Forrester's Customer Insights

NOVEMBER 5, 2018

Companies and executives are paying attention to employee experience as never before. Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of. Employees are quitting their jobs at the fastest rate since 2001.[i] There are good reasons for this attention.

Employee Experience 54

Employee Experience 2001 2019 Brands 54

Customer Bliss

MARCH 21, 2019

Taken from Excellence Wins by Horst Schulze Copyright © 2019 by Horst Schultze. A big thank you to Horst Schulze and the wonderful folks at Zondervan, who have been generous enough to share the first chapter of Excellence Wins for you to enjoy! Click here to download. Used by permission of Zondervan. www.zondervan.com.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

Bold360

DECEMBER 19, 2018

So what can we expect for 2019? Here are my thoughts: 2019 and the rise of the AI-enabled personal assistant. 2019 will be the year we see AI move from a position of augmenting an experience to becoming a full-fledged assistant. 2019 will be the year that consumers stop compromising.

2019 78

2019 2018 Consumers Employee Experience 78

ShepHyken

APRIL 1, 2019

ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. Customer Service Is Poised for an AI Revolution by Vala Afshar.

2019 99

2019 Article Customer Service Social Media 99

Oracle

NOVEMBER 18, 2019

Instead, I’m here to debunk a few Millennial myths, share some practical advice on managing a Millennial workforce, and spotlight expectations when it comes to our employee experience. The post 5 Things Millennials Crave in Their Employee Experience appeared first on SmarterCX.

Employee Experience 80

Employee Experience 2019 Management Leadership 80

ShepHyken

MARCH 18, 2019

CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. Beyond The Arc) Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar this year. It’s another to properly use that feedback.

2019 87

2019 Article Net Promoter Score Customer Service 87

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. “Customer experience and employee experience are now two of the driving forces of business.

2019 58

2019 Customer Experience Competitive Advantage Customer Care 58

Qualtrics

FEBRUARY 27, 2019

Here’s our round-up of the best employee experience conferences in 2019. Who should go: Everyone in the experience management industry, regardless of position or rank. If your is employee experience, there’ll be keynote sessions and a breakout room just for you. X4 On Tour . Dates & locations: .

Employee Experience 20

Employee Experience 2019 Innovation Events 20

ShepHyken

SEPTEMBER 2, 2019

Improve Employee Experience to Improve Customer Experience by Jeannie Walters. Experience Investigators) 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.

Article 85

Article 2019 Customer Service 2023 85

Bold360

FEBRUARY 26, 2020

As it turns out, these themes and trends are in lockstep with the conclusions of a new study we recently did in conjunction with HDI: The State of User-Facing Knowledge and Knowledge Management in 2019. Employees want more and better self-service knowledge.

Employee Experience 59

Employee Experience 2019 Document User Experience 59

ShepHyken

JUNE 10, 2019

My Comment: A good customer experience starts on the inside of an organization with a good employee experience. Yet, it’s been noticed that there are generational differences in how employees expect to be treated. The post 5 Top Customer Service Articles for the Week of June 10, 2019 appeared first on Shep Hyken.

Article 111

Article 2019 Customer Service Customer Service Training 111

Thematic

AUGUST 7, 2019

Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! The post Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] appeared first on Thematic. If you’re a CX professional struggling to be heard by executive teams, this guide is for you.

ROI 123

ROI 2019 NPS Metrics 123

Oracle

MAY 9, 2019

From April 17 th – 20 th , cross-industry service, support, and customer success leaders came together to discuss best practices in offering world-class customer service and customer experiences. Here’s a closer look at some of the biggest insights from the Field Service USA 2019 event. Technology often gets a heavy focus in CX.

2019 56

2019 Insights E-support Events 56

CloudCherry

NOVEMBER 11, 2019

When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union. And we ain’t mad about it!

2019 170

2019 2020 Leadership Consulting 170

inmoment

NOVEMBER 19, 2019

To help you sort through the massive amounts of market information, we’ve gathered some of the best CX insights from 2019 that you might have missed so you can better prepare for 2020. . Insight #1: Optimize the feedback experience. Read more… Insight #2: Build your employee experience index. .

2019 40

2019 Insights 2020 Employee Experience 40

Qualtrics

FEBRUARY 11, 2019

Looking into 2019, we expect technology to continue to transform healthcare, but practitioners will be demanding the use of real-time data to make informed decisions and take action. Below are seven patient experience trends we expect to see in 2019. Learn more about Healthcare Experience. Learn more.

