CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk. Not at all.

Connections 140

Connections Effort Score How To Self Service 140

Calabrio

MARCH 22, 2025

Ultimately, they must all be working in concert with each other, united by clear planning and goal-setting, effective measurement and reporting, and holistic optimization efforts that drive continuousand comprehensivecontact center improvement strategies. They may focus on one particular area or team within the operation.

Contact Center 130

Contact Center Management Strategy Call Center 130

ProProfs Chat

NOVEMBER 20, 2020

Engaged employees are your best assets to grow your business. Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity? What Is Employee Engagement?

Employee Engagement 105

Employee Engagement Survey Engagement Effort Score 105

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. And these efforts can significantly impact business outcomes. However, feedback alone cannot direct a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Why did you give that score? 2 answers are marked “in doubt” because the participants provided the range of scores or no score at all. And to prevent score chasing.

System 317

System Effort Score NPS Net Promoter Score 317

ProProfs Chat

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee Engagement 98

Employee Engagement Software Tools Engagement 98

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 trillion dollars ? Yes, thats trillion , with a t. Use Gamification to Foster Competition and Collaboration.

Gamification 130

Gamification Contact Center Engagement Call Center 130

InMoment XI

OCTOBER 2, 2019

Shortening the Time to Respond to Feedback Despite an already high engagement score, a national employer has overhauled its engagement survey process to shorten the time it takes between receiving and responding to feedback. In effort to connect and compare employee engagement data with data on.

Feedback 150

Feedback Survey Effort Score Employee Engagement 150

SurveyGizmo

SEPTEMBER 11, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. When done right, employee feedback can affect real change throughout your organization. Employee Engagement: An Ongoing Struggle. Yet companies who get engagement right can turn the tide.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

Experience Investigators by 360Connext

DECEMBER 15, 2023

It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers, and to your employees! Show employees how everyone benefits from achieving these results. See how fun it is to connect the CX dots?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

delighted

JUNE 22, 2021

In a world where buzzwords seem to fluctuate daily, employee engagement remains one of the hottest topics in HR after over two decades in the spotlight. What is employee engagement? Engagement is an attitude that employees form about their organization and their work. Why is employee engagement so important?

Employee Engagement 66

Employee Engagement Engagement Net Promoter Score Effort Score 66

CX Journey

MARCH 28, 2018

As you already know, executives will want to see how CX initiatives and investments will impact business performance (yes, ROI); if they can't make that connection, it will affect their commitment, including resources to continue to fund and to staff CX improvements initiatives. Success seems to be connected with action.

Measurement 161

Measurement Net Promoter Score First Call Resolution Effort Score 161

Calabrio

MARCH 25, 2025

In fact, research has found that: Companies with an active VoC program spend 25% less on customer retention Companies with mature VoC programs also drive higher employee engagement and lower customer service costs Discover top Voice of the Customer best practices to improve your VoC program.

Software 130

Software Customer Journeys Tools Contact Center 130

Retently

DECEMBER 10, 2024

While it is well-known for its Net Promoter Score capabilities, Retently extends its functionality to include a full suite of CX metrics , such as Customer Satisfaction (CSAT) and Customer Effort Score (CES). Employee Experience : Focused on improving employee engagement and workplace culture.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Clarabridge

NOVEMBER 22, 2016

Clarabridge recently hosted a webinar with Gary Magenta, Customer Experience Will Never Exceed Employee Experience. Sharing insight into the competitive landscape or the thinking behind a certain process can help employees understand the overall strategy itself. It shows employees exactly what they need to know.

Employee Engagement 68

Employee Engagement Engagement Hotels Effort Score 68

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Beyond Philosophy

NOVEMBER 7, 2016

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Each program targets specific team fans and celebrates that connection with a reward. Employee Engagement: Your employees are people, and likely support the same team or local causes.

Sports 167

Sports Effort Score Rewards Programs Transportation 167

Lumoa

MARCH 20, 2018

Employee Engagement: Employees are aligned with the goals of the organization. net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric. The Net Promoter Score is often called " The Only Number You Need to Grow ". What metrics should you follow?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

OCTOBER 28, 2024

Stay interviews should be integrated into broader HR strategies, with regular feedback and metrics reviews, to ensure that retention efforts evolve with employee needs. ” What to do next: Once you’ve identified what excites them, find ways to channel more of their daily efforts into these areas. What are Stay Interviews?

