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

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

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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

A great Customer Experience starts with a great Employee Experience

Lumoa

Organizations are starting to realize the key to a world-class customer experience is nailing the employee experience first. After all, satisfied employees are more likely to create satisfied customers. Feed generated with FetchRSS

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!

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.

Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights

Kristina Evey

Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey. Employee Experience internal customers Leadership Podcasting

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.

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. Tactic 3: Take Advantage of Your Employees’ Strengths.

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. By the end of this webinar, you will know: How to establish an “effort-measurement” base for both the customer experience and the employee experience.

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.

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

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.

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.

The Relationship Between Customer & Employee Experience (Podcast)

Doing CX Right

The show explores the symbiotic relationship between customer and employee experience, and how companies are creating leaders and cultures maniacal about the customer. Listen to the Customer Experience podcast below. .

Rotten Phish Spoils Employee Experience

Forrester's Customer Insights

When our colleagues Claire and Brian wrote their “Point/Counterpoint: The Ethics Of COVID-19 Phishing” blog in March, it turns out they were inadvertently predicting an event that took place this week – an employee took to social media to speak out about a highly insensitive phishing simulation. employee experience Awareness Behavior CISO ControversialPhishing culture CyberInflence Human Risk Phishing Security Awareness & Training Security Culture SecurityLeadership

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.

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

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.

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. These employees are the engine that keeps your entire organization – including your customer experience – running. Employee journey mapping. Employee safety now and in the future.

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

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.

Digging Deep Into Customer & Employee Experience Management

Doing CX Right

Customer Experience education is finding its way to universities, and I love it. During the interview, we dive deep into various customer experience topics including: What I do in CX, why my passion , and how others can replicate best practices to differentiate their brand.

Best of the Podcast: Revamp Your Employee Experience By Rethinking Your Hiring Methods

Customer Bliss

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role.

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

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.

Connecting Employee Experience and Customer Experience

GetFeedback

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.

7 Customer & Employee Experience Tactics to Implement at the Start

Customer Bliss

In today’s episode, we take a look at how Lucy Norris , Executive Vice President, Chief Customer Success Officer at Genesys and Daniel Coullet , Senior Vice President of Customer Success and Experience at PTC , handled the first year in their role. She needed to understand the space she was in, and what both partners and customers thought about their experience with Genesys. Define Customer Experience and Success. Understand How Your Employees View Their Work.

Employee experience measurement application launched

Customercount

CustomerCount launches employee experience measurement application to improve inefficient processes and influence hiring decisions. Continue reading → The post Employee experience measurement application launched appeared first on CustomerCount. Press Releases Employee measurement talent experience measurement

How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz

Customer Bliss

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience. Eric and his boss created the job description together, which focused on being future-forward looking, with an emphasis on employee experience.

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

GetFeedback

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 Index

Forrester's Customer Insights

employee engagement employee journey employee experience EX EX IndexSix years ago, I noticed a pattern in the inquiry calls I was fielding from clients. At the time, many of them centered around things like BYOD, whether to take away local admin rights from PCs, and other decisions driven by escalating fears of security or compliance risks. If I was able to answer their […].

Why Invest In Employee Experience? Six (Proven) Reasons

McorpCX

Employee and workforce experience (EX for short) matters just as much as customer experience (CX). Customer Experience customer experience strategy Employee Experience Business Strategy Experience Strategy Business Success EX Forbes ex investment ex cx