Qualtrics

DECEMBER 2, 2019

When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long been focused on improving patient experience. Does improved employee engagement lead to improved patient experience?

Healthcare 26

Healthcare Hospitality Hospitality Innovation 26

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? Those question are: 1) Really?

Customer Experience 104

Customer Experience Customer Loyalty Innovation Customer Satisfaction 104

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” The study found that only about one in every three reps felt engaged in their work.

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Qualtrics

DECEMBER 2, 2019

When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long been focused on improving patient experience. Does improved employee engagement lead to improved patient experience?

Healthcare 20

Healthcare Hospitality Hospitality Innovation 20

Customer Think

AUGUST 19, 2021

This is the fourth post in a series titled “Customer Experience IS Team Member Experience.”. Earlier posts in this series looked at employee engagement’s research history, defined it in behavioral and attitudinal terms, and rev.

Customer Experience 52

Customer Experience 52

Futurelab

JULY 21, 2021

A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement. But does that improvement really happen? Linkedin Share Button.

246

246

Intercom, Inc.

MARCH 28, 2022

Second, expectations are rising for consumer-grade experiences. Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. That is, in order to stay competitive, businesses need to put customers first by creating engaging, personalized customer experiences.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Customer Think

FEBRUARY 4, 2024

Employee experience. Employee engagement. Employee retention. Candidate experience. Your employees should be your top priority, your hottest topic – right now. Employees should always be more first.) I’ve written many times about those topics in the past. Actually, always.

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105

Experience Investigators

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.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX?

Contact Center 246

Contact Center Education AI Start-ups 246

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Inside Customer Service

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. asked an employee as she approached Sally. In fact, if it wasn't for the name tag and the employees' offer to retrieve a pair of shoes in Sally's size, we might have easily mistaken the employee for another Dr. Martens fan.

Retail 260

Retail Social Media Finance Sales 260

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

Bill Quiseng

JANUARY 10, 2022

Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below. Even if bosses could hear, they would wear noise-canceling headphones, oblivious to the employees’ concerns and customer complaints.

Customer Loyalty 167

Customer Loyalty Customer Service Customer Experience 167

Shep Hyken

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. A virtuous cycle of employee engagement.

Healthcare 112

Healthcare Contact Center CX Innovation 112

Bill Quiseng

JANUARY 10, 2024

QUI QUOTES Reminders about Customers and Customer Service 15 QUI QUOTE Reminders about Leadership and Employee Engagement. QUI QUOTES Reminders about Leadership and Employee Engagement. No employee, intent on working, has ever started their first day by loudly proclaiming, “Here I am. Dissatisfy me now!”

Customer Service 97

Customer Service Social Media NPS Innovation 97

Qualtrics

DECEMBER 17, 2019

From software updates to hardware failures, bad IT experiences can be incredibly frustrating. Our latest study in conjunction with Microsoft shows just how impactful the technology experience is on the employee experience. 121% more likely to feel valued by their company as a result of their PC experience.

Technology 24

Technology Technology Start-ups 24

Customer Think

APRIL 3, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers.

Customer Experience 49

Customer Experience 49

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

Execs In The Know

MARCH 21, 2023

Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin to address what it means to engage associates and how that translates to seamless guest experiences, happier customers, and brand loyalty. More specifically, the employees do.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

Customer Think

MARCH 4, 2024

Employee engagement and customer satisfaction are intrinsically linked to the success of any business. Engaged employees who are motivated, committed, and dedicated play a crucial role in creating positive experiences for customers.

Customer Satisfaction 69

Customer Satisfaction 69

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experience to a completely virtual program – within three days. We all laughed. . They are: .

Gaming 253

Gaming Engineering Start-ups Sales 253

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Execs In The Know

FEBRUARY 6, 2024

In today’s fast-evolving business landscape, the emergence of the experience economy and digital transformation has significantly altered how organizations interact with their customers and employees. The Rise of the Experience Economy and Digital Transformation The early 2000s witnessed a paradigm shift in business strategies.

CX 102

CX Business Growth Technology Technology 102

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

1 to 1

JANUARY 27, 2014

Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement brandtrust employeeengagement trustabilty trustableairlines unitedairlines' I responded, "Let me guess--United Airlines.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 52

Customer Experience Customer Loyalty Customer Service 52

Shep Hyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Today, business leaders strive to understand their employees better and invest in strategies and solutions that augment their employee’s productivity to deliver valuable work.

CX 112

CX Technology Technology Omnichannel 112

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like?

CX 64

CX Technology Technology Construction 64

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

SurveySensum

FEBRUARY 15, 2024

Also, b usinesses that prioritize employee engagement experience a remarkable 89% increase in customer satisfaction. But what exactly is employee engagement , you ask? But here’s the million-dollar question: how to gauge employee engagement? employee satisfaction.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Sales Customer Experience 52

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. So, as an organization, would you want your employees to leave just for these reasons? Happy employees stick around!

Net Promoter Score 52

Net Promoter Score Innovation Start-ups Construction 52

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. This scenario underscores the critical link between employee satisfaction and overall organizational success. Well, it is!

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

CSAT.AI

NOVEMBER 2, 2022

No longer silently taking poor treatment, employees and customers pushed back: employees via the Great Resignation, and customers with changing brand loyalty. This McKinsey article gives an example of a company who increased pay by 15% with no improvement in employee churn. EX: Employee Effort. The proof is in the data.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

DMG Consulting

FEBRUARY 19, 2024

Cultivating Employee Satisfaction and Engagement View this article on the publisher’s website Employee satisfaction/engagement has decreased tremendously in the past few years. Many recent employee job satisfaction studies reflect a growing level of unhappiness among the U.S. and many other countries.

Contact Center 48

Contact Center Sales Customer Service 48