PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. We highlight: Features we added in 2020. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. The new features we're adding this year. sessions: [link].

Roadmap 108

Roadmap Management CEM Software 108

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 Touchpoint 143

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

Integrity Solutions

SEPTEMBER 2, 2022

These employees aren’t leaving their jobs, but they’re also no longer willing to make work the central focus of their lives. Nor will they put themselves through the wringer and sacrifice their health and well-being (mental and physical) to take up the slack for understaffed and poorly managed organizations.

Management 122

Management Employee Engagement Culture Leadership 122

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

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

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

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

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. Dig in and enjoy. . . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient!

Metrics 62

Metrics Management Effort Score ROI 62

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. Drones for inventory management. Keep learning with more articles like this: Is 2020 the Year of Employee Experience?

Retail 60

Retail Innovation Net Promoter Score Effort Score 60

MyCustomer

NOVEMBER 26, 2020

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

Employee Experience 40

Employee Experience Customer Experience Management Customers 40

Call Experts

FEBRUARY 12, 2020

omnichannel management that supports digital transformation. The industry continues to change, most recently with the emergence of omnichannel management. Add and enable support features to applications and relationship management software with efficient service. Key 2020 Trends: Cloud Contact Centers. through 2022.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

ShepHyken

JULY 20, 2021

The End-to-End Customer Experience. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping. Improving CX through Customer Workflows.

Chatbots 154

Chatbots Employee Experience Customer Engagement Engagement 154

Qualtrics

APRIL 16, 2020

Organizational disruptions and change always create uncertainty among employees, managers, and senior leaders alike. In response, organizations are making rapid, widespread changes that are dramatically changing the employee experience (EX). This might seem like a no-brainer. Get Started.

Employee Experience 45

Employee Experience Culture Policies Trends 45

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 Government Data 49

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. Yet well before 2020, technology was already enabling a hybrid ‘Work From Anywhere’ culture. Here's how.

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

PeopleMetrics

APRIL 8, 2020

20% of employees are required to work on site, while 42% are required to work from home. Creating a great employee experience is always important, but in today’s world, every company’s top priority should be taking care of their people during disruptions from COVID-19,” said Sean McDade, PhD, Founder & CEO of PeopleMetrics.

Transportation 133

Transportation Employee Experience Study Survey 133

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

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. Use a customer relationship management tool. Anymore you’d add to these areas for the coming 2020 year?

Connections 58

Connections Leadership Employee Engagement Customer Relationship Management 58

CloudCherry

NOVEMBER 11, 2019

When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. Murphy Fraser – Client Success Manager at Skillshare. Jeremy Watkin – Manager of Product Marketing at 8X8.

Leadership 170

Leadership Consulting Video Government 170

CloudCherry

FEBRUARY 6, 2020

Murphy Fraser is the Client Success Manager at Skillshare for Teams, an ICMI Top 50 Thought Leader & Featured Contributor, a recent top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, and my honored guest on this week’s ‘The Sweets of CX’. That is true for an Employee Experience approach.

Contact Center 195

Contact Center Customer Centricity Tips Course 195

Qualtrics

FEBRUARY 27, 2020

The XM Institute has just published a new report, The State of EX Management Programs, 2020. The report examines a survey of 250 HR executives from North American organizations with 2,000 or more employees. They are also much more active users of employee pulses, 360-degree feedback, and unsolicited employee feedback.

Management 29

Management Employee Engagement Report Feedback 29

Qualtrics

NOVEMBER 19, 2019

When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do. These XM ( experience management ) leaders are bridging the gap and turning employees into ambassadors and customers into fanatics.

Management 31

Management Chief Customer Officer Healthcare Banking 31

Uniphore

JUNE 10, 2021

Getting the employee experience right is essential to developing and retaining top talent. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes.

Call Center 246

Call Center Self Service Contact Center Case Study 246

ShepHyken

APRIL 6, 2020

This article explores different ways to deliver value-added content that enhances the customer experience. The Impact Of Employee Experience On Customer Experience by Sagi Eliyahu. Forbes) Companies must build organizational cultures of treating employees well, as if they are customers, too.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

CloudCherry

FEBRUARY 6, 2020

No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week. After all, he wrote the book. (No So, where DO things currently stand in terms of IT and CX?

Customer Centricity 195

Customer Centricity Leadership Industry Culture 195

Qualtrics

NOVEMBER 20, 2020

And beyond that, it’s connected up the dots to see how improving employee experience can impact customer retention and satisfaction. Now we’re using these insights as a powerful blueprint for delivering for employees and customers,” says the company’s head of colleague experience. Starting with the employees.

Employee Experience 26

Employee Experience Banking Connections Customer Experience 26

InMoment XI

MARCH 14, 2023

Early 2020 COVID-19 hit but didn’t drive the situation yet, but as it became more and more complex, its influence grew. They can’t physically manage every supplier and every step of bringing their products to market, so they come to us. This B2B Experience Exchange was packed with valuable insights about the supply chain challenges.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Qualtrics

FEBRUARY 20, 2020

Get the inside track from innovators at the world’s largest and most disruptive tech, media and telecom brands, industry experts, and the world’s experience management leaders at X4 Summit 2020. When XM is truly embedded across an organization, you need a governance structure to manage it. Employee engagement in action.

Government 32

Government Employee Experience Leadership Employee Engagement 32

Feedbackly

FEBRUARY 14, 2020

Time management in the workplace has come a long way from the standard 9–5 office job. Coworking spaces now allow employees to work anywhere, The post 4 Ways To Improve Experience and Retention In Your Coworking Space in 2020 appeared first on Feedbackly.

Feedback 52

Feedback Management Employee Experience 52

Qualtrics

DECEMBER 3, 2020

IT has long been a key component of employee experience. Since the pandemic, it’s taken center stage with IT executives driving job enablement and productivity through world-class technology experiences that keep employees motivated and engaged. Find out more about how the future of the technology experience is changing.

Employee Experience 26

Employee Experience Study Technology Feedback 26

PeopleMetrics

APRIL 8, 2020

FREE WEBINAR: Thursday, April 16th, 2020 @ 2:00pm EDT. Unhappy employees can have significant negative impacts on experience (CX or PX), and our newest study found that 55% of American workers are unhappy with their employer's response to the COVID-19 pandemic. Topic: Employee Experience. You're Invited!

Study 62

Study Employee Experience Measurement Management 62

Comm100

JUNE 15, 2020

But perhaps more importantly, brands shouldn’t want a bot to manage every customer query. You need to know what they need help with so a simple question can be managed by a bot. In our latest 2020 Live Chat Benchmark Report , we found that chatbots handle 68.9% Recommended reading – 2020 Live Chat Benchmark Report.

Chatbots 162

Chatbots ROI Training Employee Experience 162