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Customer experiences fail, and Customer Experience Pros often don't know why. That's because they don't systematically collect feedback from the one group that can provide insight about the entire ecosystem — their employees.
In this Forrester Webinar, analysts Maxie Schmidt-Subramanian and Sam Stern describe how employee feedback provides context for customers' perceptions of their experiences; how it helps identify process, policy, and technology hurdles that hinder experience delivery; and how it gives insight into the quality of employees' experiences. Then they explain why and how CX Pros should build voice of the employee (VoE) programs that collect feedback from employees, help them uncover the causes of CX issues, react to feedback, and ultimately explain to employees how their feedback is used. The analysts close with recommendations about how to design a VoE program to improve customer experience.
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Key takeaways:
Vendors mentioned: Clarabridge, Confirmit, Gallup, Medallia, Nice Systems, Questback, Salesforce Chatter, Towers-Watson, Wocas, and Yammer
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That’s why CX pros must build voice of the employee (VoE) programs that collect feedback from employees, help them uncover the causes of CX issues, react to feedback, and ultimately explain to employees how their feedback is used.
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