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

JUNE 28, 2019

What do you think of when you hear “radical innovation?” The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space. The Inseparable Relationship Between CX and EX.

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. It is essential to focus on employee satisfaction. . Employee experiences are connected to customer experiences.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 233

Customer Experience Leadership Innovation Roadmap 233

eglobalis

OCTOBER 14, 2024

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. Why Business Cases Alone Can’t Foster Innovation Business case studies are often used in CX education to teach professionals how companies solved specific challenges.

Customer Experience 344

Customer Experience Customer Journeys Case Study Innovation 344

eglobalis

NOVEMBER 12, 2024

If you enjoyed this practical article and would like to stay connected, feel free to connect with me on LinkedIn. Last Articles: Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership [link] Stuck in an Outdated CX Framework?

Customer Centricity 433

Customer Centricity Strategy B2B Feedback 433

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

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

JUNE 4, 2024

Explore the ongoing challenges in accessibility awareness and the innovative role of AI in enhancing customer interactions. In another captivating segment, we highlight Starbucks’ operational hurdles and the focus on operational efficiency vs. customer experience.

Customer Centricity 265

Customer Centricity Culture Employee Experience Innovation 265

SurveySparrow

DECEMBER 29, 2020

But how many times have terms like employee engagement, employee journey, or employee satisfaction made it to your ears? If the answer is quite a few times, your or your friend’s employer knows the importance of measuring employee experience. What Employee Experience Actually Means?

Employee Experience 52

Employee Experience Measurement System Culture 52

SurveySparrow

OCTOBER 20, 2021

Employee experience management helps align talent acquisition and employee retention with your overall business goals. Companies are increasingly recognizing the critical importance of their employees and have started to invest in employee experience. Why is employee happiness and experience so important?

Employee Experience 52

Employee Experience Management Culture Touchpoint 52

ECXO

FEBRUARY 14, 2022

Since customer experience is all about inclusion, diversity empathy, hyper personalization and understanding of every individual needs of employees, partners and customers and culture and CX maturity differentiation and uniqueness in each country. That aims to impact the present and future of CX Leadership. Join ECXO today.

Culture 296

Culture Case Study Employee Experience Innovation 296

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Ultimately, a positive employee experience translates into customer experience.

Employee Engagement 143

Employee Engagement Engagement Strategy Effort Score 143

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

Qualtrics

MARCH 14, 2019

It was also a chance to showcase some of the latest innovations on the Employee Experience Platform designed to help you get to breakthrough insights and transform your culture. Employee Experience for mobile. See Employee Experience for mobile in action. Book a demo. Focus Areas powered by iQ.

Employee Experience 37

Employee Experience Innovation Analysis Feedback 37

ijgolding

MAY 14, 2015

The answer may be to develop and deliver innovative technology to the consumer. Every business is delivering a Customer Experience today…… whether it is conscious of it or not. So the simple challenge is to successfully make the connection – the connection between the business purpose and the Customer Experience.

Connections 120

Connections Strategy Customer Experience Customers 120

Think Customers

JANUARY 4, 2021

Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s Next: Most Standout Trends in Employee Experience for 2021. Here’s a recap of Dan’s best insights for driving positive and productive employee experiences in their happy hour discussion.

Employee Experience 52

Employee Experience Tips Fashion Trends 52

BlueOcean

JULY 2, 2024

Partnering with a smaller contact center often means that your customers don’t even realize they’re talking to an outsourced agent. The advantage here lies with the smaller provider: when there are fewer layers of bureaucracy and a closer connection to key decision makers on both sides, it’s easier to get things done.

Contact Center 156

Contact Center Customer Care Wait Times Leadership 156

ShepHyken

OCTOBER 21, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a phenomenal customer service experience? Effectively using technology to communicate improves work efficiency and connectivity.

Self Service 83

Self Service Customer Experience Wait Times Banking 83

ECXO

SEPTEMBER 19, 2023

Happier employees = happier customers is an empty phrase if you can’t quantify and qualify the impact of your EX investments on customer, and business outcomes. A stand out employee experience is a key trait in high performing businesses. These are just some of the innovations being deployed to improve EX.

Management 156

Management Culture Innovation Feedback 156

ECXO

JUNE 20, 2023

It can be more important than innovation or market dominance. Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. It’s the foundation of a differentiated customer experience and employee experience.

B2B 357

B2B Brands Innovation Government 357

InMoment XI

AUGUST 19, 2024

Investing in customer experience isn’t just about making customers happy—it’s about driving substantial business growth. Key growth factors include customer retention and loyalty, revenue expansion, cost efficiency, brand differentiation, innovation, and sustainable long-term development. million customer connections.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To be more innovative, you need diversity of thought. It’s so much more than gender diversity: it includes cultural background, work experience, race, age, and more.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

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. And one more thing.

Self Service 370

Self Service Analytics ROI Automotive 370

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. There IS a clear link between superior CX and enhanced financial performance, making a compelling case for strategic investment in customer experience initiatives.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

NOVEMBER 3, 2024

Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes. Connect with Shep on LinkedIn.

Customer Service 70

Customer Service Loyalty Programs Entertainment Loyalty 70

CSM Magazine

MAY 14, 2024

Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption.

Self Service 52

Self Service Healthcare Employee Experience Customer Journeys 52

ShepHyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. A virtuous cycle of employee engagement.

Engagement 130

Engagement Employee Engagement Employee Experience Healthcare 130

Oracle

OCTOBER 19, 2020

The Nexus Award for Best CX Ecosystem honors an organization that architects a connected CX ecosystem with a CRM, third-party cloud apps, or API integration. What’s clear from this year’s entrants is this: Connected customer experiences are at the heart of these digital transformations. Paid search revenue of $4.4

Connections 47

Connections Strategy Self Service Average Handle Time 47

ShepHyken

OCTOBER 1, 2024

You can also email it to all employees. Wednesday is Innovation Day. Ask every employee to participate by sharing at least one idea that could enhance the employee or customer experience, boost efficiency, foster safety, make money, save money, advance sustainability and more. Celebrate your employees all year.

Customer Service 93

Customer Service Exercises Video Customers 93

Forrester's Customer Insights

JULY 30, 2020

Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected, insights-driven, and purposeful.

Banking 50

Banking Connections Innovation Course 50

Qualtrics

DECEMBER 3, 2020

IT has long been a key component of employee experience. Since the pandemic, it’s taken center stage with IT executives driving job enablement and productivity through world-class technology experiences that keep employees motivated and engaged. And in the blink of an eye, the IT experience became the employee experience.

Employee Experience 26

Employee Experience Study Feedback Technology 26

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Successful CDOs understand how customers experience products and services and are relentless in working out how to improve them. The centre has won several awards for its innovative designs.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

ECXO

SEPTEMBER 15, 2022

The European Customer Experience Organization is an open-access CX Professional Network aiming to educate European and the rest of the world’s Corporate on CX, EX related topics, including customer understanding, perception, and real innovation plus some evolving topics. Read in the zoom connection. Stay tuned!

Customer Experience 197

Customer Experience Leadership Feedback Survey 197

Experience Investigators by 360Connext

OCTOBER 2, 2024

No matter how innovative or truly useful your product or service is, one thing will always separate successful companies from the rest: Customer experience (CX). It requires a strategy and solid foundation to systematically improve the customer experience. Related Content: Is Customer Experience Worth It? Measurement.

Consulting 143

Consulting Customer Experience Customer Journeys Leadership 143

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. Strict time limits or quotas may discourage talented employees from taking on difficult tasks.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435