Employee Experience Monitoring: Common Questions

MaritzCX

Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?”

Employee Experience Monitoring: Common Questions

MaritzCX

Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?” Employee Engagement doesn’t have to be difficult to measure, but it can be challenging for anyone in an organization to take on the initiative.

CXO Transforms Parkland Hospital Customer Experience Through Employee Experience

Customer Bliss

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

The Employee Experience: Tackling Work-Life Balance with Top Execs

Smarter CX

Experience Fulfillment” At the outset of this book’s creation, Paula and Lisa’s vision was that this would be a piece for women, primarily professionals who were attempting to balance careers and families.

CX + EX (Employee Experience) = Great Experiences

Heart of the Customer

Customers will never love a company until the employees love it first. – Simon Simek This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience. Customer Experience Employee and Customer Engagement

What HR Wishes WFM Knew About Call Center Employee Experience

BlueOcean

That’s why we’re so dead-set on defying that stereotype and creating an excellent call center employee experience. That’s a big task and nowhere in their mandate is the requirement to make it a good experience for the agent. Achieving Optimal Call Center Employee Experience.

To Improve Customer Success, Improve Employee Experience

Andrew Mcfarland

(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Culture Guest Post Churn Employee Engagement KPI NPS Southwest Airlines Starbucks

How Does Best Buy Combat High Turnover and Digital Competition? Investing in Employee Experience

Customer Bliss

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. Turns out, the employee came first.” Fight High Turnover by Investing in Employees.

The Business Case for a Great Employee Experience

CX Journey

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

The Employee Experience - Customer Experience Connection

CX Journey

Is the employee experience - customer experience connection real? Last week, I had the pleasure of joining Sue Bethanis of Mariposa Leadership to talk about that very connection and the importance of putting the employee first in your customer experience strategy.

CX and EX (Customer Experience and Employee Experience)

ShepHyken

Customer service and customer experience (CX) have become as hot of topics as any in business. And, not only do you have to deliver on the experience, you have to stand out and be different. It’s about employees and the employee experience (EX).

Improving Employee Experience with Better Results

Beyond Philosophy

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. After a less than insightful review, most employees might sigh as well. that Google hopes their employees want to improve for the sake of contributing more to the company, and not just to make more money.

Virgin Shows Links Between Employee Experience and Customer Experience

Beyond Philosophy

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees. I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. Valuing Employees is the Foundation for Employee Ambassadorship.

A Job or a Journey? Mapping the Employee Experience

SuiteCX

There is now a much more holistic view of the benefits of a strong relationship with future, current and former employees actively pursuit former employees. Parallel Customer and Employee Journeys.

A Job or a Journey? Mapping the Employee Experience

SuiteCX

There is now a much more holistic view of the benefits of a strong relationship with future, current and former employees actively pursuit former employees. Parallel Customer and Employee Journeys. By Paul Butcher, Agile Marketing Group.

Customer Experience Weekly #7: Employee Experience

Talkdesk

Welcome back to the CXW, the once a week roundup of customer experience insights from around the web. This week’s topic is the employee experience. Here’s what we found: The Business Case for a Great Employee Experience. Happy Employees Make Happy Customers?

Time to Hit Refresh on Customer and Employee Experience Design Efforts?

Maz Iqbal

What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience? I’ve worked with folks working on improving/transforming the Customer Experience. I’ve also worked with folks working on improving/transforming the Employee Experience. Customer Experience Employee Engagement customer experience empathy employee experience Experience design Hit Refresh human centred design service design

Is The Customer and/or Employee Experience Your Priority?

Maz Iqbal

Before we continue, allow me … Continue reading "Is The Customer and/or Employee Experience Your Priority?". Customer Experience Employee Engagement Leadership / Change / Transformation Management UncategorizedYou may have noticed that my speaking here at The Customer & Leadership Blog has been sparse since 2016. A mere eight conversations so far in 2017. There was a time when I’d write that many conversations in one month. Why the change?

What’s The Impact of a Shitty Employee Experience on the Customer Experience?

Maz Iqbal

Can you deliver a good-to-great customer experience without paying attention to the employee experience? ” There is so much talk about the customer experience and in the process a lot of extra work … Continue reading "What’s The Impact of a Shitty Employee Experience on the Customer Experience?". If you forget theory and look at the practice in large organisations you might just see that the answer is a resounding “Yes!”

