Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Experience Customer Journeys Net Promoter Score 260

GetFeedback

SEPTEMBER 6, 2018

More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

ECXO

MARCH 6, 2025

When employees see top management personally engaging with customer feedback and emphasizing experience in strategy discussions, it signals that CX transformation is not just a buzzword but a true organizational priority. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

B2B 339

B2B Customer Journeys How To Effort Score 339

Kerry Bodine

OCTOBER 11, 2021

Top ten winners in the large company category include: Peloton and Zoom , two companies known for their customer obsession (which, as a customer, I can personally attest to myself); Marketing software companies Adobe and Hubspot (which have both positioned themselves at providing customer experience solutions); and. I’ll be on the hunt.

Connections 227

Connections Employee Engagement Study Employee Experience 227

Calabrio

FEBRUARY 26, 2025

The Hidden Cost of Attrition Call center employees often face significant challenges that impact their job satisfaction and, in turn, customer service: Lack of career growth opportunities leaves agents feeling stagnant and unmotivated. Inefficient feedback mechanisms make employees feel unheard and disconnected from company goals.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. Some of the ways they’re connected are more obvious than others.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

InMoment XI

JANUARY 25, 2022

Culture is fundamental to an employee’s sense of purpose and belonging, so see whether that word is cropping up in feedback from current and former workers. Another element that’s key to employee satisfaction is the chance to make a difference for customers. Element 2: Customer-Focused Processes. A Closer Look.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

InMoment XI

JANUARY 20, 2022

When it comes to collecting feedback, of course we want to hear what our actual customers have to say about their experience. Without a transaction, these non-purchasers won’t receive an invitation to take a survey—but, their experience is just as important to listen to and understand.

Feedback 195

Feedback Retail Course Connections 195

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

InMoment XI

OCTOBER 5, 2023

Using automation within online chats, online reviews , or survey feedback, for example, allows your brand to direct customers to solutions for smaller problems. This feedback becomes even more valuable when you can harness a data platform that utilizes unstructured data analytics and creates actionable insights.

Contact Center 364

Contact Center Self Service How To Call Center 364

Experience Investigators by 360Connext

MAY 5, 2020

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. Customer experience is directly connected to employee experience.

Employee Experience 143

Employee Experience Customer Journeys How To Tips 143

Experience Investigators by 360Connext

JANUARY 5, 2022

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Resources 369

Resources Customer Journeys Video Customer Experience 369

CSM Magazine

DECEMBER 5, 2024

Verint has introduced a new CX/EX Scoring Bot in the Verint Open Platform, offering real-time insights on customer and employee experiences. The bot utilizes proprietary AI models to provide immediate feedback on customer experience, agent satisfaction, and emotional connections between customers and agents.

Employee Experience 52

Employee Experience Customer Experience Contact Center Customer Satisfaction 52

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000. " Really?

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ECXO

MARCH 21, 2023

In the end, everything is connected. Continuous improvement: Organisations must continuously evaluate and improve their customer experience. Effective measurement programs involve not only gathering and analysing data, but also implementing and monitoring changes based feedback and on the data.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Retently

JANUARY 13, 2025

Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not).

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

GetFeedback

AUGUST 14, 2019

I’m going to assume you know that you must act on the feedback you’re getting from customers — and are already doing so. You are acting on the feedback, right?!). Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. FREE TOOL: CSAT CALCULATOR .

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

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.

Connections 140

Connections Effort Score How To Self Service 140

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Train employees in soft skills as well, like de-escalating a situation, and feeling and expressing empathy.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

Experience Investigators by 360Connext

MAY 19, 2020

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. How does it connect to the overall mission and purpose of your organization?

Connections 143

Connections Gamification Employee Experience Touchpoint 143

SurveyGizmo

SEPTEMBER 11, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. Now more than ever, keeping the lines of communication open are essential, and eliciting feedback makes this possible. . When done right, employee feedback can affect real change throughout your organization.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

eglobalis

AUGUST 13, 2024

The company’s ability to quickly implement feedback and improve its products is a testament to its robust research and development infrastructure. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Apple: Apple’s brand loyalty is legendary.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Without coalitions across the organization , CX leaders are often left with the role of collecting customer feedback and reporting on it, but unable to create the changes needed to act on customer needs. Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

PeopleMetrics

MAY 13, 2020

Your goal is still to positively influence (and hopefully inspire) your employees. People don’t just want connection now, they need it. PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. Topic: Employee Experience.

Employee Experience 116

Employee Experience Communication CEM e-support 116

InMoment XI

DECEMBER 1, 2022

Improving experiences begins with sifting out the noise from experience data and identifying the moments that matter: where customer, employee, and business needs meet. This allows businesses to prioritize their focus on high-emotion, high-impact areas and connect with their most valued customers.

Self Service 370

Self Service Analytics Automotive ROI 370

Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

AUGUST 3, 2021

Customer experience management can feel like a lot. They are designing customer feedback surveys and strategizing around the onboarding communications. They are reacting to the feedback and reporting on the results. Create a Positive Feedback Loop. Some CX leaders try to take on every part of the customer journey.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. These additional learning opportunities were a big hit, and we loved all the feedback from our customers about them. Top 10 Takeaways from the Calabrio Customer Connect. Invest in Your Employee Experience.

Connections 147

Connections Contact Center Analytics Travel 147

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Ask fellow leaders and leverage customer feedback. Look to the future.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

eglobalis

SEPTEMBER 19, 2024

Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

InMoment XI

JULY 12, 2022

Ostensibly, the goal with this information is to give contact center agents the guidance needed to create Experience Improvement (XI) for customers, but do they have the time and wherewithal to actually sort through comments and data? This strengthens brand connection and creates a customer-centric culture. The Next Step.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

InMoment XI

MAY 23, 2023

Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth. Aegon has taken the Connecting with Customers (CwC) roadshow to all locations and functions in the business.

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

ECXO

MAY 16, 2024

By integrating feedback and customer insights into the company’s strategies, a strong connection is forged between the organization and its customers. The customer-centric leader highly values employees’ insights about customers For successful CX work, it is imperative to systematically understand our customers.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

Experience Investigators by 360Connext

APRIL 23, 2024

CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy. Often, CRM systems are the tools used to track important customer data and feedback metrics.) However, feedback alone cannot direct a strategy. CEM is no different, but tracking metrics alone is not a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

AWS Machine Learning

SEPTEMBER 20, 2024

In today’s fast-paced business environment, organizations are constantly seeking innovative ways to enhance employee experience and productivity. There are many challenges that can impact employee productivity, such as cumbersome search experiences or finding specific information across an organization’s vast knowledge bases.

Employee Experience 97

Employee Experience Knowledge Base Wireless Self Service 97

Experience Investigators by 360Connext

MARCH 8, 2021

Customer Feedback. What feedback is collected at your organization? What does a seamless, easier experience look like for our customers? Human Resources can learn how the employee experience is directly related to the customer experience, including: How to develop job descriptions to include customer experience goals.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271