The DiJulius Group

DECEMBER 12, 2024

The Best Customer & Employee Experience Content of 2024 We’ve gathered the favorite blogs, podcasts, and videos over the past year and compiled them here for you to bookmark, share and enjoy! If you’re not currently subscribed to each of these, we’ve included links for you to do that below.

Employee Experience 52

Employee Experience Customer Experience Video Groups 52

Customer Bliss

MARCH 21, 2019

Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. One who leads with a vision and principles that can transform both employee and customer experience?

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

The DiJulius Group

DECEMBER 13, 2021

The DiJulius Group’s top customer service blogs, podcasts, and videos from 2020 are listed below. Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. The results are in! I recommend sharing this with your entire team.

Employee Experience 124

Employee Experience Customer Experience Video Groups 124

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000. Only 31.5%

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ECXO

MARCH 6, 2025

This group regularly reviews customer experience metrics and initiative outcomes, reinforcing cross-functional accountability. This could be as straightforward as running beta tests of a new service feature with a friendly client or involving customer representatives in a steering committee or working group for the CX program.

B2B 339

B2B Customer Journeys How To Effort Score 339

The DiJulius Group

MARCH 13, 2023

While artificial intelligence (AI) is already improving the customer experience, it will dramatically improve the employee experience over the next decade. Read Full Article The post How AI Will Impact the Employee Experience appeared first on The DiJulius Group.

Employee Experience 111

Employee Experience Groups Data Customer Experience 111

The DiJulius Group

JANUARY 2, 2023

The post The Best Customer & Employee Experience Content of 2022 appeared first on The DiJulius Group. Our Top Blogs from 2022 A Leadership Epiphany on Workplace Culture Where Have All the Workers Gone, and How Can I Attract and Keep Them? 6 Reasons Your. Read Full Article.

Employee Experience 111

Employee Experience Customer Experience Leadership Video 111

The DiJulius Group

NOVEMBER 1, 2024

The leading organizations worldwide and in every industry focus on creating a world-class customer and employee experience. The DiJulius Group has spent decades researching world-class organizations and discovered what sets them apart. Those insights now form the heart of our proven methodology.

Employee Experience 97

Employee Experience Customer Experience Consulting Groups 97

InMoment XI

MARCH 4, 2022

Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

The DiJulius Group

JANUARY 2, 2024

Read Full Article The post The Best Customer & Employee Experience Content of 2023 appeared first on The DiJulius Group.

Employee Experience 98

Employee Experience Customer Experience Culture Training 98

SurveySparrow

APRIL 18, 2021

Employee experience, like customer experience, is a crucial aspect of running a business because it plays a significant role in determining client satisfaction. A happy and satisfied employee is more likely to cater to the customers’ needs, thereby improving their experience with a company. The Technological.

Employee Experience 95

Employee Experience Strategy Customer Journeys e-support 95

ShepHyken

JUNE 5, 2023

Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. To bridge the disconnect between the C-suite and the frontlines, executives need to spend more time understanding the experiences of both their customers and their employees. They are your true north.”

Employee Experience 94

Employee Experience Net Promoter Score NPS Retail 94

eglobalis

AUGUST 13, 2024

The company’s structure is vast and complex, divided into numerous groups and subsidiaries that operate in various industries, including electronics, shipbuilding, construction, and insurance. At the helm of Samsung Electronics, the most well-known and profitable division, is Samsung Group, which oversees multiple business units.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

ECXO

MARCH 21, 2023

By incorporating these pillars into your customer experience culture, you can create a holistic approach to both customer and employee experience that fosters customer loyalty, retention, and ultimately drives the ultimate mix of adoption and business growth. It is a process and will not happen in one day.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer personas represent customers in groups of shared attributes. Personas help you envision real peoples thoughts, feelings, and preferences so you address every groups unique needs as you execute your strategy. Personas are powerful tools, so dont be afraid to experiment with how you track behaviors and create these groups.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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

Customer Bliss

AUGUST 30, 2021

Revamp Your Employee Experience By Rethinking Your Hiring Methods. The Process of CX Hiring and Transformation at Volkswagen Group Australia. Why Good Customer Experience Starts With Your Internal Culture. Hire People Who Will Make Your Company Unforgettable: A Case Study.

Case Study 310

Case Study Hotels Travel Company 310

InMoment XI

JULY 20, 2022

Though this has been slower to develop on the employee side, changes in consumer and marketing dynamics have resulted in significantly increased focus on how emotions shape, and are shaped by, experience.

Brands 370

Brands B2C B2B Financial 370

The DiJulius Group

NOVEMBER 29, 2023

Read Full Article The post 133: The Employee Experience Revolution appeared first on The DiJulius Group. We promise you a discussion that will not only shed light on the dramatic shift in consumer sentiment but also offer insights on how to turn this customer service recession into your competitive advantage.

