Tag Archives: ex to cx

Why You Need to Map the Employee Journey

Why You Need to Map the Employee Journey

It’s common for organizations to focus heavily on customer experience, mapping every touchpoint, maniacally trying to improve each interaction and analyzing how every step impacts sales and the overall organization. But organizations rarely take this same approach with the employee experience.

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How Good Employee Practices Feed Into Great Customer Experiences

How Good Employee Practices Feed Into Great Customer Experiences

The service-profit chain is a widely adopted business theory that states that companies should take care of their employees first, because doing so will result in employees delivering a better customer experience, creating loyal customers who generate greater profits. The theory was originally put forth in a Harvard Business Review article in 1994, but

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Employees Can Make or Break Your Customer Experiences

Employees Can Make or Break Your Customer Experiences

Everyone knows customer experience is important, but just how important it is may come as a surprise. To stay competitive, it is absolutely essential. According to IBM’s annual Global C-Suite Study, 68 percent of C-suite executives expect organizations to emphasize customer experience (CX) over products.

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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.

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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.

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Digital Employee Experience Is Where the Action Will Be

Digital Employee Experience Is Where the Action Will Be

Customer experience (CX) is well understood and widely practiced by now. Most consumer-oriented businesses have launched CX initiatives as part of a wider strategy. Many have permanent customer experience teams, which often play a crucial role in digital transformation.

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