A Great Customer Experience Starts With a Great Employee Experience


Talking Employee Experience and XM With Ben Granger

Experience Matters

Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). The post Talking Employee Experience and XM With Ben Granger appeared first on Experience Matters. Customer experience EX - Employee Experience


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights

Kristina Evey

Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey. Employee Experience internal customers Leadership Podcasting

Employee Experience – Good for Employees, Good for Business


Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance

Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.

The Employee Experience is Crucial to a Successful Patient Experience

InMoment XI

Employee Experience and Patient Experience Go Hand-in-hand Let’s be clear: I love my job. Truly. In fact, I’m one of those people who truly enjoys going to work. Sickening? Perhaps. But hang on…here comes the punch line: it’s been A WEEK. School is back in session, which means a new and unfamiliar schedule…and necessary bedtimes. View Article. Healthcare

Building Culture and Customer and Employee Experience at The YMCA

Customer Bliss

In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. Many of you may be familiar with The YMCA (the Y), either from your own experiences at the center or because of the iconic song that many of us have danced to at parties. He wanted to ensure the digital experience would help frame and organize what’s being delivered to the customer on the ground.

Improve Employee Experience to Improve Customer Experience

Experience Investigators by 360Connext

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to learn… Digital Transformation! And those are all valid and exciting ways to define the next phase of customer experience for your organization.

7 Customer & Employee Experience Tactics to Implement at the Start

Customer Bliss

In today’s episode, we take a look at how Lucy Norris , Executive Vice President, Chief Customer Success Officer at Genesys and Daniel Coullet , Senior Vice President of Customer Success and Experience at PTC , handled the first year in their role. She needed to understand the space she was in, and what both partners and customers thought about their experience with Genesys. Define Customer Experience and Success. Understand How Your Employees View Their Work.

5 Things Millennials Crave in Their Employee Experience


Instead, I’m here to debunk a few Millennial myths, share some practical advice on managing a Millennial workforce, and spotlight expectations when it comes to our employee experience. Millennials are also more racially and ethnically diverse, are waiting longer to start families than their older counterparts, and are projected to outnumber Boomers as the largest generation in 2019. Experts 2019 Predictions Customer Experience

Employee experience measurement application launched


CustomerCount launches employee experience measurement application to improve inefficient processes and influence hiring decisions. Continue reading → The post Employee experience measurement application launched appeared first on CustomerCount. Press Releases Employee measurement talent experience measurement

Future Of Retail: How Brands Will Address Employee Experience In 2019

Forrester's Customer Insights

To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019. I interviewed Sam Stern, principal analyst, part of Forrester’s employee experience (EX) team, and also an expert on customer-centric culture. age of the customer employee experience predictions 2019 retail

The Employee Experience Index

Forrester's Customer Insights

employee engagement employee journey employee experience EX EX IndexSix years ago, I noticed a pattern in the inquiry calls I was fielding from clients. At the time, many of them centered around things like BYOD, whether to take away local admin rights from PCs, and other decisions driven by escalating fears of security or compliance risks. If I was able to answer their […].

Top Stories about Employee Experience 


Customer needs are changing each day, and you’ll get thousands of technologies that provide solutions to improve customer experience. But organizations often overlooked the value of their employees. A poor employee experience can ripple your business for a lifetime.

2019 XM Trends From Qualtrics Thought Leaders

Experience Matters

To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. We have some amazing people across Qualtrics who regularly help organizations master all aspects of XM: Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), and Product Experience (PX).

Trends 213

Does Your Employee Experience Create Happy Warriors?

Forrester's Customer Insights

Last month, my colleague Dave Johnson and I published a report that shared a better way for companies to measure the quality of their employee experience. The Employee Experience Index rests on years of research by Dave and myself, but also incorporates findings from academic studies that update what we know about what makes a […]. age of the customer customer and employee experience Employee Engagement employee experience employee experience index

Top 10 Employee Experience Management Software of 2021


A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? 360-degree Employee Review.

Employee experiences are connected to customer experiences.

Call Experts

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. Confident, happy, and proud employees are going to serve customers with pleasurable experiences ensuring that they return soon and make future purchases. It is essential to focus on employee satisfaction. . Employees seek appreciation and motivation from the organization.

