In the constantly evolving world of digital engagement, a strong focus has been placed on the interconnectedness of customer experience (CX) and employee experience (EX). As more businesses move their ...

The domains of customer experience excellence and service employee engagement are fundamental to the survival and prosperity of any business in a modern business environment and are key components of ...

Shot of call center operators working in the office. Call center agent working with his colleagues in modern office. Smiling handsome businessman working in call center. Customer experience is ...

Over the past few decades, well-meaning business leaders have tried to build customer-centric workplaces to gain advantages over their competitors. The real key to success, however, starts with an ...

Customer experience and employee experience are often perceived as separate priorities. Yet in the currency of modern-day business, they are in fact two sides of the same coin. Organisations that ...

As the pace of technological evolution accelerates and everyone’s expectations keep rising, it’s time to unite customer (CX), employee (EX), and product (PX) experiences into one seamless journey. We ...

Most bank leaders say their institution puts a high priority on employee experience as a strategic business goal and in turn, front-line employees seem to widely embrace their institutions' values and ...

Forbes contributors publish independent expert analyses and insights. I write about the shifting workplace and the new employee experience. Mar 20, 2024, 03:41pm EDT Lattice’s annual research report ...

According to Bova’s research, positive employee experiences drive positive customer experiences. The idea is not new, but it has been lost for many business leaders. I first heard about the concept of ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...

A good leader values employee happiness. A great leader values the employee engagement that results from that happiness. That is what employee engagement is, after all -- the degree to which an ...

Guided by the belief that “people are the culture – and when culture lives, business grows”, the agency aligns every programme with evolving workforce dynamics and real-world business realities. At ...