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

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. So, what’s the silver bullet to this problem? — Employee surveys. The inevitable outcome?

Customer Service 52

Customer Service Net Promoter Score Customer Satisfaction Touchpoint 52

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.

CX 140

CX VOE Artificial Intelligence Voice of the Employee 140

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Do you want to uncover the real issues your employees are facing? Anonymous surveys are the answer! What is an Anonymous Feedback Tool? And empowers managers and HRs with relevant feedback to improve their products, services, or internal processes.

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

SurveySensum

AUGUST 25, 2023

What came first: the engaged employee, or the happy customer? Strangely, it’s often overlooked in businesses where employees interact a lot with customers. Strangely, it’s often overlooked in businesses where employees interact a lot with customers. We act, we react, often in response to how others behave.

Business Growth 52

Business Growth Customer Satisfaction Social Media Retail 52

Zendesk

JULY 13, 2022

One thing about employee experience is very clear: Workers don’t want to go back to the days of long commutes and uncomfortable pants. Instead of drawing a line in the sand , now is the time to bring your employees to the collaboration table and start problem-solving. What is employee experience?

Start-ups 98

Start-ups Sentiment Analysis Education CX 98

CX Accelerator

DECEMBER 31, 2018

What a fantastic question! Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Let them tell you what that looks like.Understand where it's coming from. "Hey,

Contact Center 244

Contact Center Sports Social Media Start-ups 244

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve your call center performance. But with the opportunity to grow comes with, well, growing pains.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

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. These events inspired a shift in key CX and EX KPI trends as companies struggle to manage shifting expectations on both sides. Money isn’t enough to make workers stay.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

SurveySensum

FEBRUARY 22, 2024

So, what will you do – you’ll start looking for better opportunities. 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. What is an Employee Experience Strategy?

Net Promoter Score 52

Net Promoter Score Innovation Start-ups Construction 52

SurveySensum

JANUARY 11, 2024

Well, guess what? Now, what’s the magic behind these numbers? It’s all about employee productivity. Why Employee Productivity Matters? Why Employee Productivity Matters? This efficiency means they have more time to focus on what really matters: the customer. Yes, you read it right.

Construction 52

Construction Social Media Start-ups Innovation 52

Intercom, Inc.

JUNE 9, 2020

With that comes the need for clear communication and open dialogue with customers and employees alike. Near-term issues of cash management for liquidity and solvency are clearly paramount. We asked what kinds of resiliency plans they’re developing, both for the current moment and in the future. In March, McKinsey & Co.

B2B 197

B2B E-commerce Legal Customer Retention 197

ECXO

SEPTEMBER 19, 2023

Article source: [link] Experience management will test your ability to adapt to a new AI reality. It’s impossible to deliver a consistent, differentiated CX without investing in the experience of the people designing and delivering that experience. As you sit down, you become your own integrated leverage tool.

CX 52

CX Innovation AI Technology 52

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. What’s a Business To Do? Consider adding pulse surveys to capture real-time feedback or to ask a probing question.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. What’s a Business To Do? Consider adding pulse surveys to capture real-time feedback or to ask a probing question.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Qualtrics

AUGUST 25, 2021

Increase employee retention at your organization with these six strategies from HR experts. This correlates with a recent study we conducted that revealed half of leaders and employees plan to look for a new job in the next year. And that it’s happening because employees feel burnt out, stressed, and want more growth opportunities.

Technology 49

Technology Technology Start-ups 49

Zendesk

OCTOBER 25, 2023

What is AI for employee experience? AI for employee experience means leveraging artificial intelligence technology to improve all aspects of the employee journey, including onboarding, performance, development, support from internal service teams, and access to information to perform daily tasks.

AI 52

AI Sentiment Analysis Artificial Intelligence Start-ups 52

Experience Investigators

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. We’re asked to spend more time reporting on what’s happened than making things happen. Five Ways Leaders Accidentally Sabotage CX — And What to Do Instead.

Customer Experience 98

Customer Experience Contact Center Close the Loop Invoicing 98

SurveySensum

NOVEMBER 11, 2021

Even though Qualtrics is a top-tier management solution that allows you to create and analyze customer and employee surveys, people still try to switch to different Qualtrics competitors. According to reports, Qualtrics had the highest percentage of negative reviews that described “user experience.” Not user-friendly.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

SurveySensum

APRIL 12, 2022

There are multiple customer experience platforms out there. Apart from creating surveys, analysis, and reporting, there is so much more to both of them. Do you want to know how your customers feel about your products/ services, or what your employees feel about your organization? . What else can you do with Qualtrics? .

Text Analytics 59

Text Analytics Close the Loop Unstructured Data Actionable Insights 59

Experience Investigators

AUGUST 3, 2021

Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Too often, shortcuts within the wrong areas lead to shortfalls and short-sightedness on what really matters. It IS a lot.

