This section focuses on the importance of employee engagement and how it affects the overall EX. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the importance of employee engagement, how it affects
This section focuses on mapping the various stages of an employee’s experience within an organization and identifying pain points along the way. By understanding the employee journey, organizations can design and deliver a more positive EX that addresses the needs and expectations of employees at each stage. Some of the
The first topic in an EX (Employee Experience) is typically an introduction to the concept of EX and why it matters. The aim of this section is to provide a foundation for the rest of the course by setting the stage for what EX is, why it’s important, and what
A draft list topics for an EX (Employee Experience) Training course. I am adding/editing these topics.
With the growth of online shopping during the COVID pandemic, the digital world became the dominant customer environment. And post-2020, e-commerce continued to expand — in fact, the global e-commerce market size is projected to have a 14.7% compounded annual growth rate from 2020 to 2027. To be competitive today, you
A customer journey in life insurance involves several touchpoints where customers interact with the insurance provider. These touchpoints are opportunities for the insurance provider to create a positive customer experience and build customer loyalty. The following are some common touchpoints in the customer journey for life insurance: By understanding these
Implementing a successful Customer Experience (CX) program for retail banking involves several key steps: Here are some specific activities that can be included in a Customer Experience (CX) program for retail banking: By implementing these activities, you can create a comprehensive CX program that delivers tangible benefits to your customers
Becoming a customer experience (CX) professional requires a combination of education, experience, and ongoing professional development. Here’s a roadmap to help you achieve this career goal: By following this roadmap, you can build the foundation for a successful career as a CX professional. As you gain experience and grow your
The experience economy is a concept that refers to the transformation of the economy from a goods-based model to a service-based model, and finally to an experience-based model. It was first introduced by B. Joseph Pine II and James H. Gilmore in their 1998 book “The Experience Economy: Work Is
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