Customer Bliss

AUGUST 30, 2021

High tech without a human connection may make interactions more efficient, but it’s important to know when to blend humanity and caring into customer experiences. Hire People Who Will Make Your Company Unforgettable: A Case Study. Revamp Your Employee Experience By Rethinking Your Hiring Methods.

Case Study 310

Case Study Hotels Travel Company 310

CSM Magazine

DECEMBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France – two months ahead of schedule. Read the full case study.

Groups 52

Groups Self Service Abandon Rate Case Study 52

CX Accelerator

JANUARY 11, 2021

Employee experience (EX) is customer experience!". Prioritizing the employee experience. Zappos is a case study on how to create a customer-focused culture. The onboarding and “buy out” if the employee wants to leave is ingenious. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

ECXO

MARCH 20, 2024

eAAQApHd About Dr. Natalie Petouhoff : Dr. Natalie Petouhoff is a renowned Global AI & Empathy Adviser, recognized for her expertise in AI, customer, and employee experience.

Case Study 52

Case Study Customer Centricity Leadership ROI 52

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017.

Case Study 152

Case Study Airlines Conference Wait Times 152

ClearAction

FEBRUARY 13, 2023

This customer experience course is an actionable overview for making CX a team sport company-wide. It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application.

Sports 71

Sports Customer Experience Handbook Case Study 71

CX Accelerator

JANUARY 11, 2021

Employee experience (EX) is customer experience!". Prioritizing the employee experience. Zappos is a case study on how to create a customer-focused culture. The onboarding and “buy out” if the employee wants to leave is ingenious. Also, they published the Culture Book (pictured).

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

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

Horizon CX

DECEMBER 1, 2023

Employee Experience and Customer Experience Link: Research on the relationship between employee experience and customer experience is crucial. Case Study: Blockbuster vs. Netflix The decline of Blockbuster and the rise of Netflix serves as a compelling case study.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Blake Morgan

JANUARY 3, 2023

Harvard Business Review case studies were written about their customer experience – and YouTube videos have gone viral of silly flight attendants saying hilarious things on the announcer. . This is the link between employee experience and customer experience. It’s Time To Invest In Employee Experience.

Airlines 64

Airlines Travel Case Study Employee Experience 64

Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. How Employee Experience (EX) Impacts Customer Experience (CX). Top CX Themes.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

ECXO

FEBRUARY 14, 2022

Talk with the ECXO : If your company is searching for potential organizations to Sponsor, invest, or create dynamic research, case studies and help to develop a global CX education unique program, together. That aims to impact the present and future of CX Leadership. Then let’s talk and grow together. Join ECXO today.

Culture 98

Culture Case Study Employee Experience Innovation 98

Blake Morgan

JANUARY 16, 2023

Harvard Business Review case studies were written about their customer experience – and YouTube videos have gone viral of silly flight attendants saying hilarious things on the announcer. This is the link between employee experience and customer experience. It’s Time To Invest In Employee Experience.

Airlines 59

Airlines Travel Case Study Employee Experience 59

CX Centric

JULY 27, 2023

He is also well versed in a variety of CX disciplines, including journey mapping, survey process and analysis, the voice of the customer programs, employee engagement, and many more. Nate’s presentation was mainly based on a case study that one can surely use in understanding what is expected in the ROI transformation process in CX.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

ShepHyken

APRIL 11, 2022

The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. It’s the experience that drives engagement. Or, do they?

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

Customer Bliss

OCTOBER 28, 2021

Case Study: SOL Decided to Let People Set Their Own Targets. A pioneer in encouraging employees to lead themselves well before the movement of Zappos and others, in 1992, when Liisa Joronen acquired SOL from the family business, she shook things up by stating that there would be no titles or secretaries. Want more case studies?

Case Study 148

Case Study Study Policies Government 148

Beyond Philosophy

OCTOBER 8, 2022

05:55 Hannesson explains how interactions with a contact center have friction when they rely on non-expert customers to communicate with expert contact center employees and how video can help resolve them in practical ways. 25:07 Hannesson shares a specific case study that used video to reduce repeat home visits.

Video 89

Video Customer Experience Contact Center Case Study 89

SurveyGizmo

MAY 12, 2020

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. See how the Employee Experience Solution can help you increase employee engagement.

