Forrester's Customer Insights

MARCH 2, 2020

What is the employee experience of a pandemic? Companies are making plans, governments are tracking the spread of the virus, but who is listening to the voice of the employees? What impact are they experiencing because of the coronavirus, even if they aren’t exposed to it? Help us track and share that.

Employee Experience 66

Employee Experience Government Company Customers 66

ShepHyken

MARCH 18, 2024

Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House (The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government.

Customer Service 78

Customer Service Government Employee Experience Video 78

Forrester's Customer Insights

SEPTEMBER 1, 2020

Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. But although we’ve published reports on government CX, […].

Government 35

Government Employee Experience Study Report 35

Forrester's Customer Insights

MARCH 3, 2022

Governments have more employee data but aren’t translating it into insights or action. That was a key finding in our Forrester report, Government Employee Experience In 2021, in which we describe global government employee experience (EX) trends.

Government 26

Government Employee Experience Trends Survey 26

Forrester's Customer Insights

JUNE 8, 2023

To be fair, government agencies face particular hurdles to adopt norms of digital culture such as experimentation and adaptability. That’s because it’s difficult to experiment or adapt in cultures where risk aversion and compliance exist by design. Everyone wants a digital culture — and everyone has excuses for slow culture change.

Government 26

Government Culture Employee Experience 26

Qualtrics

JANUARY 29, 2021

2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience with government plays in preserving public health and stabilizing economic and social life.

Government 26

Government Management ROI Policies 26

Qualtrics

MARCH 31, 2020

Now more than ever, government IT departments are being asked to lead. Against the backdrop of an unprecedented global pandemic, IT departments play crucial roles in ensuring the continuity of services, the uptime of critical infrastructure, and employee engagement. 1: Understand the tools that employees need - and be flexible!

Government 34

Government Innovation Tools Employee Experience 34

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 302

Customer Experience Chatbots e-support Customers 302

Kayako

FEBRUARY 28, 2019

Employee experience. There is a clear linkage between the employee experience and the customer experience. When employees have a great experience (no, that doesn’t mean ping pong tables and beer Fridays), they are happier and more productive, and they deliver a better customer experience.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

Enalyzer

MAY 13, 2020

With our reports, you can use real-time employee experience data to make the best plans for your organization — and your employees — as you transition back to the workplace. Are you interested? Our consultants are ready to help you get through this.

Government 98

Government Survey Leadership Consulting 98

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ShepHyken

JUNE 7, 2021

Treating your employees like your No. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. My Comment: And, speaking of culture, here’s an article that emphasizes that recognizes that being customer-centric starts with the employee experience.

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

Vonage

SEPTEMBER 15, 2017

Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Qualtrics

MARCH 29, 2019

federal government agencies, our team is always working with clients and partners on fascinating, newly emerging issues that impact the business, customer, and employee experience parts of federal government agencies. Stay tuned, and follow me on Twitter for other government customer experience insights.

Government 36

Government Resources Customer Experience Video 36

InMoment XI

AUGUST 25, 2023

InMoment CX Program Success Stories Companies like Foot Locker and alphabroder are two companies that have chosen InMoment as their CX program partner and have improved their metrics by focusing on the customer experience and employee experience. The right CX platform should empower teams with immediate, actionable insights.

How To 260

How To ROI Net Promoter Score Measurement 260

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Most organizations are surveying their employees, but very few are delivering truly strategic employee experience (EX) programs.

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

InMoment XI

MAY 4, 2022

I’d much rather know and have the courage, strength, and conviction to allow for the data to be free-flowing than to worry about what kind of governance we put on that.”. Study What Other Companies Are Doing To Build Employee Loyalty. “Then we’d better get a hell of a lot better,” Lorne Rubis told the Financial Post.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Lumoa

JUNE 23, 2021

Improved employee experience The better the employee experience , the better the customer experience. Work with organizations that focus on industry-specific diversity, such as Black Women in Science & Engineering which supports black women to enter corporate or government STEM related jobs.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

Qualtrics

JULY 12, 2021

Here we explore the experience transformations underway at ANZ, Standard Chartered, and bolttech, but be sure to watch the full event for more great examples and stories. Using XM to design and improve the customer and employee experience at ANZ. XM Live: How brands in financial services design and improve experiences.

Financial 26

Financial Employee Experience Customer Experience Insurance 26

Enalyzer

MAY 13, 2020

With our reports, you can use real-time employee experience data to make the best plans for your organization — and your employees — as you transition back to the workplace. Are you interested? Our consultants are ready to help you get through this.

Government 52

Government Survey Leadership Consulting 52

Experience Investigators by 360Connext

JANUARY 5, 2021

Creating a culture focused on customers has to start and end with focusing on employees. A culture that aspires to be authentic for customers must live up to that in the employee experience, too. Employee journey mapping and other techniques can be used to really understand where, how, and when to reinforce the mission.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Forrester's Customer Insights

FEBRUARY 14, 2019

Senior government executives would be wise to listen to Winston Churchill’s wisdom! Never let a serious crisis go to waste! We’re living in the era of shutdowns, when funding disruption is the norm.

Employee Experience 43

Employee Experience Government Employee Engagement Engagement 43

BlueOcean

MAY 5, 2023

You’re looking for a partner who knows how to create a positive employee experience—after all, happy employees make for happy customers. The right partner will be able to articulate their governance structure for creating personalized improvement plans, holding coaches accountable, and measuring for success.

Customer Care 156

Customer Care Contact Center Comparison Government 156

ECXO

JUNE 11, 2023

The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience. Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

Forrester's Customer Insights

NOVEMBER 22, 2021

The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.

Government 49

Government Customer Experience Management Employee Experience 49

ECXO

NOVEMBER 9, 2023

Leveraging Culture, Diversity, and Employee Experience: A seasoned corporate executive, Karen’s versatility shines through her accomplishments across multiple industries. Her portfolio includes spearheading and implementing a multitude of global organizational initiatives.

Culture 52

Culture Connections Contact Center Leadership 52

Natalie Petouhof

JUNE 7, 2022

Natalie Petouhoff of Genesys provide guidance for delivering empathetic customer experiences at scale and the requirements necessary to shift from a business-centric to a customer/employee-centric philosophy.

Customer Experience 52

Customer Experience Government Touchpoint Employee Experience 52

eGain Blogs

JULY 27, 2022

“Knowledge Management (KM) is the #1 technology for enhancing the three main customer service perspectives of operational performance, customer experience, and employee experience.” – Gartner, September 2021. Agent experience woes. Modern KM: The essential approach to improving the Agent Experience.

Net Promoter Score 52

Net Promoter Score Self Service Contact Center Insurance 52

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. Patricia soon realized that there were rules and operations in place which sometimes inhibited employees from being able to serve the customer efficiently. Help the C-Suite Help Employees. The principles are as follows: Ask, will it make the life of the customer easier?

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

InMoment XI

JULY 12, 2023

Empower your employees by providing them with the necessary training, resources, and authority to address customer needs effectively. You can also encourage and empower employees to foster a sense of ownership and accountability to resolve any customer issues.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Vonage

OCTOBER 2, 2017

Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Qualtrics

JANUARY 2, 2019

It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. Win: Connected Government Act passes.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

SurveySparrow

OCTOBER 19, 2021

With the whole idea of a workplace evolving over the years, little has remained the same with employees. Employees are now more etched into the dynamics of an organization. This is where employee experience (EX) has taken the center stage. And when they get it right, it heightens the employee experience.

Customer Journeys 52

Customer Journeys Touchpoint Employee Experience Government 52

Russel Lolacher

AUGUST 1, 2022

So many questions, especially its impact on the employee experience. So I want to get into that, but but I can’t, because I have to ask you another question first, which is, what’s your best or worst employee experience? Oh, accessibility in the workplace. Stephanie Cadieux. Russel Lolacher.

Government 98

Government Culture Employee Experience Video 98

CX Journey

FEBRUARY 27, 2015

A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3. Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. Define Your Employee-Centric Culture 7.

Customer Experience 80

Customer Experience Government Customer Journeys Customer Centricity 80

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. Established an internal CX council and governance. Get Senior Leadership to Understand Your CX Plans. Develop a CX charter.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

BlueOcean

OCTOBER 8, 2021

One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture. One of the guiding principles, in fact, states that “culture + governance = execution.”. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Study 177