eglobalis

FEBRUARY 13, 2025

Empathy has taken center stage in customer experience conversations for years, praised as the foundation for client trust and emotional connection. Salesforce prioritizes employee well-being with resilience training and stress management programs, which helps support teams stay energized and effective.

Analytics 289

Analytics Measurement Metrics Feedback 289

ECXO

MARCH 6, 2025

Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message. Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers.

B2B 339

B2B Customer Journeys How To Effort Score 339

Blake Morgan

OCTOBER 22, 2024

                                                                                Customer experience and employee experience are deeply connected, and without strong employee experience, brands struggle to deliver memorable customer interactions.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required?

Innovation 444

Innovation e-support Culture Customer Centricity 444

InMoment XI

MARCH 2, 2022

And, just as customer behavior can range from high negativity/sabotage to high positivity/advocacy, so too can employee behavior. The goals for employees, then, are commitment and connected behavior, with advocacy as the highest state. Read our eBook on understanding the power of employee engagement.

Culture 195

Culture Connections Company eBook 195

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

FEBRUARY 25, 2022

And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today’s employees, I’m convinced they should both recognize and cultivate it. The EX/CX Connection.

Company 397

Company B2C Employee Experience Culture 397

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

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

InMoment XI

OCTOBER 5, 2023

Also, it also serves as a proactive strategy for safeguarding your customer experience , addressing potential issues before they even arise. By turning employees from mere service providers into valued contributors to the customer-centric mission, brands can effectively transform detractors into enthusiastic promoters.

Contact Center 364

Contact Center Self Service How To Call Center 364

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Top 10 Takeaways from the Calabrio Customer Connect. Choosing only ten takeaways from this year’s Calabrio Customer Connect was challenging, but we have narrowed it down to these key moments: 1.

Connections 147

Connections Contact Center Analytics Travel 147

ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Follow on Twitter: @Hyken.

Employee Experience 133

Employee Experience Customer Experience Self Service Call Center Experience 133

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ECXO

MARCH 21, 2023

Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers. This requires employee preparation–to be knowledgeable and trained to handle customer inquiries and complaints efficiently. In the end, everything is connected. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

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

FEBRUARY 11, 2020

CX Training Takes a Cross-Functional Team. Successful organizations adopt this attitude when it comes to customer experience and the training required to really make it part of their DNA. . The Five Most Common CX Training Obstacles — And How to Solve Them: 1. Training is reduced to tools, processes, and procedures.

Training 125

Training Customer Experience Customer Journeys Employee Experience 125

ShepHyken

NOVEMBER 20, 2020

Before you train your employees on how to provide amazing customer service, you need to clearly define what it means. Here are some great examples: Shepard virtual training course. How to find customer experience problems before they occur. Consider having on-site training workshops by customer service experts.

Ecommerce 150

Ecommerce Training Customer Service Net Promoter Score 150

Experience Investigators by 360Connext

JANUARY 5, 2022

You also helped evangelize customer experience throughout the organization – way beyond those who considered themselves in customer-serving roles. You helped other leaders communicate how their team goals were connected to CX success. . Related Resource: [Article] Improve Employee Experience to Improve Customer Experience.

Resources 369

Resources Customer Journeys Video Customer Experience 369

ShepHyken

DECEMBER 31, 2024

(Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences. Anything less than a consistent experience erodes confidence and trust in the company or brand. Are you ready?

Customer Experience 93

Customer Experience Metrics NPS Customer Service Training 93

GetFeedback

AUGUST 14, 2019

Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well. Connect with her: www.cx-journey.com

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

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 296

Customer Experience Leadership Innovation Roadmap 296

Kayako

MARCH 7, 2018

Why we needed voice and accent training. And while we can’t fix that, the red flags we’ve seen led us to a conclusion that we must, as a matter of urgency, arrange for some voice and accent training (VnA) for the support team based out of our India office. How our support team improved through voice and accent training.

Training 120

Training Course Culture Communication 120

Experience Investigators by 360Connext

MARCH 8, 2021

Learning and development leaders and curriculum designers often will put together a series of courses or training sessions to progress through within one area of interest or expertise. What does a seamless, easier experience look like for our customers? What incentives and rewards could be connected to CX outcomes. And again….

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

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. He will mentor students as HPU’s Customer Experience Expert in Residence.

Customer Service 70

Customer Service Loyalty Programs Entertainment Loyalty 70

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 96

Employee Experience Knowledge Base Wireless Self Service 96

CX Journey

DECEMBER 23, 2014

helps the audience understand conveys what the people of Pompeii thought, did, felt brings the event(s) or experience to life engages the audience facilitates empathy and understanding helps the audience/patrons connect draws the audience in transports the audience helps the audience relate teaches them Stories are pretty powerful.

Engagement 171

Engagement Transportation Employee Experience Training 171

CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. It’s ALL about keeping promises with CX. The post Promises, Promises, Promises. appeared first on CloudCherry.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

ShepHyken

SEPTEMBER 10, 2024

If you’ve been a subscriber to the Shepard Letter , then you know I preach that a good CX (customer experience) starts with a good EX (employee experience). And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. Connect with Shep on LinkedIn.

Employee Experience 146

Employee Experience Customer Service Training Culture Consulting 146

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. Connect with Shep on LinkedIn.

Customer Service 77

Customer Service Self Service Social Media Contact Center 77

ShepHyken

JANUARY 7, 2025

Beyond its retail business is a commitment to giving back by serving employees, customers, and communities. How to Build a Culture that Employees and Clients Love with Terry Turner : If you want a better customer experience, start with the employee experience. Connect with Shep on LinkedIn.

Retail 80

Retail Video Customer Confidence Culture 80

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience Travel B2C 197

ShepHyken

NOVEMBER 14, 2023

This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.

Employee Experience 155

Employee Experience Insurance Culture Customer Service Training 155

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

Comm100

FEBRUARY 6, 2023

Humanizing the digital experience As businesses focus on digitization and customer interaction becomes more automated, customer experiences lose a personal touch. Companies can no longer connect with clients on a human level, and as a result, clients feel neglected.

Financial 245

Financial Trends Self Service Customer Experience 245

Experience Investigators by 360Connext

FEBRUARY 9, 2021

These are investments focused on your employees. Strategic communication around CX foundations – defining the customer experience for your organization and how each employee plays a role. Workshops and training for both employees in general and for specific groups.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261