Patagonia is ‘a cause, disguised as a company’ according to CHRO Dean Carter. In our new HR Visionaries series, he explores what makes the employee experience at Patagonia unique and explains why doing things differently is business as usual for the Patagonia team. This piece was written with snippets from that series. Doing things differently […]
Journey mapping is an activity typically associated with customer experience programs, but used properly, employee journey mapping can also be a great way to understand the moments that matter most to employees as part of an employee experience program. Find out how to build an employee journey map and use it to improve the experience […]
Benchmarking your employee experience can be a useful exercise to see how you compare to others in your industry, and to track how your EX efforts are doing versus your competitors. But how should you compare the experience for workers in different countries? If you’ve ever emigrated for a job or spend time abroad for […]
Look back 12 months ago and the British high street would look very different from what it does today. Fast forward another 12 months and you can be certain it will be near unrecognisable. 2018 so far has been characterised by some of retail’s biggest names falling by the wayside. Toys R Us, Maplin, Mothercare, […]
The FIFA World Cup is underway and over the next 4 weeks some 3.2 billion people on the planet will tune in to see how their teams fare against the world’s best in Russia. And the hosts kicked off by delivering well above their fans’ expectations with a 5-0 thrashing of Saudi Arabia – not […]
Employees are the heart of every organization. But while most people understand the central role employees play, too many organizations rely on feedback programs that are unimpactful, and even burdensome. You know the type of program I’m talking about—six months to develop the questionnaire, another two to analyze the data, and then a lukewarm response […]
When 1,000 people descended on The Brewery in London for Europe’s largest experience management event there was plenty on offer with over 20 sessions throughout the day showcasing everything from the brands already making huge strides to the latest additions to the Experience Management Platform™. Across the board, whether it was in customer, employee, brand […]
The winners of this year’s CX Impact Awards have been announced – and in the 2017 hall of fame is Allison Windon, Director of Customer Experience at Allianz Global Corporate and Specialty (AGCS). The award, presented by the Customer Experience Professionals Association (CXPA) recognises global CX leaders who have made a profound impact on their […]
Barely a week goes by without a major brand hitting the headlines for failing to live up to customers’ expectations. When a single customer complaint can go viral and get millions of views on social media, those larger failures have now become mainstays on the national, and sometimes international, news agenda. Airlines, car manufacturers, retailers… […]