Behind every great customer experience is an engaged employee. Anastasiya Golovatenko, Account Director at Sherpa Communications, explores how leadership, purpose, and everyday behaviours shape the EX–CX connection, and why happier teams consistently deliver better business outcomes.
Cogito’s EX Score leverages human-centred signals to assess how contact centre agents will feel following daily customer interactions. Cogito, a provider of real-time coaching and guidance solutions, has launched Employee Experience (EX) Score, derived from a machine learning model built to assess contact centre employee experiences in customer interactions. Cogito’s EX Score leverages human-centred signals […]
Qualtrics has launched Manager Assist, a platform that empowers managers to listen to, understand, and act on feedback from their teams in real time. Manager Assist brings together and analyses the feedback employees offer through engagement surveys, and, with Qualtrics Discover, what employees are saying on public channels. It will tap into Qualtrics’ XM Benchmarks […]
Forsta, a provider of market research, customer experience (CX) and employee experience (EX) technology, at Web Summit introduced Predictive Net Promoter Scores (pNPS) created with CX data specialists GemSeek. Built on the Forsta Human Experience (HX) Platform, Forsta clients will now have access to analytics-powered predictions of silent customers and those who don’t provide the […]
Online food delivery platform, Deliveroo, has enhanced its focus on rider wellbeing to ensure their safety and satisfaction. By prioritising safety improvements and guidelines, adding new measures to a range of domains, and introducing new incentives, Deliveroo’s agency riders are the focal point of the aggregator’s summer plans this year. At Deliveroo, rider safety and […]
A recent KPMG study showed how the pandemic persuaded HR teams across the United Arab Emirates to promote flexibility over full-time office work. The report also highlighted the greater stress now placed on economic, social and governance (ESG) factors, which include issues of diversity, inclusion, and workplace culture. Meanwhile, business intelligence from advanced digital platforms […]
It impacts more than employee experience. Is workplace tech the new battlefront for brand reputation? From slow speed and response time from helpdesks to ineffective collaboration and no access to the right technology tools, workplace technology not only affects productivity and employee experience but also leaves a mark on brand reputation. Even though businesses spent […]
Customers want hybrid CX solutions, employees want a hybrid work model, and the industry leaders are reeling with a slew of challenges. The traditional nine to five model might as well be dead, and it’s about time. Feeding the baby while making a work call, having a meal while analysing data, or filing a story […]
Zendesk unveiled solutions that put conversations at the centre of CRM and an employee experience offering to help companies transform internal operations for hybrid work experiences. “The last few years have made it obvious that digital is the front door, convenience is paramount and relationships are anchored in conversations,” said Mikkel Svane, CEO and founder […]
Medallia, Inc., the global leader in customer and employee experience announced the signing of a definitive agreement to acquire Thunderhead, an enterprise technology for real-time interaction management and journey orchestration. Thunderhead will strengthen Medallia’s ability to power individualised journeys and conversations at scale, across all online and offline channels, helping Medallia’s thousands of customers continue […]
