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

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction.

Employee Experience 260

Employee Experience Customer Experience Customer Journeys Net Promoter Score 260

eglobalis

JULY 25, 2024

While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind. This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates.

Customer Experience 490

Customer Experience Customer Centricity Innovation Culture 490

eglobalis

MARCH 2, 2021

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived!

Customer Experience 444

Customer Experience Innovation Employee Experience Customers 444

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Samsung’s mobile line of business, particularly the Galaxy series, has established itself as a leader in the global smartphone market, known for innovation and cutting-edge technology. Apple Apple Inc.,

e-support 509

e-support Innovation Customer Centricity Loyalty 509

Uniphore

JUNE 9, 2021

Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? Educate, engage and empower your employees.

Engagement 246

Engagement Contact Center How To Poor Customer Service 246

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. This exercise makes it clear where the experience is falling short. This is an advantage in gathering rich feedback.

B2B 339

B2B Customer Journeys How To Effort Score 339

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

ijgolding

JANUARY 28, 2018

Whilst it is common to find businesses implementing frameworks to manage the customer experience, we do not often see the same principle being applied for the employee experience. Step 5 – Innovate & Co-Create. Like customers, employees often just want to know that their employer cares about them.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

eglobalis

DECEMBER 25, 2020

Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.

Brands 545

Brands Customer Experience Customer Centricity Employee Experience 545

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

eglobalis

NOVEMBER 22, 2021

Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis.

Customer Experience 534

Customer Experience Employee Experience Customers Measurement 534

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

Culture 534

Culture Loyalty Employee Experience Customer Experience 534

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

eglobalis

SEPTEMBER 8, 2020

Use Criticism to Improve Your Customer Experience and employee experience products and services. The post Customer and Employee Criticism: Your Leverage Tool for Growth appeared first on Eglobalis.

Tools 486

Tools Employee Experience Customers Customer Experience 486

ECXO

JUNE 20, 2023

It can be more important than innovation or market dominance. Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. It’s the foundation of a differentiated customer experience and employee experience.

B2B 367

B2B Brands Innovation Government 367

eglobalis

FEBRUARY 13, 2025

Preventing Empathy Fatigue in Customer-Facing Teams Customer-facing teams often bear the emotional weight of empathetic engagement. Preventing empathy fatigue allows employees to remain focused on delivering real outcomes. Without proper support, this can lead to burnout, reduced performance and less effective resolutions.

Analytics 291

Analytics Measurement Metrics Feedback 291

CX Journey

OCTOBER 5, 2017

If you become complacent about the customer experience, just know there's always a competitor or a disruptor in the wings, waiting with the next big thing. That disruptor swoops in and does the employee experience and the customer experience far better. Can you innovate and fulfill better? Peter Drucker.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. When organizations recognize the significance of nurturing a positive employee experience (EX) to enhance the customer experience (CX), it creates a powerful synergy that propels the company toward unprecedented success.

Employee Engagement 143

Employee Engagement Engagement Strategy Effort Score 143

ECXO

JANUARY 25, 2022

Discover a community of leaders and organizations that are committed to working and evolving together to raise the collective customer and employee experience across Europe. The post Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead appeared first on ECXO - European Customer Experience Organization.

Customer Relationship Management 296

Customer Relationship Management Innovation Analytics Employee Experience 296

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1].

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

B2B 429

B2B Customer Experience Employee Experience Customers 429

ShepHyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. A virtuous cycle of employee engagement.

Engagement 130

Engagement Employee Engagement Employee Experience Healthcare 130

InMoment XI

DECEMBER 19, 2022

This approach has strong grounding in behavioral science and promotes a focus on the memorable moments within an experience that drive perception and behaviors. InMoment’s Touchpoint Impact Mapping is an innovative way of understanding the moments that matter to customers.

Survey 370

Survey Customer Journeys How To Touchpoint 370

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Connect the employee experience to the customer experience in big ways.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ECXO

MARCH 15, 2024

The fifth sin, dear reader, is neglecting employee experience. Businesses that prioritize their employees’ well-being, training, and development often find that this care and attention is reflected in the customer experience. The sixth sin is a failure to innovate.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

InMoment XI

MAY 4, 2022

QATC’s article ends with a table breaking out the line items behind the oft-quoted cost of about $6,500 to replace a non-supervisory employee. Solicit Employee Feedback. How does an employee show loyalty? The chief people officer’s response to fears that employees might leave nasty reviews? “I’d

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

CX Journey

MARCH 7, 2018

Gallup says that engaged employees “stand apart from their not-engaged and actively disengaged counterparts because of the discretionary effort they consistently bring to their roles. These employees willingly go the extra mile, work with passion, and feel a profound connection to their company. OK, on to the good stuff.

Engagement 130

Engagement Employee Engagement Feedback Employee Experience 130

InMoment XI

DECEMBER 1, 2022

References appreciate that not everything is “tool driven;” instead, the vendor provides strategic guidance, helping them innovate their approach to surveys or embrace new forms of feedback. InMoment is currently improving experiences with: 90% of the world’s leading automotive brands 8/10 of leading banks 4/5 of the top insurers.

Self Service 370

Self Service Analytics Automotive ROI 370

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. What is Employee Engagement? Here's what employee engagement looks like, according to Gallup.

Employee Engagement 128

Employee Engagement Engagement Rewards Programs Airlines 128

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? Do You Collaborate or Dominate Team Meeetings?

Innovation 120

Innovation Leadership Consulting Tips 120

Experience Investigators by 360Connext

AUGUST 17, 2021

But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Part of developing a CX Charter is identifying the right people to attend and engage at meetings. Innovations and Forecasting. So how do you run better CX meetings? Invite your team.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Experience Investigators by 360Connext

JANUARY 27, 2017

Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. And innovation is one […]. And innovation is one […].

Employee Engagement 110

Employee Engagement Engagement Consulting Innovation 110

ShepHyken

OCTOBER 21, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a phenomenal customer service experience? Employees who feel valued and engaged become more committed to their roles and deliver exceptional service.

Self Service 83

Self Service Customer Experience Banking Wait Times 83