ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? Be a customer of your own business.

Magazine 83

Magazine Employee Experience Exceptional Customer Service Customer Retention 83

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Article 86

Article Loyalty Programs Customer Service 2024 86

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 Magazine 83

CSM Magazine

MAY 12, 2023

Tony Smith, contact centre and employee experience expert, IR Contact centres must provide exceptional customer experience (CX) – and technology, such as AI and chatbots, is playing a key role in transforming that experience. About the Author Tony Smith is contact centre and employee experience expert at IR.

Employee Experience 52

Employee Experience Customer Experience Customer Journey Customers 52

ShepHyken

JULY 25, 2022

They also need to think about employees. A good employee experience (EX) supports and enhances customer experience (CX) in many ways. My Comment: If you want a good customer experience (CX), the company needs to create a good employee experience (EX). Quite a bit.

Article 14

Article 2022 Customer Service Magazine 14

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.

Employee Experience 52

Employee Experience 2024 Events Connections 52

ShepHyken

APRIL 10, 2023

Engaged Employees Create Better Customer Experiences by Denise Lee Yohn (Harvard Business Review) It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two. Here’s what they said.

Article 12

Article Customer Service Magazine 2023 12

Experience Investigators by 360Connext

OCTOBER 13, 2020

The foundation of customer experience success includes proactive steps like creating a Customer Experience Mission , defining your Customer Experience Success Statement , and following best practices around customer experience governance. There are a lot of things to think about when it comes to customer experience.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

ShepHyken

NOVEMBER 29, 2021

Increase Employee Retention With These 4 Tips by David Finkel. Magazine) Employee turnover is always a stressful situation. For many businesses it can take months or even years to recover from losing a key team member, especially if you struggle with hiring and onboarding employees. Take care of employees and they stay.

2021 91

2021 Article Customer Service 2022 91

PeopleMetrics

JUNE 16, 2015

The majority of participants (82%) believe that their companies do a good job of recognizing employees for all that they do in service of the customer experience. 7 in 10 say that the company shares customer feedback with employees. Image Credits: Ascent Magazine Atos. What The Numbers Imply. Atos , CC BY-SA 2.0.

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

Daniel Group

JUNE 25, 2024

So there was a need to look for an additional way to have a strategic reason for customers to buy from you, and one of those things became customer experience. So why the interest in customer experience? So it’s it’s really important to have some way of infusing the human into that customer experience in almost all cases.

B2B 105

B2B Magazine 2023 Innovation 105

Talkdesk

SEPTEMBER 22, 2015

Why Encouraging Your Customers to Complain Will Improve Your Customer Experience. Adrian Swinscoe wrote a post this week for Forbes magazine detailing the reasons why companies should request feedback, even negative, from customers. 5 Reasons Great Employee Experience Leads to Great Customer Experience.

Tourism 64

Tourism Magazine Call Center Poor Customer Service 64

CSM Magazine

MAY 13, 2021

ControlUp’s employee experience platform gives IT departments the best view available into the performance and latency of local networks and Wi-Fi to monitor and optimize the employee’s digital experience, even from home. This new capability helps us deliver a best-in-class digital experience for all our customers.”.

Employee Experience 59

Employee Experience Connections Metrics Measurement 59

CSM Magazine

APRIL 10, 2025

Features of the Integration The expanded partnership positions 3CLogic and Glidefast to optimize customer and employee experiences with a suite of advanced features, including: Intelligent Voice AI : Deliver smarter, more responsive customer interactions through AI-powered personalization.

Contact Center 59

Contact Center Consulting Innovation Interaction 59

ijgolding

NOVEMBER 22, 2016

The better able a business is to create that balance, the more likely it is that it will not just deliver a better customer experience – it will also deliver a better employee experience. A customer centric business talks about customer experience regularly – not just once a month or once a year – but all the time.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Webinar 52

Webinar Technology Customer Service Magazine 52

CSM Magazine

MARCH 2, 2022

And how are you working with other departments to deliver the best possible customer experience? How is your organisation transforming employee experience, and how is this positively impacting your service experiences? How important a role does data play in providing world-class customer service & experience?

Customer Experience 52

Customer Experience Magazine 2022 Customer Centricity 52

ShepHyken

APRIL 16, 2023

How to Incentivize Customer Loyalty in 2023 by BOSS Editorial (BOSS Magazine) Despite having an abundance of options, customers still generally prefer to give their money to the same handful of brands. Employee Experience (EX) is the foundation of this, so we asked our Consultants Panel what it takes to get EX right.

