ECXO

JUNE 11, 2023

This example is illustrative for what happens to many companies that set out to be customer centric. The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience. Putting our customers at the heart of everything we all do” is easier said than done.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

Lumoa

FEBRUARY 7, 2023

Shawbrook believes that customer experience is a key factor determining the success of financial institutions in today’s market, and for that reason, they want to ensure they can see in real-time what customers are saying and how that impacts their KPIs. “We What’s more, it’s an intuitive platform that anybody can use.”

Banking 195

Banking Feedback Management Culture 195

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. And your programs and processes should reinforce customer connectedness.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Gold Research

FEBRUARY 12, 2020

For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about in every company across the globe.

Customer Insights 72

Customer Insights Employee Experience Customers Customer Experience 72

InMoment XI

AUGUST 2, 2023

By actively listening, learning, and implementing changes based on customer feedback, customer-focused companies create a framework for continuous improvement. While knowledge is valuable, taking action based on customer insights is what drives progress.

NPS 195

NPS Customer Centricity Automotive Culture 195

Alida

NOVEMBER 10, 2017

Blockchain will transform many industries—including big markets like financial services —so companies need to get closer to their customers to understand the impact of this technology to consumer behavior. Insight-driven businesses continue to gain ground. Forrester says 2018 is the year organizations obsess about the customer.

Trends 174

Trends Retail e-support Technology 174

Vonage

OCTOBER 2, 2017

Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience. Address any factors that are having a negative impact on employee morale.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Vonage

SEPTEMBER 15, 2017

Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience. Address any factors that are having a negative impact on employee morale.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Forrester's Customer Insights

NOVEMBER 5, 2018

Companies and executives are paying attention to employee experience as never before. Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of. Employees are quitting their jobs at the fastest rate since 2001.[i] There are good reasons for this attention.

Employee Experience 54

Employee Experience Company Employee Engagement Brands 54

eglobalis

SEPTEMBER 16, 2024

Additionally, creating feedback loops where customers can voice concerns and suggestions allows companies to continuously improve their CX offerings. Systems like VOC and companies such as Sandsiv help provide real-time customer insights.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX).

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Lumoa

APRIL 28, 2024

Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition. You can also analyze support tickets and the emotion behind what your customer is saying.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Forrester's Customer Insights

OCTOBER 19, 2018

There is ample evidence that improving employee experience leads to better business results. Briefly, firms that improve employee experience find that they get better work performance and more discretionary effort from employees.[i] ii] Better employee experience also leads to lower employee turnover […]

Employee Experience 54

Employee Experience Study Company 54

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Forrester's Customer Insights

MAY 18, 2021

European recovery from the pandemic depends on employee experience; yet, many leaders still underestimate the importance of culturally transforming their organization and embracing a new management approach. The firms that will succeed out of the crisis will be those that prioritize EX and embrace anywhere work.

Employee Experience 43

Employee Experience Culture Management B2C 43

Forrester's Customer Insights

MARCH 27, 2020

To understand the employee experience (EX) predictions for the year, we spoke with Forrester Principal Analyst David Johnson, who serves CIO professionals. Madeline: You […].

Retail 46

Retail Employee Experience Industry Trends 46

Alida

JUNE 21, 2019

Introducing the voice of the customer into every facet of VMware’s business is one of the most profound and exciting opportunities of my career. My team’s mission is to ignite systemic business improvements across VMware to maximize the customer (and partner, and employee) experience.

Employee Experience 165

Employee Experience Customers System Customer Experience 165

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 195

ROI Insurance Tips Healthcare 195

Forrester's Customer Insights

JUNE 14, 2019

Enterprises have heard their employees’ calls for increased flexibility, and now more than 25% of US information workers work from home at least weekly. But with subpar technology solutions and little face-to-face interaction, home or remote workers end up frustrated and out of the loop.

Video 48

Video Employee Experience Training Communication 48

InMoment XI

JUNE 5, 2024

This integrated, holistic approach empowers businesses with a complete understanding of their customer journey, identifying key pain points and opportunities for improvement. Social Listening We provide valuable insights into brand perception and customer sentiment by analyzing sentiment and trends from social media feeds.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Forrester's Customer Insights

MAY 24, 2022

Digital employee experience (DEX) is essential to anywhere-work success. With many employees continuing to rely heavily on technology to connect them to their company’s culture, coworkers, and customers from outside the traditional office, the importance of […].

