We’ve all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. And while it can sometimes feel trivial, that type of friction adds up and affects our interactions with customers, thus affecting the customer experience. So how do we minimize those points of friction in the workplace? Host Pat Gibbons welcomes Christophe Martel, CEO and founder of FOUNT, a software platform designed to help reduce friction and improve productivity and employee experiences, for a discussion on reducing workplace friction and it's effect on customer experience.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “employee experience”
Let’s face it: not every person is well-suited to be, quote, “customer-facing.” Whether it’s their personality, their specific job requirements, or just their preference or personal talents, some people do better on the “behind the scenes” aspects of the company. And it’s easy to assume a mentality that they don’t necessarily need a customer-centric focus in their work. But an organization’s employee experience can impact not only their perspective of why they do what they do for the company, but also the customer experience. Host Pat Gibbons welcomes AJ Schneider, president of Wheaton World Wide Moving, for a discussion on why it's important all employees - regardless of their interactions with customers - know they are important to CX.
It’s a subject on which we’ve dedicated several episodes: employee experience. And we’ve even covered how to effectively combine CX and EX, a subject for which Walker released a report that you can find on walkerinfo.com. But we haven’t really explored the value of combining employee and customer experience – is it even worth it, and what challenges can I expect? Host Steve Walker welcomes Suzanne Scharer, a product scientist at Qualtrics, for a discussion on why it's worth the effort to combine your customer and employee experience data.
Journey mapping: that tried-and-true exercise of discovering your strengths as a company and the places in your customer’s journey where things could be improved. It’s a great tool to identify pain points and create empathy for your customers. But what about employees? Seems like it would be a great practice to build some empathy for your own team, right? Host Steve Walker welcomes Dr. Cecelia Herbert, principal XM catalyst at the Qualtrics XM Institute for a discussion on mapping the employee's journey.
Providing the tools and resources for employee success seems like a "no-brainer," but companies often overlook the systems and processes that can create friction in the customer experience. And if the employees struggle to provide seamless experiences, then you can bet that customers are feeling their pain as well. In the fourth episode of our "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes expert Georgetta Parisi, Ph.D., for a discussion on employee enablement.
We’ve had some great guests on the show recently and the importance of the employee experience has started to emerge as a notable topic. Many guests emphasize the need for companies to empower and trust their employees to make decisions that improve the customer experience. In this episode of our “Turn Back Time” take home value series, producer Chris Higgins highlights some of the take home value offered from our guest in regards to employee experience.
As more companies realize the potential of a customer-centric culture, the discussion around how your employees’ experiences can affect your customers' experiences is becoming more prevalent. Employee experience – or “EX” – has often been siloed in human resources, but how can you connect the customers’ and employees’ experiences? What data do we collect? And how do we activate a CX plus EX culture to make the best use of what we discover? Guest host Pat Gibbons welcome Kevin Campbell, an employee experience scientist at Qualtrics, to discuss how to connect CX and EX data.
The customer experience profession is evolving to recognize the importance of going beyond the customer. If a company’s culture doesn’t include employee experiences then it will be difficult to mature a CX program. Host Steve Walker welcomes Karyn Furstman, vice president and Head of CX Strategy & Solutions at Designit, for a discussion on building a customer-focused culture through employee experience.
The advantage of experience management (or "XM") is the holistic view of experience across the company. By leveraging customer and employee data together, companies can take their experience programs to the next level. But what companies are applying this practice and how’s it working out for them? Host Steve Walker welcomes Jennefer Pursifull, VP of marketing and sales, and Sharon Bislich, director for marketing, communication, and engagement – both from Medxcel, a healthcare facilities management company - to discuss how they successfully built their program to empower their employees to create better experiences for their clients.
The importance of the employee engagement has been featured on this podcast throughout several episodes. And while there is a strong connection between engaged employees and engaged customers, the two programs are typically separate. Employee experience is run by HR, customer experience is run by CX pros, and the two typically don’t interact much. However, that seems to be changing and experience management leaders are seeing applications for the two to come together. Guest host Pat Gibbons welcome back Troy Powell for a discussion about Walker's new report, "Effectively Combining CX and EX."