Tag Archives: employee experience

Customer-Centric? Employee-Centric? How About a People-Centric Culture

Customer-Centric? Employee-Centric? How About a People-Centric Culture

While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Big mistake. The correlation is real. Happy employees lead to happy customers.

Continue reading...

Ken Goodlad: Make Transition to Digital Workplace as Easy for People as You Can

Ken Goodlad: Make Transition to Digital Workplace as Easy for People as You Can

Over the past 14 years, Ken Goodlad has seen digital tools shift from playing a supporting role in the workplace to becoming integral to an organization’s success with both its employees and the people they serve. The move to digital-first is particularly important for somewhere like Scottish Government because

Continue reading...

Can Alexa Blueprints Help Improve Employee Experience?

Can Alexa Blueprints Help Improve Employee Experience?

Alexa for Business is already helping companies transform their workplace with intercoms and meeting management features. Now, with the release of Alexa Blueprints — a set of Alexa Skill templates that non-technical people can use to build their own Alexa Skills — enterprises have a new way to improve

Continue reading...

Digital Employee Experience Bridges the Gap Between HR and IT

Digital Employee Experience Bridges the Gap Between HR and IT

There’s a lot of good work being done within organizations to improve staff engagement and to help employees be more productive. The problem is that two different groups — human resources and IT — are spearheading these initiatives, and too often they don’t align.

Continue reading...

Digital Employee Experience Bridges the Gap Between HR and IT

Digital Employee Experience Bridges the Gap Between HR and IT

There’s a lot of good work being done within organizations to improve staff engagement and to help employees be more productive. The problem is that two different groups — human resources and IT — are spearheading these initiatives, and too often they don’t align.

Continue reading...

How an Engaged Front-Line Workforce Contributes to Great Customer Service

How an Engaged Front-Line Workforce Contributes to Great Customer Service

Customer service is more important than ever in our digital age. According to a recent report by PwC, 73 percent of consumers say that customer service drives their purchase decisions, and 65 percent find great customer service more influential than great advertising.

Continue reading...

What is a Net Promoter Score? And Why You Should Know

What is a Net Promoter Score? And Why You Should Know

How do your customers really feel about your company? To find out, you could train employees to ask for feedback after each transaction, then feed those responses into a database. You could subject customers to a lengthy survey. You might also host periodic focus group meetings.

Continue reading...

Who Owns the Digital Workplace Tools and Culture That Technology is Creating

Who Owns the Digital Workplace Tools and Culture That Technology is Creating

Who should own the digital workplace? No one, according to Gartner. Well, not no one. But it's no one particular group or individual’s responsibility to help employees get the most out of their digital workplaces, according to the Gartner Hype Cycle for Digital Workplace, 2017. "Humans will still

Continue reading...