Russel Lolacher

APRIL 10, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with psychologist and data analyst Dr. Kalifa Oliver on the importance of people analytics when hearing the voice of employee (VOE) at work. She has a PhD in Industrial Organizational Psychology and certification in people analytics from MIT.

Culture 52

Culture Leadership Communication Consulting 52

Customer Alignment

FEBRUARY 16, 2018

adidas treats employees as they would customers adidas is one company that is taking its customer feedback approach and applying it internally to employees. The adidas People Pulse is a dynamic, monthly, mobile-first survey which focuses on arriving at a People Score. It takes just 5 minutes to complete.

Insights 80

Insights Customer Experience Feedback Fashion 80

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Employee Experience. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. It is impossible to design an experience for people if you have no idea about their needs, wants, expectations, behaviors, and pain points.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Qualtrics

JULY 31, 2020

People analytics deliver actionable insights to improve the way your organization does business – and the impact HR has on the bottom line. New to the world of people analytics? What is people analytics? At Rogers Communications , we take people data seriously.

Net Promoter Score 41

Net Promoter Score Metrics Culture Employee Experience 41

InMoment XI

FEBRUARY 25, 2022

And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today’s employees, I’m convinced they should both recognize and cultivate it. That’s my belief. The EX/CX Connection.

B2C 529

B2C Employee Experience Culture Touchpoint 529

InMoment XI

DECEMBER 1, 2022

Ultimately, our clients are able to move the needle and go beyond managing their experience to actually improving it. We have been named Leaders in the Forrester Text Analytics Wave, Forrester Customer Feedback Wave, the Gartner Magic Quadrant for Voice of the Customer, and more! Forrester Text Analytics Wave.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

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

West Monroe

OCTOBER 3, 2023

Importantly, adding these capabilities can improve the employee experience by giving existing workers exciting new tools and insights that can help them do their jobs better—as well as new avenues for growth, advancement, and skill development. Keep employee experience front and center. Invest in vendor management.

Employee Experience 52

Employee Experience Government 2023 Healthcare 52

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

Qualtrics

SEPTEMBER 4, 2019

In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well. This was groundbreaking for the brand, and made Melissa one of a group of HR pioneers leading the way in the analytics space around this time.

Definition 47

Definition 2015 Insights Metrics 47

Qualtrics

JUNE 18, 2021

Before COVID-19 and the shift towards hybrid working, organizations were already competing for talent based on employee experience. Now, given the demands of working through a pandemic, and entering a new era of work, the need to be in tune with what people want and need at work has never been so acute. It’s a huge number.

Employee Experience 49

Employee Experience Interaction Measurement 2021 49

Wootric

MARCH 30, 2020

Working from home is a big, sudden adjustment for your employees. Your people are figuring out how to get their jobs done while managing childcare and sourcing toilet paper. Monitor employee experience using Slack — for free. Learn all about this free employee pulse survey program here. And it’s a lot.

Employee Experience 52

Employee Experience Feedback Leadership Customer Relationships 52

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

GetFeedback

AUGUST 14, 2019

Do your core values speak to putting people first? Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Qualtrics

NOVEMBER 18, 2019

Last week, we hosted the first of a new meetup series – Pancakes and People Analytics – that does exactly as the name suggests. Here’s what I learned sharing delicious pancakes with some of the brightest minds in people analytics. People Analytics” is hotter than ever.

Insights 24

Insights Employee Experience Events Download 24

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. Utilize Advanced Analytics and Customer Feedback Robust customer feedback platforms can streamline gathering and analyzing customer data.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

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. Most people will have laptops and other hardware. Here's how. What do we already have?

Employee Experience 26

Employee Experience Return on Investment Download Technology 26

Qualtrics

SEPTEMBER 4, 2019

In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well. This was groundbreaking for the brand, and made Melissa one of a group of HR pioneers leading the way in the analytics space around this time.

Definition 20

Definition 2015 Insights Metrics 20

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. Misaligned Metrics and Incentives.

Employee Experience 40

Employee Experience Feedback Metrics Interaction 40

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. Person: People have a voice and balance work and non-work life.

