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 Net Promoter Score Customer Journey Mapping 260

GetFeedback

SEPTEMBER 6, 2018

Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead.

Employee Experience 150

Employee Experience Connections Customer Experience Customers 150

GetFeedback

SEPTEMBER 6, 2018

Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead.

Employee Experience 150

Employee Experience Connections Customer Experience Customers 150

InMoment XI

MAY 24, 2022

It is as true with employee experience (EX) improvement. There is a clear path to greater employee experience maturity and employee insights success, with a map and signposts to aid the guide. 4 Signposts on the Employee Experience Maturity Path Map . 1: Employee Satisfaction.

Employee Experience 221

Employee Experience Culture Financial Leadership 221

InMoment XI

APRIL 18, 2022

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? What Causes Employee Turnover?

Article 418

Article Employee Experience Culture Connections 418

InMoment XI

MARCH 2, 2022

And, just as customer behavior can range from high negativity/sabotage to high positivity/advocacy, so too can employee behavior. The goals for employees, then, are commitment and connected behavior, with advocacy as the highest state. Read our eBook on understanding the power of employee engagement.

Culture 195

Culture Connections Leadership Consulting 195

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

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. Some of the ways they’re connected are more obvious than others.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

InMoment XI

FEBRUARY 25, 2022

And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today’s employees, I’m convinced they should both recognize and cultivate it. The EX/CX Connection.

B2C 397

B2C Employee Experience Culture B2B 397

Experience Investigators by 360Connext

MAY 5, 2020

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. Customer experience is directly connected to employee experience.

Employee Experience 143

Employee Experience 2020 Sports Connections 143

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.

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

InMoment XI

JANUARY 25, 2022

However, it’s well worth brands’ time to invest in both not just for the sake of retention, but also for creating bold, human connections with your customers that transcend individual interactions. How else can greater employee engagement improve your workplace, your brand, and your experiences?

Engagement 397

Engagement Culture Document Employee Experience 397

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk.

Connections 140

Connections Culture Metrics Employee Experience 140

CSM Magazine

DECEMBER 5, 2024

Verint has introduced a new CX/EX Scoring Bot in the Verint Open Platform, offering real-time insights on customer and employee experiences. The bot utilizes proprietary AI models to provide immediate feedback on customer experience, agent satisfaction, and emotional connections between customers and agents.

Employee Experience 52

Employee Experience Contact Center Customer Satisfaction Measurement 52

ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). 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). Follow on Twitter: @Hyken.

Employee Experience 130

Employee Experience Customer Experience Call Center Customer Service Training 130

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. I would be interested to hear your thoughts, and if you’d like to connect, feel free to do so here on LinkedIn.

Customer Experience 404

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 404

Experience Investigators by 360Connext

MAY 19, 2020

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. How does it connect to the overall mission and purpose of your organization?

Connections 143

Connections Seminar Employee Experience Touchpoint 143

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

PeopleMetrics

MAY 13, 2020

Your goal is still to positively influence (and hopefully inspire) your employees. People don’t just want connection now, they need it. PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. Topic: Employee Experience.

Employee Experience 116

Employee Experience Communication CEM 2001 116

Experience Investigators by 360Connext

AUGUST 27, 2019

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to learn… Digital Transformation!

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

Customer Bliss

JUNE 20, 2019

He went to numerous Y branches and spent half a day in uniform, checking people in at the front desk, walking around the pool deck with the lifeguard, and getting a feel for the employee experience on the ground. All of the things to help maximize the experience. Build Bridges to Connect With Your Team.

Employee Experience 128

Employee Experience Culture Customer Journey Mapping Customers 128

InMoment XI

OCTOBER 5, 2023

By turning employees from mere service providers into valued contributors to the customer-centric mission, brands can effectively transform detractors into enthusiastic promoters. Improve Contact Center Experience Step #4: Data Is a Gold Mine Your brand generates mountains of data every day.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

Experience Investigators by 360Connext

JANUARY 5, 2022

You also helped evangelize customer experience throughout the organization – way beyond those who considered themselves in customer-serving roles. You helped other leaders communicate how their team goals were connected to CX success. . Related Resource: [Article] Improve Employee Experience to Improve Customer Experience.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

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. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. What is the employee experience (EX)?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

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 Customer Experience Customer Journey Mapping Net Promoter Score 304

InMoment XI

MARCH 23, 2022

Additionally, when the pundits pushing this idea actually care to delve deeper, they insist that the challenges and perspectives brought about by the pandemic caused many employees to reconsider their positions, hence the current job market churn. ” A More Progressive Employee Experience Concept.

Brands 370

Brands Document Employee Experience Events 370

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? Effectively using technology to communicate improves work efficiency and connectivity.

Customer Experience 80

Customer Experience Banking Customer Satisfaction Culture 80

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots. Change Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

eglobalis

AUGUST 13, 2024

By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. The emotional connection is further strengthened by Apple’s customer-centric approach and consistent quality. Their campaigns focus on the product’s capabilities and the experience it offers.

E-support 481

E-support Innovation Customer Centricity Loyalty 481

Kerry Bodine

OCTOBER 11, 2021

Top ten winners in the large company category include: Peloton and Zoom , two companies known for their customer obsession (which, as a customer, I can personally attest to myself); Marketing software companies Adobe and Hubspot (which have both positioned themselves at providing customer experience solutions); and. I’ll be on the hunt.

2021 90

2021 Connections 2015 Employee Experience 90

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Every piece of customer communication is a chance to connect.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

ShepHyken

NOVEMBER 3, 2024

Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes. Connect with Shep on LinkedIn.

Article 68

Article 2024 Customer Service Loyalty Programs 68

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Strict time limits or quotas may discourage talented employees from taking on difficult tasks.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Culture 195

Culture 2006 Definition Employee Experience 195

GetFeedback

AUGUST 14, 2019

Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well. Connect with her: www.cx-journey.com

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Retently

JANUARY 13, 2025

This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not). Moreover, Retentlys survey editor makes it simple to create custom translations, ensuring you can connect with customers in their preferred language without restrictions.

Measurement 115

Measurement Effort Score Multi-Channel Net Promoter Score 115

InMoment XI

MAY 17, 2022

We dove into that in our recent 2022 Experience Trends Report (you can check out the full findings here ), but we’re going to quickly cover two of those things here for you today. What Do Employees Want from Their Employers? Supportive Culture Connection to Customer Experience. Employee Must Have #1: Supportive Culture.

2022 369

2022 Culture Connections Brands 369