All Things Experience: Edition 11

Welcome back to All Things Experience.

This week, we’re honing in on improving the employee experience (EX) and the contact center. From increasing your utilization of contact center insights, to the intersection of digital experience (DX) and employee experience, and even how to increase empathy in your contact center, we have it covered.

Now let’s get into it.

Tune In | Eliminating Blind Spots with Increased Utilization of Contact Center Insights

You don’t know what you don’t know — but contact center insights can help you get in the know.

Customer feedback from your contact center interactions hold the potential to surface improvement opportunities and unknown issues across your organization. From IT to HR to product development and beyond, everyone in the business benefits from being in the know.

Join Valarie Grant and Alex Martell and learn how to leverage these insights and give your fellow departments a deeper look at what your customers love (and don’t) to make informed decisions as you forge ahead.

Register here for the webinar — even if you’re unable to attend live on July 31, sign up and we’ll share the recording after.

Worth the Read | 5 Factors That Make for a Great Employee Experience

For decades, people have been saying, “happy employees make happy customers.” The numbers prove that this is more than an old adage; it’s the smart way to conduct business. 

Tiffani Bova , global growth evangelist and bestselling author, describes the most important factors in establishing a better employee experience in Harvard Business Review :

1. Mutual trust: Mutual trust results in employee empowerment and create an environment where employees feel heard.
2. C-suite accountability: Accountability is about a willingness to ask questions and actively listen to the answers. A leader can’t address employee needs they don’t know about. An enterprise with strong C-suite accountability understands the importance of employee experience and prioritizes it.
3. Alignment of employee values and company vision: In order for employees to align with their company’s vision, the vision needs to be clearly communicated to the organization, and leaders need to ensure corporate actions are consistent with the vision and goals.
4. Recognizing success: Recognition can be a cost-effective way to boost employee engagement, which has positive spillover effects on loyalty, retention, and productivity.
5. Seamless technology to reduce employees’ day-to-day friction: Technology is a tool that, when implemented thoughtfully, increases productivity and reduces friction. However, leaders throw technology at problems without much thought. Effective, seamless technology is a crucial aspect of improving EX.

For a more in-depth look at Bova’s findings, check out her article.

Stream It | My Experience Matters, Featuring DaRaun Crawford

DaRaun M. Crawford , Art Director at Medallia, shares his love for gaming, art, and storytelling in the debut episode of My Experience Matters, our newest series on EXP Now.

Worth the Read | Experience Orchestration: 4 Key Elements to Personalize the Customer Journey

Exploring the use of experience orchestration for your business? In order to be successful, you’ll need personalization. In this blog post for Medallia, IDC Europe ’s Bo Lykkegaard explores the key elements to successful experience orchestration.

Here’s what Lykkegaard says experience orchestration can’t go without:

1. Omnichannel feedback and Signal Capture
2. Unified Customer Data
3. Contextualized Analysis
4. Real-Time Decisioning

Consumers want the benefits of experience orchestration, which delivers a personalized experience for every customer in the moment at scale. Check out IDC ’s findings in this infographic sponsored by Medallia to get a feel for what all CX professionals need to know about experience orchestration.

Quick Hits | Notable News & Notes

Before you go, here are a few things you might find interesting:

• Learn how to balance employee productivity and collaboration with security using these tips from CIO Online .
• Join Medallia at CXFS 2023! Be sure to schedule a meeting with us and mark your calendar for our fireside chat with UBS .
• If you’ve been wondering how to add a more human touch to your contact center or how to train your contact center employees in empathy, check out this article in Forbes .
• Unidos, our Latinx employee resource group, and the Medallia Candidate Lounge are co-hosting a conversation with Latinx leaders on their journeys to leadership — register here to join us.

Thanks for reading, and we’ll see you in a couple of weeks!

- Madeline Buyers , Content Marketing & Social Media Senior Specialist at Medallia