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. in both areas.

Employee Experience 260

Employee Experience Customer Experience Customer Journeys Net Promoter Score 260

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

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

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

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

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? This support is essential for transforming ideas into actionable innovations.

Innovation 444

Innovation e-support Culture Customer Centricity 444

eglobalis

JULY 25, 2024

Her success is largely due to the European market’s current focus on fundamental CX concepts like journey mapping, cultural transformation, technology, and strategy, areas in which she excels, complemented by her very engaging and likable personality. However, many European top executives still do not fully grasp this aspect.

Customer Experience 488

Customer Experience Customer Centricity Culture Innovation 488

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

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Transforming customer experience in a B2B organization is as much about changing mindsets and behaviours as it is about new processes or technologies.

B2B 339

B2B Customer Journeys How To Effort Score 339

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 532

Customer Experience Employee Experience Customers Measurement 532

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 533

Culture Loyalty Employee Experience Customer Experience 533

eglobalis

OCTOBER 14, 2024

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. Second, learners often lack access to hands-on experiences that can help them develop problem-solving abilities.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

eglobalis

OCTOBER 26, 2020

Experience design Customer Perception Design The Journey to Resonate with Customer and Employees , customer experience , employee experience. The post Experience Perception – The Journey Design to Resonate with Customer and Employees… or Not appeared first on Eglobalis.

Customer Experience 520

Customer Experience Employee Experience Customers Innovation 520

Customer Bliss

FEBRUARY 23, 2018

Best Buy wanted to understand how to improve the employee experience, and started looking within. Using technology to streamline transactions with customers is a big portion of employee training and sales floor operations. Treat Your Employees as Assets.

Employee Experience 165

Employee Experience Retail Financial Conference 165

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 483

Tools Employee Experience Customers Customer Experience 483

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. 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.

e-support 507

e-support Innovation Customer Centricity Loyalty 507

ShepHyken

JANUARY 11, 2023

And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Most businesses today use technology to meet their customers’ needs. Do we invest in technology and processes that make it easy for employees? .

Employee Experience 134

Employee Experience Customer Experience Self Service Call Center Experience 134

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Thanks to the advancement in technology there are plenty of ways to monitor employee engagement and track employee satisfaction; employee engagement apps, HR software and Intranets to name a few.

Employee Experience 135

Employee Experience Customer Service Customer Experience Employee Engagement 135

InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees.

Company 397

Company B2C Employee Experience Culture 397

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 443

Customer Experience Innovation Employee Experience Customers 443

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 427

B2B Customer Experience Employee Experience Customers 427

Kayako

SEPTEMBER 28, 2022

In today’s fluid job market, it’s essential to have quality customer service for internal audiences to retain your best employees and help them perform at their best. Fortunately, technology is transforming tools, such as help desk software, to provide excellent support to external and internal customers.

Technology 156

Technology Self Service Tips Customer Service 156

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. It has been called The Great Resignation, The Big Quit, and other names to describe what seemed like a mass exodus of employees. That will be a major focus in 2023 (and beyond).

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

InMoment XI

AUGUST 17, 2023

They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success. Regularly Seek and Act on Feedback: Create mechanisms for employees to provide feedback and suggestions for improvement. Take The Lead!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

InMoment XI

DECEMBER 1, 2022

But when it comes to your business, there are simply some moments that matter more, to your customer, employees, and beyond. What Is Experience Improvement (XI)? Data, Technology, and Human Expertise. The Forrester Wave says, “InMoment is a good fit for organizations looking for a ROI-focused technology and services partner.”

Self Service 370

Self Service Analytics Automotive ROI 370

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

ShepHyken

JUNE 5, 2023

Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. Companies have over-pivoted the customer experience at the expense of all else. 54% of the C-Suite believe that the technology their employees use is effective for them to do their job.

Employee Experience 97

Employee Experience Net Promoter Score NPS Retail 97

ECXO

JANUARY 25, 2022

Ray leads the Thunderhead R&D team, responsible for our reputation for disruptive technology. Before Thunderhead, he was VP of Customer Experience at Pegasystems and VP of Engineering at Chordiant Software. He has extensive expertise in customer relationship management, customer decisions, and self-learning. Join ECXO today.

Customer Relationship Management 296

Customer Relationship Management Innovation Analytics Employee Experience 296

Think Customers

DECEMBER 16, 2022

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. The technology is important, but people are at the heart of all interactions.

Employee Experience 96

Employee Experience Engagement Brands Employee Engagement 96

Doing CX Right

AUGUST 11, 2024

New research reveals surprising ways AI is transforming customer and employee experiences. The post The ROI of AI: New Research Shows the Impact on Customer and Employee Experiences appeared first on Doing CX Right. Are you curious about the ROI of AI? Read article and apply lessons.

ROI 105

ROI Employee Experience Customer Experience Customers 105

Storyminers

JANUARY 20, 2021

The leadersHum community of experts and thought leaders bring forth their expertise on a menagerie of topics within the human resource, employee experience , and technology space. These include HR Technologies , Leadership Development, Organizational Cultures, Recruitment and Hiring, Diversity and Inclusion, and many more.

Leadership 246

Leadership Culture Employee Experience Resources 246