2019 52

2019 Healthcare Hospitality Transportation 52

CloudCherry

FEBRUARY 6, 2020

Murphy Fraser is the Client Success Manager at Skillshare for Teams, an ICMI Top 50 Thought Leader & Featured Contributor, a recent top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, and my honored guest on this week’s ‘The Sweets of CX’. That is true for an Employee Experience approach.

Contact Center 195

Contact Center 2019 Customer Centricity 2020 195

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. How Superior Employee Experience Drives Superior Customer Experience. Here’s a topic close to my heart—the link between employees and customers.

2019 40

2019 Technology Insights Customer Experience 40

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult.

2019 53

2019 Customer Experience White Paper Definition 53

Qualtrics

AUGUST 24, 2021

However, Singtel’s award-winning employee experience transformation isn’t simply a product of the COVID-19 pandemic. . With increasing employee expectations, Singtel embarked on a digital transformation journey in 2018 to improve how the company’s 22,000+ team members work, collaborate, and acquire future-ready digital skills.

Employee Experience 26

Employee Experience Communication Technology Culture 26

CX Journey

DECEMBER 11, 2018

I thought I'd share some good ones that I'd recommend you add to your reading list for 2019. These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. Mortimer J.

Books 60

Books Leadership 2019 2012 60

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Employee experience and workforce optimisation. Connected CX journeys. Digitalisation. Robotics and AI. Customer analytics. Technology enablement.

B2B 40

B2B 2019 Chief Customer Officer Download 40

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study. My Comment: What’s your ROX (Return on experience)? The concept of ROX is a new one.

2020 104

2020 Article Customer Service Contact Center 104

Forrester's Customer Insights

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalise experiences.

Employee Experience 28

Employee Experience B2C Brands 2019 28

Qualtrics

DECEMBER 6, 2018

It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. The experience can be invaluable to your organization and allow you to earn continuing education credits to keep your certifications up-to-date.

2019 27

2019 Engagement 2018 Events 27

Qualtrics

DECEMBER 20, 2018

For 2019, we’re looking at the 3 things that will become must-haves for every HR team. It will mean you have the ability to personalize the employee experience, based on what you know about your people. At many companies, employees are able to do most of their job on a mobile device – you may be one of them.

2019 37

2019 Engagement Employee Experience 2017 37

SurveySparrow

MAY 21, 2019

TINYPulse is all about measuring how happy, frustrated, or burnt-out your employees are and gaining real-time employee feedback to create a company culture you can be proud of. Inevitably, good employee engagement always tips the profit and growth in your favor. Here’s to good times with an excellent employee engagement tool!

Engagement 75

Engagement 2019 Culture Feedback 75

CloudCherry

FEBRUARY 6, 2020

No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week. After all, he wrote the book. (No So, where DO things currently stand in terms of IT and CX?

Books 195

Books 2019 Customer Centricity 2020 195

GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 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

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change.

2020 52

2020 Insurance 2019 Touchpoint 52

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. With this new cadence in place, Darin and his team have also been able to focus on improving employee experience.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

ShepHyken

MAY 12, 2020

They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. In order to have a great customer experience, you must have a great employee experience that incorporates and is empowered by digital technology. CX equals EX to the power of DX.”.

Technology 97

Technology 2019 ROI Employee Experience 97

Experience Investigators by 360Connext

AUGUST 6, 2019

Via 2019 Edelman Trust Barometer Special Report. Via 2019 Edelman Trust Barometer Special Report. In fact, Edelman’s 2019 Trust Barometer report shared that while 81% of customers say trust is essential in their buying decision, only 34% of us trust most of the brands we buy or use. It’s all about trust.

2019 125

2019 Touchpoint Brands Customers 125

Experience Investigators by 360Connext

FEBRUARY 9, 2021

According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. Employee experience (EX) is in step with customer experience. It means creating revenue through these three areas: 1.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Confirmit

APRIL 2, 2020

Find out what it's like to partner with us for your Market Research, Customer Experience or Employee Experience activities. You'll hear from ComputaCenter, Enhance Research, PennyMac, Engage, Sodexo, and Bupa as they describe their experiences of partnering with Confirmit. Thinking about working with Confirmit?

2019 52

2019 Books Culture Employee Experience 52

Qualtrics

SEPTEMBER 16, 2019

It’s been a busy few months for the EmployeeXM team over the summer, with plenty of new feature updates to help you monitor and improve your employee experience. There’s nothing more likely to undermine your Employee Experience efforts than feedback which goes unheard. September 2019 appeared first on Qualtrics.

2019 22

2019 Employee Experience Measurement Demo 22

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98