Extend The Customer Experience To The Employee Experience

Confirmit

This Forrester Research report outlines the role that CX professionals can play in developing exceptional employee experiences in the context of their in-flight CX programs and how to raise it as a priority. Voice of the Customer Voice of the Employee Analyst Insight

Focus On Employee Engagement, Not Employee Experience

Experience Matters

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. CCXP1 Customer-Centric Culture Customer experience Employee Engagement

Implement UEM To Improve Employee Experience And Protect Customer Trust

Forrester's Customer Insights

Forrester clients frequently ask us how to balance employee productivity with management and security. Introducing Our 2018 Now Tech On Unified Endpoint Management (UEM) We are excited to announce the publication of our Now Tech report on Unified Endpoint Management! Unified endpoint management, the successor of enterprise mobility management (EMM) and mobile device management (MDM), can help you do it. Forrester defines UEM as: Products that provide […]. age of the customer

A Trip to Staples: Why Employee Experience Matters to Customers

PeopleMetrics

A Snapshot of My Customer Experience. I walked up to a locked front door, just as a teenage employee was letting some customers out. Later Thoughts: The Employee Experience. I only know what happened: those employees placed their concerns above mine.

You Need Great Employee Experiences To Create Great Customer Experiences

Forrester

We think a lot about how these technologies will create enticing customer experiences (CX), making these digital touchpoints the face of the brand. Are CX professionals thinking about the experiences these employees need as they think about customer needs? Workforce Experience.

It’s Time To Improve Employee Experience For Remote Workers

Forrester's Customer Insights

Today, we’re excited to announce the publication of our latest report on the state of remote working, which focuses exclusively on creating a better experience for employees who primarily work-from-home. The number of regular work-at-home employees has grown 115% since 2005, and 40% […]. Remote workers are here to stay. Are you willing to embrace them?

Are you getting enough complaints? The Employee Experience Model

The DiJulius Group

Think about the last several times you had a disappointing experience as a Customer. The following is content taken from John’s best selling book The Customer Service Revolution (January 2015 Greenleaf Books) Are you getting enough complaints? Did you tell anyone at the company? You left a business feeling frustrated, or hung up the phone […]. Customer Service

Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

The first year as a CCO or CX change agent is a priority year when it comes to understanding your role within the organization, the work that was previously done to manage CX (if any was done at all), and the overall employee experience.

How to Lead CX Transformation in a Customer-Focused Tech Organization

Customer Bliss

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. “You can’t change Rome in a day.

The Unifying Force of Care: A Basic Human Need Customers Crave and Businesses Demand

Customer Bliss

The “Golden Rule” idea actually underscores our entire human experience. And as employees , we are drawn to companies that allow us to do so. However, not all companies behave in this manner when it comes to their customers and employees.

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Sometimes, It’s the Little Things That Make the Biggest Difference

Storyminers

The details have been engineered into an amazingly simple experience that makes it easy on customers—and easy on the baristas. Customer Engagement Strategy Customer Experience Customer Service Employee Experience Retail Retail Apps apps customer service employee experience retail training

Humanity is the crux of organizations, but…

Customer Bliss

I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. What does this have to do with customer experience?

Developing Your #CustomerExperience Strategy

CX Journey

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap.

An Employee First Culture Risks Becoming Internally Focused and Externally Irrelevant

Aveus

Which comes first, customer or employee experience? Both promise greater employee engagement and enhanced financial performance. With so much room for improvement, does it really matter where you start or even whether your customer and employee experiences are integrated?

Drive Real #CX Change with Journey Maps

CX Journey

There's a big problem brewing out there when it comes to journey mapping: Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the ) most powerful tools and processes in the customer experience professional's arsenal.

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One Of The Best CX Resources Of 2017

Storyminers

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. Experience continues to be a purchase driver (often above tangible value).

Want to Improve Your Customer Relationships and Bottom Line? Put Yourself in Your Customers’ Shoes Says CCO at Rigor

Customer Bliss

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor.

A Conversation with the CCO of VMWare, Scott Bajtos – CB36

Customer Bliss

One of Scott’s first key roles, for example, was building out an employee retention strategy. Employees are essentially internal customers, so the tie to working with — and providing value for — external customers isn’t as big of a leap as we sometimes think.

Annette Franz Accepted into Forbes Coaches Council

CX Journey

a boutique customer experience strategy consulting firm, has been accepted into the Forbes Coaches Council, an invitation-only community for leading business and career coaches. customer experience employee experience thought leader

The Human Experience (HX) – the result of all other experiences

ijgolding

When I deliver Customer Experience ‘knowledge transfer’ sessions around the world, I regularly joke that all places of work have had a ‘magic vortex’ constructed at the front door – it is invisible to the naked eye.

Getting Your Board to Embrace Customer Experience, With Maury Kask – CB72

Customer Bliss

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Because this is very important to how he outlines his experience work, it’s important to list them up front.