In my previous article, How CX Meets Employee Engagement for Business Growth, we explored the symbiotic relationship between Customer Experience Excellence (CEE) and Service Employee Engagement (SEE).

It’s no secret that customer experience (CX) and employee experience (EX) are inextricably connected. According to a Harvard Business Review article, employee experience is the key driver of customer ...

Over the past few decades, well-meaning business leaders have tried to build customer-centric workplaces to gain advantages over their competitors. The real key to success, however, starts with an ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The world is discovering how powerful AI is in so many areas ...

According to Bova’s research, positive employee experiences drive positive customer experiences. The idea is not new, but it has been lost for many business leaders. I first heard about the concept of ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...

Philippe is the GM of Grand Hotel Les Trois Rois and a mentor, executive coach, advisor and expert on employee engagement. In customer service, where interactions often lean toward efficiency and ...

The ability to streamline operations and offer exceptional customer experiences can make or break a company. Enter Codifica.ai with the launch of the Codi Service Assistant, an innovative AI-powered ...