

Thematic

MARCH 27, 2024

It was the perform storm for a customer experience crisis! A Customer Journey Challenge In the aftermath of the storms, there was a massive influx of calls through to the support centre.  The  This was a significant test of Watercare’s customer experience journey.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

GetFeedback

MAY 9, 2019

Think of this content piece as the starting line of your CX journey—here you’ll find straightforward answers to the most popular questions. What are the customer experience maturity levels? Employee engagement : Employees have to be fluent in the company’s CX goal and strategy.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

inmoment

JUNE 28, 2019

To be innovative, CX professionals need to tap into the full experience ecosystem, harnessing intelligence across channels, from whenever, wherever, and however your customers are talking to and about your brand, and integrate that with other sources of customer data and analytics—clickstream data, CRM data, etc.

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Tools 52

Tools Feedback Analysis Survey 52

Customer Bliss

MARCH 15, 2019

Diving deeper into your analytics will help you understand why your customers left, if they’re thinking about leaving, and how you can work to keep them on board. . She needed to learn the customers, who they were, and measure the experience through journey mapping and determining KPIs.

Customer Journeys 162

Customer Journeys NPS Leadership Metrics 162

Retently

MARCH 26, 2024

By taking a thoughtful and thorough approach to the selection process, you’re setting the ground for richer insights, better decisions, and a more connected relationship with your customers and employees. Why Look Beyond Qualtrics? Key Features: Multi-channel feedback collection (surveys, social media, digital behavior, etc.)

Survey 78

Survey Multi-Channel Effort Score Analysis 78

Qualtrics

FEBRUARY 4, 2021

It connects us with colleagues and customers, increases productivity and helps employees deliver their best work. IT leaders now have a critical opportunity to take center stage in designing and improving employee experiences. Never before has IT been so essential for businesses. Here's how. Ways that IT contributes to business.

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

CX Centric

JULY 27, 2023

Nate Brown the Chief Experience Officer of Officium Labs was the keynote speaker for the Roi of the CX online event. Nate is passionate about helping employees to understand the customer journey and how they play a role in improving it. This approach is based on building and achieving.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

eGain Blogs

AUGUST 12, 2022

1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience.”. Representatives from blue-chip eGain clients are coming to the event to talk about their successful customer service and digital transformation journeys, powered by knowledge. Talk away, learn away.

Conference 87

Conference Self Service Chatbots Contact Center 87

ECXO

JANUARY 25, 2022

Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. The European Customer Experience Organization (ECXO) invites you to Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. Share on whatsapp. Already a member?

Customer Relationship Management 98

Customer Relationship Management Innovation Analytics Technology 98

ClearAction

MARCH 22, 2024

This was summarized in Stephen Diori’s Forbes article: “Delivering Superior Customer Experience is a Team Sport” 2 (All the quotations below are from Diori’s article. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62