Chadwick Martin Bailey

FEBRUARY 7, 2019

Over the past few months, we’ve explored the impact of social psychology on employee engagement and how emotions can affect the employee experience. These findings were part of an in-depth research study conducted by ITA Group and CMB , a full-service custom market research firm. LIVE WEBINAR.

Webinar 75

Webinar Engagement Presentation Employee Experience 75

SurveySparrow

NOVEMBER 21, 2020

A report from Achievers stated that only 19% of employees feel engaged in their organizations. So, here, we’ve we’ve given you five employee experience examples to show you how big companies are investing time in their employees. A poor employee experience can ripple your business for a lifetime.

Employee Experience 59

Employee Experience 2013 Feedback Engagement 59

SurveySparrow

JANUARY 1, 2021

The answer is simple: A wholesome Employee experience is an input for increased employee engagement at every stage of the employee lifecycle. Employee Experience is an employee’s perception of his journey with the company, right from the onboarding process to the final exit interview.

Employee Experience 52

Employee Experience Net Promoter Score Culture Feedback 52

InMoment XI

MARCH 2, 2022

The challenges for many organizations, though, is that they have either minimally addressed or completely missed the impact of enterprise culture on the level of employee connectedness, contribution, and commitment. Why Can’t Traditional Employee Engagement Research Target Company Culture For Improvement?

Culture 260

Culture Connections Leadership Consulting 260

InMoment XI

DECEMBER 16, 2021

Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction. In looking at the progression from satisfaction to engagement to advocacy, we have examined research conducted over the past three decades.

Communication 260

Communication Culture Definition Employee Experience 260

InMoment XI

FEBRUARY 8, 2024

The goal is to enhance the customer experience, streamline operations, and achieve cost savings. What Are the Benefits of Contact Center Optimization? An optimized contact center offers numerous benefits for organizations aiming to enhance their customer service operations and overall business performance.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

InMoment XI

OCTOBER 18, 2022

For brands, this has become an employee experience (EX) challenge that is formidable, but not insurmountable. Steep discounts can benefit customers, of course, but on this scale they leave a brand’s bottom line weakened. Challenge #3: Off-Price/Discounts. Challenge #4: Shrinkflation.

Brands 529

Brands Transportation Events Article 529

SurveySparrow

DECEMBER 5, 2020

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? Happier Employees Make Happier Customers.

Employee Experience 52

Employee Experience Culture Communication Engagement 52

ShepHyken

MARCH 18, 2024

New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships — and influence buying behaviors.

2024 81

2024 Article Customer Service Government 81

ShepHyken

SEPTEMBER 29, 2023

The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance. The Interplay of Employee Engagement and Customer Experience It’s important to identify the difference between customer experience and employee engagement.

Engagement 138

Engagement Employee Experience 2009 Loyalty 138

inmoment

SEPTEMBER 3, 2019

Over the past decade it’s become clear that customer experience (CX) and employee experience (EX) are tightly intertwined. 5 Employee Experience Metrics Your Company Should Be Measuring. Established behavior science research offers guidance on how to measure EX. Value for the customer.

Employee Experience 40

Employee Experience Measurement Customer Experience Net Promoter Score 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. These employees took a stand because of the failure of leadership.

2009 52

2009 White Paper 2024 Financial 52

Qualtrics

FEBRUARY 25, 2020

The concept of employee experience (EX) has evolved from a focus on “satisfaction” to a holistic view across the collection of interactions and experiences that an employee has with an organization and their impact on an employee’s daily life. From HR-driven programs to employee-engaging leaders. Learn More.

Employee Experience 34

Employee Experience Culture Engagement Technology 34

Experience Investigators by 360Connext

APRIL 23, 2024

The Financial Impact of Customer Experience There are significant financial implications from investing in customer experience. Research indicates that improved CX leads to increased customer loyalty, with customers who have positive experiences being seven times more likely to remain with a brand.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

MARCH 28, 2022

Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. But who claims credit for these successes? Enough said!

Article 65

Article 2022 Loyalty Programs Customer Service 65

Playvox

FEBRUARY 27, 2024

Workforce engagement positively or negatively impacts profitability, revenue, customer experience, employee turnover, and much more. WEM Solutions with AI for the Win Customers are willing to pay higher prices for good experiences , and agents are a critical part of customer experience delivery.

