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Experience Management

Why HR is the secret sauce for innovation

In the latest installment of our Employee Experience Visionaries series, we hear from Geoff Ho, PhD, Director of Organization Development Research at Rogers Communications about: How his team uses “experience” and “operational” data to tackle employee engagement, performance, & turnover How Rogers enables employees at every level to have their voices heard What Geoff believes […]

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The ‘constant curiosity’ that has shaped some of the world’s most iconic brands

Talk about the Experience Economy and it won’t be long before someone mentions Apple, Wal-Mart or Starbucks. Aside from being the pioneers of experience management, one thing they all have in common is Emily Chang, the SVP of Marketing for Starbucks. She has built a career at the world’s most iconic brands, shaping the experience […]

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7 employee retention strategies from employee experience visionaries

Today, people are your source of innovation. As HR leaders, our role is to attract, retain and motivate our people. And, the companies that get that have the best products, best services and best customer experiences in the world. Any company can be the next Google or Apple with the right people, culture, and set […]

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Bringing together the most powerful X and O systems for world-class CX

Qualtrics and SAP Introduce Four CustomerXM Solutions to SAP C/4HANA The experience economy has changed the way businesses compete – it’s not just about products and services anymore. It’s about experiences. Experiences drive customer expectations, brand perceptions and can make or break an organization’s success. That’s why every organization needs tools to help them better […]

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5 ways to build better government with citizen feedback

You probably know it’s important to collect citizen feedback on government services, but have you ever thought about all the ways and places you could do it? Just as importantly, do you know how to “close the loop” with residents and citizens after they give you feedback? No matter if you call it citizen feedback, […]

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Crate & Barrel on experience gaps: why they occur and how to close them

Experience gaps occur when a brand fails to meet expectations at any point along the customer journey. It could be a big brand disaster: “I didn’t expect the shop assistant to kick me in the shins – but they did”. A pretty huge experience gap, but thankfully for retail brands a rare occurrence. More frequent […]

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