Xperience News Around the Globe

“As businesses focus more on their customer relationships following the pandemic, there has been much talk of customer journey orchestration.

Forrester Wave research is regularly published on the subject and leading consultants wax lyrical about its advantages. Journey orchestration technology is a brilliant way for brands to boost customer experience, build trust and increase the lifetime value of each customer.”

Read More at: CMSWire.com.

“As businesses focus more on their customer relationships following the pandemic, there has been much talk of customer journey orchestration.

Forrester Wave research is regularly published on the subject and leading consultants wax lyrical about its advantages. Journey orchestration technology is a brilliant way for brands to boost customer experience, build trust and increase the lifetime value of each customer.”

Read More at: CMSWire.com.

““Protecting your “great idea” is often paramount to entrepreneurial thinking.

One of my favorite sayings is that I can create faster than a competitor can steal. To my knowledge, I have never witnessed someone stealing and executing my idea and competing with me or one of my clients. Though not an impossibility, this rarely, if ever, happens.

The key lies in the execution of the idea, bringing it to fruition. If it were easy, everyone would do it. You can’t steal execution! The best way to create competitive advantage is to execute the customer experience with excellence.”

Read More at: HeraldTribune.com.

“Experience-level agreements, or XLAs, have the unique ability to tie software and platform metrics to end user satisfaction, rather than the more familiar service-level agreement, or SLA. For those unfamiliar with the term, an XLA is an agreement between a customer and a service provider that uses the quality of employee experience with the provider’s services as its basis.

In order to understand some of the benefits of an XLA, it is helpful to review how SLAs are typically structured, and where their shortcomings can impact the customer experience. SLAs traditionally deal with availability (uptime of a service), capacity (how many concurrent sessions or users), and reliability (how frequently there are issues with connectivity, and how quickly technical support is made available), though an agreement may have many other components.”

Read More at: cmswire.com.

“The last two years have wrought huge changes for businesses. Some of them, like widespread product shortages, look to be mercifully temporary. Some, however, will prove more durable, like the permanent shift to remote work.

It’s no secret that most companies don’t expect to return to a pre-pandemic workplace. According to a May 2021 Mercer survey of 594 North American companies, 70% plan to permanently adopt a blended in-person/remote model. Remote work—or at least hybrid work—is officially the new normal. And this has profound implications for IT and the larger business.”

Read More at: datamation.com.

“Experience is truth.” That was one of the slogans my colleagues and I came up with in our first meeting as the newly-formed Digital Employee Experience team at ABN AMRO, one of the  largest banks of the Netherlands.

The subtext being that Digital Employee Experience, had to be top of mind for every IT project, even if that meant some unconventional thinking.

But we were ready for unconventional.”

Read More at dex.nexthink.com.

“Over the summer, it has become increasingly clear that many enterprise leaders are not happy with the thought of a workforce that is working entirely from home. Even in the tech industry, companies like Google and Microsoft have already indicated that a substantial number of employees will be returning to their campuses across the world on the condition that those employees are vaccinated.

What is problematic — apart from the resistance of some people to vaccination — is that many organizations are still trying to develop and apply strategies that will cater for the new hybrid workplaces that are emerging globally. However, as employers implement their future of work strategies, including decisions around hybrid work and increased flexibility, a gap is emerging between executive and employee perceptions on the future of the employee experience.”

Read More at cmswire.com.

“With technology democratizing most markets and placing any company’s competitors just a click away, ensuring your hard-won customers stay onside involves a lot more than offering a product or service at the right price. Building brand awareness and then presenting top-rate customer experiences is a multifaceted process.”

Read More at techwireasia.com.

“With technology democratizing most markets and placing any company’s competitors just a click away, ensuring your hard-won customers stay onside involves a lot more than offering a product or service at the right price. Building brand awareness and then presenting top-rate customer experiences is a multifaceted process.”

Read More at techwireasia.com.

“With technology democratizing most markets and placing any company’s competitors just a click away, ensuring your hard-won customers stay onside involves a lot more than offering a product or service at the right price. Building brand awareness and then presenting top-rate customer experiences is a multifaceted process.”

Read More at techwireasia.com.

