Employee engagement defines the emotional commitment and sense of responsibility that an employee carries towards his/her organisation, its goals and visions. The repercussions of the Covid-19 pandemic have urged employees to shift to working right from their dwelling places. This has impacted their work lives in both positive and negative directions.
The future of customer service is rapidly evolving. Customer expectations are growing while patience is dwindling. Contact center costs are growing, and scaling while delivering exceptional experiences is becoming more challenging than ever.
‘Employee experience’ has become the buzzword in board meetings, transcending boundaries of HR duties, and adding a meaningful dimension to the smooth functioning and optimum organizational growth.
A lot of companies miss that a great employee experience leads to a great customer experience. Independently, each function leads to valuable relationships — with customers and employees — but when CX and EX are managed together, they create a unique, sustainable competitive advantage.
How do experts design for immersive in-store experiences while leveraging the efficiency and instant gratification of the digital world? This is the essence of the phrase “phygital” — the combination of physical and digital for enhanced experiences.
For many people there is nothing lonelier than working from home in silence. Music works wonders for your mental health and productivity, as long as it doesn’t distract you too much during work hours. And with many of us in the workforce transitioning to a WFH-situation (work from home) staying focused and on track can prove harder than ever.
Nudge: Improving Decisions About Health, Wealth, and Happiness Authors: Richard H. Thaler, and Cass R. Sunstein The idea The authors start from the premise that the…
Customers nowadays expect a consistently positive experience when interacting with companies, products and services. If organizations really desire to meet or exceed these expectations, they need to rethink and adapt the outside-in perspective. In other words, they need to walk in their customer’s shoes and understand how they are really experiencing the customer journey and what they are feeling at each transactional touchpoint.
Users increasingly expect their customer experiences to have a voice component, whether on a smartphone, on websites, or on a full-fledged voice assistant. The relative ease of use of voice assistants like Google Home and Amazon Alexa is engendering a significant paradigm shift away from page- and screen-bound brand experiences toward those increasingly mediated by audio, sound and voice.
It’s no secret that search engines are moving toward finding ways to measure this experience. Google’s page experience update (which is now officially rolling out) and the introduction of Core Web Vitals are a move in that direction.