2009 52

2009 White Paper 2024 Financial 52

InMoment XI

JULY 12, 2023

Implementing Effective Communication Channels When people connect with your brand, how do they contact you? Effective communication channels are crucial for delivering a positive customer experience. Empower your employees by providing them with the necessary training, resources, and authority to address customer needs effectively.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. These tools allow HR professionals to collect, analyze and interpret data related to employee performance, absenteeism, turnover, and other HR metrics. Top 5 HR Reporting and Analytics Tools 01.

Metrics 52

Metrics Measurement Employee Experience Omnichannel 52

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

2023 207

2023 Contact Center Leadership Hospitality 207

Beyond Philosophy

SEPTEMBER 10, 2015

It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Foresee , a Customer Experience analytics firm, examined the results of two studies that used their analytics technology last fall. Improving Your CX One Employee at a Time.

Engagement 167

Engagement Employee Experience Retail Consulting 167

Qualtrics

JULY 12, 2021

Using XM to design and improve the customer and employee experience at ANZ. The evolution of our experience management program is one from digital remediation to personalisation. Over that time the work we’ve done has become more and more complex,” said Michael Kalkaus, Product Owner, Research & Analytics at ANZ.

Financial 26

Financial Employee Experience Insurance Banking 26

Qualtrics

AUGUST 6, 2021

It’s intuitive, the employee experience is both rapidly changing and hyper-local. In other words, each interaction on a personal level has an impact on whether your current experience is positive or negative. Understand every healthcare experience that matters. and run the driver analyses on those as well. Learn More.

Healthcare 26

Healthcare Employee Experience Metrics Connections 26

Retently

MARCH 26, 2024

Some may require advanced analytics capabilities to dive deeper into open-ended responses, while others prioritize survey customization options or the availability of industry-specific survey templates. It also includes advanced analytics powered by AI, workflow management tools, and reliable security features.

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.”. Know what you can do with analytics. There’s nothing like getting quality face time with people who are trying to achieve the same goals as you or are on a journey similar to yours.

Demo 87

Demo Contact Center Events Workshop 87

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. It’s well established that exceptional employee engagement produces extraordinary customer experiences.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

CSM Magazine

FEBRUARY 3, 2022

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. This means spending time listening to the right people and collating critical data points like complaints or service KPIs to truly understand where you are and what you are trying to achieve.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Journey Employee Experience 52

SurveyGizmo

OCTOBER 26, 2021

Most survey solutions will help you with a simple poll of how people feel or help you build a form to find out what people want to eat. But when it comes to building complex surveys for market research, customer experience, employee experience, or more, you need a solution that is more business software than consumer.

Omnichannel 98

Omnichannel Feedback Employee Experience Download 98

ShepHyken

DECEMBER 3, 2023

Central to this strategy is the creation of an exceptional employee experience program, incorporating the first-class mindset. The program would cultivate employees to provide the foundation and support for exceptional customer experience. million evaluations across more than 3,000 brands.

Article 58

Article Customer Service 2023 Loyalty Programs 58

Alida

NOVEMBER 10, 2017

For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Intelligent apps, analytics and things. Insight-driven businesses are built from the top down to harvest customer insight using both data analytics and qualitative methods.

2018 174

2018 E Commerce Retail E-support 174

Thematic

MARCH 27, 2024

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. They ensured every department were given the data and analytics to make better decisions.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

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. But there’s still work to be done.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Lumoa

FEBRUARY 7, 2023

Headquartered in Finland, Lumoa is the feedback analytics platform that looks at all customer feedback and tells companies what to do next to grow their business. “We We are customer experience and customer insights professionals ourselves”, says Carlos del Corral, Lumoa CEO and co-founder. “Our That is really going to have an impact.”

Banking 83

Banking Feedback Management Culture 83

SurveySparrow

JULY 14, 2023

Reporting and analytics tools: Track key performance metrics and make data-driven decisions. Reporting and analytics : Generate reports on key recruitment metrics, such as time-to-hire, source effectiveness, and applicant flow. Improve results with automated messaging and analytics.

Social Media 52

Social Media Document Multi-Channel Employee Experience 52