“Over the past few years, there’s been an upward trend for ‘want’ versus ‘need’ spending form Australian consumers. Fort businesses, this has meant the quality customer experience has begun to play a critical role in an organization’s success or failure. Traditionally, CX and EX have been looked at as separate functions of a business but now, many are realizing they are intrinsically linked and very much reliant on one another – if the business is not performing well on one side, it’s unlikely the other will suffer.”

Read More at bit.au.com.

“Employee experience as we know it is on the cusp of great change. With more than one in four employees planning to switch employers in 2021, about 25% cite the need for greater support for their well-being and a desire for more meaningful work as their key motivators for wanting to leave. That’s why understanding every […]

“To say this past year has been a challenge for digital workers would be like saying deserts are sometimes hot, dry and sandy. While there’s no doubt they faced struggles on every front — personally, professionally and as a community — they also demonstrated a lot of resilience.” Read More at Forbes.com.

“With a career built in enterprise IT, specializing in end user computing, Tim Flower has a long history of problem solving. “But there was always a missing link,” he told Simpler Media Group. “IT doesn’t don’t know about issues until you call the help desk. That always bothered me, and when we struggled with some […]

As organizations prepare to lead their post-pandemic hybrid workforce, leaders face critical choices about how best to measure and monitor their workers’ performance. Should leadership use new measurement technologies to double down on greater oversight? Or are these capabilities better deployed to empower workers? Our research suggests a growing divide between organizations that view enhanced […]

Johnson Damian at Human Resources Director gives us a list of the jobs with the highest employee satisfaction. Is your job on the list? Read more at hcamag.com

Never has employee experience been more important than in today’s turbulent times because companies can complement the efforts of the government in helping their employees deal with the impact of COVID-19. Read more at PeopleMatters.in

“As organizations prepare to lead their post-pandemic hybrid workforce, leaders face critical choices about how best to measure and monitor their workers’ performance. Should leadership use new measurement technologies to double down on greater oversight? Or are these capabilities better deployed to empower workers? Our research suggests a growing divide between organizations that view enhanced […]

In our pursuit of customers through personalization, we broke all kinds of social contracts — which had the opposite of its intended effect. Welcome to the era of partnership-based personalization. Read more at ZDNet.com

The pandemic has made the need for an EXP more urgent than ever. So, given the absence of a physical work space, how does a company create a sense of culture and connection and provide a more meaningful employee experience? Here’s how Microsoft Viva aims to deliver an integrated experience that empowers people and teams […]

All business units depend on the creativity, productivity and attitude employees bring to the workplace. Treating your employees like your No. 1 customer can help you improve the employee experience (EX), build a customer-centric company and capture more revenue. Read More at MartechSeries

Deskless workers and frontline workers are the faces of a business. As a result, they are the deciding factor in how customers perceive your brand. This stage of customer service is crucial in establishing a high quality of CX at your business.Therefore, it’s important that Deskless and frontline workers are well informed about the product […]

When you reflect on the often touted corporate aphorism: “Our people are our greatest asset,” what sort of emotion does that illicit in you? For some, this mantra will resonate deeply and passionately, others may greet it with apathy and some may land somewhere in between. Whatever your stance, the inescapable truth is that businesses […]

How workers feel doing their work and being in the workplace is important. That’s because workers that enjoy their job, their coworkers and their company are more likely to preform well, which is of course what any business wants from its staff.  Read More at Cleanlink.com

Elastic (NYSE: ESTC), the company behind Elasticsearch and the Elastic Stack, have announced a new study, claiming that employee experience has become a new priority for IT leaders as they reinvent their infrastructures to support remote workforces. The Changing Role of the IT Leader was conducted by Forrester Consulting on behalf of Elastic in February […]

IT leaders have an increasing impact on employee experience and business resilience a year into COVID-19, a global study reveals. A new study announced by Elastic, the company behind Elasticsearch and Elastic Stack, shows employee experience has become a new priority for IT leaders as they reinvent their infrastructures to support remote workforces. Conducted by […]

Qualtrics, the newly public experience management software maker that’s majority owned by SAP, is releasing a new platform that aims to serve as the operating system for experience data management. With XMOS, Qualtrics said companies can use data to design experiences that attract and retain customers and employees. Read More at ZDnet.com