Customer Think

AUGUST 17, 2021

New software-backed-services offering empowers customers like Headspace and Chime to identify DEI smoke points and chart a course to solving them.

52

52

Qualtrics

MARCH 30, 2021

Embedding DEI across the organization drives better outcomes for all. But too often, DEI initiatives become siloed without creating impact. But decades of so-so progress suggest most organizations are still struggling to build momentum on DEI. DEI is your biggest business success lever. Programmatic approach.

Start-ups 26

Start-ups Innovation 26

Help Scout

AUGUST 22, 2023

A look at the progress we've made since reporting on D&I efforts at Help Scout six months ago. Read the full article

76

76

Qualtrics

SEPTEMBER 15, 2021

Promote equality and inclusion in your workplace with our DEI eBook. The post How Milwaukee County is getting DEI data right appeared first on Qualtrics. This was used to make the first update to the county’s strategic plan in 20 years. Download Now.

Government 26

Government Healthcare 26

Fonolo

JULY 28, 2022

More than ever, employers are recognizing how important it is to have an individual or a hiring team that’s dedicated to maintaining high Diversity, Equity, and Inclusion (DEI) standards. What does DEI really mean? Make a plan that defines what DEI looks like at your organization. Let’s take a closer look.

Contact Center 81

Contact Center Customer Satisfaction Innovation Technology 81

Help Scout

AUGUST 22, 2023

The steps Help Scout has taken to climb out of diversity debt, and the goals we’re setting to reflect a more representative balance across multiple axes of diversity Read the full article

40

40

Qualtrics

MARCH 2, 2021

Learn from the experts taking action to improve DEI. The post Airbnb DEI Chief on 9 ways to create a culture of belonging appeared first on Qualtrics. They do this by inviting a wide array of voices – especially those that have been underrepresented in the decision-making process – to contribute. How to create a culture of belonging.

Start-ups 47

Start-ups Innovation 47

Help Scout

AUGUST 22, 2023

A look at the progress we’ve made since first reporting on Diversity and Inclusion efforts at Help Scout one year ago Read the full article

40

40

Zendesk

JUNE 23, 2023

Do you think there is a connection between diversity, equity, and inclusion (DEI) in the workplace and employee experience (EX)? I think DEI is a very important component of the employee experience. In the same vein (and with your CMO hat on), how vital is having a robust internal culture around DEI and having a strong brand?

Event Planning 52

Event Planning Engineering 52

Help Scout

AUGUST 22, 2023

Our third annual employee survey shows where we’re starting to see positive change take place, as well as the challenges we still face. Read the full article

40

40

Fonolo

JUNE 2, 2022

2. Ensure every agent receives ongoing Diversity, Equity, and Inclusion (DEI) training. Making basic DEI training a core part of your call center training strategy will also help them empathize more and improve their interactions with customers. 3. Employ technology that agents need to do the best work possible.

E-commerce 81

E-commerce Contact Center Start-ups Technology 81

Fonolo

JUNE 2, 2022

2. Ensure every agent receives ongoing Diversity, Equity, and Inclusion (DEI) training. Making basic DEI training a core part of your call center training strategy will also help them empathize more and improve their interactions with customers. 3. Employ technology that agents need to do the best work possible.

E-commerce 67

E-commerce Contact Center Start-ups Technology 67

SugarCRM

APRIL 20, 2018

Una cosa possiamo affermare con certezza: il nuovo Regolamento Generale sulla Protezione dei Dati (GDPR – General Data Protection Regoulation) avrà un impatto molto significativo. Il nuovo Regolamento, che diventerà operativo il 25 maggio 2018, farà dell’Europa un leader mondiale in materia di protezione dei dati.

CRM 28

CRM Compliance AI Customer Satisfaction 28

Qualtrics

JULY 15, 2021

Today we’re publishing our DEI report, as part of our ongoing commitment to transparency. Qualtrics DEI bi-annual report - Q2 2021. To be successful, DEI needs to be elevated beyond the office’s DEI leader. For more than a year, we all faced incredible challenges. Going forward, we will share our data twice a year.