Engagement 73

Engagement Contact Center Culture Metrics 73

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 2020 Leadership Events 29

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. How Standard Chartered benefits from ‘5 voices’. drive outcomes. “The

Financial 26

Financial Employee Experience Insurance Banking 26

Team Support

MAY 31, 2023

Benefits of Using Chatbots in Your Customer Support Strategy A well designed chatbot can improve the customer experience at a lower cost than interacting with a live agent. Chatbots are not only a benefit for customers, but they’re a great support for the customer agents you already have on staff. Where are you located?

Customer Service 98

Customer Service 2027 Competitive Advantage Customer Service Strategies 98

SurveySensum

FEBRUARY 27, 2024

So, with this blog, we will dive deep into strategies, best practices, and insights aimed at creating a thriving and fulfilling work environment for employees and boosting employee experience at all levels. That’s the magic of employee satisfaction. Job satisfaction is linked to overall well-being and mental health.

Metrics 52

Metrics Culture Demo Healthcare 52

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership! How can you inject these gratitude benefits into your customer experience strategy?

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

SurveySensum

MARCH 11, 2024

Research suggests that individuals working in positive environments are often more productive, with studies showing a direct relationship between happiness at work and a 13% rise in productivity. Both employees and the organization benefit from such an atmosphere.

Culture 52

Culture Feedback Demo Communication 52

Comm100

JANUARY 11, 2023

The benefits of AI in customer service are many, including more efficient and highly personalized support for customers, unmatched availability, and improvements to agent workflows and support volume. Best of all, bringing all these benefits to a customer service environment comes with significant return on investment.

2023 85

2023 Customer Service Healthcare Return on Investment 85

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. This is a major responsibility with a company that has 13 million customers and about 3,000 employees.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

CSM Magazine

AUGUST 15, 2022

A 2022 research report published by Forrester states, “Service delivered by human agents (not robots) is what drives positive customer outcomes. Benefits of Simulation Training. It promotes the benefits of active learning and improves both customer and employee experiences.

Customer Service 93

Customer Service Contact Center 2022 ROI 93

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. You must line up the external experience to the internal one.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

SmartKarrot

NOVEMBER 10, 2021

And one way to ensure that is by making your employees your brand ambassadors. In simple words, we call it employee experience. But we would go a step ahead and say your employees can play a vital role in making your customers feel valued and listened to. This is the crux of the employee experience concept.

Employee Experience 11

Employee Experience Customer Experience Culture Social Media 11

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. This is a major responsibility with a company that has 13 million customers and about 3,000 employees.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Consulting 100

Consulting Employee Experience Leadership Culture 100

ShepHyken

FEBRUARY 21, 2023

So, here are today’s 10 reasons why you should deliver an amazing customer service experience: Creating customer service builds trust, credibility and confidence. Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service.

Customer Experience 68

Customer Experience Customer Service Training Reference Loyalty 68

TechSee

AUGUST 26, 2020

Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. In fact, according to Gartner research, almost 90% of organizations now employ a Chief Experience Officer or equivalent. Companies have taken note. Empower independence.

Customer Journey 124

Customer Journey Omnichannel Effort Score Multi-Channel 124

COPC

JANUARY 15, 2024

Every part of the employee experience matters, yet new hire onboarding  is an especially critical period. This initial phase lays the foundation for a new employee’s lasting success, shaping their perception of the company and team. Inconsistency can cause frustration and lead them to leave the company. 

Contact Center 79

Contact Center Call Center 2023 Engagement 79

Stella Connect

NOVEMBER 16, 2021

It would be an understatement if I said that 2021 has been a challenging year when it comes to employees – remote work , returning to the office, finding jobs, changing jobs, finding employees, ghosting, turnover, wages, raises, the Great Resignation, and on and on. Let me start by defining employee experience.

2021 100

2021 Definition Culture Employee Experience 100

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. He shared his research and external knowledge from sources like CXPA (of which, I’m a co-founder), Forrester , Temkin Group , and others.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

CSM Magazine

MAY 17, 2021

Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres. . Our recent research shows that ‘seeing is believing’ when it comes to really appreciating the true value of the cloud.

Multi-Channel 96

Multi-Channel 2021 Download Communication 96

Lumoa

JUNE 23, 2021

What are the benefits of a diverse CX team? More diverse customer experience No matter what industry you operate in, your customers are likely to be a diverse mix of people with a mix of religion, race, social status, ableness, and other characteristics.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

SurveySparrow

APRIL 28, 2022

Well, one of these failures happened because of their poor market research. Yes, Coca-Cola’s highly ambitious product, C2, which was half regular and half diet coke, tanked badly as they didn’t ask the right questions to the right audience during market research. In this blog, we’ll cover: What is Market Research.

2022 52

2022 Marketing Customer Service Representative Advertising 52