Every client is a top priority because everyone at XM upholds the pillars of being Big, Fair and Human!
The financial markets have seen a notable increase in the popularity of forex and contract for difference (CFD) trading, which offer traders the chance to speculate on price movements without having to own the underlying assets. With the use of contracts with brokers, traders can exchange the difference in asset value between the opening and closing of a trade using CFDs, which are financial derivatives.
The fact that this strategy provides access to multiple markets, such as shares, commodities, and forex, appeals to both individual and institutional investors. Chief Experience Officer Simos Konis is an example of XM’s promise to be Big, Fair, and Human.
Over his eleven years at the company, he has gone from the position of coordinator to playing a key leadership role, demonstrating incredible development and promise.
His knowledge of international business management and communication and dedication to fusing human connection with technology set XM up for long-term growth and innovation and create a welcoming atmosphere that meets the needs of both clients and staff.
Let’s discover his journey!
The Journey of Simos
Simos has long excelled in communication, using this strength in various business contexts. Understanding that a local career wouldn’t fulfill him, he pursued a master’s in international business management and seized the opportunity to join XM.
Over eleven years, he has gained unparalleled understanding of XM’s operations. Starting as a coordinator, he learned to balance the needs of customers and employees, advancing a supportive experience for all.
His growth within the company, which he views as his second home, has equipped him to share vital principles with colleagues and customers alike. At XM, where family values are paramount, he is dedicated to nurturing this bond and guiding new team members, guaranteeing a collaborative work environment.
The Core Values
The foundation of XM’s success is built on three guiding pillars: Big, Fair and Human. From its inception, the company has been faithful to becoming a leader in the industry while maintaining a fair approach towards its customers.
This dedication to listening to customer feedback has set XM apart from its competitors. They were pioneers in traveling around the globe to engage directly with customers, ensuring their services are truly adapted to meet local needs, which resulted in truly enjoyable experiences.
These values extend to XM’s employees, who represent the company on the front lines, striving to deliver exceptional service with every interaction. Simos is the driving force behind this initiative at XM and believes that nurturing the team is needed for creating a positive impact within the community.
By investing in their people, XM has effectively supported both its customers and the larger community, exemplifying the essence of their core values.
Developing Customer Experience
The Customer Experience department at XM stands out as a decisive source of data collection, providing valuable insights into customer interactions. With over a million monthly engagements, they hold the power to identify needs and proactively develop customer experiences.
Using safeguarding operations and products, the Customer Experience team amplifies the company’s voice and makes certain that services are comprehensible and relatable to customers. This devotion to clarity and approachability solidifies XM’s reputation as a leader in the industry.
Moreover, advancing strong collaboration across all departments within XM is needed for developing superior products. Such synergy leads to a deeper understanding of the strategic directions necessary for achieving excellence and achieving the company’s objectives. Simos emphasizes that this holistic approach is key to XM’s ongoing success and guarantee of being the best in the market.
A Leader in Employee Engagement
For the Customer Experience team to best serve clients and build a bridge between XM and traders, they need to become the company’s true advocates.
With Simos at the helm of the team and a successful HR team supporting him, new Customer Experience members enjoy a smooth onboarding process. They undergo specialized training to develop their skills and continue learning through educational programs, seminars, and workshops.
By valuing people as the greatest asset, Simos advances a culture within his team that supports personal and professional growth.
Beyond the Customer Experience team, XM holds accolades like Best Workplace™ and Platinum accreditation from Investors in People, thanks to its focus on people management, making it a premier choice for talent. The company creates a supportive environment where employees can thrive, contributing to XM’s success and positively impacting the community.
A High-Performance Approach
At XM, a strong focus on performance management and communication has elevated the Customer Experience team into a high-performing unit. The company implemented a structured framework aligning individual goals with business objectives, guaranteeing team members understand their impact on customer satisfaction.
Through setting measurable Key Performance Indicators (KPIs) such as response time and customer satisfaction scores, XM provides clear benchmarks for success.
Frequent one-on-one sessions between team members and leaders adopt open dialogue, facilitating real-time identification of skill gaps and tailored coaching. Additionally, peer-to-peer feedback encourages a culture of continuous improvement.
Through this blend of performance management, communication, and development, XM’s Customer Experience team has become increasingly responsive and customer-focused, elevating client experiences and overall team performance.
Management Collaboration
At XM, collaboration between the Customer Experience team and leadership is essential for reflecting the company’s vision and values in both employee and customer experiences. This partnership guarantees that Customer Experience initiatives align with XM’s strategic priorities, particularly in boosting customer satisfaction and loyalty—key drivers of the company’s growth.
Regular strategy meetings and feedback loops between the Customer Experience team and senior management help align efforts on performance indicators, service innovations, and customer engagement.
The employee experience further fuels the drive towards customer satisfaction. Leadership actively shapes initiatives that promote inclusivity and growth, providing employees with the resources and support they need to connect with XM’s mission. Using transparent communication through open forums and feedback sessions, leadership creates an environment where employees feel valued and empowered.
This alignment of customer and employee experiences with XM’s values cultivates a unified, purpose-driven culture that supports individual and organizational success, reinforcing XM’s leadership in the industry.
A Model of Excellence in Employee Experience
Simos notes that XM’s recognition as a Great Place to Work™ and its Investors in People Platinum accreditation greatly enhance its employee experience and attractiveness to top talent. These accolades confirm XM’s dedication to a supportive, inclusive, and high-performing workplace, positively impacting both current employees and potential hires.
Internally, the Great Place to Work recognition boosts morale and raises a culture of trust and personal growth. It reflects XM’s dedication to employee benefits, continuous learning, and wellness programs, contributing to a fulfilling work-life balance. The Investors in People Platinum accreditation further underscores XM’s focus on developing and empowering its workforce, leading to higher engagement and lower turnover.
Externally, these certifications boost XM’s employer branding. In a competitive job market, they signal to top talent that XM is a place to thrive both personally and professionally, helping the company attract skilled professionals aligned with its values and growth vision.
A Testimony by Simos
XM stands out in the industry for its promise to customer experience, backed by over ten years of consistent investment and improvement. The company uses advanced technologies to analyze customer data and develop client-satisfaction across all communication channels.
Employee training ensures staff are well-equipped to provide seamless service, while meticulous monitoring of interactions minimizes errors. XM tailors its approach to each region’s needs by actively seeking feedback from both employees and customers, plus partnering with top technology providers, allowing it to operate globally while acting locally. Hence, it continuously innovates to deliver the best possible experience.
A Data-Determined Approach
XM is dedicated to improving its offerings and client experience through a robust analysis of client behaviour. The company handles substantial volumes of client interactions, and it observes those reactions to confirm the best possible experience.
Multiple departments within XM work collaboratively to analyze client data and behaviours, ensuring that the team is prepared to assist and offer personalized solutions as needed.
At XM, the synergy between departments is vital for gathering and providing insightful data. The organization prides itself on basing its offerings, procedures, and services on direct client feedback.
Moreover, XM takes the initiative to localize its strategies, recognizing and addressing regional differences in client preferences besides reactions, thereby adapting its responsiveness to diverse client needs.
XM’s Vision for the Future
Simos emphasizes that understanding customer behaviours and analysing data are vital for delivering an exceptional service. This insight allows for timely assistance tailored to customer preferences. As the AI era unfolds, XM is ready to harness these advancements to develop both customer satisfaction and employee empowerment.
What distinguishes XM is its obligation to advance real human connections within its customer experience department rather than relying solely on automation. XM is perfectly positioned to combine human expertise and AI capabilities, offering a unique approach to customer-employee interactions that no other company can match.
