ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions.

B2B 339

B2B Customer Journeys How To Effort Score 339

inmoment

JUNE 22, 2020

What follows is a discussion of five powerful methods that companies can use to stay connected to their furloughed employees. Today’s conversation will cover: Employee Outreach. Social Media. Employee Outreach. This strategy is essential for successful employee engagement for several reasons.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75

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. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

InMoment XI

JUNE 5, 2024

Omnichannel CX Analytics: Processes text from surveys, social media, voice, reviews, chat, email, and more to understand VOC, trends, and emerging topics, often paired with metrics to analyze impact and churn.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

NOVEMBER 6, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

CX Journey

JULY 10, 2014

You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers.

Data 177

Data Customer Experience Customer Journeys Analysis 177

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Customer Bliss

JUNE 14, 2019

Keep Employees Engaged and Informed. Internal social networking. To keep the salespeople engaged, Chester and his team have instituted quarterly meetings for updates on the business, priorities, and strategies. to tackle at a later time. At Johnson & Johnson, there are over 4,000 salespeople.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

GetFeedback

MAY 9, 2019

This means they operate consistently based on a clear set of values, holding themselves and their teams accountable for their particular ownership of the customer experience. . Employee engagement : Employees have to be fluent in the company’s CX goal and strategy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Beyond Philosophy

DECEMBER 5, 2017

Employee ambassadorship identifies new categories and key drivers of employee subconscious emotional and rational commitment, while it is also liked with the emotional and rational aspects of customer commitment.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

SurveySparrow

JANUARY 1, 2021

So it comes as no surprise that employee engagement has turned out to be a crucial factor in a business’s success. Organizations with higher levels of employee engagement outperform their competition, and their employees have a vision of how their work contributes to the organization’s success.

Employee Experience 52

Employee Experience Net Promoter Score Employee Engagement Culture 52

Retently

DECEMBER 10, 2024

Pricing: Qualtrics offers custom pricing options designed to align with an organization’s goals in customer and employee experience management as follows: Customer Experience : Tailored to enhance customer satisfaction and engagement. SurveySparrow Dashboard 7.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. You have to do something about it.

Management 114

Management Employee Engagement Culture Leadership 114

SurveySparrow

NOVEMBER 24, 2020

Most leaders know by now that improving employee experience is really, really important. Organizations are often on the back foot about employee engagement and tend to ignore it while pursuing more short-term goals. We’ll soon walk you through 15 reasons why you need to prioritize improving employee experience. .

Employee Experience 52

Employee Experience Employee Engagement Survey Financial 52

NICE inContact

JANUARY 19, 2016

The agent lifecycle approach exposes all aspects of an agent’s tenure: recruiting, hiring, training, and ongoing coaching so that all stakeholders work together to create a seamless and satisfying pre- and post-hire employee experience. The result is a more engaged, higher-performing, and longer tenured workforce.

Contact Center 120

Contact Center Entertainment Social Media Policies 120

Talkdesk

JUNE 28, 2016

This week’s topic is the employee experience. Here’s what we found: The Business Case for a Great Employee Experience. This CXpert brought together the latest, greatest research on the impact of creating an excellent employee experience in this informative article. Annette Franz Gleneicki || Customer Think.

Employee Experience 40

Employee Experience Customer Experience Social Media Employee Engagement 40

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. Employee engagement is critical to your organization’s hiring efforts. When considering your offer, this new generation will dig deeper into social media to find where the best employee experiences exist.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Beyond Philosophy

SEPTEMBER 5, 2014

Employee Engagement promotes the concept that employees that believe in the brand promise of the organization they work for are more likely to work harder to deliver on that promise. Not only that, employee engagement is a key aspect for the Customer Experience. View our books on Customer Experience here.

Net Promoter Score 79

Net Promoter Score Employee Engagement Social Media Loyalty 79

Beyond Philosophy

MARCH 2, 2018

Since the announcement on February 1st, there has been much speculation about how Amazon would use the data—and more than a few concerns about employee privacy rights. Employee Experience at Amazon has a bad reputation. They are designed to define the limits of what employers can monitor employees. and in the U.K.,

Government 101

Government Employee Experience Employee Engagement Social Media 101

SurveySensum

FEBRUARY 22, 2024

What’s more – Gallup’s “State of the Global Workplace Report” says, that organizations with highly engaged employees experience 21% higher profitability. So, yes, it’s time to start focusing on your employee experience (If you aren’t doing it already!) What is an Employee Experience Strategy?

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

SuiteCX

DECEMBER 22, 2015

Some certainly do aspects of it, but not many can provide a complete 360 degree view into the experience that includes insights from online and offline, data and behavior, emotional andsocial. Customer Experience will expand to focus on employee engagement.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

delighted

FEBRUARY 2, 2022

Here’s a closer look at what the employee lifecycle is, why designing an employee lifecycle strategy is important, the seven stages you should know about, and how to get started creating a strategy to improve your employee experience. What is the employee lifecycle? Stage 2: Recruitment. Our advice?

Net Promoter Score 87

Net Promoter Score Social Media Employee Experience Survey 87

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. 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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

JUNE 4, 2018

Both events were recorded, uploaded to social media, shared widely, and broadly condemned as instances of racial bias. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . This short article shows three ways to create a better employee experience that sets the tone for the customer experience.

Customer Service 77

Customer Service Airlines CRM Social Media 77

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Chatter, Yammer, or other internal social tools), suggestion boxes, and more.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Oracle

JANUARY 21, 2021

Brands will invest in cultural change management to help employees be better representatives of their companies. Augmented reality will be utilized more by brands as part of their shopping experience options, as in-store shopping remains limited. Consumers want to work with brands who inspire trust.

Social Media 81

Social Media Return on Investment Consumers Contact Center 81

Forrester's Customer Insights

OCTOBER 16, 2019

Employees’ Advocacy Boosts Your Content And Customer Interactions While trust in brands has dwindled, B2B buyers hold those same brands’ employees in high regard as authentic and compelling sources of information. And they want to engage with them.

Employee Engagement 37

Employee Engagement Engagement B2B Brands 37

Maru Group

JANUARY 31, 2023

This is critical for existing and future customers as many use testimonials and social media presence to make purchase decisions. Employee experience research should uncover all the factors that affect employee performance and, importantly, the barriers that prevent them from providing compelling customer service.

Employee Experience 71

Employee Experience Social Media Survey Measurement 71

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. 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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

MARCH 12, 2019

My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? Are you content with your customer experience? .” To, you put one finger up at a time; just don’t start with the middle finger. Thank you very much.

Culture 12

Culture Employee Engagement Company Engagement 12

Qualtrics

AUGUST 11, 2021

The concept of employee engagement has been around for several decades now. Many companies use annual employee surveys to gauge how connected their people feel towards the workplace, but few go beyond this to improve engagement. Globally, only one in two employees feel engaged in their work. .

Employee Engagement 26

Employee Engagement Employee Experience Banking Engagement 26

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). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. I’m going to shut up and introduce Nate Brown. Hello, sir. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Ecrion

DECEMBER 2, 2020

It Boosts Engagement | 2. It Improves Employee Experience | 5. It Improves the Employee Experience. Enterprise communication software ensures that employees know about their positive efforts. Supervisors can recognize employees with regular email newsletters. It Provides the Right Amount of Info | 3.

Communication 94

Communication Software Social Media Brands 94

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130