BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. One of his recent podcasts with the CEO from Avaya digs into the role of employee experience—a topic we believe should always be top of mind as the contact center evolves. After all, happy employees create happy customers.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

ShepHyken

JANUARY 3, 2024

What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Here are my top predictions for 2024. So, here are my top predictions for 2024. The employee experience (EX) drives a better customer experience (CX).

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2024 Customer Service Workshop Customer Service Training 101

ShepHyken

JANUARY 2, 2024

They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience.

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2024 Customer Experience Competitive Advantage B2C 93

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! So, let us guide you through the best B2B NPS software options of 2024. In 2024, NPS remains an essential metric for businesses of all sizes. Medallia Description : Medallia is an enterprise-oriented tool for managing customer and employee experiences.

NPS 101

NPS B2B 2024 Net Promoter Score 101

ShepHyken

AUGUST 4, 2024

Customer experience matters, too — particularly when it comes to return policies. My Comment: Easy and hassle-free returns are part of customer experience. Our 2024 CX research (sponsored by RingCentral ) found that a friendly return policy is one of the top five reasons customers come back.

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2024 Article Customer Service Airlines 83

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. The next step is loyal repeat business.

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2024 Article Customer Service Government 86

ShepHyken

SEPTEMBER 30, 2024

My Comment: Tomorrow (October 1, 2024) is CX Day. Our friend Lynn Hunsaker shares an article about this year’s theme: Good CX delivers better outcomes for customers, employees, and organizations. The author of this article shares ten ideas to motivate employees.

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2024 Article Customer Service Definition 83

ShepHyken

JUNE 30, 2024

Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.” And third, focus on the EX (Employee Experience) as much as your CX.

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2024 Article Customer Service Retail 83

CSM Magazine

MARCH 28, 2025

The 2024 digital marketing trends study by Deloitte noted greater customer application experimentation leveraging blockchain, albeit at different adoption rates per industry. Due to Solanas low latency and reliably high throughput, it is well-positioned to deliver these experiences.

Customer Service 52

Customer Service E Commerce 2025 2024 52

ShepHyken

OCTOBER 1, 2024

This special week was created in the 1980s when the International Customer Service Association suggested that organizations should recognize the employees who create the experience that gets customers to say, “I’ll be back.”

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2024 Customer Service Workshop Customer Service Training 93

eglobalis

SEPTEMBER 19, 2024

Going all in: Why employee ‘will’ can make or break transformations. Retrieved from [link] Empowering Employees to Drive CX Innovation: A Comprehensive Path to Success and Growth.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

CSM Magazine

MAY 9, 2024

ServiceNow and Genesys have announced a strategic partnership at the Knowledge 2024 event to enhance customer and employee experiences. The collaboration aims to integrate Genesys Cloud platform with ServiceNow Customer Service Management to offer a unified solution called: Unified Experience from Genesys and ServiceNow.

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Employee Experience 2024 Events Connections 52

CX University

DECEMBER 16, 2024

Golden Rule 5: Happy and Engaged Employees Fuel Experiences Research and practice-based evidence demonstrates that an engaged and happy employee population has a very positive impact on customer experiences and financial performance. The operating margins for companies with engaged employees are 2.7

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Customer Journey Mapping 2024 Culture Innovation 52

ShepHyken

JULY 15, 2024

In fact, when focused on providing a good employee experience (EX), some organizations saw an immediate return on investment (ROI) of up to 150%. My Comment: If you’ve been following me, you know I’m a huge believer that a strong EX (Employee Experience) is what fuels a strong CX.

Article 83

Article Customer Service 2024 Return on Investment 83

Feedbackly

APRIL 18, 2024

An excellent customer experience is often a result of excellent employee experience. After all, it’s not easy to keep your customers happy without the contribution of your employees. Companies blossom when they make their employees feel appreciated. What Is Employee Experience?

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Employee Experience Customer Experience Financial 2024 52

ShepHyken

AUGUST 25, 2024

How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience. Any organization who abides by this philosophy is rewarded with employee retention and repeat business. The concept is simple to follow.

Article 86

Article Customer Service 2024 Customer Centricity 86

Daniel Group

DECEMBER 13, 2023

Customer Experience and Employee Experience — Both Matter in Your Company Customer experience is the word you hear a lot these days. The main reason is that customers want great experiences when they buy. Some companies overlook the importance of employee experiences to making CX successful.

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Employee Experience Customer Experience 2024 Culture 52

Feedbackly

JANUARY 23, 2024

Let’s take a look at the top 5 CX trends in 2024! Emotional Experience as the Driving Factor With the growth in digital marketing and e-commerce stores, the competition is only going to get intense for businesses, and striving in the field boils down to understanding your customers’ needs and emotions. What factors will influence it?

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2024 Customer Experience E Commerce E-support 52

ShepHyken

AUGUST 11, 2024

My Comment: What happens inside an organization drives the customer experience on the outside. In other words, the EX (employee experience) impacts the CX. When integrating AI, used the right way, the experience is elevated, and BG (Business Growth) becomes possible. And you can’t ignore how AI is impacting business.

Article 86

Article Customer Service Loyalty Programs 2024 86

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about. Do You Want a Better Customer Experience in 2024?

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Article 2024 Customer Service 2023 68

Think Customers

FEBRUARY 13, 2024

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. This mindset highlights the need to balance AI deployment with humans, to use AI as an enabler that helps contact center associates perform better and improve the experience.

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2024 Contact Center Webinar 2023 52

ShepHyken

SEPTEMBER 15, 2024

The authors write, “Employees are the heart of any organization, and that goes for customer experience strategy, too.” ” That’s where CX begins: with the employee experience. In addition to strategy, you also need tactics, and this article has that as well.

Article 86

Article Loyalty Programs Customer Service 2024 86

ShepHyken

JULY 7, 2024

A strong EX (Employee Experience) drives a strong CX. My Comment: The first idea this article shares is something I’ve been preaching for years: If you want to improve your customer journey, invest in your team. I love the second idea, which is to remove customer anxiety. There’s a third idea that’s a good one, too.

Article 83

Article Customer Service 2024 Workshop 83

Feedbackly

MARCH 28, 2024

In the EU-funded EU Music 360 study, the effects of music on customer and employee experience in the retail sector in Finland are being investigated. The research began in February 2024 and will continue until the end of April. Results regarding the influence of different playlists will be available during spring 2024.

Feedback 105

Feedback 2024 Retail Employee Experience 105

SurveySensum

DECEMBER 24, 2024

Source: G2 review, Oct 08, 2024 2. Source: G2 review, Oct 08, 2024 3. Source: G2 review, Sep 01, 2024 4. Source: G2 review, Oct 02, 2024 5. Source: G2 review, Oct 02, 2024 5. Read more on the top 13 Jotfrom alternatives and competitors in 2024! The summary of the responses is not easy to understand.

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2025 Multi-Channel 2024 NPS 52

Retently

MARCH 26, 2024

Instead, it encourages gathering as much feedback as needed to get a complete view of customer and employee experiences without worrying about increased costs. The post Navigating 7 Qualtrics Alternatives: Find Your Survey Companion in 2024 appeared first on Retently.

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2024 Multi-Channel NPS Feedback 78

ShepHyken

JUNE 23, 2024

And in point number four, she reminds us that a great customer experience requires a great employee experience. 7 Ways Generative AI Can Drive Innovation in CX Strategies by Foundever (Foundever) Companies are continually searching for innovative ways to enhance their customer experience (CX) strategies.

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Article Customer Service 2024 Loyalty Programs 70

SurveySensum

NOVEMBER 9, 2023

In any organization, the leading factor for the quality of the customer experience is the employee. These are the people who create the product, organize the process, and deliver the experience to the users. If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees.

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2024 Management Customer Experience Feedback 52

ShepHyken

OCTOBER 1, 2023

Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other. What an honor. Thank you, Chalmers Brown, for including me.

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Article Customer Service 2023 Contact Center 70

SurveySensum

FEBRUARY 14, 2024

Having the right tool is essential as it enables effective collection and utilization of employee feedback, turning it into actionable insights for exceptional employee experience that directly impacts business growth. You’re looking for the best employee experience tools to gather this priceless feedback.

Feedback 52

Feedback 2024 Culture Demo 52

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. Now, you need an efficient employee feedback tool like SurveySensum to get this job done for you!

Feedback 52

Feedback 2024 Demo Social Media 52

SurveySensum

FEBRUARY 2, 2024

So, what are these customer engagement indicators that you need to measure in 2024? 5 Customer Engagement Metrics to Watch Out for in 2024 1. – Because these metrics serve as the compass guiding your business toward understanding, measuring, and enhancing interactions with your customers. Overall Customer Engagement Metrics 1.

Metrics 52

Metrics 2024 Customer Engagement Engagement 52

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.

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2024 Employee Experience Blog Article 52

SurveySensum

JULY 2, 2024

10 Best Customer Feedback Tools in 2024 1. Designed for customer success and customer experience teams, it is used across different industries like B2B, SaaS , Telecom, etc. Best features Along with NPS, CSAT, and CES surveys, SurveySensum also helps users create surveys for product experience and employee experience.

Feedback 52

Feedback 2024 Multi-Channel NPS 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

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Sports Chief Customer Officer 2024 Customer Centricity 62

ShepHyken

DECEMBER 3, 2023

Central to this strategy is the creation of an exceptional employee experience program, incorporating the first-class mindset. The program would cultivate employees to provide the foundation and support for exceptional customer experience. million evaluations across more than 3,000 brands.

Article 64

Article Customer Service 2023 Loyalty Programs 64

Inbenta

DECEMBER 28, 2024

We were delighted to jointly win the 2024 award for Best Customer Engagement Programme in collaboration with our partners at Inbenta, which allowed us to celebrate our great working relationship. Explore Inbentas suite of AI-powered customer and employee experience products.

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Demo Banking Multi-Channel Net Promoter Score 52