Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Most organizations are surveying their employees, but very few are delivering truly strategic employee experience (EX) programs.

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

Forrester's Customer Insights

OCTOBER 7, 2021

One of the top drivers of employee experience is having opportunities to advance at work (this is easy to find in Forrester’s EX research). In the age of shorter tenures and flatter organizations, leaders look to talent mobility to increase opportunities for growth and advancement, instead of promotions.

Employee Experience 26

Employee Experience 26

SurveySparrow

OCTOBER 19, 2021

With the whole idea of a workplace evolving over the years, little has remained the same with employees. Employees are now more etched into the dynamics of an organization. This is where employee experience (EX) has taken the center stage. And when they get it right, it heightens the employee experience.

Customer Journeys 52

Customer Journeys Touchpoint Employee Experience Government 52

Aveus

JULY 12, 2017

The winners in today’s marketplace are the corporate leaders who anchor themselves around the customer and ensure it influences daily decision making at every level of the organization. We want the least amount of effort with the best outcome, period. Southwest Airlines.

Airlines 100

Airlines Effort Score Travel Culture 100

BlueOcean

OCTOBER 8, 2021

That’s just one of the primary takeaways from “Outside In: The Power of Putting Customers at the Center of Your Business” by Harley Manning and Kerry Bodine, one of my top recommendations for anyone looking to enhance their learning of customer experience. Customer experience is the main differentiator for brands today.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

GetFeedback

AUGUST 14, 2019

Competitors change: New ones enter the marketplace to compete with you at all levels, or they may just pick off easier touches along the value chain to disrupt the space. Focus on the employee experience. A natural follow-on from culture is to consider the employee experience.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Dissatisfied employees were more than 2.5

Customer Service 101

Customer Service Contact Center Customer Retention Poor Customer Service 101

ShepHyken

SEPTEMBER 17, 2021

He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Getting and keeping a customer’s attention can be a challenge for companies in today’s competitive marketplace. Read Shep’s latest Forbes article: The Secret To A Great Customer Experience Is A Great Employee Experience.

Tips 107

Tips Customer Experience Loyalty Loyalty Programs 107

SurveySparrow

NOVEMBER 11, 2021

Set internal talent marketplaces. Create great employee experiences. Welcome to the internal talent marketplace. Then, using AI and algorithms, talent marketplaces like Fuel50 and Workday can match relevant opportunities to employees. Create great employee experiences. Rejig your workflows.

How To 52

How To Policies Roadmap Culture 52

SurveySparrow

NOVEMBER 11, 2021

Set internal talent marketplaces. Create great employee experiences. Welcome to the internal talent marketplace. Then, using AI and algorithms, talent marketplaces like Fuel50 and Workday can match relevant opportunities to employees. Create great employee experiences. Rejig your workflows.

How To 52

How To Policies Roadmap Culture 52

Playvox

JANUARY 25, 2024

In today’s super-competitive marketplace, where delivering an exceptional customer experience is in the spotlight, investing in a true WFO strategy is paramount to business outcomes and to drive customer loyalty. It’s well established that exceptional employee engagement produces extraordinary customer experiences.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

CX Journey

JULY 23, 2015

Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times? Let's face it: mergers and acquisitions are hard for everyone living through them, employees and customers alike. As a matter of fact, those efforts are more crucial now than ever.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Employee Experience 80

CX Journey

JUNE 17, 2019

But far too many companies aren’t putting employees - and the culture in which those employees work - at the top of the priority list. Employees have to come first. If you are not doing what it takes to improve the employee experience, customer experience transformation efforts will stall - or fail.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

ClearAction

JANUARY 8, 2024

Agile design excels more often, with greater success internally and in the marketplace. The more you align with employees and partners , the more value you create! Employee experience and partner experience insights are used by customer-centric organizations with urgency to resolve root causes of gaps.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Employees feel empowered because they know CX is a priority for real. Customer Experience Is Directly Related to Employee Experience. Employees are who deliver the customer experience. And there are so few ways to get ahead and stay ahead in today’s fast-paced, ever-changing marketplace.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

CX Journey

JANUARY 31, 2018

Building your business case is not only about the why but also about the what: teach executives who might not understand the connection between focusing on culture, employee experience, and customer experience and increasing revenue and profits. New competitors enter the marketplace. And establish the burning platform.

CEM 164

CEM Management Government Culture 164

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. I''m constantly reminding clients and readers alike that the employee experience cannot be an afterthought.

