Buzzword Decoded: What is CSAT Really?

CSAT is by far one of the most recognizable metrics when it comes to measuring customer experience, and one that companies have seemed to use forever. But have they really? Because of its importance, the CSAT score seems to have been around since the beginning of time—why wouldn’t you want…

6 Benefits of Mentoring in the Workplace

Research the career trajectories for CEOs of Fortune 100 companies, and you can count on certain similarities coming up. One consistent characteristic? They often call out a positive experience with a mentor. After sharing the basics of workplace mentoring, this article will examine several benefits of mentoring in the workplace,…

8 Useful CX Metrics to Inform Your Strategy

Having a dedicated CX strategy is important for any company in a market that prioritizes experience differentiation. While at one time the way for companies to maintain a corporate advantage was product differentiation, things have changed in saturated markets where customer loyalty is harder to gain—and keep. While most businesses…

Words Matter: Positive Feedback and Employee Motivation

It’s National Say Something Nice Day, and we’re all about spreading positivity! Words matter, and when you say something nice, you spread a little more happiness along the way. When it comes to your office, spreading encouragement is all the more important. After all, who wants to work in an…

How Important is an Organization’s WHY?

Ever since Simon Sinek’s 2009 TED Talk went viral, “finding your WHY” has become extremely fashionable for businesses of all sizes. For many business owners and leaders, Sinek’s video was their first encounter with the idea of leveraging the purpose behind an organization. And Sinek’s ideas, while not unprecedented, have had…

Integrating Cybersecurity into the Employee Experience is Crucial on Many Levels

Cybercriminals are attacking company security defense systems from every direction, and they do it with an evolving ingenuity that frequently upstages our best efforts. Once they penetrate the first level in the network, there's no knowing the routes their malware can take and the damage it can cause. Businesses in…

What is CXI? Into the World of Customer Experience Innovation

Customer experience itself is no longer an unknown topic, but one of great importance in the business world. Organizations are more invested in customer experience than ever before, and the development of this customer focus has companies wanting to enhance customer experience—or CX—at every touchpoint possible. Buyer personas give way…

Aligning CX and Cybersecurity Improvements for Groundbreaking Strides in 2024

Over the last few years, businesses have faced dramatic technological challenges, thus impacting their marketing and strategic decisions. The pandemic put digital transformation at the forefront, making it a mad scramble for 68% of global businesses to keep up with consumers. The latter shifted shopping habits to online transacting in…

Know Better, Do Better: Employees, Consumers, and Getting to Know Your People

As we continue our series on using empathy to lead the way in your corporate social responsibility initiatives, let's switch our focus to a new way of looking at your employees. There is a sense, historically, of employees viewing management as a sort of parental guidance. It sounds funny, but…

How to Put People First at Work: 6 Global Examples

Putting people first at work can improve productivity, increase employee engagement, and enhance customer service. All of which leads to greater profitability. It’s a win-win. But you’ll need to know how to put people first at work to leverage these benefits. This article shares examples from global organizations aiming to…

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