step

Your employees’ insights are key to building diversity and inclusion in the workplace. Here are four steps to help assess and hone your efforts. In the wake of recent political and social events, it’s clear that there has never been a more critical time to fully address challenges of diversity and inclusion in the workplace. Companies across industries are moving forward to accelerate their commitment to cultivating diverse, equitable, and

46% of U.S. consumers have already deserted brands or retailers this year due to poor experiences* Set your business up for success this holiday season by investing in the tools and technologies that will help you better understand and accommodate your customers’ unique needs this holiday season. Optimizing in-person experiences while streamlining digital and contactless interactions will be more important than ever before this holiday season. Where to start? We’ve

How to navigate through the winds of change Customer experience is fundamentally shifting how patients approach their care and the way physicians and pharmacists adapt to meet those needs Read more to learn how the best pharmaceutical companies will win using Operational Customer Experience Management (OCEM). The key areas of focus will be:  Optimizing digital channels for patient and physician journey  Driving greater salesforce effectiveness and consistency  Maximizing stakeholder feedback

Digital orders and off-premise dining were trending long before shelter-in-place requirements forced restaurants worldwide to close dine-in services. Social distancing has not satiated guests’ hunger for convenience. Now more than ever, guests expect restaurants to deliver dine-in quality meals, directly to their homes with minimal guest effort.  Restaurants worldwide are scrambling to keep up with the new demand and operational issues that arise daily. Ones with know-how are embracing strategies

Get More from your Customer Experience Insights Your employees’ time is valuable, so you need to equip them with the best information to guide their decisions and actions so they can get their customers what they need, when they need it – and making sure they deliver excellent individual interactions and discovering areas for business improvements. Medallia’s integration for ServiceNow Customer Service Management allows companies to address issues faster —

A 3-Step Guide to Using Customer Journeys to create a Positive Return Experience in Retail Build Loyalty Through Your Returns Process The relationships customer form with brands are built over time–the more positive encounters with a brand, the stronger the relationship becomes. When a customer initiates a return, this is an excellent opportunity to turn what could have been a relationship-serving event into a positive, loyalty-building, interaction.  Working with a

Dreamforce Session 2019  – Katie Lechner and Aaron Dizack It was a pretty packed room at Dreamforce where Katie Lechner and Aaron Dizack from Gap shared their 5 steps to customer experience success on stage. Not only did we hear about how Katie’s passion for sailing and Aaron’s passion for astronomy required careful strategic planning, but we were also reminded that customer experience requires strategic planning as well if you

Source: Pink Petro/Fred Agho There’s an undeniable shift in energy among today’s corporations. CEOs everywhere are beginning to redefine how they’re positioning themselves. A recent CNBC article has been one of many to start outlining this change and explain why it’s happening. Gone are the days when shareholder value was the main focus. Now, CEOs are prioritizing business goals around “investing in employees, delivering value to customers, dealing ethically with

Talent Connect – LinkedIn’s annual business conference – is upon us. My team and I are leading a session on candidate experience as part of the “Data & Metrics” track, and while I understand the rationale behind this classification, it also speaks to something that we, as talent seekers, often get wrong.  We separate “candidate experience” from all the other parts of recruiting — sourcing, pipeline management, assessment, marketing —