InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

Thematic

OCTOBER 13, 2019

I attended one of the first events as a student back in 2006, when it had less than 2000 attendees and have seen the conference grew to 25,000 since then! Lilia, me and Katya at the Grace Hopper Celebration, San Diego, 2006. connect) Access a vast support network and community. GHC 2006, San Diego.

Conference 87

Conference Competitive Advantage Meeting Software 87

Beyond Philosophy

MARCH 19, 2015

Just as satisfaction has little proven connection to customer behavior, employee engagement was not designed to drive customer behavior. Beyond extremely macro connection to sales, customer satisfaction (as expressed through the ACSI) has been shown to have little direct connection to purchase behavior, to the tune of 0.0%

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

CSM Magazine

NOVEMBER 27, 2020

He noted that a good blend of technology and human skills can be used to benefit both employee experience and customer experience. Paul Ridge also highlighted the value of using automation to take simple, routine, lower value tasks away from contact centre staff, so that they can focus on those customers who need more support.

Insurance 98

Insurance How To Chatbots Wait Times 98

Enalyzer

NOVEMBER 13, 2020

Already back in 2006, it was kickstarted on Myspace by sexual harassment survivor and activist Tarana Burke. The measurement itself can take place in connection with the annual employee survey. The #MeToo movement has gone through different stages. YOU NEED TO FOLLOW UP AND TAKE ACTION.

Measurement 98

Measurement Entertainment Hospitality Hotels 98

Beyond Philosophy

DECEMBER 20, 2017

If the manager had ever seen Office Space, the lessons of negative employee experience and dopey company rules were lost on him. Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

Customers Rock!

MAY 5, 2011

This book has actually been a long time in the making – not so much from the perspective of how long it took to write it (see The Story below) but from the perspective that I have had this book in mind since before I began this blog in December of 2006. You also need marketing that connects with your current customers.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198