Tag: Employee Engagement

How can a facilitator ensure a great customer journey mapping workshop?

In a 2019 survey, the Nielsen Norman Group found that journey mapping was the third-most popular activity for UX professionals. While it is one of the most used methods in CX, it also can be daunting. Running a successful customer journey...

CXM’s top 10 articles on employee mental health and wellbeing 

Between February and April 2022, McKinsey conducted a global survey of nearly 15,000 employees and 1,000 HR decision-makers in 15 countries. They found an average 22% gap between employer and employee perceptions. Employers are consistently rating workplace dimensions associated with...

Customer success competency model: how to ensure a customer-centric team

A customer success competency model probably sounds more complex than it really is. When broken down, it’s really simple to understand and implement within your business. At the heart of it, though, it’s a necessity to factor into your strategies...

 CXM’s top 10 articles on thoughtful CX leadership

What is your definition of a leader? Taking responsibility for translating a vision into action and providing people with conditions to do what they do best is a privilege. However, many leaders misunderstand and misuse the term leadership for a...

Looking at 2023: the changing whistle-blowing landscape

Looking at 2023, the year is set to continue to bring macro-economic uncertainty and geopolitical risk. These are likely to impactevery sector in the business world. This will be no different for the customer experience (CX) sector. With this, business leadersneed to be prepared for the challenges and learn how to navigate the current levels of uncertainty....

Using gamification to boost the morale of your sales teams

With the threat of a global recession looming over 2023, prospects are – and will continue – approaching new investments with greater caution. Sales roles have become even more challenging in that regard. But, with the right revenue and mitigation strategies in place, there are still opportunities for businesses to grow.  Even...

‘Errors of judgement, not intent’: how AI can help human error in the workplace

Human error is exactly as it says on the tin. We are all capable of making mistakes as no one is perfect and can act without flaws. The same is also true in the workplace. Though, these mistakes can be...

Are you building a check-up or check-in workplace culture?

Once again, sadly, we’re entering a period of uncertainty and recession. Budgets are stretched, profit margins squeezed. People’s productivity at work matters more than ever, as we head into a stormy 2023. EX (employee experience) and CX (customer experience) strategies are being adapted accordingly. But is change being implemented in ways that won’t stir up trouble? When it comes to...

10 key indicators of burnout and its impact on the workplace

In July 2021, Forbes predicted that many professionals were likely to leave their roles due to burnout. It was suggested that longer hours, the stress of transitioning to working remotely and the uncertainty of the pandemic may cause ‘The Great Resignation.’ Millions of...

How to become an internationally recognised, forward-thinking company

Forward thinking is a desirable skill for any team member. It means you are proactive; always on hand and ready to deal with tasks; you take risks; and are open to learning and growing.  When you have an entire cohort of...