Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? 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.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. Where Does the Data From Customer Experience Analysis Come From?

Insights 243

Insights E Commerce Customer Experience E-support 243

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

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. However, while these case studies can provide useful insights, they are often too narrow in focus.

Customer Experience 404

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 404

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.

B2C 397

B2C Employee Experience Culture B2B 397

InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement.

Apparel 372

Apparel Employee Experience NPS Feedback 372

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

InMoment XI

JANUARY 25, 2022

Culture is fundamental to an employee’s sense of purpose and belonging, so see whether that word is cropping up in feedback from current and former workers. Another element that’s key to employee satisfaction is the chance to make a difference for customers. Element 2: Customer-Focused Processes.

Engagement 397

Engagement Culture Document Employee Experience 397

Customer Bliss

FEBRUARY 23, 2018

Best Buy wanted to understand how to improve the employee experience, and started looking within. By understanding the retail user experience, and rethinking how to train employees to make them more efficient in their jobs, Best Buy has been able to invest in support for both customer and product interaction.

Employee Experience 165

Employee Experience Retail Financial Sales 165

InMoment XI

MARCH 4, 2022

Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line. Once a targeted survey has collected the desired data, a top-notch Experience Improvement platform mines that data using advanced analytics to uncover actionable insights.

Customer Experience 417

Customer Experience Touchpoint Employee Experience Customers 417

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 Service Net Promoter Score 2021 128

InMoment XI

JANUARY 18, 2022

The “2022 Experience Trends Report: Four Trends That Are Changing Customer & Employee Experiences This Year” just dropped, and we wanted to give you a sneak peek! About the 2022 Experience Trends Report. Emerging internal and external personas: What will emerging customers and employees look like?

2022 370

2022 Measurement Entertainment Hospitality 370

Customer Bliss

MARCH 21, 2019

One who leads with a vision and principles that can transform both employee and customer experience? Horst definitely knows a thing or two about creating excellent customer service and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

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

InMoment XI

OCTOBER 5, 2023

Improve Contact Center Experience Step #2: Explore Customer Issues to Create Self-Serve Content Utilizing customer feedback to guide them toward solutions is a valuable practice, but it’s only one part of the equation. 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

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

Talkdesk

MAY 21, 2020

This simple insight helps quantify why leading organizations around the world are seriously invested in ensuring their employees are happy, motivated and empowered to succeed. Employee engagement is absolutely critical to meeting and exceeding their organizational goals.

Employee Experience 109

Employee Experience Engagement Contact Center Management 109

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Employee Experience. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. It is impossible to design an experience for people if you have no idea about their needs, wants, expectations, behaviors, and pain points.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

JANUARY 5, 2022

You were sure to communicate when the actions made an impact on the customer experience, and closed the loop inside the organization so leaders saw the connections between their actions. You asked leaders for ideas and insights and feedback to improve the customer experience. Finally, you report your results. .

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

InMoment XI

AUGUST 17, 2023

Get Customer Feedback: By capturing feedback on the customer service experience, companies can gain insights into their strengths and weaknesses, enabling them to make targeted improvements and enhance overall customer satisfaction.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction Roadmap 370

InMoment XI

OCTOBER 20, 2022

EMEA customer experience experts from Brakes, Solus, BD Medical, and NatWest all noted the importance of building an internal culture within your company to educate your employees on the importance of putting the customer first. Frontline employees need strategic communication.

Customer Experience 397

Customer Experience Culture Workshop Events 397

InMoment XI

SEPTEMBER 20, 2024

Capturing genuine and actionable feedback from customers and employees can be a challenge, especially when traditional surveys feel long, tedious, and uninspiring. Many organizations struggle with vague, short responses that offer little insight, leaving them chasing scores rather than focusing on meaningful improvements.

Feedback 195

Feedback Employee Experience Insights Engagement 195

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. The best CES tools are like your trusty sidekick reliable, efficient, and ready to deliver insights when you need them most. With these insights, you can address the problem before it escalates into a flood of complaints.

Measurement 115

Measurement Effort Score Multi-Channel Net Promoter Score 115

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

Customer Bliss

JULY 19, 2019

He had some customers share their experience via video, and it was extremely eye-opening. Daniel reminds us that even your best customers have some suggestions for improvement and can give you specific insights regarding how certain behaviors impact the business. Daniel Coullet, @PTC Click To Tweet. Daniel Coullet, @PTC Click To Tweet.

Employee Experience 160

Employee Experience Customer Success Presentation Travel 160

CX Accelerator

OCTOBER 7, 2019

How will you analyze and interpret results to gain insights and uncover trends?How The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

The DiJulius Group

NOVEMBER 1, 2024

The leading organizations worldwide and in every industry focus on creating a world-class customer and employee experience. Those insights now form the heart of our proven methodology. Read Full Article The post Your Blueprint for World-Class Customer and Employee Experiences appeared first on The DiJulius Group.

Employee Experience 97

Employee Experience Consulting Article Customers 97

InMoment XI

DECEMBER 19, 2022

Strong and insightful surveys help businesses understand what they are getting right and where they need improvement. Engage your audience at the right time to gain critical insights that will help you move your organization from experience monitoring to experience transformation. How will I act on this feedback?

Touchpoint 370

Touchpoint Feedback Workshop Customer Journey 370

InMoment XI

APRIL 5, 2022

What is the future for employee and customer experience trends in banks, wealth advisory firms, and credit unions? Through our dedicated Strategic Insights Team, we collected data from bank, wealth advisor, and credit union consumers and employees across North America.

Banking 221

Banking 2022 Customer Experience Financial 221

eglobalis

SEPTEMBER 16, 2024

This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels. At the local level , mapping the customer journey requires gathering insights directly from local teams.

B2B 329

B2B Customer Experience Customer Centricity Omnichannel 329

InMoment XI

DECEMBER 23, 2021

Now it’s time to leverage analytics to get to the actionable insights in your data. Text analytics are vital to your brand’s ability to understand your customer and employee experiences. In our experience, we’ve found that the hardest step for programs to conquer is going from insights to action—and therefore, to transformation.

2022 397

2022 Customer Experience Feedback Brands 397

Experience Investigators by 360Connext

JANUARY 7, 2025

However, a quick word of advice: Any metric can give you some insight into your success, but no metric is worth your sole attention. Setting Clear and Actionable Customer Experience Goals Are your customer experience goals too vague or reactive? Each of the above examples includes CX metrics you may choose to track.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InMoment XI

JULY 12, 2022

There’s no one specific type of information, insight, or data that supports frontline employees across all industries, but there are several high-level principles that brands can bear in mind when determining what those employees need to know. The Frontline Insights Universe.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

Experience Investigators by 360Connext

JUNE 4, 2024

Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators’ Director of Business Development. We also examine the employee experience and customer experience link.

2024 265

2024 Customer Centricity Culture Employee Experience 265

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Employee experience (EX) is customer experience!". Prioritizing the employee experience. Customer service as a differentiator. ,

Books 266

Books Magazine Return on Investment Culture 266