Tag Archives: ex to cx

Why Improving Employee Engagement Should Be Your Priority

Why Improving Employee Engagement Should Be Your Priority

In recent years, employee engagement has emerged as a popular organizational concept. Large corporations, including Microsoft, are starting to pour significant amounts of time and money into educating people, through webcasts (registration required) and other vehicles, on the importance of employee engagement.

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Why a Great Company Story Begins With Technology

Why a Great Company Story Begins With Technology

A company’s culture is as great a story to tell as any product narrative the marketing department can create. Customer experience (CX) doesn’t start with the product after all, it begins with the first interactions people have with a company, which typically take place long before they buy anything.

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The Customer Journey Begins – and Sometimes Ends – With Your Employees

The Customer Journey Begins – and Sometimes Ends – With Your Employees

“Price, quality or service. Pick two.” You’re no doubt familiar with the most famous catchphrase of the “triple constraint theory ” of business: the idea that an organization must sacrifice one of those three elements to deliver on the promises of the other two.

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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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