CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. CUSTOMER JOURNEY MAPPING Being able to map customer journeys with your organization is a skillset unto itself.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

APRIL 23, 2024

But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. CX leaders need to present strong business cases for every step of their journey. If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. Is it inviting?

Employee Experience 105

Employee Experience Net Promoter Score Leadership Culture 105

InMoment XI

DECEMBER 23, 2021

Every holiday season, we at team InMoment like to look back and reflect on what we’ve learned about employee and customer Experience Improvement, and then put those top learnings into a “cheat sheet” of sorts for our readers. So, are you looking for some inspiration to start your experience mindset off on the right foot in 2022?

2022 529

2022 Customer Experience Feedback Brands 529

InMoment XI

JULY 12, 2023

In the modern digital world, it’s by creating a seamless customer experience strategy. It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations. This is called the customer journey.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

SurveySparrow

OCTOBER 2, 2020

If you are running a business, you already know the importance of employee experience. Your employee, right? Therefore, you should invest time in satisfying your employee and engage them more into the organization. And a perfect employee engagement starts with a meaningful employee experience.

Employee Experience 59

Employee Experience Feedback Measurement Engagement 59

GetFeedback

AUGUST 14, 2019

Here’s a thought — and the answer surely lies here: don’t focus on the score; focus on the customer and the experience. The customer experience is a journey, and continuous improvement is key to staying ahead and winning at CX. Focus on the employee experience. Without employees, you have no customer experience.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

InMoment XI

DECEMBER 13, 2022

We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business. When we manage client programs at InMoment, return on investment (ROI) is always top of mind.

ROI 493

ROI Call Center Return on Investment Measurement 493

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Employee Experience 52

Employee Experience Demo Reference Feedback 52

SurveySparrow

JANUARY 5, 2021

We often hear that employees are the most important asset in a company. We know that keeping your employees happy can greatly affect your business profits. But, when it comes to investing in employees, companies tend to ignore it the most. The impacts of employee experience are enormous, and we should never ignore it.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. Prevent and close employee skill gaps with a seamless integration to coaching.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Qualtrics

JUNE 18, 2021

Before COVID-19 and the shift towards hybrid working, organizations were already competing for talent based on employee experience. This rise in empathy is not just increasing expectations from employees who feel heard and want better experiences as a result.

Employee Experience 49

Employee Experience Interaction Measurement 2021 49

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. These are investments focused on your employees.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

TechSee

AUGUST 26, 2020

Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive. However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. How can MX create effortless experience for employees and customers?

Customer Journey 124

Customer Journey Omnichannel Effort Score Multi-Channel 124

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. These are critical milestones in the employee journey.

2009 52

2009 White Paper 2024 Financial 52

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? Every day employees make decisions and take actions that directly affect your workforce and business. Conversely, if employees don’t feel engaged, appreciated, and respected, your organization – and customers – can be at risk. Attract new talent?

Engagement 73

Engagement Contact Center Culture Metrics 73

CSM Magazine

APRIL 12, 2023

Calabrio, the workforce performance company, today announced that Calabrio ONE is now listed on the Genesys AppFoundry , a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences. s inaugural Power Partner Awards for productivity.

Contact Center 52

Contact Center Return on Investment Omnichannel Employee Experience 52

Qualtrics

JULY 31, 2019

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. Outdated Systems and Tools.

Employee Experience 40

Employee Experience Feedback Metrics Interaction 40

Happy or Not

APRIL 26, 2024

Driven by a machine learning model trained on real customer feedback, it identifies feedback that adds no value to measuring customer or employee experiences and hones in on the feedback that truly matters. How to screen out spam? Your journey begins with the Open Feedback Widget – where insights meet innovation.

Feedback 36

Feedback User Experience Insights Customer Centricity 36

GetFeedback

MAY 9, 2019

Think of this content piece as the starting line of your CX journey—here you’ll find straightforward answers to the most popular questions. What are the customer experience maturity levels? Employee engagement : Employees have to be fluent in the company’s CX goal and strategy.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

Thematic

MARCH 27, 2024

It was the perform storm for a customer experience crisis! A Customer Journey Challenge In the aftermath of the storms, there was a massive influx of calls through to the support centre.  The  This was a significant test of Watercare’s customer experience journey.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

Retently

MARCH 26, 2024

By taking a thoughtful and thorough approach to the selection process, you’re setting the ground for richer insights, better decisions, and a more connected relationship with your customers and employees. Why Look Beyond Qualtrics? Key Features: Multi-channel feedback collection (surveys, social media, digital behavior, etc.)

