Beyond Philosophy

MARCH 18, 2023

However, one fad that will never go out of style is treating your employees as the valuable resource they are. So, to answer our own question, Employee Experience is not just a fad and is definitely the future of a successful organization. He wanted to know how to build an excellent Employee Experience.

Employee Experience 88

Employee Experience Definition Reference Leadership 88

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1].

Employee Experience 105

Employee Experience Net Promoter Score Leadership Culture 105

Customer Bliss

JUNE 28, 2018

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.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience 2021 Management Culture 59

SurveySparrow

DECEMBER 9, 2020

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. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Net Promoter Score Culture Technology 52

InMoment XI

MARCH 4, 2022

Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line. Once a targeted survey has collected the desired data, a top-notch Experience Improvement platform mines that data using advanced analytics to uncover actionable insights.

Customer Experience 556

Customer Experience Touchpoint Employee Experience Customers 556

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Employee Experience Trickles Down to Customers. Help the C-Suite Help Employees.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Qualtrics

JUNE 18, 2021

Before COVID-19 and the shift towards hybrid working, organizations were already competing for talent based on employee experience. Employee experience is now headline news and while the growing consensus from all stakeholders is encouraging, it puts leaders that own employee experience (EX) in the spotlight.

Employee Experience 49

Employee Experience Interaction Measurement 2021 49

InMoment XI

DECEMBER 19, 2022

InMoment’s Active Listening Studio is a one of a kind listening suite that gives survey builders the control to gather feedback at every touchpoint, allowing customers to tell you what matters most to them without bombarding them with survey after survey.

Touchpoint 493

Touchpoint Feedback Workshop Customer Journey 493

Qualtrics

MAY 23, 2019

As more and more organizations look to Experience Management (XM) to grow their organizations, the c-suite is evolving to put ‘experiences’ front and centre and make sure XM gets visibility and support at the highest levels. Here’s the key job roles at the heart of the X-Suite: Chief Experience Officer (CXO).

Management 39

Management Chief Customer Officer Advertising Webinar 39

BlueOcean

OCTOBER 4, 2022

If the future of customer experience is on your mind, read on for a few more bite-sized perspectives. 4x Growth with Better Employee Experience. Anne Bibb, founder and CEO of Remote Evolution , says the companies who invest in the employee experience realize growth four times faster than those that don’t.

Entertainment 156

Entertainment Employee Experience 2023 Contact Center 156

Qualtrics

DECEMBER 3, 2020

IT has long been a key component of employee experience. Since the pandemic, it’s taken center stage with IT executives driving job enablement and productivity through world-class technology experiences that keep employees motivated and engaged. And in the blink of an eye, the IT experience became the employee experience.

Employee Experience 26

Employee Experience Download Technology Feedback 26

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. Find out more about employee experience for IT. Here's how. Make it a good one.

Employee Experience 26

Employee Experience Return on Investment Download Technology 26

InMoment XI

FEBRUARY 15, 2022

Additionally, with grocery stores continuing to capitalize on self-checkout experiences and innovations like Amazon Go’s Just Walk Out technology , more customers are expecting the retail industry to follow suit. Blended Experience #3: Virtual Try-On. The In-Store Experience of the Future.

Retail 260

Retail Consumers Social Media 2022 260

Customer Bliss

JULY 13, 2018

The first year as a CCO or CX change agent is a priority year when it comes to understanding your role within the organization, the work that was previously done to manage CX (if any was done at all), and the overall employee experience. Understand the Pain Points of your Customers, Employees, and C-Suite.

Telecommunications 141

Telecommunications Chief Customer Officer Presentation NPS 141

ClearAction

JUNE 25, 2023

Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? It’s a CXM system connected with business results.

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

Qualtrics

AUGUST 6, 2019

If you ever need an example of how employee experience (EX) is changing the way businesses operate, then look no further than your office space. I’m sure just a handful of years ago employees would have had their own individual permanent desk with a wired-phone, and they were expected to come into the office everyday between set hours.