Company 80

Company Employee Engagement Leadership Employee Experience 80

ECXO

JUNE 11, 2023

The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience. Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

ShepHyken

DECEMBER 23, 2022

There’s work to be done in 2023 to provide employees with the proper communications and collaboration tools to work from anywhere. In 2023, communications providers who prioritize a long-term commitment to CLM will win in the marketplace,” said Daren Finney, Mitel SVP of Global Channel Sales. But supporting hybrid work isn’t enough. “In

Communication 69

Communication Contact Center Return on Investment System 69

CX Journey

OCTOBER 5, 2017

New competitors enter the marketplace, and industry trends emerge. If you become complacent about the customer experience, just know there's always a competitor or a disruptor in the wings, waiting with the next big thing. That disruptor swoops in and does the employee experience and the customer experience far better.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

TechSee

AUGUST 14, 2023

Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace. Follow on LinkedIn Jo Causon, CEO at Institute of Customer Service Jo is a strategic leader with over 20 years experience within the commercial and not-for-profit sectors. . ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Think Customers

NOVEMBER 2, 2022

The customer experience landscape is always changing, but one constant remains: the need for an energized and engaged workforce. Amazing brand experiences are powered by people, and great employee experiences lead to seamless customer experiences. I feel like customer experience is such an exciting area.

Leadership 52

Leadership Self Service Culture Employee Experience 52

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. The “last mile” of every strategy is execution, and execution is highly dependent upon employees’ experiences, culture and future readiness.

Exercises 40

Exercises Culture Employee Experience Study 40

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. The “last mile” of every strategy is execution, and execution is highly dependent upon employees’ experiences, culture and future readiness.

Exercises 40

Exercises Culture Employee Experience Study 40

Strativity

APRIL 24, 2017

On the other hand, organizations who consistently update and innovate their onboarding programs have seen major advantages and are likely to be better positioned to respond to employee and marketplace trends because they have their fingers on the pulse of what is currently happening in the marketplace.

Customer Journeys 55

Customer Journeys Employee Experience Consulting Video 55

SurveySparrow

JUNE 22, 2023

In a marketplace where banking products and services are largely similar, the quality of customer experience sets a bank apart from its competitors. A positive customer experience cultivates customer loyalty, encouraging customers to not just stay with the bank but also advocate it within their circles, leading to valuable referrals.

Banking 52

Banking Customer Experience Customer Journeys Financial 52

Confirmit

JANUARY 5, 2021

Looking out upon the marketplace from inside the company is gazing through the wrong end of the telescope: the perspective that matters is the outside-in view, seeing how the firm looks from the vantage point of the customer. Sub-standard employee experiences and poorly trained employees. Inside-out view of the world.

Customer Experience 52

Customer Experience Leadership Effort Score Customer Journeys 52

CSM Magazine

JUNE 25, 2019

Amazon Connect administrators are able to download the application from Amazon Web Services (AWS) Marketplace, select the questions for the survey from a list of questions specific to the live agent or IVR experience and then launch the survey to specific applications within the contact center. About VoiceFoundry.

Contact Center 40

Contact Center Connections Feedback Measurement 40

ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Your purpose should be the north star that guides your customers and employees experience. Be consistent.

B2B 122

B2B Brands Innovation Government 122

CX Journey

MARCH 22, 2017

Quite simply, the culture and the employee experience are a mess. Three years later, employee engagement is still dismal, and you hear more and more stories about toxic workplaces. To win in the marketplace, you must first win in the workplace. What does that look like? So why am I writing about this yet again?

Culture 95

Culture Leadership Employee Experience Employee Engagement 95

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Employee experience powers the customer experience. Intelligent self-service.

Report 66

Report Self Service Customer Service Contact Center 66

TechSee

DECEMBER 21, 2022

TechSee is now listed on the AWS marketplace, creating a frictionless purchasing process for mutual AWS/TechSee customers. “TechSee is used by the world’s biggest telco and manufacturing companies to supercharge their customer and employee experience technologies by adding instant video, augmented reality, and AI computer vision.

Telecommunications 21

Telecommunications Video Employee Experience Technology 21

CX Journey

JUNE 17, 2019

But far too many companies aren’t putting employees - and the culture in which those employees work - at the top of the priority list. Employees have to come first. If you are not doing what it takes to improve the employee experience, customer experience transformation efforts will stall - or fail.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

Experience Investigators by 360Connext

OCTOBER 13, 2020

Your customer experience is in constant evolution, even if your products or services aren’t currently evolving. The marketplace changes. How well is your employee experience designed for this type of customer experience success? There are a lot of things to think about when it comes to customer experience.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Think Customers

MAY 13, 2020

1: Employee experience is a necessity. Creating moments that delight customers are crucial during the crisis, but employees need to be delighted too. Forced, global digital adoption—regardless of an organization’s readiness—has redefined the marketplace across industries, geographies, and customer expectations.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

Beyond Philosophy

APRIL 15, 2019

It’s the standout piece that allows you to be your own entity in the marketplace. Employees are the center of customer service because what happens on the inside of a company, will eventually show up on the “outside.” then it will reflect in your employee’s behavior towards customers.

Culture 114

Culture Customer Service Leadership Airlines 114

Experience Investigators by 360Connext

OCTOBER 22, 2019

According to a large study by PWC , 73% of us say the customer experience is an important factor. 68% of business-to-business marketers agree that delivering a consistent, high-quality customer experience is very important in today’s marketplace. consumers say they're getting a good Customer Experience from companies.

Trends 169

Trends Customer Experience Chatbots Innovation 169