Top Stories about Employee Experience 


Customer needs are changing each day, and you’ll get thousands of technologies that provide solutions to improve customer experience. But organizations often overlooked the value of their employees. A poor employee experience can ripple your business for a lifetime.

3 Employee Experience Touchpoints That Impact Customer Experience

Experience Investigators by 360Connext

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. Employee surveys are great.


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Guest Post: Improving Employee Experience for Your Customer Service Team


She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. It’s their job to make sure that their customers have the best experience possible. Step 1: Implement Employee Engagement Software .

2021 97

Best Practices in Communications to Improve Employee Experience


As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. But clear, effective top-down employee communication isn’t enough. Conduct a communication audit.

How to Revise Employee Experience for Social Distancing

Experience Investigators by 360Connext

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon.

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. How do you hold yourself accountable when managing culture and employee experience? Both of these women place a strong value on employee experience, and you’ll hear some of their thoughts and strategies regarding implementation.

Five Ways IT Leaders Can Reimagine Employee Experience


Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. What Exactly is Employee Experience?

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. Many of you may be familiar with The YMCA (the Y), either from your own experiences at the center or because of the iconic song that many of us have danced to at parties. He wanted to ensure the digital experience would help frame and organize what’s being delivered to the customer on the ground.

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? Horst really wanted to communicate the importance of values and integrity in this role. . He spent time understanding his market’s customers and spent time engaging his employees in order to bring world-class service to customers. Empower Your Employees to be a Part of the Dream. You have to lift them up and elevate the experience.

Communicating CX: 12 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

Customer experience is not a fad or a trend or a buzzy phrase. But if employees, partners and others only hear about customer experience as a one-time or even once-per-year thing, then how are they supposed to really understand and see the possibilities of it?

2021 162

CXO Transforms Parkland Hospital Customer Experience Through Employee Experience

Customer Bliss

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Employee Experience Guide: Employee Surveys & Polls


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. What is Employee Engagement. Employees perform 4.6

Don’t Forget the Employee Experience with Stacy Sherman and Vikas Bhambri


Many CX leaders are finding it difficult to help their teams completely deliver the best overall experience for their modern customers. A great way to get executive involvement is to have them participate in CX activities to get to know the processes and the employees.

2021 59

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. She needed to understand the space she was in, and what both partners and customers thought about their experience with Genesys. Define Customer Experience and Success. Understand How Your Employees View Their Work.

How Improved Employee Experience Journey Leads To 1.8x Faster Revenue Growth


Whenever employee engagement is talked about, it’s put in terms of a responsibility businesses have to fulfil. Taking care of your employees is, after all, a good thing. But what if we told you there was a strong business case for improving your employee experience journey?

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? Are employees mentored to become more anticipatory about proposing solutions more aligned with stakeholder needs? Will the employee understand the reason for technical stakeholder pushback?

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. Confident, happy, and proud employees are going to serve customers with pleasurable experiences ensuring that they return soon and make future purchases. It is essential to focus on employee satisfaction. . Employees seek appreciation and motivation from the organization.

The strategic role of IT in designing employee experiences


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. Find out more about employee experience for IT.

2021 26

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. Video provides a platform to engage, train, and communicate effectively […]. age of the customer employee experience enterprise video EX Nick Barber sam stern tech video

7 Statistics that Show the High Cost of Siloed Communications

Tricia Morris

In two new research notes, industry analysts warn about the negative impact disparate communication and collaboration tools are having on not just the employee experience – but the customer experience, as well. Blog Customer Engagement Employee Engagement

Employee experience expectations likely to accelerate post COVID-19


Organizational disruptions and change always create uncertainty among employees, managers, and senior leaders alike. In response, organizations are making rapid, widespread changes that are dramatically changing the employee experience (EX). Measure employee expectations.

