The Future of Customer Experience: Where it’s heading in the next five years
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 …
Category: Employee Experience
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.
Hybrid success for contact centres
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 …
Using your “Employee Value Proposition” to recruit, engage & retain quality talent
There is no doubt that the COVID-19 pandemic, which paused the world in 2020, is still affecting a lot of people. Apart from the adjustments that workers were forced to …
Hybrid work environments for CX teams are here to stay
Spurred on by the need to work remotely during the pandemic, the growth in hybrid work environments is expected to be a continuing trend. But in terms of maintaining employee …
Most senior Australian business leaders plan to join the ‘Great Resignation’
According to a new report released today by KellyOCG, over three quarters of Australian senior executives say they are planning to leave their organisations in the next two years, which …
Why Employee Experience is the #1 priority in 2022
The pandemic has elevated the importance of having engaged and loyal employees. In fact, employee experience (EX) is touted as a top priority by most CX leaders and their organisations …
Why CX and employee experience (EX) need human empathy
Perhaps one of the biggest lessons learned through the pandemic is the immense value of human contact and the importance of empathy. When people feel connected to others and understood, …
Do you have what it takes to be a modern insights and customer experience leader?
Over the last few years, the role of experience and insights professionals and the associated skills required, has evolved dramatically. Sprout Strategy’s new report, Australian State of Experience & Insights …
How to Ensure WFH Buoys Customer Experience
A few years back, nobody would have believed that employees will be working from home (WFH) to the extent that 61% of employees will want it to be the norm. …
Is creating a great employee experience a waste of time and money?
Organisations that understand the link between happy engaged employees and happy engaged customers will exceed in the experience economy. Yet Customer Experience (CX) and Employee Experience (EX) strategies are often …