Alida

JUNE 1, 2017

Launch and Lifestyle Marketing Manager Eric Angeloro will share customer engagement best practices to support the go-to-market strategy for the Cadillac CT6 PLUG-IN. Enhancing employee engagement represents a tremendous opportunity for auto manufacturers, retailers and finance companies, all of whom have direct contact with vehicle owners.

Automotive 157

Automotive Conference Retail Employee Engagement 157

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. B2B relationships often involve relatively smaller numbers of clients compared to B2C, but each client can be deeply engaged.

B2B 339

B2B Customer Journeys How To Effort Score 339

Michelli Experience

DECEMBER 28, 2016

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Infographics 214

Infographics Customer Experience Customers Employee Engagement 214

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. Employee happiness is a function of engagement and satisfaction.

Engagement 130

Engagement Employee Engagement Feedback Employee Experience 130

Experience Matters

DECEMBER 22, 2016

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes.

Culture 241

Culture Customer Experience Employee Engagement Customers 241

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. Engaged employees = #customerengagement.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”). How do they do it?

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

ImprintCX Articles

JANUARY 7, 2025

Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers of employee engagement and its costing them. Companies are mistaking improved experience for enhanced engagement without realizing that genuine engagement goes beyond material perks.

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

Lumoa

FEBRUARY 9, 2023

Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service. In the context of customer experience, customer engagement is an essential element in creating strong customer relationships and customer loyalty. ” – Shep Hyken.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Matters

AUGUST 29, 2017

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer.

Study 434

Study Loyalty Groups Consumers 434

SurveyGizmo

JUNE 19, 2018

What really is employee engagement? As the healthcare industry becomes increasingly competitive, it is imperative for healthcare organizations to invest in their patient, employee, and brand experiences. 

 Related: 3 Types of Employee Satisfaction Surveys That Will Benefit Your Business.

Employee Engagement 49

Employee Engagement Healthcare Engagement Data 49

CX Journey

JANUARY 9, 2018

I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience. In the meantime, here are some blogs I wrote in 2017 to get the thought processes flowing. Companies need to focus on these areas - for the sake of the employees, the customers, and the business.

Strategy 0

Strategy Culture Employee Experience Leadership 0

Experience Matters

FEBRUARY 8, 2018

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership.

Infographics 205

Infographics Leadership ROI Groups 205

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. Branson spent his career building organizations around this mantra, so it might be unrealistic to transform your employee experience overnight, but you can follow in his footsteps. Let employees be the change they want to see.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

ShepHyken

DECEMBER 15, 2017

Employee engagement is crucial for any organization striving to become more customer-centric. Presenting customer feedback to employees needs to be part of any effective management performance programme. Highly engaged, enabled and informed customer-centric employees are integral to the success of any CX programme.

Employee Engagement 122

Employee Engagement Customer Centricity Feedback Analytics 122

Andrew Mcfarland

SEPTEMBER 30, 2019

During a recent (Sept 2019) hotel stay, I noted the lobby plaques of previous employees of the month. Then I noted that the list stopped in July 2017. What message does this 2+ year gap send to current.

Employee Engagement 48

Employee Engagement Hotels Engagement 48

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I. Is it challenging?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Confirmit

JULY 10, 2017

Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement. ’s top 101 experts on Employee Engagement. This video and the rest of the series will no doubt help you and your team take your organization to the next level.

Employee Engagement 40

Employee Engagement Culture Video Engagement 40

Customer Bliss

JANUARY 25, 2019

These programs help keep the employees engaged and lets them know they’re making a difference. . Darin Byrne has been Vice President of Client Experience and Delivery at Wolters Kluwer since 2017, improving employee engagement and customer advocacy. What Do You Know Now That You Wish You Knew Then?

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Provide Support

APRIL 17, 2018

Each time when a young or already experienced specialist decides to apply for a job, they expect to be engaged at work, to love what they do, to have friendly and permanently smiling colleagues (such innocent fools!) © 2003 - 2017 Provide Support LLC. and what else? An empathetic boss. Take a look at what we’ve prepared! (.).

Employee Engagement 40

Employee Engagement Engagement Travel Customer Service 40

Provide Support

APRIL 17, 2018

Each time when a young or already experienced specialist decides to apply for a job, they expect to be engaged at work, to love what they do, to have friendly and permanently smiling colleagues (such innocent fools!) © 2003 - 2017 Provide Support LLC. and what else? An empathetic boss. Take a look at what we’ve prepared! (.).

Employee Engagement 40

Employee Engagement Engagement Travel Customer Service 40

Experience Investigators by 360Connext

JUNE 23, 2020

A study by Google in 2017 showed the company’s most important new ideas came from teams created of employees exhibiting a wide range of skills including: curiosity toward others’ ideas, empathy and emotional intelligence. 7 Ways to Turn Customer and Employee Empathy into Action. This holds true internally as well.

Exercises 214

Exercises Culture Employee Engagement Customers 214

ReviewTrackers

MAY 15, 2020

7: Organizations that prioritize employer brand are 130% more likely to see increases in employee engagement. 8: Employee experience is the second most important concern for US employers in 2017, rated as important or very important by 85 percent of executives. Online reviews and brand reputation matter to job seekers.

Brands 123

Brands Employee Engagement Financial Culture 123

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

Report 145

Report B2C B2B Groups 145

Experience Matters

DECEMBER 22, 2016

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes.

Culture 120

Culture Customer Experience Employee Engagement Customers 120

Michelli Experience

NOVEMBER 1, 2017

Adolpho’s Lessons for Employee and Customer Engagement. So as not to postpone the connection between Adolpho Kamisky and the engagement of your team members and customers any further, I was moved by a statement made by Sarah Kamisky concerning the impact of the actions taken by her father and other members of the French resistance.

Customer Experience 173

Customer Experience Hotels Consulting Travel 173

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. Vodafone – Visual engagement. And by how much? in per-customer incremental revenue. Power’s 2018 U.S. Business Wireline Satisfaction awards.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Comm100

MARCH 27, 2023

By allowing a chatbot to handle the most time consuming and unrewarding work, agents can focus their time on more engaging questions and tasks. This in turn helps schools improve employee engagement and even reduce agent turnover. Task bots can resolve queries by guiding the visitor through a series of questions and answers.

Chatbots 228

Chatbots Multi-Channel Knowledge Base Wait Times 228

Confirmit

OCTOBER 16, 2017

Deloitte's 2017 Global Human Capital Trends research revealed that one of the tenets of building an organization ready for the future is intentionally designing it for speed, agility and adaptability. Potential implications of this new approach on how organization assess employee engagement and act upon it.

Employee Engagement 40

Employee Engagement Engagement Insurance Financial 40

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Alida

AUGUST 30, 2017

On the first day of the Summit, join members of our customer success team to learn new recruitment tactics to get more highly engaged people in your insight community. To that end, we have several sessions that will help you increase the effectiveness of your insight community. Hear about the incredible new innovations you can leverage soon.

ROI 100

ROI Innovation Effort Score Customer relationships 100

Beyond Philosophy

AUGUST 2, 2017

But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. The Difference Between Satisfied Employees and Employee Ambassadors.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

Beyond Philosophy

AUGUST 9, 2017

On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience. And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about?

Banking 0

Banking Retail Insurance Loyalty 0

Customer Bliss

AUGUST 17, 2017

Here’s why: Employees need to be viewed as internal customers/stakeholders: This will get you more ideas, approaches, and innovations. Valuing employees simply for deliverable work just gets you drones. I don’t see many successful 2017 companies built on drones. Make your own Amazon joke here.).

Airlines 191

Airlines Culture Innovation Interaction 191