Employee Experience 44

Employee Experience Tools Culture Report 44

Customer Bliss

JANUARY 12, 2018

In this episode, Christine Corbett , a hybrid CCO of Australia Post , shares how she’s using her background in operations and communications to unite the organization and reinvent the Australia Post customer and employee experience. Solve Problems and Go Beyond Customer Expectations.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

Experience Investigators by 360Connext

APRIL 28, 2017

Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer.

Case Study 152

Case Study Airlines Conference Wait Times 152

Retently

JANUARY 13, 2025

Enterprise Plan : Custom pricing for large-scale businesses requiring Salesforce integration and custom solutions. Best Fit For This dynamic tool strikes the perfect balance between automation and advanced customer insights, making it a game-changer for teams focused on reducing effort and driving meaningful engagement.

Measurement 117

Measurement Tools Effort Score Multi-Channel 117

GetFeedback

JANUARY 27, 2020

You may notice errors in communication or confusion in task ownership as a result of teams working in silos, with the result that customers wait too long for service. It’s important to note that the problem—high customer wait times—is actually the end result of pain points in the employee experience.

How To 221

How To Customer Journeys Feedback Survey 221

Lumoa

OCTOBER 31, 2021

About Lumoa Lumoa is a company created by insight professionals with the mission of empowering every employee in every organization to make the right decisions based on the voice of the customer. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

Touchpoint 195

Touchpoint Customer Centricity Analytics Feedback 195

Forrester's Customer Insights

MAY 24, 2022

As organizations continue efforts to perpetually reduce costs, knowledge worker productivity becomes a key focus. Specifically this means giving knowledge workers the ability to work on their own without assistance from other knowledge workers. Done well, this is autonomy.

Employee Experience 49

Employee Experience How To Technology Customer Experience 49

Alida

JULY 4, 2018

These “HiPPOs” include the CEO and other senior management, who are more likely to base their CX strategy on their gut and personal experience rather than the underlying data, according to Forrester. Mistake 2: Confusing customer satisfaction with customer experience. CX transformation must be thoughtful.

Strategy 153

Strategy Customer Experience How To Employee Engagement 153

SurveyGizmo

OCTOBER 26, 2021

But when it comes to building complex surveys for market research, customer experience, employee experience, or more, you need a solution that is more business software than consumer. The conversational UI lets your surveys deliver a chat-like experience and increases survey completion rates by a whopping 40%.

Survey 98

Survey Omni-Channel Feedback Employee Experience 98

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. Don’t Be Afraid to Reorganize and Restructure Your Team.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. Do your hands know more than you do?

Exercises 80

Exercises Gamification Airlines Customer Insights 80

Calabrio

MAY 10, 2019

How Superior Employee Experience Drives Superior Customer Experience. Here’s a topic close to my heart—the link between employees and customers. In this session, Jim Davies will share how focusing on the employee experience drives customer engagement, loyalty and advocacy.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Customer Bliss

AUGUST 8, 2017

Specifically, Stephen was hands on in leading the transformation of Standard Life’s marketing and customer functions using the latest creative thinking and new technology capabilities in digital and data to engage with four million plus customers. Many seasoned executives miss this, so I love that Stephen included it.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

InMoment XI

NOVEMBER 15, 2023

Increased Cross-Selling and Upselling Opportunities: Understanding customer preferences and behaviors enables businesses to identify opportunities for cross-selling and upselling. By tailoring product recommendations and promotions based on customer insights, companies can increase revenue from existing customers.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Dapresy

FEBRUARY 19, 2020

Stockholm, Sweden – February 19th, 2020 – Verdane , the Northern European specialist growth equity investor, has acquired Confirmit , the leading global solutions provider for Customer Experience (CX), Employee Experience and Market Research.

Multi-Channel 94

Multi-Channel Software Report Analytics 94

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ClearAction

DECEMBER 11, 2018

And the final part of this case study describes how Hootsuite increases Marketing impact by making use of these insights across all of Marketing’s functional areas.). Brand integrity relies upon both employees’ and customers’ perceptions. It also relies on the company’s fulfillment of their needs.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71