49

49

Zendesk

FEBRUARY 25, 2022

McKinsey also found that female leaders are up to twice as likely to spend time outside their formal roles on DEI work compared to their male counterparts. Female leaders are up to twice as likely to spend time outside their formal roles on DEI work compared to their male counterparts.

Customer Service 98

Customer Service Contact Center Start-ups Engineering 98

Comm100

AUGUST 21, 2023

Across schools in North America, a spotlight has rightfully been put on diversity, equity and inclusion (DEI) within admission practices and policies. To tackle this, many Admissions departments have implemented DEI initiatives to attract and support underrepresented groups.

Education 52

Education 52

Qualtrics

OCTOBER 26, 2021

Learn from experts on how to retain top talent, make future-of-work decisions, address DEI gaps, recruit the best candidates, and ensure that employees can thrive in a hybrid work model. Constantly reinforce commitments to DEI, and back it up with action. Learn how you can build your own DEI strategy here. Take action.

Start-ups 26

Start-ups 26

Qualtrics

MAY 27, 2021

At each stage of the candidate experience, there are opportunities to drive better results around diversity, equity, and inclusion (DEI). Here are a few ways to do that work: Articulate your DEI strategy. Not having a well-articulated DEI strategy can come off as lip service or less than authentic to diverse candidates.

Education 26

Education Start-ups Technology Technology 26

Qualtrics

FEBRUARY 5, 2021

IT leaders are uniquely positioned to partner with their HR teams and really move the needle on DEI programs. Once HR and DEI leaders are armed with the right tools, IT can further support them by setting up automations, as well as ensuring accurate and timely data is gathered and protected so that HR can rely on it for its people processes.

Start-ups 26

Start-ups Innovation Technology Technology 26

ClearAction

NOVEMBER 14, 2022

Focus your EX Council and CX Council (steering committee or other governance) on resolving and preventing “ execution silos ” as a prerequisite to reducing “ operational silos “ Expand your DEI (Diversity, Equity & Inclusion) team’s focus on silo prevention.

Government 71

Government CX Start-ups Customer Experience 71

Help Scout

APRIL 27, 2021

Launched a public DEI dashboard. First team retreat with 12 people. 40+ people in 23 cities and 7 countries. Raised $12m from Foundry Group and Converge. 50 million. customer conversations. Launched brand update and mobile app. content subscribers. 60+ people in 42 cities and 11 countries. 200 million. customer conversations. and live chat.

Non-Profits 81

Non-Profits Start-ups Customer Service 81

Qualtrics

SEPTEMBER 9, 2021

33% are currently experiencing a diversity, equity and inclusion (DEI) transformation (32% are preparing to experience one). Finally, 46% say diversity, equity, and inclusion (DEI) is a very important agenda item, with 31% saying it’s a priority. Some of these transformations are no doubt tied to changes brought about by COVID.

Real Estate 49

Real Estate Technology Technology Innovation 49

InteractionMetrics

JUNE 21, 2023

In the context of sensitive employee feedback like DEI surveys and engagement surveys, most researchers consider the option for anonymity to be essential. Market researchers generally provide the option for customer anonymity so that respondents who might otherwise feel embarrassed or fear reprisal can answer honestly.

Customer Survey 52

Customer Survey B2B NPS Legal 52

Buyer Persona

MARCH 2, 2022

Some are addressing social issues as we see a rise in DEI (Diversity, Equality, Inclusion) initiatives and positions within corporations. Overlooking the importance of Social and Governance in the ESG equation. At times equating ESG with only environmental sustainability.

Government 59

Government Sales 59

Qualtrics

DECEMBER 9, 2020

This year has repeatedly reminded us of the importance of focusing on diversity, equity, and inclusion (DEI) in the workplace, as well as growing expectations from employees, that this will be an operational imperative in the companies they want to work for. Find out more ways to support belonging through workforce DEI.

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47

Qualtrics

APRIL 30, 2021

Read more: 8 expert tips for fostering equity in the workplace. 10 ways to reduce bias in interviews.

