In this article Volker Jacobs CEO of TI-People examines the predicament that many HR functions are finding themselves in as they have been tasked with internalising the customer experience success in their companies as employee experience.Read More
The argument for proactively managing the customer experience of HR (CxHR) is clear: organisations who successfully deliver on the ‘moments that matter’ can positively influence employee engagement. For the more transactional interactions with HR services, HR should deliver an ‘effortless experience’. By removing friction from transactional processes, we can safeguard employee productivity and avoid damaging employee engagement. So how do we measure the customer experience of HR?Read More
Over the last couple of years, we’ve been increasingly hearing about the concept of Continuous Listening being applied to employees - just as it has long been used by marketing to understand and act upon customer sentiment.Read More
2018 has certainly started with a bang. I had the pleasure of being co-chair of the best People Analytics & Future of Work (PAFOW) conference yet last week in San Francisco (write-up to follow next week).Read More
As a consumer of various services, like banking, I’m occasionally frustrated by the surprising complexity of doing simple things, stuck in some multi-layered voice system or surfing across internal silos (sometimes in an endless loop) when trying to resolve an urgent problem.
I like to complain about customer service as much as anyone, but I must admit that on average, my experience has improved dramatically in the past few years as some of the better players out there have upped their customer service game…Read More