Zendesk

SEPTEMBER 21, 2023

An excellent customer experience (CX) hinges on a superior employee experience (EX). But research shows that many of today’s employees feel overworked, spread thin, and disengaged from their jobs—which ultimately impacts the bottom line.

Innovation 52

Innovation Customer Experience 52

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.

Onboarding 52

Onboarding Artificial Intelligence Decision-making Logistics 52

The Center for Sales Strategy

SEPTEMBER 27, 2021

But have you ever thought about laying great emphasis on the experiences you offer to your employees? Is facilitation of positive employee experiences a part of your core business strategy? It's commendable and inspiring how you always look at the brighter side of things and align them to the success of your business.

Facilitation 97

Facilitation Innovation 97

Zendesk

APRIL 14, 2023

Building a team of talented employees is already a challenge. You can avoid this by investing in your employee experience management. Having a dedicated representative focus on treating employees like they’re valued customers can have far-reaching effects. What does an employee experience manager do?

Management 52

Management Onboarding Communication Meetings 52

Zendesk

APRIL 27, 2022

Companies now compete on how well they treat employees, but internal teams responsible for this important work aren’t getting the support they need to be effective. To help businesses understand and correct for pain points, we surveyed internal support team members and managers from 21 countries for our Employee Experience Trends Report.

Leadership 52

Leadership Management 52

Customer Think

JANUARY 12, 2023

Those closing words from Garrison Keillor’s Prairie Home Companion radio show monologue echo in my head whenever I hear companies make unrealistically laudatory (AKA grossly inflated) comments about their employees and customer experiences. What makes […].

Customer Experience 64

Customer Experience 64

Customer Think

APRIL 19, 2024

She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction. How to Seamlessly Implement AI into Your Customer Support Process Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE.

Digitalization 59

Digitalization Marketing Customer Experience 59

Customer Think

SEPTEMBER 1, 2021

In most industries, common sense is to optimize, digitalize, and automate. Avoiding human connection is often a byproduct of this cultural obsession with convenience and modernity. And in many cases, it works out. But not always. The hotel sector of the hospitality industry is trying to keep up with the rest of the business world […].

Digitalization 122

Digitalization Customer Experience 122

Customer Think

JUNE 11, 2023

Two articles over this past Memorial Day Weekend emphasized how it’s essential to improve customer experience (CX) and employee experience (EX) by walking in your employees’ or employees’ shoes.

Customer Experience 64

Customer Experience Organization 64

Customer Think

JULY 19, 2023

In any customer service-driven business, it makes sense that there is a good amount of emphasis placed on the customer experience, but giving attention to the employee experience can give one’s business a significant boost as well.

Customer Experience 40

Customer Experience 40

Zendesk

JULY 16, 2021

Whether you plan to be fully remote, back in the office, or somewhere in between, the past year has shown just how important it is to be employee-centric. And there’s a lot on the table for companies that get it right.

52

52

Zendesk

SEPTEMBER 15, 2023

Many customer experience applications and workflows can be optimized with AI–but not all AI solutions are tailored to customer experience. Designed for the entire service experience : Designed to boost efficiency and productivity for everyone in your customer experience team, from agents and admins to managers and customers.

Investors 52

Investors Customer Experience Innovation Digitalization 52

Zendesk

MAY 2, 2022

Compounding these trends is a work environment where siloed information, disconnected workflows, and excessive paperwork can lead to frustrating experiences for employees and patients. Bringing together patient data from multiple sources empowers employees to deliver better care faster. Help employees help themselves.

Healthcare 52

Healthcare Procurement Suppliers Facilitation 52

Customer Think

OCTOBER 8, 2021

In an era that has created drastic shifts in the way we live and work, it’s more important now than ever to check in on employees and ensure that they feel valued and heard. Understanding the employee experience helps you cultivate an environment that allows them to put their best foot forward. Creating a better […].

78

78

Zendesk

AUGUST 2, 2022

Learn how leading healthcare organizations are addressing the challenges faced by the industry while creating better patient and employee experiences. The post How leading healthcare organizations are transforming patient and employee experiences appeared first on Zendesk.

Healthcare 52

Healthcare Organization 52

Customer Think

JULY 30, 2021

Your whole business hinges on your customers. Without fans, you couldn’t keep the lights on or pay for web hosting, let alone scale up. Most organizations realize this, of course. They’ve heard that six out of 10 people will lose brand faith after a few bad encounters, according to PwC. That’s why they put such […].

Customer Experience 130

Customer Experience Organization 130

SBI Growth

JULY 9, 2018

Curt Redden, Global Director of Talent Development for UPS Capital, joins us on hbspt.cta.load(23541, '39dd4f48-b0ca-486a-9fa5-4e1fb27489aa', {}); to discuss talent management and, specifically, the connection between the experience of the employee and the experience of the customer. Employee Experience.

Customer Experience 75

Customer Experience Management Sales 75

Customer Think

MARCH 27, 2023

You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn’t my concept. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Lin.

Future of Work 59

Future of Work Profitability 59

Customer Think

JUNE 1, 2023

Artificial intelligence is making great strides in our day-to-day life and chatbots like ChatGPT are simulating human conversations quite fluently.

