Employee experience (EX) has become a critical factor for attracting, retaining, and engaging top talent. It encompasses all aspects of an employee’s journey with a company, from the initial recruitment process to their eventual departure.
By prioritising employee experience, organisations can create a workplace where employees feel valued, engaged, and motivated to do their best work. This not only benefits employees but also drives positive business outcomes.
We’ve all heard the saying that the customer always comes first. While this is typically true, the overall experience in making this happen involves not only customers but employees involved …
Artificial intelligence (AI) is increasingly redefining how organisations shape the employee experience (EX). For customer service and support teams in particular, AI presents opportunities to simplify processes, enhance coaching and …
Nespresso has harnessed the power of chatbots to elevate customer interactions and has also employed AI to optimise employee training and knowledge management. Mark Atterby from CXFocus talks to Heather …
At its X4 event In Sydney last week, Qualtrics revealed its vision and roadmap for the future development of its products. That vision firmly embraces AI and the capabilities it …
Customer experience (CX) agents are the backbone of any company’s interaction with its customers. It can be a very tough job, however. They’re juggling multiple applications, information screens, and clunky …
Automation brings undeniable benefits. Repetitive tasks are completed with lightning speed and flawless accuracy, freeing up human resources for more complex endeavours. Customer service chatbots can handle routine enquiries, while …
Just as the modern customer expects personalised experiences tailored to their individual needs and preferences, so too do employees. All the talk around AI has mainly centred on its impact …
Linking the voice of the employee (VoE) with the voice of the customer (VoC) can create a holistic view of an organisation’s performance. For a number of leading organisations this …
Amazon founder Jeff Bezos once famously said: “we see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every …
Since the pandemic, most contact centres have implemented a hybrid working model. And according to research by Observe.ai, the majority (54%) envisage they’ll continue to operate on a hybrid model in …