CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”). How do they do it?

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Alida

JUNE 1, 2017

Launch and Lifestyle Marketing Manager Eric Angeloro will share customer engagement best practices to support the go-to-market strategy for the Cadillac CT6 PLUG-IN. Enhancing employee engagement represents a tremendous opportunity for auto manufacturers, retailers and finance companies, all of whom have direct contact with vehicle owners.

Automotive 157

Automotive Conference Retail Employee Engagement 157

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience.

Report 185

Report Groups Consumers Industry 185

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. Engaged employees = #customerengagement.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

SurveyGizmo

JUNE 19, 2018

What really is employee engagement? As the healthcare industry becomes increasingly competitive, it is imperative for healthcare organizations to invest in their patient, employee, and brand experiences. 

 Related: 3 Types of Employee Satisfaction Surveys That Will Benefit Your Business.

Employee Engagement 49

Employee Engagement Healthcare Engagement Data 49

Confirmit

JULY 10, 2017

Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement. ’s top 101 experts on Employee Engagement. This video and the rest of the series will no doubt help you and your team take your organization to the next level.

Employee Engagement 40

Employee Engagement Culture Video Engagement 40

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. Employee happiness is a function of engagement and satisfaction.

Engagement 130

Engagement Employee Engagement Feedback Innovation 130

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

CX University

SEPTEMBER 11, 2018

The fundamental thing is engagement with employees. Ask employees why they join and why they stay.” -Fred Steckler, Chief Administrative Officer, USPTO. But despite the organization’s clear focus on technology and innovation, the primary focus of employee engagement initiatives is much broader.

Management 209

Management Employee Engagement Government Engagement 209

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Confirmit

OCTOBER 16, 2017

Deloitte's 2017 Global Human Capital Trends research revealed that one of the tenets of building an organization ready for the future is intentionally designing it for speed, agility and adaptability. Potential implications of this new approach on how organization assess employee engagement and act upon it.

Employee Engagement 40

Employee Engagement Engagement Insurance Financial 40

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Forrester Research is predicting more espionage, ransomware and privacy breaches in 2017. Boomerang employees as the new norm. Re-hiring former employees is becoming in vogue. Global uncertainty.

Trends 0

Trends Social Media Advertising e-support 0

Qualtrics

DECEMBER 20, 2018

In late 2017 we looked at the 6 trends that would define the coming year. Plus, you can see how all of this has an impact on engagement when you run your annual survey. At many companies, employees are able to do most of their job on a mobile device – you may be one of them.

Employee Engagement 37

Employee Engagement Trends Engagement Employee Experience 37

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. IBM and Globoforce (2017) note that organizations must pay attention to three vital areas.

Strategy 52

Strategy Financial Leadership Apparel 52

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. When: July 17 to 19, 2017. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Experience Matters

AUGUST 29, 2017

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer.

Study 434

Study Loyalty Groups Consumers 434

Experience Matters

DECEMBER 22, 2016

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes.

Culture 241

Culture Customer Experience Employee Engagement Customers 241

SurveySparrow

JANUARY 7, 2021

In fact, brands started to put more attention on improving their customer engagement. Well, here we’ve broken down why customer engagement will change drastically in the upcoming years, and how brands are using creative thinking, care, and empathy to enhance customer engagement. Customer Engagement in Pre-Covid World.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

ReviewTrackers

MAY 15, 2020

7: Organizations that prioritize employer brand are 130% more likely to see increases in employee engagement. 8: Employee experience is the second most important concern for US employers in 2017, rated as important or very important by 85 percent of executives. Online reviews and brand reputation matter to job seekers.

Brands 123

Brands Employee Engagement Financial Culture 123

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. Branson spent his career building organizations around this mantra, so it might be unrealistic to transform your employee experience overnight, but you can follow in his footsteps. Let employees be the change they want to see.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Connections 52

Connections Contact Center Analytics Innovation 52

Wired and Dangerous

AUGUST 20, 2018

Gallup* reports that 87% of employees worldwide are not engaged! The majority (67%) of employees were “not engaged,” while another 18% were “actively disengaged.” ” The 2017 data are largely on par with the 2015 data and reflect little improvement in employee engagement over the past year.

Customer Journeys 70

Customer Journeys Employee Engagement Training Report 70

Alida

AUGUST 30, 2017

On the first day of the Summit, join members of our customer success team to learn new recruitment tactics to get more highly engaged people in your insight community. To that end, we have several sessions that will help you increase the effectiveness of your insight community. Hear about the incredible new innovations you can leverage soon.

ROI 100

ROI Innovation Effort Score Customer relationships 100

CX Journey

JANUARY 9, 2018

I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience. In the meantime, here are some blogs I wrote in 2017 to get the thought processes flowing. Companies need to focus on these areas - for the sake of the employees, the customers, and the business.

Strategy 0

Strategy Culture Employee Experience Leadership 0

delighted

JUNE 24, 2020

Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. What is employee experience? A strong employee experience means a strong customer experience. References: [1] Deloitte, 2017 [2] Morgan, 2016 [3] Qualtrics.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

Customer Bliss

JANUARY 25, 2019

These programs help keep the employees engaged and lets them know they’re making a difference. . Darin Byrne has been Vice President of Client Experience and Delivery at Wolters Kluwer since 2017, improving employee engagement and customer advocacy. What Do You Know Now That You Wish You Knew Then?

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Retently

JULY 28, 2023

Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse. By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Matters

DECEMBER 22, 2016

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes.

Culture 120

Culture Customer Experience Employee Engagement Customers 120

Provide Support

APRIL 20, 2017

If you have clicked through to this post, most likely you are a business owner or a customer service manager, already well aware of the importance of keeping your employees engaged and motivated. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more. Permalink | No comment.

Employee Engagement 53

Employee Engagement Engagement Strategy Customer Service 53

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

Report 145

Report B2C B2B Groups 145

Experience Matters

FEBRUARY 8, 2018

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership.

Infographics 205

Infographics Leadership ROI Groups 205

Experience Investigators by 360Connext

JUNE 23, 2020

A study by Google in 2017 showed the company’s most important new ideas came from teams created of employees exhibiting a wide range of skills including: curiosity toward others’ ideas, empathy and emotional intelligence. 7 Ways to Turn Customer and Employee Empathy into Action. This holds true internally as well.

Exercises 214

Exercises Culture Employee Engagement Customers 214