CX University

DECEMBER 16, 2024

Leaders should openly discuss mistakes and failures to cultivate a culture of trust and safety. Google is a prime example of fostering a culture of open communication and innovation. This environment empowers employees to share ideas, take risks, and propose new concepts without fear of repercussions. There is no retribution.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

ShepHyken

OCTOBER 1, 2024

This is a celebration where every employee writes a personal compliment for a colleague, fostering a culture of appreciation and connection throughout the company. Celebrate your employees all year. Just a little something to say, “Thank you for doing a great job!” Friday is Kudos Day.

Customer Service 93

Customer Service Exercises Video Customers 93

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! So, let us guide you through the best B2B NPS software options of 2024. In 2024, NPS remains an essential metric for businesses of all sizes. Understanding and catering to the cultural nuances in customer feedback is essential for accurate analysis and action.

NPS 101

NPS B2B Software Net Promoter Score 101

ShepHyken

JUNE 30, 2024

First, making customer success everyone’s responsibility is about a culture that is customer-focused. (I Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.” I love that!)

Customer Service 83

Customer Service Retail Customer Retention Loyalty 83

ShepHyken

AUGUST 25, 2024

How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience. Any organization who abides by this philosophy is rewarded with employee retention and repeat business. The concept is simple to follow.

Self Service 86

Self Service Customer Service Chatbots Customer Centricity 86

DCX

JANUARY 19, 2025

From Delta’s seamless travel concierge to Dutch Bros’ culture of care, these stories remind us that great CX doesn’t just happen—it’s designed. The challenge now is harnessing tools like Flow to deepen those connections, creating experiences that feel more human than ever before.

Travel 52

Travel Customer Centricity Culture Brands 52

ImprintCX Articles

JULY 25, 2024

As published In Fast Company July 16, 2024 Lior Arussy is chairman and co-founder of ImprintCX, and author of the upcoming book Dare to Author! Culture drives employee performance As a manager, you can force those behaviors by creating key performance indicators (KPIs). Culture is not created by following a checklist.

Culture 52

Culture Employee Engagement Engagement Study 52

Adrian Swinscoe

FEBRUARY 5, 2024

For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together […] The post 15 Customer experience predictions for 2024 first appeared on Adrian Swinscoe.

Customer Experience 64

Customer Experience Customers Employee Engagement Customer Retention 64

ShepHyken

JULY 15, 2024

In fact, when focused on providing a good employee experience (EX), some organizations saw an immediate return on investment (ROI) of up to 150%. My Comment: If you’ve been following me, you know I’m a huge believer that a strong EX (Employee Experience) is what fuels a strong CX.

Customer Service 83

Customer Service Return on Investment Loyalty Programs Employee Experience 83

Daniel Group

DECEMBER 13, 2023

Customer Experience and Employee Experience — Both Matter in Your Company Customer experience is the word you hear a lot these days. The main reason is that customers want great experiences when they buy. Some companies overlook the importance of employee experiences to making CX successful.

Employee Experience 52

Employee Experience Customer Experience Company Employee Engagement 52

Feedbackly

APRIL 18, 2024

An excellent customer experience is often a result of excellent employee experience. After all, it’s not easy to keep your customers happy without the contribution of your employees. Companies blossom when they make their employees feel appreciated. What Is Employee Experience?

Employee Experience 52

Employee Experience Customer Experience Financial Case Study 52

ShepHyken

SEPTEMBER 15, 2024

The authors write, “Employees are the heart of any organization, and that goes for customer experience strategy, too.” ” That’s where CX begins: with the employee experience. In addition to strategy, you also need tactics, and this article has that as well.

Self Service 86

Self Service Loyalty Programs Customer Service Airlines 86

Feedbackly

JANUARY 23, 2024

Let’s take a look at the top 5 CX trends in 2024! Emotional Experience as the Driving Factor With the growth in digital marketing and e-commerce stores, the competition is only going to get intense for businesses, and striving in the field boils down to understanding your customers’ needs and emotions. What factors will influence it?

Trends 52

Trends Customer Experience e-support ROI 52

Adrian Swinscoe

MARCH 4, 2024

During the Great Resignation, which saw employees voluntarily leaving their jobs en masse, recent statistics […] The post IWD 2024: How Can Businesses Help Women Feel More Supported and Engaged at Work? This is a guest post by Caroline Gleeson, CEO at Occupop. first appeared on Adrian Swinscoe.

Engagement 64

Engagement Employee Engagement Employee Experience Culture 64

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences.

