Experience Matters Blog
Tips for Frontline CX Training Program Success
Designing effective training is crucial to the employee upskilling process. These essentials will bring empathy into your training, bring employees closer to customers and underpin program success.
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Improving the Difficult Downsizing Experience
One of the measures that organizations may deploy when faced with uncertainty is downsizing, a difficult and emotionally taxing process that can have devastating impacts if not done properly. Here are some tips to ensure the most positive long-term outcomes.
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Five Elements of Successful XM Ambassador Programs
A key element of XM governance is a network of internal advocates who work with the XM core team to evangelize XM and build critical grassroots support. We share how to harness these benefits by building a successful Ambassador program.
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What You Need to Know: Critical Areas of Expertise for XM Professionals
As the discipline of experience management (XM) becomes an integral part of organizations’ strategies, the importance of knowledgeable, skilled XM professionals also rises. We share the expertise and skills professionals need to effectively succeed.
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Drive Change Top-Down and Bottom-Up… with Middle Managers!
To drive Experience Management (XM) transformation, organizations need to combine top-down leadership activities with bottom-up grassroots behavior changes. But that’s not enough. Successful change efforts require activating middle managers.
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Research Recap: B2B CX Best Practices – Embedding Actionable Insights into Key Processes
This blog post shares key findings from “B2B CX Best Practices: Embedding Actionable Insights into Key Processes,” which identifies 5 processes where CX teams can embed XM capabilities to sustain strong B2B customer relationships.
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Questions About Government CX, with Answers for All CX Programs
No matter where you're from or what industry you're in, you're probably asking the same question as other CX professionals. In this post, we answer frequently asked questions from CX professionals that apply to programs of all kinds.
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Use the Human Conversational Model to Create Engaging Contact Center Interactions
Human beings naturally bond with one another through conversations. This blog post explores how organizations can deepen their relationships with customers by designing contact center interactions that mirror key elements of everyday conversations.
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Consider the Employee Journey When Improving Workplace Experiences
Engaged employees make a big difference inside organizations. This blog post covers three mindset shifts for raising employee engagement and how to bring them each to life across four key stages in the employee journey.
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How Do You Engage Employees? Adopt the Five I’s
How can XM programs trigger a “virtuous cycle” of engaged employees, good CX, and strong business results? This blog post looks at how companies can engage employees by focusing on the 5 I's: Inform, Inspire, Instruct, Involve, and Incent.
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