Employee experience (EX) has become a critical factor for attracting, retaining, and engaging top talent. It encompasses all aspects of an employee’s journey with a company, from the initial recruitment process to their eventual departure.
By prioritising employee experience, organisations can create a workplace where employees feel valued, engaged, and motivated to do their best work. This not only benefits employees but also drives positive business outcomes.
Here’s something we should probably all acknowledge: internal customer experience can be as important as external customer experience, especially in environments like contact centres. But new AI-powered tools are helping …
The shift to digital workplaces promised enhanced connectivity and flexibility, but a darker side is emerging that many organisations are failing to confront – digital bullying. As teams increasingly rely …
In a world increasingly driven by efficiency and quantifiable outcomes, the subtle art of building meaningful connections often takes a backseat to transactional interactions. Yet, the human desire for genuine …
Australian business leaders must prioritise diversity and resist the potentially damaging trend of mirroring the United States’ recent retreat from inclusivity – a move that could significantly undermine workplace innovation …
We’ve all heard the saying that the customer always comes first. While this is typically true, the overall experience in making this happen involves not only customers but employees involved …
Artificial intelligence (AI) is increasingly redefining how organisations shape the employee experience (EX). For customer service and support teams in particular, AI presents opportunities to simplify processes, enhance coaching and …
Nespresso has harnessed the power of chatbots to elevate customer interactions and has also employed AI to optimise employee training and knowledge management. Mark Atterby from CXFocus talks to Heather …
At its X4 event In Sydney last week, Qualtrics revealed its vision and roadmap for the future development of its products. That vision firmly embraces AI and the capabilities it …
Customer experience (CX) agents are the backbone of any company’s interaction with its customers. It can be a very tough job, however. They’re juggling multiple applications, information screens, and clunky …
Automation brings undeniable benefits. Repetitive tasks are completed with lightning speed and flawless accuracy, freeing up human resources for more complex endeavours. Customer service chatbots can handle routine enquiries, while …