ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support.

Employee Experience 66

Employee Experience Customer Experience Self Service Contact Center 66

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 group regularly reviews customer experience metrics and initiative outcomes, reinforcing cross-functional accountability.

B2B 339

B2B Customer Journeys How To Effort Score 339

GetFeedback

SEPTEMBER 6, 2018

More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

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

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

InMoment XI

JULY 12, 2022

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

Experience Investigators by 360Connext

JANUARY 7, 2025

Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. Each of the above examples includes CX metrics you may choose to track.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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! appeared first on Eglobalis.

Customer Experience 444

Customer Experience Innovation Employee Experience Customers 444

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

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 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. However, consider that you rarely will find two organizations using and implementing measurements and metrics similarly, with a few exceptions. 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

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Experience Investigators by 360Connext

JANUARY 5, 2022

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. . Article] Use SMIRC Goals to Define Customer Experience Outcomes.

Resources 369

Resources Customer Journeys Video Customer Experience 369

ECXO

JUNE 15, 2021

If you want all your employees to improve the customer experience, reward them for doing so. People tend to focus on the metrics that will bring them benefit. This is particularly important for employees, who face customers only indirectly, but still, have a significant influence on their experience. Follow Kirsti.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. Regularly Seek and Act on Feedback: Create mechanisms for employees to provide feedback and suggestions for improvement.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Uniphore

JUNE 9, 2021

Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate. Unleash and Unburden Your Employees. Educate, engage and empower your employees.

Engagement 246

Engagement Contact Center How To Poor Customer Service 246

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. Employee experience: Happy employees cultivate happy customers.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. The customer experience begins with your staff and their employee experience. What is the employee experience (EX)? NPS, CSAT, CES, etc.)?How

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

Adrian Swinscoe

OCTOBER 24, 2024

Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a next-generation […] The post Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA first appeared on Adrian Swinscoe.

Metrics 59

Metrics Contact Center Omni-Channel Groups 59

InMoment XI

OCTOBER 20, 2022

Next, we started managing experiences, and we recognised that the total experience a customer has is a collection of moments and interactions along their journey. The idea of simply “managing” metrics tells your business where you are and where you’ve been, not necessarily where you’re going.

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

Calabrio

MARCH 5, 2025

Eliminate Bias: Get an unbiased view of your contact centers calls with complete coverage of 100% of interactions Easy Feedback Delivery: Quickly access performance metrics in a simple dashboard and explore individual call details with an intuitive media player that enables transparency and simple sharing of feedback.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

ShepHyken

DECEMBER 31, 2024

Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences. Anything less than a consistent experience erodes confidence and trust in the company or brand. Whats your favorite metric to measure customer success? Whats the biggest CX challenge businesses face today?

Customer Experience 92

Customer Experience Metrics NPS Customer Service Training 92

Experience Investigators by 360Connext

FEBRUARY 1, 2022

All of this is important because without staying connected to the customer in this way, the CEO and others can dismiss data and ignore the emotional consequences of poor customer experiences. Better customer experience creates a cycle for better employee experiences. Article] Is Customer Experience Worth It?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

AWS Machine Learning

SEPTEMBER 20, 2024

In today’s fast-paced business environment, organizations are constantly seeking innovative ways to enhance employee experience and productivity. There are many challenges that can impact employee productivity, such as cumbersome search experiences or finding specific information across an organization’s vast knowledge bases.

Employee Experience 97

Employee Experience Knowledge Base Wireless Self Service 97

InMoment XI

DECEMBER 23, 2021

Text analytics are vital to your brand’s ability to understand your customer and employee experiences. The handy thing about our model is that it’s broad enough to be of use to any company regardless of size, brand, or industry while also giving experience practitioners a foundation from which to evaluate additional financial metrics.”

Customer Experience 397

Customer Experience Analytics eBook Survey 397

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Blake Morgan Customer Experience Futurist, Speaker and Author. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. There is no perfect metric. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. The bottom line here is that if you ONLY focus on customer metrics, you’ll miss an opportunity to make a real business impact. Strategy First. Define Success Always!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

JANUARY 13, 2025

Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. While metrics like CSAT or NPS focus on the big picture such as overall happiness or loyalty CES zooms in on the little moments that can make or break a customers experience.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

SurveySparrow

FEBRUARY 14, 2022

The retail giant’s focus is on capability metrics where the processes are rolled out the way they’re designed to be. They also focus on employee turnover and movement through their people analytics program, as it’s connected to their workforce metrics. What business metrics will improve after analyzing this data?

Analytics 98

Analytics Metrics Examples Survey 98

InMoment XI

AUGUST 19, 2024

Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. These benefits, when translated into financial metrics, help justify investments in these customer experience initiatives. Measuring the ROI of customer experience can be challenging and cumbersome.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

InMoment XI

DECEMBER 1, 2022

In other words, better results for the business and better experiences for their customers and employees. The key to taking an experience program beyond metrics is to move beyond monitoring customer feedback and stories and focus on the formation of actionable plans for changes informed by them.

Self Service 370

Self Service Analytics Automotive ROI 370

BlueOcean

JUNE 6, 2017

Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. That’s definitely a number that may sound like cause for alarm, but how insightful is that metric when you break it down?

Contact Center 218

Contact Center Call Center Employee Engagement Employee Experience 218

Experience Matters

DECEMBER 21, 2018

CX Myth #6: Compensation Drives Good CX Behaviors What’s Wrong: Many organizations try to drive behavior change by tying employees’ compensation to customer experience metrics. When you overly compensate on a single metric, it can often lead to unintended and detrimental consequences.

Metrics 258

Metrics Customer Experience Employee Engagement Customers 258

Uniphore

JULY 23, 2021

Reversing the rising trend of disengaged agents therefore requires leaders to rethink how their work environment impacts employee experience. Focus on agent well-being: A great employee experience equals a great customer experience. Ensure that agents know what they’re actually working toward — and why.

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246