Consulting Employee engagement Journey mapping Surveys 
Call Experts
OCTOBER 10, 2019
Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. Every customer interaction is unique, and the most efficient way to create a general understanding is with a customer journey map. Here are the essential steps you should consider before starting your map.
CSM Magazine
DECEMBER 28, 2021
takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
FEBRUARY 6, 2019
It requires more than surveys or changing how you answer the phone. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.
Horizon CX
APRIL 1, 2024
Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Employee engagement: Employees are empowered to deliver a positive customer experience. HorizonCX offers a free CX maturity assessment here: [link].
Steve DiGioia
SEPTEMBER 16, 2016
Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Using a process like customer journey mapping, companies can clearly show how every role impacts the end customer. BF : Yes, we constantly survey both our owners and tenants. Thanks Ben! BM : Absolutely. .
CSM Magazine
DECEMBER 10, 2021
Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. As a CX consultant with decades of experience in contact center solutions, Avtex has a unique viewpoint to the changing landscape of both CX and EX best practices.
360Connext
OCTOBER 2, 2018
Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow. appeared first on Customer Experience Consulting. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.
Expert insights. Personalized for you.
64 
Let's personalize your content