ECXO

JUNE 20, 2023

Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. It’s the foundation of a differentiated customer experience and employee experience.

B2B 367

B2B Brands Innovation Government 367

Topdown

JUNE 1, 2017

We'll be exhibiting June 4-7 at the IASA 2017 Annual Educational Conference and Business Show in Orlando, Florida. Our focus will be on how INTOUCH ® , our new cloud-based Customer Communication Management (CCM) solution, improves both the customer experience and the employee experience in the insurance industry.

Insurance 63

Insurance Conference Employee Experience Communication 63

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. Worse, this imbalance is directly impacting the one thing every company should care about: customer experience (CX).

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

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 Employee Engagement Survey Customer Journeys 59

NICE inContact

JUNE 28, 2017

Forrester Research, one of the most influential research and advisory firms in the world, reports regularly on digital customer experience trends. So what trends will have an impact in 2017? In addition, technology is being used to also improve employee experience which in turn impacts customer experience.

Report 120

Report Customer Experience Self Service Trends 120

ECXO

MARCH 6, 2025

Successful service design initiatives have been shown to bridge organizational silos and even improve employee experience (EX) alongside CX, because employees appreciate the clarity and purpose that comes with well-designed workflows. April 28, 2017). June 21, 2022). McKinsey Insights. McKinsey Insights. June 28, 2022).

B2B 339

B2B Customer Journeys How To Effort Score 339

Lumoa

JUNE 23, 2021

Improved employee experience The better the employee experience , the better the customer experience. For example, Help Scout and Slack have both completed employee diversity surveys and then compared their results to the US average. at the highest to 5.5%

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

Clicktools

JANUARY 6, 2017

We’ve reached the end of the first week of 2017, which means it’s time to look into my magic ball and see the future. What does this year have in store in the world of feedback, customer service, and customer experience? Here are five topics likely to headline 2017. 2017 will truly be a mobile-first year.

Tips 58

Tips Customer Journeys Multi-Channel Gamification 58

NICE inContact

SEPTEMBER 27, 2017

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 121

Contact Center Technology Roadmap Chatbots 121

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 147

Trends Customer Experience Wireless Entertainment 147

NICE inContact

SEPTEMBER 27, 2017

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 120

Contact Center Technology Roadmap Chatbots 120

ECXO

APRIL 1, 2021

Customer experience Although there are many explanations of the customer experience, I believe that the CX Academy definition does it justice “the customer experience is how a customer feels due to every interaction they have with a company”. Want to see more articles like this? Join ECXO today. Become a member today.

Strategy 296

Strategy Exercises Study Customer Expectations 296

Maz Iqbal

OCTOBER 20, 2017

A mere eight conversations so far in 2017. Before we continue, allow me … Continue reading "Is The Customer and/or Employee Experience Your Priority?". You may have noticed that my speaking here at The Customer & Leadership Blog has been sparse since 2016. Why the change?

Employee Experience 54

Employee Experience Customer Experience Leadership Customers 54

Kayako

APRIL 29, 2019

He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. 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.

Customer Service 209

Customer Service Guidelines Employee Engagement Customer Journeys 209

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Case Study 152

Case Study Airlines Conference Wait Times 152

Vonage

OCTOBER 2, 2017

Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience. Address any factors that are having a negative impact on employee morale. Paul's Hotel. Find out more and register now.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

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. With this new cadence in place, Darin and his team have also been able to focus on improving employee experience. ” About Darin Byrne.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Vonage

SEPTEMBER 15, 2017

Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience. Address any factors that are having a negative impact on employee morale. Paul’s Hotel. Find out more and register now.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

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

Confirmit

NOVEMBER 28, 2017

This Forrester Research report outlines the role that CX professionals can play in developing exceptional employee experiences in the context of their in-flight CX programs and how to raise it as a priority. Voice of the Customer Voice of the Employee Analyst Insight.

Employee Experience 45

Employee Experience Customer Experience Customer Voice Report 45

Customer Bliss

JANUARY 30, 2018

We must never forget that the employee experience is just as important as the customer experience. Employees need to be champions for their companies, contributing to its overall reputation and hopefully, positive experience for customers. Ingvar also stated the following in his Testament: .

Employee Experience 143

Employee Experience Customer Experience Consumers Company 143

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. 20:20 Customer Experience Summit. When: July 4 to 5, 2017. Interactive Customer Experience (ICX) Summit.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

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

Storyminers

FEBRUARY 20, 2017

This interview was conducted by John Mattone and first appeared February 7, 2017 on JohnMattone.com. Mike Wittenstein advises leaders on how changes to their customer experiences can positively transform their brand narratives and their bottom lines. We seek out conversations with real customers, too.

Brands 190

Brands Innovation Connections Customer Experience 190

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. That’s why we launched our customer awards program in 2017: to recognize high-achieving companies using Calabrio ONE to drive innovation in the contact center and beyond.

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 100

Trends Customer Experience Wireless Entertainment 100

Beyond Philosophy

AUGUST 2, 2017

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. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

Storyminers

FEBRUARY 20, 2017

This interview was conducted by John Mattone and first appeared February 7, 2017 on JohnMattone.com. Mike Wittenstein advises leaders on how changes to their customer experiences can positively transform their brand narratives and their bottom lines. We seek out conversations with real customers, too.

Brands 170

Brands Innovation Connections Customer Experience 170

Beyond Philosophy

MAY 3, 2018

While CEOs have said they are concerned about Customer Experience, it does not play out in the mergers that reduce competition and combine market share. The bigger they get, the less concerned they are with building customer-centered experiences and empowered employee experiences. 16 January 2017. 1 November 2017.

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

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. I originally wrote today's post for HappyOrNot.

Engagement 130

Engagement Employee Engagement Feedback Employee Experience 130

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

Beyond Philosophy

DECEMBER 5, 2017

Moreover, the employers appear to do nothing to relieve their employees. The new study shows that improving the employee experience for call center employees is up to the champions of Customer Experience. 13 November 2017. 21 November 2017. <

Call Center 111

Call Center Contact Center Training Study 111

ijgolding

DECEMBER 1, 2017

It is an exploration of companies who excel at delivering amazing employee experiences. My book will be published early in 2018 – I will be revealing the name of the book before Christmas 2017, so look out for it! I therefore decided to write about it. Tell me more about it. The book is called ‘Put Your Customers Second’.

Insurance 148

Insurance Customer Centricity Customers Travel 148

Strativity

FEBRUARY 14, 2017

Global customer experience design and transformation firm focus on customers yields exceptional results. Hackensack, New Jersey, February 14, 2017 – Strativity Group, Inc., the world’s leading customer experience consultancy, proudly announced today that the firm was named to Consulting Magazine’s 2017 Seven Small Jewels ranking.

Consulting 40

Consulting Groups Customer Experience Design Measurement 40

Inbenta

DECEMBER 28, 2024

We need to go back about seven years to 2017. So back then, in 2017, our goal was to create a tool that would enable us to build customer awareness of our digital channels. Explore Inbentas suite of AI-powered customer and employee experience products. At that time, our digital channels were just beginning to emerge.

Multi-Channel 52

Multi-Channel Banking Net Promoter Score Case Study 52

Customer Bliss

JUNE 28, 2018

Not only did airlines register improvements in 2017, they’ve done so for the six years before that. Are you focusing on customer experience? Alaska and Southwest Airlines exhibit both a commitment to service and to their employees: they have embedded strong customer service in the company’s DNA, like other companies.

Airlines 135

Airlines Industry Competitive Advantage Travel 135