Customer Service 68

Customer Service Employee Experience B2C Hospitality 68

Forrester's Customer Insights

JANUARY 2, 2024

We’re mere days into 2024, and leaders across sectors and industries are bracing for challenges and tough choices in the months to come. Leaders who know how to use the power of culture will feel the buoyancy of sustained employee trust and happiness.

Culture 32

Culture Tools Industry How To 32

ShepHyken

JUNE 23, 2024

Sherman recommends age diversity, making the case that ageism can become an opportunity that can enhance the inclusive culture of a company and create a better customer experience. And in point number four, she reminds us that a great customer experience requires a great employee experience. Yes, there’s more.

Customer Service 70

Customer Service Loyalty Programs Chatbots Loyalty 70

SurveySensum

FEBRUARY 26, 2024

They empower companies to foster open communication, enhance employee engagement, and cultivate a culture of continuous improvement. Now, the question remains – what are the powerful employee pulse survey tools that you can choose from that will help you in improving your employee experience ?

Tools 52

Tools Survey Employee Engagement Culture 52

SurveySensum

NOVEMBER 9, 2023

In any organization, the leading factor for the quality of the customer experience is the employee. These are the people who create the product, organize the process, and deliver the experience to the users. If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees.

Management 52

Management Customer Experience Feedback Employee Experience 52

SurveySensum

FEBRUARY 14, 2024

Having the right tool is essential as it enables effective collection and utilization of employee feedback, turning it into actionable insights for exceptional employee experience that directly impacts business growth. You’re looking for the best employee experience tools to gather this priceless feedback.

Tools 52

Tools Feedback Analysis Survey 52

SurveySparrow

MAY 7, 2024

Starts at $3/month/employee. Kudos: Build a culture of appreciation by enabling peer-to-peer recognition. Starts at $2/month/employee. Starts at $5/month/employee. The post 12 Best Performance Management Software of 2024 appeared first on SurveySparrow.

Software 52

Software Management Employee Engagement Policies 52

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. Ultimately, Leapsome is an essential tool for organizations aiming to cultivate a culture of development and continuous learning.

Tools 52

Tools Feedback Analysis Survey 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

CSM Magazine

SEPTEMBER 4, 2024

Many would argue customer service is no longer just a key business priority but increasingly becoming the business priority in 2024. According to Workato’s 2024 Automation Index , customer retention was the fastest growing priority when companies introduced orchestration into their processes.

Customer Retention 52

Customer Retention Chatbots Social Media Customers 52

SurveySensum

DECEMBER 4, 2024

According to the extensive research done by Satmetrix in 2024, the industry average NPS in financial services is 73. Source: Retently 2024 NPS Benchmarks for B2B & B2C Therefore, a good NPS score in banks and other financial services will be 31 or any number above it. Suggested Read: How to Implement NPS in B2B ?

Banking 52

Banking NPS Financial Net Promoter Score 52

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. They claim their mission drives their pursuit of ways to serve their customers, communities, and employees.

Strategy 52

Strategy Financial Leadership Apparel 52

CSM Magazine

JULY 7, 2022

Total Experience can be a powerful tool for engagement and growth, but only with an intentional strategy behind it. Kate Kompelien, Executive Director of Experience Strategy at Avtex, explains. By solving employee needs, you directly solve some of your customer needs and vis versa.

Brands 59

Brands Strategy Customer Journeys Employee Experience 59

CSM Magazine

MAY 30, 2024

billion in 2024 to USD 85.07 Retailers can create a positive workplace culture by ensuring employees are well-supported, leading to higher productivity and job satisfaction. Over the past few years, technological advancements have driven seismic shifts in how businesses operate and connect with customers.

Retail 52

Retail Trends Social Media Government 52

ClearAction

JANUARY 8, 2024

24 Ways to Boost 2024 CX ROI. Employee experience and partner experience insights are used by customer-centric organizations with urgency to resolve root causes of gaps. Higher growth, with sustained upward trends, result from customer-aligned organizations. Customer-centric organizations respect the hand that feeds them.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Support EXP

JANUARY 24, 2025

Instead, in 2024, credit unions have found that their main challenge is moving from setting a strategic vision to implementing it successfully. Credit union leaders have crowned employee experience and customer experienceoh, and lets not forget the digital users experienceas their ultimate pass/fail metrics of success.

Strategy 52

Strategy Leadership Financial Loyalty 52

SurveySensum

NOVEMBER 25, 2024

What is Medallia – The Introduction Medallia is one of the pioneers in customer and employee experience management. Source : G2 , Medallia Review, Oct 11, 2024 2. Source : G2 , Medallia Review, Nov 5, 2024 5. Source : G2 , InMoment Review, Feb 29, 2024 G2 Review: 4.7/5

NPS 52

NPS Omni-Channel Analytics Survey 52