CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Webinar 52

Webinar Technology Customer Service Magazine 52

CSM Magazine

MARCH 2, 2022

And how are you working with other departments to deliver the best possible customer experience? How is your organisation transforming employee experience, and how is this positively impacting your service experiences? How important a role does data play in providing world-class customer service & experience?

Customer Experience 52

Customer Experience Magazine 2022 Customer Centricity 52

ShepHyken

DECEMBER 3, 2023

Why Your Company Needs a Comprehensive Employee and Customer Experience Plan by Kent Lewis (Inc. Magazine) The EX/CX Evangelist would develop and manage an integrated plan to ensure employees are encouraged and empowered to execute a first-class mindset, resulting in extraordinary customer experiences.

Article 61

Article Customer Service 2023 Loyalty Programs 61

Natalie Petouhof

AUGUST 31, 2022

Listening from the other person’s point of view and putting yourself in the shoes of your customers and employees is the key to better human connection and success. Natalie is a Senior Customer Experience Strategist and Business Consultant at Genesys®. We just need to understand what we are optimizing for and why.

Magazine 52

Magazine Entertainment Consulting Customer Centricity 52

customer sure

JANUARY 10, 2024

This is an interesting, much-debated topic that our CEO, Guy Letts, shared his views on with 360 Magazine recently. Ignoring Employee Experience An organisation’s customer experience is closely linked to the experience its employees have.

Customer Experience 62

Customer Experience Net Promoter Score Social Media Omnichannel 62

ShepHyken

NOVEMBER 29, 2021

Increase Employee Retention With These 4 Tips by David Finkel. Magazine) Employee turnover is always a stressful situation. For many businesses it can take months or even years to recover from losing a key team member, especially if you struggle with hiring and onboarding employees. Take care of employees and they stay.

2021 86

2021 Article Customer Service Retail 86

Qualtrics

JUNE 17, 2020

We know it instinctively, but the facts back it up: the employee experience (EX) is bettered by inclusion and diversity. She’sthe co-founder of Delivering Happiness, an organization focused on helping companies improve their culture to improve employee experience. Janet Ikpa. Fields Jackson.

Magazine 61

Magazine Culture Leadership Employee Experience 61

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Magazine 52

Magazine Employee Experience Leadership Books 52

ShepHyken

APRIL 10, 2023

Engaged Employees Create Better Customer Experiences by Denise Lee Yohn (Harvard Business Review) It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two. Here’s what they said.

Article 12

Article Customer Service Magazine 2023 12

Experience Investigators by 360Connext

OCTOBER 13, 2020

The foundation of customer experience success includes proactive steps like creating a Customer Experience Mission , defining your Customer Experience Success Statement , and following best practices around customer experience governance. There are a lot of things to think about when it comes to customer experience.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

CX Journey

APRIL 11, 2018

Beyond Nice," , which you can find in Conscious Company Magazine's Spring 2018 issue - or just click the article name to download the PDF. Imagine the employee experience if that was the case, if leaders cared about employees, their families, and their well-being! The article? Would we view those people as successful?

2012 67

2012 Leadership Magazine Culture 67

Russel Lolacher

MARCH 20, 2023

Her thoughts and work have been featured in Huffington Post, New York Magazine, Buzzfeed and O – The Oprah Magazine. What’s your best or worst employee experience, Lauren? This is not pretty much the example you gave of a bad employee experience. Her motto: Let’s make work less shitty for each other.

Culture 98

Culture Magazine Employee Experience Engagement 98

Talkdesk

SEPTEMBER 22, 2015

Why Encouraging Your Customers to Complain Will Improve Your Customer Experience. Adrian Swinscoe wrote a post this week for Forbes magazine detailing the reasons why companies should request feedback, even negative, from customers. 5 Reasons Great Employee Experience Leads to Great Customer Experience.

Tourism 64

Tourism Magazine Call Center Poor Customer Service 64

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For the employee experience, tool selection for the modern world of work is equally important.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

ShepHyken

JULY 25, 2022

They also need to think about employees. A good employee experience (EX) supports and enhances customer experience (CX) in many ways. My Comment: If you want a good customer experience (CX), the company needs to create a good employee experience (EX). Quite a bit.

Article 14

Article 2022 Customer Service Magazine 14

PeopleMetrics

JUNE 16, 2015

The majority of participants (82%) believe that their companies do a good job of recognizing employees for all that they do in service of the customer experience. 7 in 10 say that the company shares customer feedback with employees. Image Credits: Ascent Magazine Atos. What The Numbers Imply. Atos , CC BY-SA 2.0.

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

ShepHyken

APRIL 16, 2023

How to Incentivize Customer Loyalty in 2023 by BOSS Editorial (BOSS Magazine) Despite having an abundance of options, customers still generally prefer to give their money to the same handful of brands. Employee Experience (EX) is the foundation of this, so we asked our Consultants Panel what it takes to get EX right.

Article 10

Article 2023 Customer Service Magazine 10

CSM Magazine

MARCH 18, 2024

And with advancements in AI, automation, and other emerging technologies, organisations have the tools at their disposal to make a positive impact on the employee experience, facilitating work environments that cater to everyone’s unique preferences and empowering teams to thrive.

Culture 52

Culture Employee Experience Innovation Measurement 52

CSM Magazine

APRIL 20, 2023

Startek integrated Zenarate into its Startek Agent AI to enhance employee experience and deliver a superior customer experience. Integrating Zenarate, Startek Agent AI is a modular platform combining three AI-powered solutions designed to enhance employee experience (EX) and deliver a superior customer experience (CX).

