ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Russel Lolacher

MARCH 22, 2021

And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement. Why should you leap tall buildings in a single bound (metaphorically) when it comes to employee engagement?

Employee Engagement 124

Employee Engagement Engagement Employee Experience Culture 124

IntouchInsight

JULY 5, 2018

Cameron Watt, President and CEO at Intouch Insight discusses how we can use technology to engage and leverage frontline employees.

Employee Engagement 168

Employee Engagement Engagement Video Technology 168

TechSee

SEPTEMBER 2, 2020

Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points. How can they drive remote employee engagement? Call Center Engagement ideas. The post How to motivate your WFH contact center staff – tactics for remote employee engagement appeared first on TechSee.

Contact Center 109

Contact Center Employee Engagement Engagement Gamification 109

InMoment XI

DECEMBER 3, 2024

Organizations advance to the final stage by leveraging the entire workforce and advanced technology. For example, companies moving from “Mobilize” to “Scale” expand the scope of their VoC program with the help of technology. The model encourages greater employee engagement as the CX program continues to progress.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Experience Matters

DECEMBER 22, 2014

.” He told me that if employees feel respected and taken care of, then they will treat the fans the way that the organization wants them to be treated (I couldn’t agree more, see our Employee Engagement Resources ). The Diamondbacks use several mechanisms to engage employees. Creativity in technology.

Culture 313

Culture Sports Employee Engagement Leadership 313

COPC

JULY 23, 2021

“During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. No matter how good the technology is or processes one has, when the rubber hits the road, it is the person answering the phone call, email or chat that makes the difference. At COPC Inc.,

Employee Engagement 98

Employee Engagement Engagement Survey Analysis 98

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

Perceptive

JULY 11, 2022

Workplaces and employees have undergone radical change in the last few years—from the pandemic to new ways of working, adapting to new digital transformation technologies and navigating the Big Quit. As a result, employee engagement has shot up the list of priorities for businesses—particularly when it comes to retaining staff.

Employee Engagement 91

Employee Engagement Engagement Technology Employee Experience 91

Experience Investigators by 360Connext

MARCH 31, 2015

Location-based apps were another year’s IT technology. The technology itself becomes secondary to the purpose. Will they find your customer experience technology helpful, or creepy? SXSW: Customer Experience Technology. How have recent technological advances affected the experiences you have as a customer?

Technology 110

Technology Customer Experience Social Media Trends 110

InMoment XI

AUGUST 17, 2023

Here are some strategies to leverage employee experience: Focus on Employee Engagement: Actively engage employees by involving them in decision-making processes, recognising their contributions, and fostering a collaborative and inclusive culture. Take The Lead!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Michelli Experience

AUGUST 31, 2016

Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company.

Technology 189

Technology Travel Innovation Study 189

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Calabrio

JUNE 29, 2020

This is such an honor because the rankings are not based on a panel of outside judges, but the ratings of each company’s own employees for employee engagement, organizational health and job satisfaction. . Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list.

e-support 264

e-support Culture Employee Engagement Innovation 264

Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement.

Contact Center 130

Contact Center Management Strategy Call Center 130

TechSee

JUNE 16, 2021

Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. The greater the adoption of new technology, the more use cases can be applied and the greater the likelihood that the enterprise will see double digit improvements in their KPIs. But first, it must be adopted.

ROI 251

ROI Case Study Strategy Wireless 251

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

Alida

MAY 24, 2018

Get closer to your employees. Several speakers spoke about the importance of employee engagement and employee experience. For instance, Erik Hendrikson, director of retail at Legoland, said employees help highlight where the customer experience can be improved. Fail fast and forward.

Retail 189

Retail Conference Employee Engagement ROI 189

CSM Magazine

AUGUST 22, 2024

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment.

Employee Engagement 52

Employee Engagement Engagement Strategy e-support 52

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Communication 93

Communication Technology Employee Engagement Conference 93

InMoment XI

AUGUST 23, 2023

It involves a comprehensive overhaul of internal processes, technologies, organizational culture, and customer engagement strategies. As customer preferences change and new technologies emerge, businesses that fail to adapt risk being left behind.

Customer Experience 195

Customer Experience Omni-Channel Employee Engagement Innovation 195

Experience Investigators by 360Connext

DECEMBER 4, 2014

Sometimes that’s where they’ve invested in technology. Some larger healthcare systems are starting to catch up, and they are investing in technology to help the patient experience. It’s never a crooked, faded jumble of copied print. They care about how they present the survey to patients. But overall?

Healthcare 234

Healthcare Customer Experience Hospitality Social Media 234

ImprintCX Articles

JANUARY 7, 2025

Imagine a workplace with state-of-the-art technology, beautifully designed office spaces, and perks like gourmet lunches or yoga classes. Yet, despite all this, the employees are disengaged, uninspired, and unproductive. Gallup) Disengaged employees cost U.S. This mismatch is more common than you think. The result?

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Describe your employee engagement strategies and measurement processes. AI Describe your current AI capabilities and services.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

GetFeedback

SEPTEMBER 6, 2018

As businesses wake up to the importance of customer experience, billions of dollars are being invested into technology to improve it. What we don’t often know, or pay as close attention to, is the relationship between employee happiness and customer satisfaction. And when customers are happy, employees are happy.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

CX Accelerator

DECEMBER 31, 2018

We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Nate recently turned me onto OfficeVibe which can help you measure employee engagement. They have a free or paid version.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

Online grocery delivery service Peapod is ramping up mobile technologies to support the on-the-go customer. Every step of the customer experience is focused on convenience for the customer. Tablets and mobile mean more time for users. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Ecommerce 282

Ecommerce Banking Loyalty Retail 282

BlueOcean

SEPTEMBER 10, 2024

We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. How many full-time employees do you have? Describe your employee engagement strategies and measurement processes.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

SEPTEMBER 10, 2024

We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. How many full-time employees do you have? Describe your employee engagement strategies and measurement processes.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

ShepHyken

FEBRUARY 19, 2021

Ensuring all employees are engaged with your business is essential but making sure your customer service team is engaged is paramount to retaining a strong customer support team and increasing productivity. Step 1: Implement Employee Engagement Software .

Employee Experience 133

Employee Experience Customer Service Customer Experience Employee Engagement 133

BlueOcean

OCTOBER 14, 2024

Below you’ll find six key sections of questions: Company overview Agent Hiring & Management Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Describe your employee engagement strategies and measurement processes.

Contact Center 156

Contact Center Employee Engagement Culture Training 156

CloudCherry

SEPTEMBER 9, 2019

’ve spent my career in technology, and I love seeing it employed in ways that embrace our social nature, or when it helps us gain a better understanding of our selves. I’ve been known to disappear behind a mirrorless camera for hours on end, and there’s a soft spot in my heart for old-school, tabletop roleplaying games.I’ve

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

Uniphore

JULY 23, 2021

Redesign the Work Environment to Tackle Disengagement One misconception about the rise of employee disengagement blames the shift from an in-person to a largely remote work environment. Reversing the rising trend of disengaged agents therefore requires leaders to rethink how their work environment impacts employee experience.

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. This means we need to involve and engage stakeholders, leaders, frontline employees, and customers in everything we do.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260