Gautam Patankar's transition from a lifelong golfer to the chief experience officer at Bobby Jones Links underscores a unique blend of personal passion and professional evolution. His background as a ...

In my previous article, How CX Meets Employee Engagement for Business Growth, we explored the symbiotic relationship between Customer Experience Excellence (CEE) and Service Employee Engagement (SEE).

The holiday season is fast approaching, which means many businesses are in the process of hiring and training seasonal employees. Holiday shopping can be stressful, which means providing exceptional ...

It’s no secret that customer experience (CX) and employee experience (EX) are inextricably connected. According to a Harvard Business Review article, employee experience is the key driver of customer ...

If you keep your employees happy, will they make your customers happy as well, through superior customer service? My knee-jerk reaction would be, “Of course they will!” But you never know when what ...

Over the past few decades, well-meaning business leaders have tried to build customer-centric workplaces to gain advantages over their competitors. The real key to success, however, starts with an ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The world is discovering how powerful AI is in so many areas ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...

Philippe is the GM of Grand Hotel Les Trois Rois and a mentor, executive coach, advisor and expert on employee engagement. In customer service, where interactions often lean toward efficiency and ...