Tag: customer engagement

The employee experience is increasingly important for organisations and their HR functions, however, it needs to be tracked and improved through a number of specific KPIs

5 KPIs to track & improve the employee experience

The employee experience is increasingly important for organisations and their HR functions, however, it needs to be tracked and improved through a number of specific KPIs, writes Kate Messenger In 2015, we learned that Airbnb’s chief HR officer had reframed himself as chief employee experience officer. It made sense – […]

There is a shift away from diversity as a compliance and talent management initiative, towards using it to help design experiences for marginalised customers

Leveraging diversity to improve the customer experience

There is a shift away from diversity as a compliance and talent management initiative, towards using it to help design experiences for marginalised customers to win in new markets, become more innovative and accelerate customer centricity, according to a new report. “Leading organisations are devoting significant resources to truly understanding […]

Australian companies need to embrace Emotional Intelligence (EI) as a core competency in order to boost productivity and performance, according to Linda Simonsen, CEO of engagement and EI consultancy FuturePeople

How HR can drive productivity through emotional intelligence

Australian companies need to embrace Emotional Intelligence (EI) as a core competency in order to boost productivity and performance, according to new research. It identified a significant positive correlation between EI on the frontline and better customer experience, sales and productivity, which in turn presents an untapped opportunity for increased […]

There is a very clear link between employee engagement, customer loyalty and profitability, according to Hilti Australia’s managing director, Jan Pacas

How Hilti drives profitability through employee engagement

There is a very clear link between employee engagement, customer loyalty and profitability, according to Hilti Australia’s managing director, Jan Pacas, who said this link has been key to the company’s success both locally and globally. Hilti, a global business which supplies leading-edge electric power tools, takes a rigorous approach […]