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.
In a world increasingly driven by efficiency and quantifiable outcomes, the subtle art of building meaningful connections often takes a backseat to transactional interactions. Yet, the human desire for genuine …
Australian business leaders must prioritise diversity and resist the potentially damaging trend of mirroring the United States’ recent retreat from inclusivity – a move that could significantly undermine workplace innovation …
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 …