PeopleMetrics

APRIL 27, 2020

In March of 2020, PeopleMetrics conducted an independent study to find out h. ow employees across the US perceive their employer's response to COVID-19. Give employees the tools they need to successfully work from home. Feel free to share it with any friends or colleagues who are interested in employee experience.

Infographics 96

Infographics Employee Experience Study Policies 96

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. Topic: Employee Experience.

Employee Experience 116

Employee Experience Communication CEM e-support 116

Forrester's Customer Insights

MARCH 27, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series.

Retail 45

Retail Employee Experience Industry Trends 45

SurveyGizmo

MAY 12, 2020

Welcome to the May 2020 edition of the SurveyGizmo Monthly Insider newsletter. Announcing the Employee Experience Solution: Increase Employee Engagement Now. Our latest solution provides HR teams with standardized and automated processes for tracking employee experience and managing employee requests.

Case Study 81

Case Study Employee Engagement Employee Experience CRM 81

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Accessibility is the experience. Customer behaviors changed in 2020, too.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

OCTOBER 22, 2019

If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. Customer Experience Still Reigns Supreme. So… What Changes Will Come to CX in 2020?

Trends 169

Trends Customer Experience Chatbots Innovation 169

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Accessibility is the experience. Customer behaviors changed in 2020, too.

Customer Journeys 143

Customer Journeys Brands Connections Innovation 143

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Don’t forget that customer experience starts with employee experience. As promised, I’m back with ten more tips.

Customer Service 122

Customer Service Customer Experience Tips Social Media 122

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

Qualtrics

DECEMBER 22, 2020

The learning curve brought on by 2020 was both steep and unpredictable — and the imprint it’s left on the employee experience will have an irreversible effect on the workplace for years to come. In 2020 employee engagement actually increased. In 2020, employees are driven by 'belonging’ and ‘company purpose’.

Employee Experience 26

Employee Experience Trends Employee Engagement Effort Score 26

ShepHyken

NOVEMBER 9, 2020

The experience equation: Happy employees and customers accelerate growth by Vala Afshar. ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth. 7 Tips to Simplify & Improve Employee Journey Mapping by Jeannie Walters.

Customer Journeys 106

Customer Journeys Customer Service B2C Ecommerce 106

ShepHyken

JANUARY 6, 2020

That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett. If your goal for 2020 is rapid growth, your customer experience has to outpace your competition’s. The best customer experience starts with a great employee experience.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

Strativity

DECEMBER 12, 2019

The customer experience landscape is always in motion, but that’s no excuse to sit back and let your organization’s CX fall as it may. That’s why we’re highlighting the five customer experience trends to plan around for 2020 — so you can stay ahead of the curve and deliver a winning CX that keeps your customers coming back.

Trends 64

Trends Customer Experience Policies Employee Engagement 64

Experience Matters

MARCH 6, 2020

The XM Institute has published new research that examines the current state of employee experience (EX) management programs and the mindsets, skills, and actions required for employee experience (EX) excellence. You can download both of these reports for free: The State of EX Management Programs, 2020.

Management 211

Management Employee Experience Survey Report 211

ShepHyken

SEPTEMBER 21, 2020

3 Employee Experience Touchpoints That Impact Customer Experience by Jeannie Walters. Experience Investigators) Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. Follow on Twitter: @Hyken.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Service Training 94

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Think Customers

JANUARY 4, 2021

In 2020, we can always use another round of happy hour. Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s Next: Most Standout Trends in Employee Experience for 2021.

Employee Experience 52

Employee Experience Tips Fashion Trends 52

Oracle

MARCH 3, 2020

From brick-and-mortar making a comeback to more robot (and human) interaction, retail professionals at NRF 2020 shared their thoughts on 10 retail trends and technologies that are topping the charts this year. See what they think will be hot in retail in 2020. The hot retail trend of 2020 is that brick and mortar still matters.

Retail 65

Retail Trends Ecommerce Omni-Channel 65

ShepHyken

OCTOBER 5, 2020

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. My Comment: Customer service week starts today, October 5, 2020! Here are a few ideas to get you started.

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65

Forrester's Customer Insights

OCTOBER 31, 2019

Getting employee experience (EX) wrong carries significant reputational and business risks. In 2020, companies will get more strategic about EX.

Employee Experience 24

Employee Experience Company Customer Experience Customers 24

Storyminers

JANUARY 20, 2021

If you are curious and fascinated to know what the future of work has in store, if the year 2020 has got you wondering about the nuances and the dynamism of the modern workplace experience, then you can find all the answers that you seek in the leadersHum leadership series.

Leadership 246

Leadership Culture Employee Experience Resources 246

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Oracle

MARCH 16, 2020

We interviewed 5 retail innovation leaders at NRF 2020 ‘s Innovation Lab, and they showed us how they’re using emerging tech to change customer experience in 2020 and beyond. Employee experience is a hot topic in 2020, with execs like Walmart’s CEO taking on initiatives that focus on retaining front-line staff.

Retail 60

Retail Innovation Net Promoter Score Effort Score 60

Uniphore

JUNE 9, 2021

In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? Educate, engage and empower your employees.

Engagement 246

Engagement Contact Center How To Metrics 246

ShepHyken

NOVEMBER 23, 2020

Southwest On The Importance Of Employee Experience by Tiffani Bova. Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Southwest Airlines knows this – they excel by putting employees at the center of their business. We look at their employee experience.

Customer Service 82

Customer Service Net Promoter Score Airlines Contact Center 82

C Space

OCTOBER 14, 2020

The Brand Move Roundup – October 14, 2020. Every employee aligned to one of our offices will have access to a Studio. Brand Move Roundup – October 13, 2020. Brand Move Roundup – October 12, 2020. Brand Move Roundup – October 9, 2020. Brand Move Roundup – October 8, 2020.

Brands 40

Brands Apparel Travel Hotels 40

Qualtrics

NOVEMBER 26, 2019

Our team of EX Scientists have donned their soothsayer hats to see what’s coming around the corner in 2020. The future of employee experience won’t be siloed within one team. According to the Chinese calendar, 2020 is the Year Of The Rat. The EX of 2020 will be about output, not input. EX won’t just sit with HR.

Employee Experience 49

Employee Experience Employee Engagement Data Government 49

MyCustomer

NOVEMBER 26, 2020

Employee and workforce experience (EX for short) matters just as much as customer experience (CX). 6 26th Nov 2020. Unsurprisingly, the two are inextricably.6 By Michael Hinshaw Managing Director.

Employee Experience 40

Employee Experience Customer Experience Management Customers 40

Qualtrics

APRIL 16, 2020

In response, organizations are making rapid, widespread changes that are dramatically changing the employee experience (EX). We’re all still learning how these temporary changes affect employees, but another question is quickly emerging – how will these current disruptions affect employee experiences in the future?

Employee Experience 45

Employee Experience Culture Policies Trends 45

Qualtrics

FEBRUARY 4, 2021

IT leaders now have a critical opportunity to take center stage in designing and improving employee experiences. Yet well before 2020, technology was already enabling a hybrid ‘Work From Anywhere’ culture. The most obvious IT problem in 2020 was, “How can we get everybody working remotely, immediately?” Here's how.

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

Call Experts

FEBRUARY 12, 2020

Key 2020 Trends: Cloud Contact Centers. Monitor Your Customer Experience with Real-Time Dashboards. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. More Blogs Menu. FCC blocks Robo-Calls.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

ShepHyken

AUGUST 24, 2020

To achieve this feat, it’s vital to account for your employee’s satisfaction, who deals with customers directly or indirectly. My Comment: If you want a good customer experience, then take a look at the inside of your business or organization at the employee experience. That’s where it starts. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Contact Center Tips Chatbots 83

Russel Lolacher

DECEMBER 30, 2019

The year is 2020, and so should be your vision. No, it’s about being the kind of organization that continually improves leadership, employee engagement and customer service as part of their DNA. Anymore you’d add to these areas for the coming 2020 year? The post 2020 Vision – Ways to Connect L.E.S.

Connections 58

Connections Leadership Employee Engagement Customer Relationship Management 58

Uniphore

JULY 1, 2021

Online communities that enable call center workers to commiserate on their struggles and share best practices have grown by 77% in membership, and by 75% in terms of daily conversations since January 2020.

Social Media 218

Social Media Call Center Study Contact Center 218

Experience Investigators by 360Connext

DECEMBER 17, 2019

2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond. 10: Improving B2B Customer Experience: Is It More Personal Than B2C? 9: 5 Ways Successful Teams Close the Customer Experience Gap.

Customer Journeys 178

Customer Journeys B2C Leadership B2B 178

Qualtrics

AUGUST 24, 2021

However, Singtel’s award-winning employee experience transformation isn’t simply a product of the COVID-19 pandemic. . With increasing employee expectations, Singtel embarked on a digital transformation journey in 2018 to improve how the company’s 22,000+ team members work, collaborate, and acquire future-ready digital skills.

Employee Experience 26

Employee Experience Communication Technology Company 26

Qualtrics

APRIL 26, 2021

First and foremost, there is still a lot of change ahead as people redesign their employee experience for the new expectations, behaviours, and preferences people have around the way they work. To do this well, leaders need to capture insights across the business to make informed changes improving the employee experience.

Employee Experience 26

Employee Experience Customer Experience Video Meeting 26