E Commerce 59

E Commerce Telecommunications Contact Center E-support 59

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. He once stated in CEO Magazine that “Millions of people come to our community for advice and tutorials. That couldn’t happen without impeccable leadership. And that is something worth celebrating!

2022 52

2022 Chief Customer Officer Innovation Connections 52

CSM Magazine

NOVEMBER 4, 2022

To adapt and excel, companies must now think beyond specific customer interactions and engagements, toward an experience that meets customer needs and expectations holistically. We all must envision the Total Experience (TX). Evaluate your current business architecture/operating model with brutal honesty.

Touchpoint 52

Touchpoint 2024 2013 Employee Experience 52

CSM Magazine

DECEMBER 12, 2023

“Leveraging cloud and integration to enhance customer and employee experiences has delivered measurable ROI for ENGIE through greater efficiency and customer retention. And to deliver a project of this size two months ahead of schedule is exceptionally pleasing and yet further proof of our capabilities.”

Omnichannel 52

Omnichannel ROI Customer Retention Customer Satisfaction 52

West Monroe

JANUARY 30, 2019

In the words of Peter Drucker , dubbed ‘the man who invented management’ by BusinessWeek magazine, “If you can’t measure it, you can’t manage it.” The KPIs should include metrics around customer experience, employee experience, and operational efficiency, as well as business outcomes.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

CSM Magazine

FEBRUARY 3, 2022

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. Above all, remember that addressing complexity is a continual process that needs to be refined as customer, employee and business needs change. 5 ways to banish complexity. About the Author.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Journey Employee Experience 52

CSM Magazine

APRIL 14, 2021

Customers receive a consistent response and high level of service whichever channel they select, and employees have the opportunity to become multi-skilled by working in different environments. Investing in the right tools is an important part of improving both the customer journey, and the employee experience.

Multi-Channel 52

Multi-Channel Telecommunications Touchpoint Retail 52

Customer Guru

AUGUST 21, 2018

Learning his way through experience, Michel is a renowned customer and employee experience keynote speaker. Michel’s energy is infectious and his views on customer experience an eye opener. He has worked with and coached senior managers at leading brands in North America.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

CSM Magazine

JANUARY 11, 2023

.” From on-site operations, digital, the contact center, human resources, sales & marketing, product development to market research, Medallia’s award-winning platform can meet the unique needs of every department, while also bringing them all together to drive transformational change through customer and employee experience.

Customer Experience 52

Customer Experience Contact Center Touchpoint Customer Care 52

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience.

Customer Centricity 52

Customer Centricity Webinar Culture 2021 52

CSM Magazine

MARCH 28, 2024

Genesys and Thrive partner to support call center agent well-being, aiming to help organizations transform their relationship with employees and improve the employee experience. Sabio’s Wellbeing Companion is designed to illuminate, implement, and monitor wellbeing strategies within organisations.

Contact Center 52

Contact Center Call Center Workshop Culture 52

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

Kerry Bodine

JULY 31, 2018

There’s also a lot of work that CX professionals do to improve the employee experience and corporate culture. For anyone wanting more info on the differences between UX and CX, you can check out these articles I for UX Magazine. For those reasons, I stand proudly behind my latest Venn diagram.

Webinar 48

Webinar Customer Journey Mapping 2013 2012 48

SurveySparrow

NOVEMBER 1, 2021

CIO Magazine, and Entrepreneur. On the achievement side, Jacob is the founder of Future of Work University where he primarily focuses on employee experience and its massive role in a business’ success. She worked as an HR professional for 14 years before taking the plunge to be an entrepreneur.

Social Media 98

Social Media Seminar 2021 Blog 98

CSM Magazine

AUGUST 15, 2022

It promotes the benefits of active learning and improves both customer and employee experiences. Simulation Training is a great way to integrate the practical and scalable benefits of active learning role-play for customer service agents without the awkwardness and inefficiency of role-playing with another human being.

Customer Service 93

Customer Service Contact Center 2022 ROI 93

CSM Magazine

SEPTEMBER 8, 2023

For the CX industry, this is fantastic news as it focusses on the convergence of contact centre and customer service technologies bringing together “data, agents, bots and communication channels” for smarter end-to-end customer and employee experiences.

White Paper 52

White Paper Leadership Multi-Channel 2021 52

CSM Magazine

FEBRUARY 9, 2022

2022 is filled with exciting opportunities to drive significant change to your organization’s customer experience – everything from building long-lasting customer relationships to cultivating happier employee experiences.

Customer Service Strategies 52

Customer Service Strategies 2022 Webinar Customer Service 52

CSM Magazine

MAY 12, 2023

Tony Smith, contact centre and employee experience expert, IR Contact centres must provide exceptional customer experience (CX) – and technology, such as AI and chatbots, is playing a key role in transforming that experience. About the Author Tony Smith is contact centre and employee experience expert at IR.

Employee Experience 52

Employee Experience Customer Experience Customer Journey Interaction 52

Doing CX Right

MARCH 28, 2021

Read what Stacy Sherman has to say in 360 magazine. Women in CX name their role models and leadership qualities to achieve career success. The post Women in CX Share Leadership Qualities To Achieve Career Success appeared first on Doing CX Right.

Leadership 52

Leadership Magazine Events Employee Experience 52