Predictions 2019: Employee Experience Moves To Center Stage

Forrester's Customer Insights

Companies and executives are paying attention to employee experience as never before. Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of. Employees are quitting their jobs at the fastest rate since 2001.[i] brand building customer experience index (CX Index) emerging technology employee engagement predictions 2019 talent management

Supercharge Your Employee Experience With Video

Forrester's Customer Insights

Enterprises have heard their employees’ calls for increased flexibility, and now more than 25% of US information workers work from home at least weekly. age of the customer employee experience enterprise video EX Nick Barber sam stern tech videoBut with subpar technology solutions and little face-to-face interaction, home or remote workers end up frustrated and out of the loop. Video provides a platform to engage, train, and communicate effectively […].

Video 38

Revisiting Our Top 10 Most Popular CX Posts Of 2019

Experience Investigators by 360Connext

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! 9: 5 Ways Successful Teams Close the Customer Experience Gap.

5 Factors to Successfully Measure Employee Experience in Your Organization


Employee experience (EX) is quickly becoming a mainstay metric for businesses. Much like customer experience, EX is a critical factor for success with its ability to identify and drive impactful change within organizations. Because employees are the most prevalent factor in making–or breaking–memorable, positive experiences for customers. . 5 Elements for Employee Experience Measurement. Do you have strong corporate values that employees support?

Have you missed the boat on employee experience?


Employee experience (EX) has become something of a ‘magic bullet’ for a lot of businesses. It feels like there are few positive outcomes that it hasn’t been linked to: better revenue, better engagement, better customer experience; better everything really. Employee experience

Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX

Kristina Evey

Employee Experience Leadership Planning for CX PodcastingLynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX. The post Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX appeared first on Kristina Evey.

7 must-read books in employee experience


Updated May 29th, 2019. Often the secrets of their success aren’t exactly secret – there are countless books detailing the ways companies and managers have nailed the employee experience. Whether told by the employees they influenced or by the managers who blazed a trail with innovative approaches that have since become the gold standard, they all serve as inspiration for any manager. Employee experience is hotter than ever, and new books hit the shelves daily.

How Can You Measure Returns On Employee Experience?


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. What is Return on Employee experience?

The Inextricable Link Between CX & EX

Experience Matters

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

Introducing Forrester’s Guide To Employee Experience Technology

Forrester's Customer Insights

Employee experience (EX) is top of mind for today’s companies. ” investments in EX yield both tangible and intangible business results such as reduced recruiting costs, lower attrition, higher employee work performance, and increased discretionary effort. employee experienceAs we detailed in our report “Why EX? Why Now?”

What is the Employee Experience of not being Entirely Incorrect?

One Millimeter Mindset

What happens to employee experience when they are not entirely incorrect? When employees propose solutions, modifications to processes or requests for increased budgets? Is there stakeholder pushback or are employees encouraged to be more curious and inquisitive? Are employees mentored to become more anticipatory about proposing solutions more aligned with stakeholder needs? Will the employee understand the reason for technical stakeholder pushback?

New at X4: See the Employee Experience innovations from X4 2019


X4 2019 saw HR professionals from around the world gather to hear from the brands creating breakthroughs in Experience Management including Patagonia, Sephora, Zillow Group, Riot Games and Coca-Cola. It was also a chance to showcase some of the latest innovations on the Employee Experience Platform designed to help you get to breakthrough insights and transform your culture. Here’s a look at some of the updates unveiled at X4 Summit 2019.

What customer feedback can reveal about employee experience gaps


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. That’s why one of our six laws of customer experience is “Unengaged employees don’t create engaged customers.”. Involve employees in diagnosis.

How to measure and improve your employee experience


How to measure and improve employee experience Engagement.

Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights

Kristina Evey

Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read More Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights. The post Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights appeared first on Kristina Evey. B2B Customer Experience Customer Experience Management Employee Experience Podcasting

Perfecting Self-Service at Work Means Perfecting the Employee Experience


Shifting left was on everyone’s lips: IT teams want to make knowledge more readily available and accessible to employees, empowering them to meet customer needs more quickly, accurately, and efficiently while allowing IT to do more with less.

2019’s top employee experience and HR conferences in Europe


Here’s our round-up of the best employee experience conferences in 2019. Who should go: Everyone in the experience management industry, regardless of position or rank. If your is employee experience, there’ll be keynote sessions and a breakout room just for you. Description: For 2019, we’re taking the X4 show on tour. Elaine Robertson, Employee Insights Manager // Centrica.

The Engaging Power Of Employee Feedback

Experience Matters

Does your organization listen to its employees? employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.” ” In the report, Employee Engagement Competency & Maturity, 2018, we found that only 40% of executives within large organizations put a high priority on taking action based on Read More. The post The Engaging Power Of Employee Feedback appeared first on Experience Matters.

Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX

Kristina Evey

Employee Experience Journey Mapping Leadership Podcasting UncategorizedEpisode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey.