Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. There’s always so much to learn!

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Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

Customer Bliss

JUNE 28, 2018

Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. After a personal encounter spending a few days each month in a hospital for two years, Vishal realized he wanted to serve in healthcare. Embed the Employee Experience.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

ShepHyken

MARCH 24, 2025

Why Every Business Should Borrow This Key Strategy from Subscription Services by Brad Olson (Entrepreneur Media) Subscription models are redefining the patient experience by focusing on access, personalization and seamless customer experiences offering powerful lessons for businesses across all sectors, including my own within healthcare at large.

Article 75

Article 2025 Customer Service Healthcare 75

SurveySparrow

NOVEMBER 21, 2020

A report from Achievers stated that only 19% of employees feel engaged in their organizations. So, here, we’ve we’ve given you five employee experience examples to show you how big companies are investing time in their employees. A poor employee experience can ripple your business for a lifetime.

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Employee Experience 2013 Feedback Engagement 59

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . The Employee Experience Directly Impacts Customer Experience.

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Hospitality Customer Experience Guest Experience Chief Customer Officer 162

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. It is essential to focus on employee satisfaction. . Employee experiences are connected to customer experiences.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

Northridge Group

MARCH 4, 2025

By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service leaders and front-line contact center agents.

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

ShepHyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. In fact, they are part of a complex, interconnected web.

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Engagement Employee Experience Contact Center Healthcare 131

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

Think Customers

JANUARY 11, 2021

Not that long ago, people had limited options when seeking healthcare: they went to their primary care doctor or, for more emergent needs, the local hospital. But these days, patients have a growing number of additional options: walk-in care centers, clinics located within retail pharmacies – even Amazon has entered the healthcare landscape.

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Healthcare Hospitality Webinar Omnichannel 52

ShepHyken

NOVEMBER 6, 2023

Feedback devices can be especially beneficial for retail, healthcare, and industries where customer experience directly impacts revenue. ” “Employee experience reflects the customer experience. ” “For business owners, it is vital to react as quickly as possible to customer issues.

Customer Satisfaction 141

Customer Satisfaction Retail Healthcare Feedback 141

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 195

ROI 2023 Events Insurance 195

CSM Magazine

MARCH 28, 2025

This becomes much more salient for the fintech, healthcare and e-commerce industries that have personal data and transactions that require stringent cross-border data protection. With proper pre-education, employees experience smoother transitions and higher service team adoption rates.

Customer Service 52

Customer Service E Commerce 2025 2024 52

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

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2023 Contact Center Leadership Hospitality 207

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS). out of 100.

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Healthcare Net Promoter Score Average Handle Time Insurance 59

SMG CX

AUGUST 27, 2020

Following the initial limited-services phase of the pandemic, healthcare providers and patients are still settling into a new normal.

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Healthcare Employee Experience Management Engagement 52

Customer Bliss

APRIL 11, 2018

If you look back on your career journey, do you recognize specific skills and experiences that paved the way for you to succeed in your current role? Her stint in human resources gave her insight to the importance of the candidate experience. This newsletter included a social events calendar, changes in a clinic, etc.

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Customer Experience Healthcare Events Hospitality 135

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. That’s human nature.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

InMoment XI

FEBRUARY 1, 2024

This aspect is crucial for highly-regulated businesses in industries like finance, healthcare, and telecommunications. Why Spotlight is Essential for All Businesses Enhancing Experiences: Tailoring Strategies for Satisfaction and Loyalty Spotlight significantly enhances customer and employee experiences.

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Social Media Metrics Insights Telecommunications 195

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

That’s where a Customer Experience Mission can help. I worked with a manufacturer who provided complex parts for large machinery, including healthcare devices like MRI machines as well as parts that go into rockets and other spacecraft. Rockets! ). Their corporate vision was fine, if lackluster, and focused on the products.

Airlines 214

Airlines Brands Hotels Apparel 214

SurveyGizmo

JUNE 19, 2018

What really is employee engagement? As the healthcare industry becomes increasingly competitive, it is imperative for healthcare organizations to invest in their patient, employee, and brand experiences. Why is successful employee engagement so important in healthcare? will need to hire 2.3

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Healthcare Engagement 2010 2025 49

Customer Bliss

MAY 10, 2019

Internally, Scott explains that they’re spending more time improving the employee experience. In some DHL centers where they have more space, they’ve created town halls, personal experience corners, and innovation corners. Don’t underestimate the value of social media and get left behind when it comes to business growth.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media 2013 31

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see sessions for healthcare organizations at X4. Take a deep dive into XM in healthcare. Take an XM deep-dive into Healthcare. See what’s new in Experience Management. Register Now.

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Healthcare 2020 Leadership Events 32

TechSee

JANUARY 25, 2023

He leads the business unit dedicated to supporting and strengthening field service organizations, enabling them to deliver outstanding customer and employee experiences. With approximately 14,000 employees, the Services and Solutions organization is at the core of Philips’ transformation into a solution provider in health technology.

2023 41

2023 Management Automotive Leadership 41

Experience Investigators by 360Connext

FEBRUARY 11, 2020

Successful organizations adopt this attitude when it comes to customer experience and the training required to really make it part of their DNA. . It’s about a mix of training for key moments in the employee experience, role-specific educational goals and strategies, and ongoing learning to adapt to changing environments.

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Customer Experience Customers Employee Experience Hospitality 125

InMoment XI

NOVEMBER 15, 2023

Improved Employee Productivity: Employee experience is closely tied to customer experience. By using analytics to identify areas where employees may need additional training or support, businesses can enhance employee productivity and efficiency.

Insights 243

Insights E Commerce Customer Experience E-support 243

Qualtrics

MAY 9, 2019

By offering the right perks, you’re saving money on underutilized benefits, and creating a better employee experience. According to a study by LinkedIn , employees actually care more about healthcare coverage, PTO, and flexibility than other perks. Qualtrics can help you find employee experience breakthroughs.

Employee Experience 40

Employee Experience Leadership Culture Innovation 40

Qualtrics

MARCH 20, 2020

To provide the care patients need during the COVID-19 outbreak, healthcare workers need increased support and resources to perform their jobs and keep healthcare systems running at peak performance. Keeping healthcare supplied stocked. Healthcare workers find themselves under unprecedented demand and stress during this time.

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Healthcare Leadership Connections Feedback 34

West Monroe

OCTOBER 3, 2023

Importantly, adding these capabilities can improve the employee experience by giving existing workers exciting new tools and insights that can help them do their jobs better—as well as new avenues for growth, advancement, and skill development. In other words, when the company does well, so will its employees.

Employee Experience 52

Employee Experience Government 2023 Healthcare 52

Forrester's Customer Insights

FEBRUARY 21, 2024

Healthcare organizations (HCOs) are navigating turbulent waters as they confront long-standing industry challenges and broad economic currents. In two new reports on healthcare trends, we explore how HCOs can weather the storm and overcome these challenges. The convergence of these factors tests HCOs’ adaptability and resilience.

Healthcare 50

Healthcare 2024 Employee Experience Customer Experience 50

SurveyGizmo

JULY 23, 2018

Exceptional employee and consumer experiences must remain among the top priorities for organizations because they are not only equally important for the organization’s competitiveness but also are dependent on each other. One experience cannot be truly successful without the success of the other.

Healthcare 63

Healthcare Culture Employee Experience Competitive Advantage 63

Comm100

JANUARY 11, 2023

Healthcare: 10%. Automation becomes a win for companies focusing on employee experience. An example of this is the automation of appointment reminders for patients in the healthcare industry. Missed appointments currently cost the healthcare industry an incredible $150 billion annually. Travel: 16%. Education: 14%.

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2023 Customer Service Return on Investment Healthcare 98

Qualtrics

DECEMBER 6, 2021

Today, we are excited to share that we have acquired SurveyVitals, a 20-year healthcare experience and analytics expert that is helping organizations deliver incredible patient experiences at scale. . The company is trusted by more than 350 healthcare organizations and 16,000 clinicians around the world, including U.S.

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Healthcare Hospitality Employee Experience Omnichannel 26

Qualtrics

AUGUST 6, 2021

It’s intuitive, the employee experience is both rapidly changing and hyper-local. In other words, each interaction on a personal level has an impact on whether your current experience is positive or negative. Understand every healthcare experience that matters. What does this look like in practice? Learn More.

Healthcare 26

Healthcare Employee Experience Metrics Connections 26

Experience Investigators by 360Connext

JUNE 30, 2020

Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard. The absence of an in-person customer experience channel was disruptive to supply chains, the employee experience, and meeting customer expectations. Large brands were not immune.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JUNE 30, 2020

Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard. The absence of an in-person customer experience channel was disruptive to supply chains, the employee experience, and meeting customer expectations. Large brands were not immune.

2020 143

2020 Events Customer Journey Brands 143

CSM Magazine

MAY 14, 2024

Avaya’s innovation roadmap includes using AI and analytics to orchestrate exceptional customer journeys by harnessing data from interactions across multiple vendor touchpoints and applications, and using these to intelligently streamline customer experiences, drive efficiency, and deliver superior outcomes.

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Healthcare Innovation Employee Experience Customer Journey 52