ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. They make us feel cared about. They make us feel seen and heard.

Customer Satisfaction 93

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 93

Customer Bliss

JULY 24, 2018

He adds that the more compassionate the workplace, “the higher the performance in profitability, productivity, customer satisfaction and employee engagement.”. Profitability, productivity, customer and employee engagement all on the rise? How to care more… Internally: Show respect to your employees.

Employee Engagement 161

Employee Engagement Tips Customer Satisfaction Conference 161

Experience Investigators by 360Connext

AUGUST 6, 2019

Engaged workers are better for your bottom line AND customer loyalty and engagement. According to Gallup, brands with the highest employee engagement can deliver as much as 21% higher profitability than their competitors who don’t. And your customers care about this.

Touchpoint 125

Touchpoint Brands Customers Report 125

Hello Customer

MAY 6, 2021

To achieve this, employees have to be motivated. And to achieve that , companies must focus on employee experience. Customer experience teams are no police departments pointing fingers at people to say what they are doing wrong. Customer care center employees are vital.

Customer Centricity 98

Customer Centricity Contact Center Hospitality Employee Experience 98

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

ShepHyken

NOVEMBER 8, 2022

Creating Defining Moments for Customers and Employees. Why Businesses Should Invest in EX (Employee Experience) as Much as CX. Shep Hyken interviews Liza Smyth, senior vice president of customer experience at Formstack , a company that helps organizations create workflows that enhance productivity.

Employee Experience 62

Employee Experience Employee Engagement Report Customer Care 62

CSM Magazine

JANUARY 11, 2023

Their vision is clear: empower people to create spaces they can be proud of by creating an exceptional customer experience that builds confidence with the most diverse selection and helpful resources.

Customer Experience 52

Customer Experience Contact Center Touchpoint Employee Engagement 52

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Technology 52

Technology Customer Service Contact Center Employee Engagement 52

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. 6 Key Benefits of Employee Call Off Lines. FCC blocks Robo-Calls.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Wootric CX Blog

JANUARY 21, 2019

Are you using pulse surveys to monitor employee engagement? What are reviews from candidates and former employees on Glassdoor telling your potential hires? When you use machine learning to auto-categorized feedback from these internal and external sources, you can better understand the drivers of employee experience metrics.

Trends 40

Trends Feedback Employee Engagement Healthcare 40

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Ultimately, the customer experience is still shaped by the employee experience.

How To 105

How To Policies Tips Contact Center 105

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Answer Dash

AUGUST 20, 2019

Engaged workers are better for your bottom line AND customer loyalty and engagement. According to Gallup, brands with the highest employee engagement can deliver as much as 21% higher profitability than their competitors who don’t. And your customers care about this.

Employee Engagement 65

Employee Engagement Brands Customers Report 65

Playvox

MARCH 19, 2024

Proactively analyze agent interactions to spot coaching opportunities to prevent costly mistakes and enhance employee engagement. Automatically surface insight into customer sentiment across all digital interactions. McKinsey reports that using generative AI in customer care functions could improve productivity by 30-45%.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Customer Bliss

JANUARY 24, 2017

Prior to joining SAP, Bajtos worked for Business Objects, and served as executive vice president and chief customer satisfaction officer, as well as several other executive and management level positions. Prior to joining Business Objects, Bajtos served as vice president of customer care at Marimba, Inc.,

Loyalty 100

Loyalty Leadership System Engagement 100

Thematic

JULY 11, 2022

Insights found via the analysis show how you can improve your product, customer service, or employee experience. They reduced calls relating to unaccepted mortgage requests by 69%, and calls relating to saving maturities by 43%: the two main reasons why customers contacted the bank.

Analysis 77

Analysis Roadmap Banking NPS 77

West Monroe

OCTOBER 15, 2018

Predictive analytics will assist the agent by proactively suggesting other services or reminding customers of important information. With the right tools, the focus will be on identifying the solution and providing a personalized experience. What role will employee engagement play in becoming a brilliant agent?

Contact Center 40

Contact Center Employee Engagement Engagement Training 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySparrow

SEPTEMBER 16, 2022

Recognition gallery : This feature allows employees to share their awards with colleagues, and see what others have been recognized for. Nectar is an HR platform that bundles employee recognition, rewards, and employee engagement. Employees can browse the catalog and choose the size and color that they prefer.

Survey 52

Survey Employee Engagement Gamification Rewards Programs 52

Team HGS

AUGUST 13, 2019

For example, at HGS, we have been implementing automation for the past several years, and we have been proactively sharing ideas with our clients on how to help customers get the right answer fast. . Takeaway Three: Don’t forget about the employee experience , and ensure it aligns with the brand. Customer Experience.

Management 40

Management Conference Average Handle Time Contact Center 40

Playvox

MARCH 5, 2024

Cloud-based tools and advanced technologies such as generative AI (GenAI) to support remote and hybrid agents and customers around the globe. The need to minimize labor costs and gain operational efficiency while delivering excellent customer and employee experience (EX). Workforce engagement as part of the QM equation.

Self Service 78

Self Service Contact Center Management Effort Score 78

Qualtrics

DECEMBER 3, 2021

Businesses that see their employees as just another number might find that they suffer more from labor shortages as the labor force goes elsewhere for better benefits. Not only that, but customers care more about employee experience than ever. Take the pulse on employee experience.

Customer Experience 49

Customer Experience How To Employee Experience Hospitality 49

Innovative CX

OCTOBER 24, 2019

Employee experience is clearly linked to an organization’s ability to improve its customer experience (CX). However, the employee experience being addressed today is typically focused on the workforce already employed by a company. What about the “job candidate experience?” Employee retention?

Net Promoter Score 40

Net Promoter Score Social Media Effort Score Culture 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

JANUARY 7, 2021

Before the crisis, most SMBs weren’t much aware of the term called employee experience and its impact on customer engagement. Building an engaged customer base requires internal effort. It makes the customer experience pleasurable and convenient. Changes in Employee Engagement.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

ClearAction

SEPTEMBER 27, 2018

These principles make up day-to-day life for employees and customers: ease-of-work and ease-of-doing-business. The greater the customer-centricity of processes, policies and motives throughout your company, the better the employee experience and customer experience will be, leading to stronger business growth.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Maxie: She’s a keynote speaker, author, Principal Analyst at Forrester , and has a PhD in Business Management on Customer Care. Why we love Sarang: Sarang’s head of Customer Success at Wootric. Lisa also contributes to social good movements throughout the Bay Area. Maxie Schmidt. Sarang Bhatt.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Qualtrics

OCTOBER 23, 2019

As we move further into an economy driven by experience, companies must actively manage key experiences for their customers and their employees. This is why organizations are investing more resources than ever into initiatives like, Voice of Customer , Employee Engagement , User Experience, and Brand Management.

Study 30

Study Consulting ROI Survey 30

InteractionMetrics

MARCH 20, 2025

Its AI-driven insights and broad feature setincluding dedicated suites for customer experience, employee engagement, and advanced market researchgive large organizations the real-time data to make big decisions fast. Pricing Oracle offers usage-based pricing tied to EDRs (Experience Data Records).

Software 52

Software Multi-Channel Contact Center Social Media 52