How Speech Analytics Unlocks Insights for Customer-Centric Strategies
September 28, 2023 | Tim Carrigan
Businesses constantly search for innovative ways to connect with customers and provide top-notch service. While digital channels have opened up new...
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Creating A Sense Of Belonging For Employee Retention
July 27, 2023 | Andy Mattox
In today's world, organizations are beginning to recognize the importance of fostering a sense of belonging among their employees. Belonging in the...
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Sharing Employee Feedback to Improve Organizational Culture
July 12, 2023 | Joe Piette
One of the most effective ways to drive growth and success is through a strong employee feedback program. Organizations that prioritize employee...
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How Employee Surveys Boost EX
July 3, 2023 | Joe Piette
According to a recent Gallup poll, just 36 percent of U.S. employees are engaged at work. This means that over 60 percent of workers are actively...
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Why EX Is the Driver of CX
June 19, 2023 | Jeff Lewandowski
Employee experience (EX) is the sum of what it is like to do the job: the working conditions, the tools, the manager, the schedule, and the feedback...
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The Ever-Changing Employee Experience
June 5, 2023 | Joe Piette
Employee engagement has decreased in the United States for the first time in 10 years. The percentage of engaged employees fell from 36 percent in...
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6 Ways to Optimize Touchpoints with Customer Experience Design
May 2, 2023 | Dan Arthur
In today's hyper-competitive business environment, delivering an outstanding customer experience (CX) is no longer optional—it's a necessity....
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Improve Contact Center Experience With Journey Analytics
March 23, 2023 | Tim Carrigan
As businesses compete to attract and retain customers, the importance of providing an exceptional customer experience has never been greater. One...
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How to Create Crazy Loyal Customers
February 16, 2023 | Andy Mattox
Crazy loyal customers are the customers who do not shop around. They renew without being asked, they forgive an occasional mistake because the...
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Employee Experience Drives Customer Experience
January 24, 2023 | Joe Piette
As the adage goes, your customer experience is only as good as your employees’ experience. When people show up to work happy, they’re more likely to...
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