Article 10

Article 2023 Customer Service Magazine 10

ShepHyken

DECEMBER 3, 2023

Why Your Company Needs a Comprehensive Employee and Customer Experience Plan by Kent Lewis (Inc. Magazine) The EX/CX Evangelist would develop and manage an integrated plan to ensure employees are encouraged and empowered to execute a first-class mindset, resulting in extraordinary customer experiences.

Article 64

Article Customer Service 2023 Loyalty Programs 64

Qualtrics

JUNE 17, 2020

We know it instinctively, but the facts back it up: the employee experience (EX) is bettered by inclusion and diversity. She’sthe co-founder of Delivering Happiness, an organization focused on helping companies improve their culture to improve employee experience. Janet Ikpa. Fields Jackson.

Magazine 61

Magazine Culture Leadership Employee Experience 61

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For the employee experience, tool selection for the modern world of work is equally important.

Employee Experience 98

Employee Experience Omnichannel Rewards Programs Touchpoint 98

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Magazine 52

Magazine Employee Experience Leadership Books 52

Customer Guru

AUGUST 21, 2018

Learning his way through experience, Michel is a renowned customer and employee experience keynote speaker. Michel’s energy is infectious and his views on customer experience an eye opener. He has worked with and coached senior managers at leading brands in North America.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

CSM Magazine

DECEMBER 1, 2021

Who can forget that iconic front cover of TIME Magazine in May 2013 that screamed ‘Me, me, me generation – lazy, entitled narcissists?’ Similarly, Generation Z employees want to acquire many different types of skills that are often hindered by a traditional ‘cookie-cutter’ employee experience.

Magazine 64

Magazine 2013 2015 2021 64

CSM Magazine

OCTOBER 30, 2024

Freshworks has introduced the Freddy AI Agent, aimed at enhancing customer and employee experiences by resolving service requests. Freddy AI is an autonomous service agent that can be quickly deployed to assist customer support and IT teams in resolving a significant portion of service requests independently.

2028 52

2028 Innovation Banking Document 52

Natalie Petouhof

AUGUST 31, 2022

Listening from the other person’s point of view and putting yourself in the shoes of your customers and employees is the key to better human connection and success. Natalie is a Senior Customer Experience Strategist and Business Consultant at Genesys®. We just need to understand what we are optimizing for and why.

Magazine 52

Magazine Entertainment Consulting Customer Centricity 52

CSM Magazine

MARCH 28, 2025

With proper pre-education, employees experience smoother transitions and higher service team adoption rates. Along with trading, OKX offers training materials like tutorial videos and aides that explain blockchain terminology and other intricate concepts. Such materials can be utilized in-house for proactive skill development.

Customer Service 52

Customer Service E Commerce 2025 2024 52

customer sure

JANUARY 10, 2024

This is an interesting, much-debated topic that our CEO, Guy Letts, shared his views on with 360 Magazine recently. Ignoring Employee Experience An organisation’s customer experience is closely linked to the experience its employees have.

Customer Experience 62

Customer Experience Net Promoter Score Social Media Omnichannel 62

Strativity

FEBRUARY 14, 2017

the world’s leading customer experience consultancy, proudly announced today that the firm was named to Consulting Magazine’s 2017 Seven Small Jewels ranking. Each February, Consulting magazine shines a light on smaller firms that are shaking up the profession from the bottom up.

2017 40

2017 Consulting Magazine Customer Experience Design 40

Russel Lolacher

MARCH 20, 2023

Her thoughts and work have been featured in Huffington Post, New York Magazine, Buzzfeed and O – The Oprah Magazine. What’s your best or worst employee experience, Lauren? This is not pretty much the example you gave of a bad employee experience. Her motto: Let’s make work less shitty for each other.

Culture 98

Culture Magazine Employee Experience Engagement 98

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. You can find those stories here.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

CSM Magazine

JUNE 7, 2023

In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience. Omnichannel Customer Service. What does it mean?

Omnichannel 98

Omnichannel Customer Service E Commerce Social Media 98

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. You can find those stories here.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySparrow

APRIL 3, 2021

To Give The Best Employee Experience. Your employees would work towards your company’s growth if you, as a leader, work towards theirs. Timely training sessions would help you do that while giving them the experience that keeps them satisfied. Let’s start then. . And this amount was spent in just 2018.

Seminar 52

Seminar 2021 Employee Experience Culture 52

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.

Healthcare 52

Healthcare Innovation Employee Experience Customer Journey 52

C Space

NOVEMBER 21, 2019

It’s obvious that customer expectation has to inform the customer experience. The challenge is that in reality the customer experience exists just as much in decision-making around the supply chain, the corporate culture and the employee experience as anywhere else. CUSTOMERS AS DISRUPTORS. In Print: Our best thinking.

Net Promoter Score 66

Net Promoter Score Culture Retail Insights 66