Close The Gap Between Brand, Customer and Employee Experiences

Forrester's Customer Insights

Customer experience (CX) has become the number one business priority for marketers. CMOs are fully aware of the importance of customer data to personalise experiences. The employee data tsunami is […]. Age of the Customer B2C Marketing Brand and Communications CMO Trends customer experience customer experience management employee experience Europe Brand Experience brand values customer and employee experience CX EMEA forum values-based consumers

2019 24

Another Round of CX Happy Hour: 3 Employee Experience Tips for 2021

Think Customers

Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s Next: Most Standout Trends in Employee Experience for 2021. A memorable customer experience starts with employees who feel valued.

2021 52

How to Use Slack to Gauge #WFH Employee Experience


Working from home is a big, sudden adjustment for your employees. They are learning how to use new technology platforms like Zoom and Slack–communication tools that remote workers have been using for years. That’s where an employee pulse survey can be helpful.

10 ways to improve employee experience at your company


Companies today can’t get by with just offering basic benefits like PTO and health insurance, they must go above and beyond and provide employees with an exemplary experience in the workplace. The employee experience is the sum of all the interactions your employees have with your company. It involves the culture, benefits, physical work environment, and tool’s you provide for employee success, and it can be linked to revenue. Invest in employee wellness.

Adjusting your Employee Experience (EX) program in times of crisis


So how can HR and employee experience (EX) leaders help their organizations appropriately manage employeesexperiences during these trying times? Major organizational disruptions can have a dramatic impact on employee survey responses and scores.

2020 Changed the employee experience forever – These trends will matter in 2021


The learning curve brought on by 2020 was both steep and unpredictable — and the imprint it’s left on the employee experience will have an irreversible effect on the workplace for years to come. In 2020 employee engagement actually increased. Originally published on

2020 26

7 employee retention strategies from employee experience visionaries


And, the companies that get that have the best products, best services and best customer experiences in the world. Director of Organization Development at Rogers Communications Geoff Ho, PhD, calls HR “is the secret sauce for innovation”. If employees are your source of innovation, it’s important to retain them. However, employee turnover is in many industries is high and costly in time, money, and resources. See how Qualtrics EmployeeXM can help you retain employees.

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. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience. Oddly enough, as I started thinking about what impacts the employee experience, the factors I came up with all started with the letter E.

Professional Communication Soft Skills are more than Talk

One Millimeter Mindset

Today, make a list of your professional communication soft skills. If you Google “soft skills”, you arrive at 5-7 skill sets for which communication is deemed of utmost importance. These skills include: leadership, communication, ethics, flexibility, problem-solving, teamwork and interpersonal skills. What additional skills would you add to this list, based on your professional experiences? Or, whether you think you are not the primary person communicating.

Why Professional Communication is impeded by Your Biases

One Millimeter Mindset

All of us have professional communication habits. When professional bias and baggage influences our professional communication, everyone is impacted. Leaving these biases unaddressed creates lousy employee experience. Connecting these dots, when employees feel disenfranchised from one another, their experience and success suffer. Ultimately, customer experience reflects this scenario as customer success and customer retention also are impacted.

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. The key to creating a delightful customer experience lies not in the quality of the product, or your pricing strategy, or your marketing campaigns. And the people who do that are your employees. But how do you go about improving employee engagement?

2016 45

3 Ways Client Feedback catalyzes improved Team Communication

One Millimeter Mindset

Let’s explore three ways you and your team can become proactive by collecting client feedback to improve team communication. The first way client feedback catalyzes improved team communication is by continuously communicating with the customer! The second way client feedback catalyzes team communication is by expanding who is on your team. Plus, your expanded team starts to comprehend how their actions and outcomes impact other stakeholder experiences.

2019’s top employee experience and HR conferences in Europe


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. Elaine Robertson, Employee Insights Manager // Centrica. Who should go: Any interested in how technology is transforming the worlds of market research, customer experience and HR.

2019 20

How to communicate effectively to employees during a crisis


Communication is vital to not only those working remotely , but also managers, people team leaders, and the c-suite. Organizations should survey employees now; however, the content and tone of surveys should be adapted to reflect the current environment.