How Professional Networking Benefits EX

Julie is dissatisfied at her job. She is good at what she does. She likes most of her colleagues. But she isn’t being challenged. She’s half-heartedly looking for alternative jobs, but whole-heartedly complaining to friends about her frustrations. They recommend networking. She rolls her eyes and thinks, “I reached out…

Five More Groundbreaking Employee Engagement Benchmarks

If there's any doubt in your mind, rest assured: Employee experience has a huge impact on customer experience. We've recently taken a deep dive on exploring the relationship between employee engagement and employee experience (EX) and how both connect to customer retention to deliver an unsurpassed customer experience (CX). Our…

How Does Technology Influence Our Lives?

Technology has become an integral part of our lives, revolutionizing the way we work, communicate, and live. From smartphones to smart homes, technology has infiltrated every corner of our existence. Whether it's starting your day with the alarm clock on your phone, using Alexa to turn lights on and off,…

5 EX Metrics to Transform Your CX

Two vital business success drivers are employee retention and customer loyalty, thus consolidating team cohesion and sustainable sales revenue over the long term. We have already covered the overlap between CX and EX, showing how ambitious CX objectives can never emerge without establishing a corporate culture that favors exceptional employee…

Leisure Travel Expectations for 2024

What did you do during the pandemic? Chances are, you didn't get out much. The fear of a deadly virus, travel restrictions implemented by countries, and lockdown protocols everywhere meant the travel industry was virtually grounded overnight. As COVID-19 dissipated into weaker strains and vaccinations became common, travel slowly began…

Understanding the Overlap Between EX and CX

Can you imagine a business where there's hardly any interaction between customers and employees? Sounds far-fetched, doesn't it? While AI and chatbots can often step in at several points, most businesses looking to deliver a great customer experience and improve retention will ensure the human touch. After all, talking to…

DEI in Marketing: Inclusive Holiday Campaigns

Jamie is a conscious consumer in her personal shopping. When tasked with finding a new IT support vendor, she brings her commitment to purchasing with positive social, economic, and environmental impact to the recommendations she makes to her team. She exemplifies the changing demands you face from B2C or B2B…

How to Develop and Support Microcultures

We all know that culture counts, and we're asked to focus on "the big picture" so often that "the little picture" sometimes gets a little fuzzy. Time to get up close and personal with microcultures! If you read the first article in this series, you’ll remember Antoine. As a new…

How PX Is Driving Healthcare Transformation

The Medical Group Management Association’s 2023 Leader Conference in Nashville was an outstanding event with more than 2,000 attendees focused on the changing environment for and expectations of medical groups in today’s healthcare system. There were the usual sessions on financial mastery, operational efficiency, and government affairs, but the heart…

How to Ensure Amazing UX Doesn’t Make Us Lazy Humans

No one wants to work harder than they have to, right? Since design scholar and researcher Don Norman coined the term User Experience in 1993, UX has more than just changed our relationships with gadgets. The concept of delivering outstanding user-centric experiences has become central to our experiences as consumers.…

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