Net Promoter Score 78

Net Promoter Score Effort Score Leadership Feedback 78

InMoment XI

APRIL 13, 2022

But it’s not easy—a CX metric score alone can’t create transformation. From an employee perspective, are you doing something beyond a basic employee engagement study? Or do you have an employee pulse metric by division, region, or queue? CX metrics aren’t one-size-fits-all. Check out this infographic!

Metrics 195

Metrics NPS Infographics Effort Score 195

Customer Bliss

OCTOBER 17, 2017

Data: Where is effort being wasted? Where are we not connecting with customers the ways we should? Employee engagement: Do employees understand their priorities, their role, and how they can rise up and contribute more? The overall episode is over 51 minutes long, but break it up across a few commutes if you can.

Customer Experience 57

Customer Experience Net Promoter Score Customer Journeys Self Service 57

Calabrio

SEPTEMBER 30, 2020

An inspiring use of Calabrio ONE Desktop Analytics has played a starring role in Thomson Reuters’ continuing effort to improve the customer experience, decrease customer frustration and increase employee engagement. The Winner: Thomson Reuters. Runner-Up: Idaho Central Credit Union. Analytics in Action: Runner Up #1.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great resources on employee experience but certainly not nearly as much as around the customer experience. Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement. He has built and led teams supporting customer acquisition, final mile, and service efforts for organizations nationwide.

Management 41

Management Automotive Leadership Effort Score 41

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

SurveySparrow

OCTOBER 7, 2020

Which is why we’ve carefully curated this blog that stresses on how important employee satisfaction around the workplace and how employee engagement survey questions help you in the long run. Let’s take a look at why employee engagement surveys and employee experience management are crucial.

Employee Engagement 59

Employee Engagement Survey Engagement Net Promoter Score 59

Experience Investigators by 360Connext

FEBRUARY 23, 2021

It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers and to your employees! Show employees how everyone benefits from achieving these results. See how fun it is to connect the CX dots?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

NobelBiz

JANUARY 28, 2025

Customer Satisfaction (CSAT) Scores : These reflect how satisfied customers are with their experience. Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. Connecting Call Centers to Success.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. When employees feel connected to their jobs and have meaningful goals, agent performance increases. When agents are clear on their priorities, they become more engaged, according to the Gartner study.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

Michel Falcon Experience

OCTOBER 10, 2014

I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. How are you onboarding your newest employees? How are you hiring?

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% and, 2) Where’s the consistent proof for individual companies?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

TechSee

APRIL 10, 2019

According to Forrester’s CX Index scoring system, telcos that increase CX score by one point will generate an additional $3.39 To highlight the importance and overall value of focusing efforts and investments in CX initiatives, we’ve compiled a short list of successful projects by leading providers in the telecom industry.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding. Every interaction has three components: Success, Effort, and Emotion.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

SurveySensum

MARCH 12, 2025

It connects the dots between different variablesbreaking down customer feedback by flight number, region, airport, and even service type. With the help of cross-tabulation, you can spot trends, connections, and patterns that might not be clear from unprocessed survey results right away. Which flights? Which routes?

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

Experience Investigators by 360Connext

JULY 6, 2015

If you don’t consider customer effort as a truly important part of the journey, then you’re not thinking of your customers. In some cases, Customer Effort Score (CES) is a better indicator of loyalty than Net Promoter Score (NPS). It’s incredibly enlightening and often overlooked.

B2B 110

B2B Net Promoter Score Effort Score Loyalty 110

Experience Investigators by 360Connext

JULY 24, 2015

Net Promoter Score (NPS) was the “only” metric that mattered for a while. But now there is a backlash in some organizations and data like Customer Effort Scores (CES) are on the rise. But those dashboards loaded down with chart after chart? Those don’t do much to actually improve the experience, either.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Customer Bliss

JULY 5, 2016

She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. You can connect with Natalie on LinkedIn here. ” Anthem uses NPS a good deal, as well as ‘member effort.’

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0