CX maturity playbook: Employee experience

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Actionable insight to uplevel and transform your employee experience program. Tools

The Power of Employee Experience

Alida

In an increasingly competitive market, homing in on the employee experience (EX) can differentiate your brand and result in a better end result for your customers. Customer Experience Employee Experience

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The Ultimate Guide to Employee Experience

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How to run a successful employee experience (EX) program that also empowers teams to provide better CX and improve the bottom line. Guides

Managing the Working-From-Home Employee Experience

Experience Matters

Last week, my colleagues Steve Bennetts, Sally Winston, and I held a webinar (watch it here) focused on how organizations should manage their employees’ work-from-home experience. The post Managing the Working-From-Home Employee Experience appeared first on Experience Matters. Activate EX - Employee Experience Lead

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.

Corporate Values: Do They Help or Hurt Employee Experience?

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A look into the impact that corporate values can have on employee experience. Articles

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

A Great Customer Experience Starts With a Great Employee Experience

Lumoa

Employee Experience – Good for Employees, Good for Business

IntouchInsight

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

Employee Experience: Seeing the Forest for the Trees

MaritzCX

Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Employee Experience vs Employee Engagement

Customercount

Employee experience & employee engagement are critical to defining the employee value proposition and essential for leadership to understand. The post Employee Experience vs Employee Engagement appeared first on CustomerCount.

What is Learned Helplessness and How Does it Hurt Employee Experience?

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A look into how the way we're wired impacts employees' perception of work and satisfaction. Articles

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.

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.

Customer Service is a Gold Mine for Employee Experience Ideas

Russel Lolacher

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees?

Connecting Employee Experience and Customer Experience

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Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead. Articles

Connecting Employee Experience and Customer Experience

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Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead. Articles

The Employee Experience is Crucial to a Successful Patient Experience

MaritzCX

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

3 Employee Experience Touchpoints That Impact Customer Experience

Experience Investigators by 360Connext

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. Employee surveys are great.

Connecting Employee Experience and Customer Experience

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Every company wants to improve its customer experience. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys. The relationship between employees and customers. When employees are happy, customers are happy.

Top Stories about Employee Experience 

SurveySparrow

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.

Employee Experience Strategy: Do’s and Don’ts

SurveySparrow

Wouldn’t you agree that this small gesture would make your customer experience more enjoyable? Employee experience, like customer experience, is a crucial aspect of running a business because it plays a significant role in determining client satisfaction.

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.

Implement These 5 Tactics to Improve Employee Experience

Customer Bliss

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience? Both of these women place a strong value on employee experience, and you’ll hear some of their thoughts and strategies regarding implementation.

Best Customer & Employee Experience Design Books 2020 2021 List

eglobalis

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

How to Revise Employee Experience for Social Distancing

Experience Investigators by 360Connext

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon.

The Employee Experience Should Come Before Everything

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Happy employees = happy customers. It seems obvious, so why do companies often overlook the employee experience when they focus on the customer experience? Articles

The Employee Experience Should Come Before Everything

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Happy employees = happy customers. It seems obvious, so why do companies often overlook the employee experience when they focus on the customer experience? Articles

The Undeniable Link between Customer Experience and Employee Experience

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In an era where customer experience is a key determinant in building a firm’s success and boosting growth, businesses are on the constant lookout. Insight customer experience Customer-Centric Organization cx CX program CX strategy Employee Engagement employee experience EX

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

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.

Employee Experience Comes First

CX Journey

Image courtesy of Worthix There should be no doubt: companies must recognize that employees come first. I had a great time talking about this and many other topics when I joined Mary Drumond and James Conrad with Worthix for their Voices of Customer Experience podcast. Focusing on employees and making sure they have a great experience is something that I've been talking to clients and prospects about for the last 26 years.

Adjusting Your Employee Experience Program In Times Of Crisis

Experience Matters

So how can HR and employee experience (EX) leaders help their organizations appropriately manage employeesexperiences during these trying times? The same way that all experience management (XM) professionals can: “by enhancing the capability to continuously learn how people are thinking and feeling, propagate insights into the hands of people who can take action, and rapidly adapt in this dynamic environment,” as Bruce Temkin points out in a recent article.

5 Ways To Elevate Employee Experience

SurveySparrow

Employees are the backbone of every organization. So it comes as no surprise that employee engagement has turned out to be a crucial factor in a business’s success. How to improve employee engagement? Employees are the ones who come first.

Guest Post: Improving Employee Experience for Your Customer Service Team

ShepHyken

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. It’s their job to make sure that their customers have the best experience possible. Step 1: Implement Employee Engagement Software .

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze

Customer Bliss

One who leads with a vision and principles that can transform both employee and customer experience? He spent time understanding his market’s customers and spent time engaging his employees in order to bring world-class service to customers. Empower Your Employees to be a Part of the Dream. When speaking of empowering employees , Horst references Aristotle and the notion that people want to be a part of something greater, they want to have a purpose.