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.
Contact centre agents play an essential role in ensuring the smooth operation of your organisation. Maintaining their motivation, productivity, and satisfaction is fundamental to the success of any contact centre. This article examines how recent technological advancements can support agents and enhance both their workplace environment and job satisfaction. Challenges facing contact centre agents Contact …
Customer experience (CX) is often equated with personalisation and speed. Companies strive to collect more and more data to anticipate needs and streamline interactions. But what happens when that pursuit of convenience clashes with the fundamental need for security and safety? For Yarra Valley Water (YVW) this question is at the heart of its CX …
The Australian Customer Experience (CX) job market is currently experiencing solid growth, with strong demand in the financial services, retail, and healthcare sectors. While competition for senior roles is high, there’s a notable need for professionals who can combine strategic thinking with hands-on technical skills and data analysis. CXFocus editor, Mark Atterby talks to Fiona …
Here’s something we should probably all acknowledge: internal customer experience can be as important as external customer experience, especially in environments like contact centres. But new AI-powered tools are helping to get user experience right internally to help retain talent. Tackling turnover in customer contact centre teams can be a perpetual challenge for customer experience …
The shift to digital workplaces promised enhanced connectivity and flexibility, but a darker side is emerging that many organisations are failing to confront – digital bullying. As teams increasingly rely on online collaboration tools like Slack, Microsoft Teams, and internal chat forums, these platforms can inadvertently become breeding grounds for harmful behaviours that erode trust, …
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 connection remains a fundamental aspect of both personal and professional fulfillment. The limitations of solely transactional relationships are stark: they prioritise immediate gain over long-term …
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 and progress, according to Mary-Beth Hosking, founder of Quantum Transformation. She says, “Fostering a diverse workforce is not just a social responsibility but a strategic …
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 in repetitive, time-consuming work and complex critical thinking activities to improve the full customer experience. A first step in prioritising the experience is to recognise …
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 training, and improve interactions with customers. This can lead to increased employee engagement, reduced turnover, and lower cost to serve. CX leaders globally are optimistic …
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 Lage, Customer Experience & Training Manager at Nespresso, on their use of AI to elevate CX and EX. Heather is presenting at a upcoming webinar …