2024 78

2024 Multi-Channel NPS Feedback 78

eGain Blogs

AUGUST 12, 2022

1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience.”. Representatives from blue-chip eGain clients are coming to the event to talk about their successful customer service and digital transformation journeys, powered by knowledge. Talk away, learn away.

Demo 87

Demo Contact Center Events Workshop 87

inmoment

JUNE 28, 2019

To be innovative, CX professionals need to tap into the full experience ecosystem, harnessing intelligence across channels, from whenever, wherever, and however your customers are talking to and about your brand, and integrate that with other sources of customer data and analytics—clickstream data, CRM data, etc.

Employee Experience 40

Employee Experience Innovation Connections Technology 40

Qualtrics

FEBRUARY 4, 2021

It connects us with colleagues and customers, increases productivity and helps employees deliver their best work. IT leaders now have a critical opportunity to take center stage in designing and improving employee experiences. Never before has IT been so essential for businesses. Here's how. Ways that IT contributes to business.

Employee Experience 26

Employee Experience Return on Investment Download Technology 26

ClearAction

MARCH 22, 2024

This was summarized in Stephen Diori’s Forbes article: “Delivering Superior Customer Experience is a Team Sport” 2 (All the quotations below are from Diori’s article. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

CSM Magazine

FEBRUARY 3, 2022

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. Talk to customers, hold employee focus groups and speak to the Board. Define – use all the data you have for customer journey mapping. 5 ways to banish complexity.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Journey Employee Experience 52

Playvox

MARCH 19, 2024

Top Use Cases for Contact Center AI Improving Workforce Management and Engagement AI tools allow employees to reduce repetitive, routine tasks and focus on more strategic, value-added work, boosting productivity and job satisfaction. But it goes beyond enabling automation. Analyze more interactions and automate workloads for analysts.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

SurveySparrow

JUNE 22, 2023

In today’s competitive financial landscape, it’s customer experience banking that sets a financial institution apart from the others. Hence, this article offers insights into customer experience banking and the customer journey banking. Why is Customer Experience in Banking Important?

Banking 52

Banking Customer Experience Financial Social Media 52

TechSee

AUGUST 14, 2023

Follow on LinkedIn Clare Muscutt, Founder and CEO of Women in CX As a globally recognized leading CX practitioner, Clare has dedicated her career to crafting innovative strategies that balance customer and employee needs with business outcomes. Nick is also the host of the acclaimed podcast, Press 1 For Nick , which ranks among the top 2.5%

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Natalie Petouhof

AUGUST 15, 2022

“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

SurveySparrow

SEPTEMBER 20, 2021

Uses: Experience management software has so many uses. They can include customer experience (CX), employee experience (EX), product experience (PX), reputation management, and more. While most tools specialize in one business area, some platforms can manage the experience for multiple areas. Employee pulse.

2021 52

2021 Management Multi-Channel Omnichannel 52

Think Customers

FEBRUARY 13, 2024

The growing role of AI in customer interactions is just one of the major 2024 CX trends examined by TTEC’s Nick Cerise, chief marketing officer, and Tom Lewis, global leader, CX consulting, analytics and AI, TTEC Digital. Monetize customer engagement Lewis said there is a right way, and wrong way, to approach this service-to-sales journey.

2024 52

2024 Contact Center Webinar 2023 52

SurveySensum

NOVEMBER 9, 2023

Quality customer experience doesn’t happen by chance. It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. In any organization, the leading factor for the quality of the customer experience is the employee. In other words, you need proper workforce management.

2024 52

2024 Management Customer Experience Demo 52

Qualtrics

JULY 12, 2021

To help financial service providers adapt and succeed in these new environments, at XM Live: Experience Transformation in the FSI Industry Qualtrics brought together leading brands across APAC to explore how they are using experience management (XM) to design and improve the customer, employee, brand, and product experiences they deliver.

Financial 26

Financial Employee Experience Insurance Banking 26