Using Journey Mapping to Understand and Measure Employee Engagement

Rant And Rave

Fewer than half of employees would recommend their employer to a friend according to Glassdoor. The Customer Journey Employee EngagementWould you? Or have you?

Customer Experience Journeys: Map for Actionability


Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. How can you get your whole organization engaged in making a significant positive difference to customers, and subsequently to cash?

3 Employee Engagement Best Practices You Can Learn From Customers


Your customers’ experience is directly related to your employees’ experience, and with employee engagement levels as low as they are , customer experience is likely to suffer. While low employee engagement is problematic, it’s not exactly surprising.

The Case for Customer Experience Management


The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family and online communities.

Three Simple Ways to Show Your Customers Some Love


Contact Centers Customer Satisfaction Customer Service Customer Experience Loyalty customer engagement optimization employee engagement Customer journeys Call Centers employee productivity digital Customer Journey Mapping customer loyalty customer engagement first call resolution average handle time customer focus contact center workforce productivity customer journey map back office customer journey analytics digital feedback call center digital feedback management customer journey maps

Head to the Big D May 14-17 for the Verint Engage Customer Conference


It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot.

What is Customer Experience Collaboration?


When people from adjacent functions look at an end-to-end customer journey map , the severe need for extensive collaboration is obvious. Having a hand in making the company popular is a higher purpose that unifies employees and propels their productivity and tenure.

Customer Conferences: The Best Time of Year to Improve CX


From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees. We decided to take a close look at our annual Engage customer conference through the lens of our CX program.

Customer Engagement LIVE! Executive Summary


Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives.

NGPX & CIO Summit Takeaways


As health organizations embark on the task of total transformation of the patient and staff experience, planning and journey mapping is key. listen to me and engage me in my care. Aspect can help you analyze and improve your patient journey.

What Kind of Customer Experience Leader Do You Need to Be?


Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow. Blog Customer Experience CX Day data employee engagement innovation leadership metrics success

Are you Inside-Out or Outside-In? Designing a Customer-Focused Process

Beyond Philosophy

From senior executives on down the chain, every employee needs to believe that how you collect bills to label shipments to transferring calls affect the emotional Customer experience. Creation of a detailed Customer Journey Map that includes the emotions of the Customer at each moment. The typical journey map is usually insufficient. You must have a detailed map that has emotionally strategic goals plotted along the way.

10 Silos Impact Customer Experience


This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience and Digital Transformation

CX Journey

It was a lively discussion to kickoff the day, as we talked about customer experience, journey mapping, digital transformation, print, and, of course, fax machines! At the same time, we talked about technology's impact on employee engagement and culture change.

Got Joy? Happiness Guru Shawn Achor to Speak at Verint Engage 2018


and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc. Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16.

The Best Time of Year to Improve CX: Customer Conferences


Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees. At our company, we took a good, hard look at our annual Engage customer conference through the lens of our CX program.

How to Encourage Employees to Deliver Exceptional Customer Experiences

Satrix Solutions

Still, how can you make the process more meaningful for employees as well as improve their understanding of how they affect the customer experience? Aligning Employees Through “Line of Sight”. Customer Journey Mapping Exercise. Employee Engagement

The Employee Journey to a Better Customer Experience

CX Journey

How does ensuring your employees have a great experience translate into better service for your customers? customer experience customer service employee experience journey map

Using Your Employees' Voices to Transform the Customer Experience

CX Journey

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience?

Customer Experience Handoff Silos are the Heart of Success


One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Interdependencies are horizontal along the customer experience journey. 6) Customer-Centric Employee Engagement.

3 Types of Customer Experience Action Essential to ROI


Omni-channel First Contact Resolution (FCR) is a widespread goal of most customer care groups, regardless of whether the customer called, emailed, texted, posted, or engaged in a service chat or self-service. Employee Engagement: Living Your Brand Promise.

What Kind of Customer Experience Leader Do You Need to Be?


Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow. Blog Customer Experience CX Day data employee engagement innovation leadership metrics successThe job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. 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.

How to Engage Employees in Your Customer Experience Strategy

CX Journey

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! When employees are in the know, they can commit and take ownership.

Treat Employees Better Than Customers

CX Journey

Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. It's real, and your employees matter!

Customer Experience for the Future — Key #4: Collaboration Earns Trust


Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Customer experience journey maps have been instrumental in showing work groups the need for collaboration.

What's the Meaning of All of This Employee Lingo?

CX Journey

Confused by some of the employee experience lingo you''re hearing? We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. Let''s start with Employee Experience. What is Employee Morale ?

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals


Task: Identify a “gap” in the customer experience journey. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey.

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

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.

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more.

Presidential Executive Fellow Rosetta Lue Joins Taylor Reach Group to lead Public Sector Practice

Taylor Reach Group

While The Taylor Reach Group, Inc., has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries.

Improving Your CX One Employee at a Time

Beyond Philosophy

Employee Experience and Customer Experience are linked. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization. These same organizations would be wise to listen to their employees as well. Too many ignore their own employees’ opinions. By listening to them and acting, you improve employee engagement and what the VOE is saying. Engaged employees believe they contribute to the company’s success.


CX Accelerator

Originally posted on November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult.

Building Your Best Culture in 2019

CX Accelerator

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees.

Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP


I’ve also seen it start from HR because more and more companies are realizing that employee experience drives customer experience. It’s important to remember there are metrics on the employee side, as well, because employee experience drives the customer experience.

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience.

Do Your Employees Love Their Company

Branch Mesenger

Companies will never love a company until the employees love it first. -- Simon Simek. Today, employee engagement is at all-time lows. 33% of employees today are ‘engaged’. Of employees 18-24, only 26% are ‘engaged’. How to hire employees who care. ??

Customer Self-Service Doesn’t Matter! That’s a False Paradigm!!!

Natalie Petouhof

Align incentives to support self-service and digital customer experience initiatives by the customer’s journey. Look at critical metrics like First Contact Resolution (FCR), Average Handle Time (AHT), reduction in call volume, increases in the opportunity to generate revenue, improved marketing, greater self- service employee engagement, increased digital customer engagement on any device, anywhere, anytime. Use that feedback to transform your customer journeys.

What is Customer Experience Strategy?


We all know from customer journey maps that customer experience is much more than a moment in time. State your corporate objectives for financial growth, employee retention and productivity, and so forth, within the context of what your primary target market wants.

Customer Experience Strategy: An A to Z Glossary


We’re moving towards personalized omnichannel experience in B2B customer journeys. Involve all the employees in the transformation : motivate the employees of the company to deliver great customer experience. Most of customer journey maps focus solely on customers.

B2C 121

CEO’s Guide to Growth through Customer Experience Alignment

Answer Dash

This tends to create confusion among employees about what trumps what in a pinch. When customers leave, employees and investors still must be paid and may be forced to leave. This simplifies employees’ daily decisions in alignment with corporate strategy.