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.

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

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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). Customer experience EX - Employee Experience

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

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.

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

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?”

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.

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. All of the things to help maximize the experience.

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.

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.

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. Define Customer Experience and Success.

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.

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.

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.

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. How do employees feel about the company?

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.

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.

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.

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

12 Es Impacting Employee Experience

CX Journey

Image courtesy of Leo Reynolds A lot of elements comprise the employee experience. Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. First and foremost, let me define employee experience.

Does Your Employee Experience Create Happy Warriors?

Forrester's Customer Insights

Last month, my colleague Dave Johnson and I published a report that shared a better way for companies to measure the quality of their employee experience. age of the customer customer and employee experience Employee Engagement employee experience employee experience index

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 + 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

Have you missed the boat on employee experience?

Perceptive

Employee experience (EX) has become something of a ‘magic bullet’ for a lot of businesses. It feels like there are few positive outcomes that it hasn’t been linked to: better revenue, better engagement, better customer experience; better everything really. Employee experience

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).

4 Ways To Improve Employee Experience For Startups In 2020

Feedbackly

The post 4 Ways To Improve Employee Experience For Startups In 2020 appeared first on Feedbackly. Insight business strategy employee experience EX new business startupsChanges in technology have created a new business ecosystem where the most successful businesses are growing a lot faster than ever before. In other.

Supercharge Your Employee Experience With Video

Forrester's Customer Insights

Enterprises have heard their employees’ calls for increased flexibility, and now more than 25% of US information workers work from home at least weekly. age of the customer employee experience enterprise video EX Nick Barber sam stern tech video

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Creating Employee Experiences That Drive Customer Delight

CX Journey

Discover the importance of employee engagement and happiness in driving customer delight. But creating a delightful customer experience can be difficult, especially if you’re focusing solely on the customer. And the people who do that are your employees.

What is the Employee Experience of not being Entirely Incorrect?

One Millimeter Mindset

What happens to employee experience when they are not entirely incorrect? When employees propose solutions, modifications to processes or requests for increased budgets? Is there stakeholder pushback or are employees encouraged to be more curious and inquisitive?

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.

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.

What customer feedback can reveal about employee experience gaps

Qualtrics

Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX). A fundamental truth of customer experience (CX) is that it flows from the employee experience of an organization.

How to measure and improve your employee experience

MyCustomer

How to measure and improve employee experience Engagement.

Focus on your employee experience to deliver the best CX

Beyond the Arc

To transform your organization’s customer experience, the key is to engage your employees. So that you have a few of our key tips in one place, we’ve created this overview of employee. Customer Experience Customer-Centric Culture employee engagement

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.

7 must-read books in employee experience

Qualtrics

Often the secrets of their success aren’t exactly secret – there are countless books detailing the ways companies and managers have nailed the employee experience. Whether told by the employees they influenced or by the managers who blazed a trail with innovative approaches that have since become the gold standard, they all serve as inspiration for any manager. Employee experience is hotter than ever, and new books hit the shelves daily.

Employee experiences are connected to customer experiences.

Call Experts

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. It is essential to focus on employee satisfaction. . What is an employee call out-line?