Customer Experience 138

Customer Experience Construction Social Media Social Listening 138

Qualtrics

JUNE 18, 2021

Before COVID-19 and the shift towards hybrid working, organizations were already competing for talent based on employee experience. Now, given the demands of working through a pandemic, and entering a new era of work, the need to be in tune with what people want and need at work has never been so acute. It’s a huge number.

Start-ups 49

Start-ups Engineering CX Technology 49

Execs In The Know

MARCH 22, 2023

There is not an end destination at GoodLeap; we use a continuous improvement mindset to constantly look for ways to optimize these variables.” Paul Brandt Chief Experience Officer Pg. What have been some of the most notable benefits for your organization and people in the shift to WFH? Jasmyn Haas Vice President, Experience Pg.

CX 52

CX Contact Center Start-ups Education 52

ECXO

JULY 26, 2023

Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: [link] In a recent article we talked about the widening gap in Europe in customer experience maturity. Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint.

Predictive Analytics 98

Predictive Analytics Education Touchpoint CX 98

Qualtrics

MARCH 16, 2020

Now more than ever, officials need to empathize with their communities, provide timely information, communicate strategically, and stay connected and engaged with their citizens and employees. Stay Engaged with Employees. Empathize with Your Community. Asking promotes empathy. Communicate Strategically.

Government 52

Government Education 52

Qualtrics

APRIL 29, 2020

Ready to design your Remote + On-site Work Pulse, but not sure how to customize the content for your organization? Now that you’ve laid the groundwork for getting started with your Remote + On-site Work Pulse, you’re ready to make it your own. Product Demo and Methodology Overview: Tailoring your Remote + On-Site Work Pulse.

Double-Barreled Question 29

Double-Barreled Question Start-ups 29

Intercom

SEPTEMBER 7, 2021

There are lots of good reasons why you should try to involve your employees in decision making when possible. Here’s what we learned – and how you can use it, too. Thirdly, your employees are an incredibly useful resource. Learning from experience. Is your support team craving more involvement in decision making?

Business Growth 64

Business Growth Innovation 64

CSAT.AI

APRIL 11, 2019

You can teach employees a slogan or a marketing soundbite, but what company culture truly is beneath the polish is the foundation upon which the company soars, or falls. It is what people feel about a company and how they talk about it when the cameras are off. So What is Company Culture Then? Employees First.

Sentiment Analysis 52

Sentiment Analysis AI Customer Satisfaction Customer Experience 52

SurveySensum

JANUARY 26, 2022

Top customer experience trends in 2022. Optimizing customer experience for mobile devices. Data-driven insights based on employee experience. Customer Experience trends that will take over in 2022! Top customer experience trends in 2022. Various aspects of customer experience have evolved. .

Customer Experience 59

Customer Experience Contact Center Machine Learning Omnichannel 59

Qualtrics

APRIL 9, 2020

Communication is vital to not only those working remotely , but also managers, people team leaders, and the c-suite. Organizations should survey employees now; however, the content and tone of surveys should be adapted to reflect the current environment. What things are you doing that you would like to stop doing?

Start-ups 34

Start-ups 34

Qualtrics

JULY 8, 2020

Adjusting to new workplace norms amid the ongoing pandemic will take time and significant change management. Many employees are adapting to new ways of working as the employee experience continues to change in dramatic ways. As a result, listening to and acting on employee feedback is more important than ever.

32

32

Qualtrics

JULY 31, 2020

Here’s a closer look at what it is, the metrics you should measure, how to get started, and a case study demonstrating people analytics in action. What is people analytics? We’re trying to help our leaders do the right thing for our employees , our customers , and the company, based on the best evidence and people data.”

Net Promoter Score 41

Net Promoter Score Voice of the Employee Actionable Insights Social Media 41

Qualtrics

MARCH 19, 2020

As Experience Management (XM) professionals, you can play an important role in helping your company weather the storm. That’s what XM is all about. I've found that large-scale situations like this have an impact on the sentiment that people share on surveys and other feedback mechanisms. Take a hiatus on metrics.

CX 56

CX Healthcare Close the Loop Actionable Insights 56

PeopleMetrics

JANUARY 10, 2018

Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. A central element of a true Customer Experience Management (CEM) program is “closing the loop”.

CEM 74

CEM Close the Loop Text Analytics Social Media 74

Confirmit

JULY 10, 2017

I started at Pulse Train when I was a child. By the time Pulse Train became part of the Confirmit, I was looking after our CATI solutions which were the best in the market – one of the main reasons for Confirmit’s interest in the company. That was lovely, but again, I saw another area I was interested in.

Text Analytics 61

Text Analytics Voice of the Employee Start-ups Technology 61

Qualtrics

MAY 13, 2021

From all-remote interviews, to knowing where companies stand on social issues, the past year has reshaped what candidates expect from a potential employer – and the interview process. We asked industry experts for their advice on what hiring teams can do to meet candidates’ evolving expectations. Here’s what they had to say.

Finance 42

Finance Touchpoint Education Start-ups 42