Employee Experience 64

Employee Experience Competitive Advantage Customer Satisfaction Groups 64

Comm100

FEBRUARY 6, 2023

But one group that has been growing is customers who want to serve themselves. In CX, self-service is the aspirational experience where service is provided to clients with no friction points along their journey. You can group them according to their behaviour, demographics, or where they’re in the customer journey.

Financial 243

Financial Trends Self Service Customer Experience 243

CX Accelerator

JANUARY 11, 2021

He walked right past our tour group, said hi, then sat down at his cube. Employee experience (EX) is customer experience!". Prioritizing the employee experience. If you've not read his book, , Delivering Happiness: A Path to Profits, Passion, and Purpose, I highly recommend you add it to your reading list.”.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

ECXO

APRIL 28, 2021

Based on these, below are some essential seeds that best-in-class customer success groups have sown to ensure sustainable mutual growth. 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. Join ECXO today.

Customer Success 290

Customer Success B2C B2B Customer Journeys 290

InMoment XI

MARCH 2, 2022

Want to learn more about the power of employee experience (EX) and the benefits it brings to your bottomline? Read our eBook on understanding the power of employee engagement. The foundation for attaining this goal is an understanding of cultural impact.

Culture 195

Culture Connections Company eBook 195

The DiJulius Group

NOVEMBER 1, 2024

The leading organizations worldwide and in every industry focus on creating a world-class customer and employee experience. The DiJulius Group has spent decades researching world-class organizations and discovered what sets them apart. Those insights now form the heart of our proven methodology.

Consulting 52

Consulting Groups Employee Experience Industry 52

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. Narrow down what they need to know to empower them to deliver great experiences. They define this in their own ways.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

CX Accelerator

MARCH 16, 2020

Is it possible that contact center leaders need to spend less time trying to put lipstick on a pig and more time improving the job and the employee experience? customer experience (CX). You’d never make a job description for a ‘Product Manager Ninja’ so don’t do it for customer service.”. Customer service ?

Contact Center 228

Contact Center Communication Groups Customer Service 228

eglobalis

SEPTEMBER 16, 2024

Therefore, understanding the needs of each group is essential. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

The DiJulius Group

JULY 7, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience.

Groups 145

Groups Employee Experience Industry 145

Northridge Group

MARCH 11, 2025

Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer experience (CX) Increase efficiency and profitability The Challenge A major healthcare provider needed to refine its customer service coaching program to improve Average Handle Time (..)

Healthcare 52

Healthcare ROI Net Promoter Score Average Handle Time 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

It’s our belief that when we invest in CX, listen to the voice of our customers & find opportunities to improve, we will deliver on the exceptional customer experiences that build strong, lasting relationships with our policyholders & agent partners.”. Chris Neeson, Customer Experience Leader, Ohio Mutual Insurance Group.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Lumoa

JUNE 23, 2021

Improved employee experience The better the employee experience , the better the customer experience. Broaden your recruiting sources If you want to hire a more diverse group of people then you need to widen the candidate pool.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

The DiJulius Group

JULY 17, 2024

What if creating an exceptional employee experience could transform your company and drastically reduce turnover? From nurturing a culture of gratitude and training the whole person to helping employees discover their “ikigai,” or.

Employee Experience 52

Employee Experience Culture Groups Training 52

Experience Investigators by 360Connext

JUNE 18, 2024

However, survey responses reflect what just a small group of customers think and feel. A Great Customer Experience Requires a Great Employee Experience CX teams can work tirelessly to enable customer-facing employees with the messaging and resources they need to deliver a great customer experience.

Strategy 143

Strategy Customer Experience Effort Score Customer Journeys 143

The DiJulius Group

APRIL 10, 2024

We unravel the threads that bind employee happiness and business success. Read Full Article The post 151: Welcome to the Employee Experience Revolution appeared first on The DiJulius Group. The workplace is changing, and leaders must weave a.

Employee Experience 52

Employee Experience Groups Customer Service Customer Experience 52

InMoment XI

DECEMBER 16, 2021

What we have observed are studies that examined some contributing factors of employee experience and value, such as reward and recognition, job fit, career opportunities, work environment, and departmental and management relationships.

Company 195

Company Communication Culture Employee Experience 195

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience Travel B2C 197

The DiJulius Group

JANUARY 22, 2025

About Dave Murray The DiJulius Groups Vice President of Consulting and co-author of The Employee Experience Revolution, Dave is a master at helping companies create real change thatsticks. Read Full Article The post 187: Service Recovery appeared first on The DiJulius Group.

Consulting 52

Consulting Groups Employee Experience Communication 52