Artificial Intelligence 114

Artificial Intelligence Marketing 114

Customer Think

FEBRUARY 3, 2023

I talked about building a winning organization and fixing the experience from the inside-out. Last week, I spoke at the Furniture Marketing Group Symposium in Las Vegas. My focus was on deliberately designing a customer-centric culture, getting leaders.

Customer Experience 75

Customer Experience Organization Marketing Leadership 75

Customer Think

AUGUST 19, 2021

This is the fourth post in a series titled “Customer Experience IS Team Member Experience.”. Earlier posts in this series looked at employee engagement’s research history, defined it in behavioral and attitudinal terms, and rev.

Customer Experience 52

Customer Experience 52

Customer Think

MARCH 3, 2024

Today, AI-powered software is not just a buzzword; it is transforming everyday experiences beyond expectations. Imagine a scenario. You step into an office and find they anticipate and cater to all your needs. Further, they streamline your tasks automatically, paving the way for your growth on priority.

Software 59

Software Software 59

Customer Think

FEBRUARY 2, 2022

Trust is the basis of any valuable relationship with friends and family, employees and employers, customers and suppliers, and among partners. You entrust these parties to enrich your life, business, and growth. They entrust you to do the same. Trust is reciprocal.

Suppliers 118

Suppliers Stakeholders Customer Experience 118

Zendesk

APRIL 26, 2021

In a world where the only constant is change, providing more personalized and efficient support for both your customers and employees is vital. But many companies are still learning how to leverage their data and draw insights for creating those kinds of next-generation experiences. Connecting the data dots for better CX and EX.

Onboarding 52

Onboarding Software Software Organization 52

Zendesk

MARCH 4, 2021

With new ways of working, employers must adjust with savvy and speed to create the right employee experience — one where the people who make up a company feel connected, supported, and included. This is a centralized hub for employees to access information around process, products, and services offered internally.

Future of Work 52

Future of Work Decision-making Digitalization Remote Working 52

Customer Think

JULY 4, 2023

Brands that make their experiences too complicated are missing out on $402 billion in untapped opportunities. U$ 402bn is on the table for brands that simplify their CX and EX – here’s why Think about it for a moment. This is the message from research at the turn of last year by Siegel+Gale. That’s a […]

Customer Experience 64

Customer Experience 64

Customer Think

JULY 23, 2021

We’re solving the wrong problem with employee workplace experiences. Oops, we did it again! When the pandemic began, restaurants, to survive, had to convert overnight to take-out and drive-up options for their customers. Some restaurants simply took their in-person menus and put the food in a Styrofoam box.

59

59

SBI Growth

SEPTEMBER 7, 2020

Companies are constantly competing for their own employees’ mindshare. The world is so digital that it is frighteningly easy for employees to get lost in headlines throughout their day. The distractions are everywhere – Twitter, LinkedIn, Facebook, Reuters, Bloomberg, CNN,

Digitalization 102

Digitalization B2B Marketing Sales 102

CMOE

MARCH 10, 2020

Employees from previous generations primarily desired good pay and job stability, but younger workers also want more growth-oriented workplaces, development opportunities, and better integration between work and life. These shifts in the workplace require a comparable shift in how workplaces approach their employees.

Remote Working 64

Remote Working Brainstorming Leadership Digitalization 64

Customer Think

FEBRUARY 1, 2022

Several years ago, in worldwide customer service experience research conducted for a major high-tech devices client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

52

52

Customer Think

NOVEMBER 10, 2021

The responsibility of onboarding the employees we hire squarely falls on us as the leaders of the business unit. The number of times this process is delegated to some HR business partner or sometimes even to some HR executive is not a joke. The on-.

Onboarding 126

Onboarding Leadership 126

Customer Think

MARCH 1, 2023

The AI playground has evolved a lot throughout the past year. Conversational AI has made huge inroads. We have seen an increasing number of deployments and through their availability, people get to use them more and more, such as Apple’s Siri, Amazon’s Alexa, or Google’s Assistant. I see it in my own family; we are […]

83

83

Customer Think

NOVEMBER 29, 2022

Automation is not just a way for businesses to save money and reduce their headcount. Here’s how it helped me turn my work in customer support from job to career, and why it should be at the center of any successful CX strategy. The CS trenches: The place any successful CX strategy must start Increasing […].

59

59

The Center for Sales Strategy

APRIL 8, 2024

You’ve just made an amazing new hire with talent, experience, and skills who aligns well with you, your team, and your organizational culture. Nearly a third of new employees leave within 90 days of getting hired. Nearly a third of new employees leave within 90 days of getting hired.

Onboarding 109

Onboarding 109

Customer Think

DECEMBER 2, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction […]. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T.

Customer Experience 75

Customer Experience 75

Customer Think

MARCH 7, 2024

Employee experience (EX) goes hand-in-hand with customer experience (CX). It’s like the chicken and the egg: which comes first? Both rely upon one another for existence. EX and CX are immature fields of practice. That’s true in every industry and nation.

Customer Experience 112

Customer Experience 112

Customer Think

FEBRUARY 3, 2022

Today’s interview is with Dr. Elora Voyles, an Industrial-Organizational Psychologist and People Scientist with TINYpulse, a provider of employee engagement and feedback software. Dr Elora joins me to talk about how the Zoom ceiling is the new glass ce.

Leadership 98

Leadership Software Software 98