ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization.

Sentiment Analysis 334

Sentiment Analysis AI Predictive Analytics Machine Learning 334

Customer Think

JUNE 11, 2024

What is the employee experience and customer experience ROI connection? Let’s take a look at all the players and definitions. Business value is: — Created primarily by ALL non-customer-facing employees and suppliers. — Communicated by Marketing and Sales employees. — Fulfilled by Operations and Service Delivery employees and partners. — Rescued by Service Recovery employees.

Customer Experience 122

Customer Experience CX Sales 122

The DiJulius Group

JUNE 11, 2024

Best Ted Talk of 2024 / The Employee Experience Revolution Hits Bestseller / Trickflation / What it Takes to be One of the Best Companies to Work For / New EX Academy / 50% off EXR books The Employee Experience Revolution Hits Bestseller The Employee Experience Revolution: Increase Employee Morale, Retain Your Workforce, and Drive. Read Full Article The post Best Ted Talk of 2024 / Bestseller / Trickflation / What it Takes to be One of the Best Companies to Work For appeared first on The DiJuliu

98

98

Customer Think

JUNE 11, 2024

Image Rights for ECXO.org: Generated by MidJourney and DALL-E A Comprehensive Analysis of AI’s Impact on the Employee Experience As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Machine Learning 102

Machine Learning AI Technology Technology 102

Advertisement

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

Experience Investigators

JUNE 11, 2024

Let’s transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

CX 83

CX Customer Experience 83

Customer Think

JUNE 11, 2024

In this episode of the Sales Leadership Awakening Podcast, Dan Flanagan, Chief Sales Officer at BluSky Restoration Contractors, shares his company’s remarkable growth journey from $5 million to $700 million in revenue. He underscores the importance of remaining teachable, coachable, and diligently striving for success, viewing these qualities as indispensable for personal and professional growth.

Sales 64

Sales 64

Customer Think

JUNE 11, 2024

Today’s post was originally written for MarTech. It appeared on their site on March 26, 2024. Over the years, I’ve written about multichannel and omnichannel experiences.

Omnichannel 64

Omnichannel Technology Technology 64

CallCare

JUNE 11, 2024

The need for effective call management is required more than ever before, and maintaining customer satisfaction and operational efficiency is key to any business wanting to succeed. These solutions offer businesses a way to handle excess call volumes without compromising service quality. These solutions can benefit a wide range of industries, providing flexibility and improved customer interactions.

E-commerce 52

E-commerce Healthcare Retail Customer Satisfaction 52

Customer Think

JUNE 11, 2024

In my first post (which you can read here), in a series of posts about “First Principles Based Leadership”, I shared the importance of developing five types of awareness (self, social, cultural, contextual and systems) in order to build that foundation for becoming a First Principles based leader.

59

59

Help Scout

JUNE 11, 2024

Explore real-world examples and best practices for implementing AI effectively in customer service.

AI 49

AI Customer Service 49

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Customer Think

JUNE 11, 2024

Artificial Intelligence (AI) is transforming the business landscape. Companies are leveraging AI to optimize operations, enhance customer experiences, and drive innovation. With AI, businesses can analyze vast amounts of data quickly and accurately, leading to better decision-making. This technology also helps in automating routine tasks, allowing employees to focus on more strategic initiatives.

AI 59

AI Artificial Intelligence Innovation Technology 59

TeamSupport

JUNE 11, 2024

Work Smarter, Not Harder with TeamSupport TeamSupport's latest AI features are paving the way for exceptional customer support at scale. With AI capabilities, your team can now efficiently handle customer inquiries, analyze data for insights, and personalize interactions like never before. Embrace the power of AI with TeamSupport and revolutionize the way you deliver support to your customers.

AI 40

AI 40

Customer Think

JUNE 11, 2024

Every day, we see people gathering in bars and restaurants to watch a sporting event, flocking to theaters to be mesmerized by actors and actresses or coming home from a business meeting, inspired by hearing a powerful, motivational speaker. What’s the common thread?

Sports 59

Sports Sales 59

SurveySensum

JUNE 11, 2024

Who exactly is your customer? Are they young professionals, retired individuals, or perhaps students? Understanding these characteristics is crucial for analyzing how different groups perceive your products or services and tailoring your approach to better meet their needs. Demographic survey questions hold the key to unlocking these insights. These questions dig into the details of your respondents’ lives, covering age, gender, income, education, and more.

Education 52

Education Customer Journey Map Start-ups Net Promoter Score 52

Advertisement

51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

Contact Center

Customer Think

JUNE 11, 2024

In his classic 2006 book, The Fifth Discipline, Peter Senge identified a future where progressive learning organizations would produce skilled, value producing knowledge workers. Nowhere is this more true than in the goal of an enterprise to produce value for both employees and customers.

Customer Experience 59

Customer Experience 59

Customer Think

JUNE 11, 2024

The News On June 5, 2024, SAP announced that it entered into a definitive agreement to acquire WalkMe. Walkme is a leader in the digital adoption platform (DAP) market. DAPs are about the elimination of digital friction from workflows to turn the business application tech stack into a competitive advantage.

Technology 49

Technology Technology 49

Customer Think

JUNE 11, 2024

In my last post, I shared the importance for leaders to work on five different kinds of awareness (self, social, cultural, contextual and systemic). Today and in the next four posts, I will delve into how can we go about cultivating and improving each one of these awareness.

45

45

Customer Think

JUNE 11, 2024

Starbucks Author and Consultant As someone who worked with Starbucks leadership when Howard Schultz was at the helm and since I’ve authored two books about the company (The Starbucks Experience and Leading the Starbucks Way), I look to the brand for lessons in prosperous and challenging times.

Customer Experience 45

Customer Experience 45

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights