All Things Experience: Edition 20

Welcome back to All Things Experience, the bi-weekly newsletter that keeps you updated on the most recent happenings in the world of experience. 

This week, we’re taking notes from the U.S. Department of Veterans Affairs on improving employee experiences to garner customer trust, we’re keeping an eye on the major trends experts predict will shake up the contact center in 2024, and we’re counting down to and preparing for Medallia Experience — which is less than 2 months away.

Now let’s get into it.

Worth the Read | 4 in 5 Vets Trust the VA. The Secret lies in Employee Experience.

For Industry Dive, editor Kristen Doerer explores how U.S. Department of Veterans Affairs (VA) has succeeded in fostering veteran trust. Seven years ago, just over half of vets had trust in the agency. Today that number has grown to 4 in 5.

That’s thanks to focusing on the employee experience. An analysis of the employee experience and patient experience at 141 VA healthcare facilities found that when employees feel more engaged with the VA, patients report better experiences. 

The VA’s “Own the Moment” customer experience training program has played a pivotal role in improving outcomes, says VA Chief Veterans Experience Officer John Boerstler. “You can’t have a world-class customer experience without world-class employee experience.”

For more on how the VA has become recognized as one of the best places to work in the federal government and how the agency is working to engage younger vets, check out Doerer’s article. 

Worth the Read | 6 Contact Center Trends to Watch in 2024

From AI and automation to Natural Language Processing and Understanding, customer experience advocate and writer Scott Clark offers an in-depth analysis of the top technologies and trends that are on track to reshape the contact center in the coming year in his latest for CMSWire.

With the rise of AI, Clark writes that there will be renewed focus around customer security and privacy in 2024. At the same time that companies are expected to be investing heavily in advanced solutions for streamlining operations and delivering more personalized and more efficient experiences, experts predict that contact centers should be prepared to double down on longstanding best practices like prioritizing and enhancing the customer experience, the employee experience, and omnichannel communications. 

For all the details, be sure to read the full article. 

Worth the Read | Beyond The Price Tag: How Exceptional Customer Service Sets Companies Apart

It’s been a tough year for many consumers, and this holiday season financial constraints are a concern. When it comes to attracting and retaining customers in this environment, value and convenience trump promotions, discounts, and low prices, writes Michael Podolsky.

Instead, leaders need to lean into the following best practices that Podolsky says set today’s most successful companies apart from the competition:

1. Knowing what customers value
2. Investing in customer service training
3. Empowering frontline employees
4. Making it effortless to get help
5. Proactively addressing customer needs
6. Making things right when service falters
7. Continuing service improvements
8. Aligning employees around the customer
9. Leveraging customer service as a growth vector

Get his take on how making customer service a core strategic priority can lead to more loyal advocates, boost brand reputation, and drive growth and profitability in his article for Forbes.

Announcement | Everything You Need to Know for Medallia Experience 2024

In less than two months, customer and employee experience professionals from the world’s leading brands will convene in Las Vegas for Medallia’s Experience 2024. @Samantha Finken Rayner gives us the rundown on:

• The legendary thought leaders and superstars presenting at this year’s Experience, including @Mindy Kaling, Steve Young, @Fred Reichheld, and @Josh Bersin
• Networking opportunities you won’t want to miss
• Tracks and session highlights
• What to see and do in and around Vegas, with a roundup of recommendations from our Medallians 

Be sure to check out the complete guide on the Medallia blog. 

Worth the Read | How Contact Center AI Helps Customers and Agents

Interactions between agents and customers are changing — for the better. AI is driving the revolution in the contact center, and T_HQ gives an in-depth look at the ways in which forward-thinking firms are unlocking their full potential with contact center AI solutions.

Check out technology and business writer James Tyrrell’s article to learn how savvy leaders are leveraging these tools to:

• Speed up time to resolution, saving agents and customers valuable time
• Get the right messages to the right customers faster, streamlining operations and empowering agents to respond to more conversations 
• Unlock a real-time insights and analysis of customer sentiment and trending topics to guide training opportunities and enhance customer satisfaction 

Quick Hits | Notable News & Notes

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

• Client retention is a top priority for organizations across industries. Fast Company outlines 3 must-haves for client retention in the new year. 
• Having the right technology deployed in your organization contributes to higher employee satisfaction and performance, while missing technologies have an inverse effect. Forbes explains how to utilize technology to support the employee experience. 
• Is your digital experience up to par? Check out Niraj P. ’s article in Forbes to learn how to transform your digital experience. 

Thanks for reading, and we’ll see you in the new year!

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