All Things Experience: Edition 15

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

In this edition, we dive into five easy steps to improve employee experience, how poor digital experience can leave your organization vulnerable to cyber attacks, and a CX Day deal on tickets to Medallia’s Experience ‘24 conference.?

Now let’s get into it.

Worth the Read | 5 Simple Ways To Improve The Employee Experience

Herb Kelleher, the founder and first CEO of Southwest Airlines said, “Your employees come first. And if you treat your employees right, guess what? Your customers come back, and that makes your shareholders happy. Start with employees and the rest follows from that.” It’s true that high employee experience (EX) translates directly to the bottom line and helps to boost retention. Alain Hunkins , contributor for Forbes , explains 5 easy ways to improve your EX:?

1. Belonging: feeling part of a team, group or organization
2. Purpose: understanding why one’s work matters
3. Achievement: a sense of accomplishment in the work that is done
4. Happiness: the pleasant feeling arising in and around work
5. Vigor: the presence of energy, enthusiasm, and excitement at work

For examples of this framework in action, check out Hunkins’ piece here.?

Tune In | Personalize, Predict, and Prosper: Understanding and Implementing Customer Journey Orchestration

What better way to spend CX Day than by learning about customer journey orchestration?

Customer journey orchestration isn’t just a strategy – it's a revolution that empowers organizations to craft dynamic, personalized customer experiences that unfold in real time.?

Join us for an interactive discussion with Judy B. , Principal CX Advisor at Medallia, Greg Kihlstrom , Principal at The Agile Brand with Greg Kihlstr?m? , and Greg Melia, CAE , CEO of the Customer Experience Professionals Association (CXPA) , as we dive headfirst into the realm of customer journey orchestration.?

Tune in to learn:

• The concept of journey orchestration and how it builds on activities like journey mapping
• Gaining conceptual buy-in and company alignment?
• Steps you can take right now to implement journey orchestration regardless of budget and resources
• Navigating common challenges during journey orchestration planning and implementation

Worth the Read | Poor Digital Experience A Blocker For Cyber Resilience

A report by Ivanti highlights the importance of the digital employee experience and the risks associated with neglecting it, which includes being more vulnerable to employee attrition and also increased cyber risk.??

Dive into the report on ComputerWeekly to explore IT pros' remote work struggles, employee concerns about AI job security, and the disconnect between executives and staff on AI benefits. Plus, discover how AI may hold the key to better digital experience and reduced IT team stress.

Tune In | Four Steps to Secure Executive Investment in Your Contact Center Program?

Executive buy-in to your contact center program is essential for successful implementation and ensuring ongoing growth, but how can you persuade your executive team to see the value of the investment?

Join Medallia's Judy B. , Principal CX Advisor, and Aviv Glick , Director of Value Realization as they delve into four approaches to securing executive buy-in for your contact center program. They will share practical, real-world insights from their extensive experience in the industry. After this webinar, you will walk away with:

• An understanding of how to demonstrate the ROI of your contact center program to an executive audience
• Steps to align your program with broader organizational objectives
• Ways to create a distinct competitive advantage by enhancing customer experiences

Quick Hits | Notable News & Notes

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

• If you’re looking for a play by play on how to develop an exceptional customer service strategy, Sprout Social, Inc. has you covered.?
• There are 3 big trends that are reshaping the workplace. Forbes breaks down what they are and what that means for businesses.?
• What happens when marketing intersects with AI? Enhanced customer experience and improved business results. Check out this Fast Company article to learn how to make the most of AI as a marketer.?
• In honor of CX Day tomorrow, we have a discount code for you to use this week when you register for Experience ‘24! Use code EXP24CXLOVE at checkout to receive your discount and secure your spot.?

Thanks for reading, and we’ll see you in a couple of weeks!

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