Aligning Employees And Customers For Best In Class Total Experience
Listen to Mark present at the CX Connect virtual conference - in addition to the full presentation, there is also a live Q&A “backstage chat” with Paul Greenberg and Brent Leary, plus a review article of the key points in Mark’s presentation published in Destination CRM.
The theme of this talk is that while customers have experiences with your company, so do employees. Put them both together and you can radically change how your company performs.
The concept is simple: Happier employees can better serve customers, which in turn creates greater efficiencies which lead to lower costs and higher customer satisfaction. Most companies already have the tools in place to do this; they just need to make the outputs more available to customer service agents.