Scorecard 29

Scorecard Touchpoint Education Innovation 29

Qualtrics

FEBRUARY 2, 2021

In 2021, HR will play a continued role in supporting diversity, equity, and inclusion (DEI) efforts, uplifting employees from underrepresented groups, and building out robust DEI strategies. Doubling down on diversity, equity, and inclusion efforts.

Technology 26

Technology Technology Touchpoint 26

Qualtrics

OCTOBER 4, 2021

More than half of workers agree workplace mental health is a Diversity, Equity and Inclusion (DEI) issue. Root out discrimination and harassment . Just over a quarter of people (26%) who have left a job for mental health reasons say that experiencing, witnesssing or hearring about discrimination or harassment was one of the reasons.

Education 58

Education Start-ups 58

Qualtrics

OCTOBER 21, 2021

DEI requires taking an innovative approach. Unlike so many other diversity, equity, and inclusion (DEI) solutions, Qualtrics helps you understand not only the overall sense of belonging across your organization, but also how it differs across different diversity groups. One is led by people with diverse backgrounds and perspectives.

Innovation 26

Innovation Sports Education Start-ups 26

Intercom, Inc.

DECEMBER 16, 2020

“I think the worst thing we could do is hire a whole cabal of business graduates who have a very, very siloed view of how commercial relationships work, but don’t necessarily have product aptitude or don’t necessarily have great communication skills or aren’t really great at building cross-functional relationships,” she says.

Sales 143

Sales Start-ups Education Customer Feedback 143

Aquire

NOVEMBER 17, 2021

Taking part in events and sustainability or DEI initiatives is also a good way to make your brand known (make sure you genuinely care about those causes though, because customers can always tell). For example, footwear and apparel company Allbirds is building its reputation as a sustainable company that cares about the environment.

Retail 98

Retail B2C Customer Experience Omnichannel 98

Qualtrics

MARCH 24, 2021

Called “the most important business book of the year” by Esquire, Belonging is a must-read for HR leaders invested in making real progress on DEI. By Kathryn Jacob, Sue Unerman and Mark Edwards. They then lay out a blueprint for creating allies throughout your organization, to galvanize difficult-but-necessary change.

Construction 26

Construction 26

Qualtrics

AUGUST 23, 2021

Read more: Airbnb DEI Chief on 9 ways to create a culture of belonging. A sense of belonging not only meets your employees’ basic needs, it inspires their work and drives better business results. How do you get started? Lead by example by bringing your authentic self to work. Meeting people where they are.

Start-ups 49

Start-ups 49

Zendesk

MAY 5, 2022

Internal support teams can provide information about: Corporate policies: Employee handbooks, DEI guidelines, etc. The IT department may also help provide internal customer service with HR or they may have a separate team dedicated to technical support questions. Employee benefits: Health insurance, retirement funds, gym memberships, etc.

Customer Service 98

Customer Service B2C Start-ups Legal 98

Qualtrics

AUGUST 26, 2021

Read more: HR Leader’s Guide: How to apply DEI to your employee experience program. These identifiers often come from the company HRIS, but could also be self-identified in an anonymous survey. What are the benefits of inclusion in the workplace? A diverse and inclusive organization ensures all voices are heard.

Start-ups 49

Start-ups Innovation Education 49

Steven Van Belleghem

NOVEMBER 28, 2023

Consumers really expect business to act and leverage its comparative advantage to inform debate and deliver solutions on climate, DEI, and skill training. Source: Edelman Trust Barometer 2023 And we have seen an increasing number of companies investing in solving tangible world problems for the past year.

CX 62

CX Customer Experience Entertainment Gaming 62

Help Scout

SEPTEMBER 28, 2021

During each new hire’s first week, they meet with members of the people team for onboarding sessions like Welcome to Help Scout, Benefits & Payroll, Career Development, DEI at Help Scout, and Remote Team Connectedness.

Engineering 126

Engineering Start-ups Scorecard CRM 126