Category: Employee Experience

From sales to success: The revenue impact of customer experience training

While the onus of generating revenue historically fell on sales teams, customer success teams also play a pivotal role in this process. Sales teams are tasked with initiating conversations and building relationships with potential customers to close the deal while...

The Law of Congruent Experience: Unlocking Higher Customer Satisfaction Through Employee Happiness

In the complex tapestry of modern business, customer satisfaction stands as a beacon of success and sustainability. It’s the pulse that measures how effectively a company meets the needs and expectations of its clientele. 84% of companies that embark on...

Employee experience design as a lens and valuable tool

It feels like everyone is bought into the idea of employee experience. It’s a hot topic in most HR circles. It’s become a profession in its own right. But how many companies are truly embracing it? What if it wasn’t an all or nothing? Just imagine a workplace where everything is carefully designed around your...

Breaking barriers for women in leadership: 4 simple tools to enforce in your organisation

It is no secret that it is more difficult for women in business to achieve leadership positions within their organisations. There are several reasons for this, including gender bias, lack of opportunities, and work-life balance challenges. Women in leadership is a...

Lifting as we climb: mentorship and the rise of women

International Women’s Day, to me, marks an important moment to pause and take stock. It’s important to recognise that momentum is building when it comes to women rising to leadership roles in major corporations. Many corporations are actively increasing their...

Good CX cannot exist without good staffing

The recent Centre for Retail Research figures showed that around 120,000 retail jobs were lost last year. While some job losses could not be avoided as behemoths of the UK’s high street collapsed, other retailers are reducing staff numbers to...

Doing it deskless: the rise of gig CX, freelancers, and hybrid settings

The term ‘workspace’ has undergone several generational shifts as people are beginning to adapt to different work environments. Last year, it was recorded that more than half of employees have flexible working arrangements in their current role. The change from a permanent office set up to...

Could 2024 be defined by the thrilling convergence of employee and customer experiences?

In the fast-paced world of business, the start of a new calendar year presents a great opportunity to look in the rear-view mirror and then shift into higher gear. 2023 was characterised by shifting economic landscapes, tightening regulations, fast-changing consumer preferences and pressure to...

Empowering people of colour: strategies for building a more inclusive CX industry

The CX industry is constantly growing with more and more companies paying attention to the concept. In fact, a recent study showed that around 49% of business leaders say that CX is their top priority over product and price.  However, like many other...

Security and cybersecurity considerations for employee onboarding

HR departments and senior management teams often spearhead onboarding, but your IT, security, and cybersecurity teams are integral. Onboarding new employees requires the establishment of safe accounts, physical security passes, and other security considerations – are you making these processes as...