Case Study 81

Case Study Employee Engagement Employee Experience CRM 81

Lumoa

MARCH 21, 2023

I wanted my book to have a transformation lenses, providing advice on how to question the status quo in an organisation, as well as offering insights into how organisations can be transformed to deliver sustainable change that has positive outcomes for customer experience, employee experience and financial success.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Thematic

MARCH 27, 2024

This case study shares how Thematic helped them build a new approach to restore services and satisfaction levels. Along the way they demonstrated that improving the employee experience has a positive impact on customer experience. They used Thematic to identify red flags and dig into these for every business area.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

CX University

JULY 9, 2018

So how do the best companies develop employee engagement? I have compiled and analyzed a short list of case studies, taken from six Fortune 500 companies, so that we can answer these questions. Our next case study will refine this idea even further by showing a multifaceted approach to commitment.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

ClearAction

DECEMBER 11, 2018

And the final part of this case study describes how Hootsuite increases Marketing impact by making use of these insights across all of Marketing’s functional areas.). It provides vocabulary for consistent messaging to each of four core customer personas and to employees.”.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

Confirmit

APRIL 2, 2020

Find out what it's like to partner with us for your Market Research, Customer Experience or Employee Experience activities. Wyndham Destinations Asia Pacific and Virgin Money are just a few of the award-winning case studies that will inspire you to turn customer experience into a serious force for business change.

Case Study 52

Case Study Video Culture Analytics 52

Customer Bliss

OCTOBER 25, 2018

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. He mentions that each of their areas of ministry had a heart for guest experience and wanted to implement a change.

System 162

System Hospitality Customer Experience Guest Experience 162

Education Services Group

SEPTEMBER 29, 2020

Case studies. Without the involvement of Customer Success, sales will likely be resorting to the same select few case studies you’ve been using for years. It’s worth noting that case studies will often highlight new use cases for your product or service that you may not have otherwise known.

Sales 52

Sales Case Study Study Customer Success 52

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

Customer Bliss

AUGUST 8, 2019

Watch my video interview with Horst and learn how to be a leader that sets the vision and the standards: 3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze. Talk Triggers by Jay Baer and Daniel Lemin.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Maz Iqbal

OCTOBER 10, 2014

As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences. Is it enough just to get the marketing, HR operational folks and let them cook up customer and employee experience excellence?

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Confirmit

JANUARY 15, 2020

Learn how the program has helped Mars to create a world-class leadership approach, ensuing an outstanding employee experience for its most promising teams. Voice of the Employee Case Studies.

Sales 52

Sales Training Case Study Leadership 52

Confirmit

JANUARY 15, 2020

Learn how the program has helped Mars to create a world-class leadership approach, ensuing an outstanding employee experience for its most promising teams. Voice of the Customer Case Studies.

Sales 52

Sales Training Case Study Leadership 52

inmoment

MARCH 12, 2020

Tip #5: Don’t Forget Your Employees. We cannot underscore the need to keep an employee experience perspective during this time. Employees own another level of stress in situations like this. . Check out eBooks, case studies, and more on www.inmoment.com/resources today! The Bottom Line.

Customer Experience 93

Customer Experience Travel Tips Policies 93

ShepHyken

OCTOBER 5, 2020

And, in most businesses, that is the type of experience that could get the customer to come back – and maybe even become loyal! How to rethink customer and employee experience: 4 strategies by Donna Tuths. The Future Of The Customer Service Workforce: A Case Study With CommunityWFM by Matt Wujciak.

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65

Maz Iqbal

OCTOBER 16, 2014

Customer experience motivates the employee experience. Customer experience motivates the employee experience. I take it to mean that you start with figuring out the kind of customer experience that you propose to generate. What does this mean?

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

SurveyGizmo

FEBRUARY 12, 2020

Data from these surveys informs the entire FWI employee experience, including everything from benefits to development to diversity and inclusion initiatives. According to Stenbakken, “We saw a 10x increase in our eNPS, putting us well above the national average for employee engagement.”.

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

Michel Falcon Experience

AUGUST 13, 2014

Remove yourself as an owner or employee and ask yourself, “Would I open this?” ” Case Study #1 : Let’s use Rogers communication (Canada’s leading telecommunications company) as an example. Earlier this year, a commercial real estate company reached out to me for my customer experience expertise.

Survey 147

Survey Net Promoter Score Case Study NPS 147

Confirmit

JULY 27, 2020

But when employees are based in often-remote, offline locations, and needs change regularly, an annual employee engagement survey just wasn’t up to the job. An agile approach to the employee experience was needed, based on touchpoint surveys that could drive action, not just slide decks.

System 52

System Case Study Survey Touchpoint 52

ShepHyken

JUNE 10, 2019

My Comment: A good customer experience starts on the inside of an organization with a good employee experience. Yet, it’s been noticed that there are generational differences in how employees expect to be treated. By the way, in the next five years, it is predicted that 75% of the workforce will Millennials!

Customer Service 109

Customer Service Survey Case Study Training 109