Employee Experience 33

Employee Experience Download Events Engagement 33

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience E Commerce Travel 197

Playvox

MARCH 29, 2022

WEM suites are an evolutionary shift — beyond workforce optimization — brought about by the need to take customer service operations to the next level by placing the agent experience at the center. A WEM suite includes the core modules of Quality Management (QM), and Workforce Management (WFM). ENJOYING THIS ARTICLE?

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

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

SurveySensum

APRIL 9, 2024

The higher the employee engagement, the better will be your customer experience and the greater will be the number of happy customers! Now, what is the first step to boost employee experience ? In short, to build a strong employee experience, you need to look at your employee’s journey in your company.

Employee Experience 52

Employee Experience Demo Reference Feedback 52

Qualtrics

SEPTEMBER 10, 2021

Going forward, the technology experience will be synonymous with the employee experience – not only playing an important role when it comes to attracting new talent but also when it comes to retaining existing talent. Inclusion, no matter where employees are. A work experience that suits employee lifestyle.

Employee Experience 26

Employee Experience Technology Download Feedback 26

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond).

2022 286

2022 Customer Experience Chief Customer Officer Books 286

Experience Investigators by 360Connext

FEBRUARY 1, 2022

We recommend starting with a Customer Experience Mission Statement and building a Customer Experience Success Statement. Both can be used to gain commitment from the C-Suite and can be leveraged as a way to communicate progress in an ongoing way. Better customer experience creates a cycle for better employee experiences.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

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. Quotes: “Have a mindset of change. “If

Technology 96

Technology 2019 ROI Employee Experience 96

ShepHyken

AUGUST 21, 2020

It will require continuous onboarding and ongoing training, as well as good communication of the vision with customers, partners and employees, so that people align, collaborate and evolve together. Revise culture starting with the C-Suite. Nothing is static, thankfully.

Customer Experience 246

Customer Experience Culture Government Innovation 246

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Article 62

Article 2023 Customer Service Retail 62

Customer Bliss

AUGUST 23, 2018

He did this through conducting meetings with employees and via the company’s internal messaging systems. Prove to the C-Suite that you’re a partner. He created two separate groups to analyze the different aspects of the customer experience. Establish employee guidelines.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

ShepHyken

JULY 3, 2023

Use the data and feedback to improve the experience. Ricardo wrote a must-read article on why brands should simplify customer and employee experiences. Plus, Shep and Ricardo share how much money companies leave on the table by making experiences too complicated for their customers.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

Customer Bliss

NOVEMBER 29, 2016

Make sure the CCO has a seat at the C-Suite table. Report out findings to the C-Suite by identifying opportunities and challenges and show them a plan to improve them. Employee improvement and employee experience. Get a seat at the C-Suite table. Create a roadmap with simple initial wins. Communication.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

2023 120

2023 Customer Experience E-support Customers 120

Customer Bliss

SEPTEMBER 5, 2019

It was important for Craig and his C-Suite team to determine how these facets of the museum intersect and how they can better serve the community. There was a need to be experience-focused rather than product-focused. Think About the Long-Term Vision. And that’s not really the case.

Culture 131

Culture Chief Customer Officer Leadership Presentation 131

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Qualtrics

APRIL 11, 2019

The idea of developing and driving a multi-channel employee experience program, handling analytics and strategy, and acting on the feedback your receive in a timely way sounds daunting to say the least. The post 5 essentials to get right when scaling your employee experience program appeared first on Qualtrics.

Employee Experience 24

Employee Experience Multi-Channel Feedback Culture 24

BlueOcean

OCTOBER 8, 2021

Prior to the arrival of dedicated customer experience professionals in the C-suite, customer experience issues tended to fall at the feet of the marketing department, or worse, get put on the backburner. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago.

2021 177

2021 Customer Experience Contact Center Government 177

Gold Research

FEBRUARY 12, 2020

For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about in every company across the globe.

Customer Insights 72

Customer Insights Insights Employee Experience Customers 72