In the constantly evolving world of digital engagement, a strong focus has been placed on the interconnectedness of customer experience (CX) and employee experience (EX). As more businesses move their ...

In this era of ever-increasing competition and evolving consumer demands, businesses that embrace the power of feedback gain a significant advantage. Feedback reigns supreme in the modern business ...

Companies can create the most innovative or feature-laden products, but it will likely result in an unsuccessful endeavor if the customer is not satisfied. This is why every business strives to ...

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 ...

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 ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. Similarly, MIT researchers ...

Delivering a flawless customer interaction in retail is more important than ever. Recent research reveals that nearly 70% of shoppers say just two negative experiences can irreparably damage their ...

Southwest Airline’s founder Herb Kelleher famously said: “If you treat your employees right, guess what? Your customers come back and that makes your shareholders happy.” This simple declaration ...

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 ...

As the pace of technological evolution accelerates and everyone’s expectations keep rising, it’s time to unite customer (CX), employee (EX), and product (PX) experiences into one seamless journey. We ...

Most bank leaders say their institution puts a high priority on employee experience as a strategic business goal and in turn, front-line employees seem to widely embrace their institutions' values and ...