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For Customer Experience Professionals

A Good Customer Experience Requires Workers To Be Digitally Enabled

The Tools Workers Use To Serve Customers Must Be Factored Into Experience Design

October 3, 2019

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Why Read This Report

Business leaders often overlook a critical component of good customer experience (CX): properly enabled employees. As a result, businesses haphazardly deploy technology to their workforces with little understanding of how the tech affects pivotal customer journeys. This report helps CX pros align employee-facing technology to customer experiences, ensuring both employee and customer satisfaction.

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Table of Contents

  • Well-Designed Digital Employee Enablement Initiatives Improve CX
  • Digital Employee Enablement Engages The Entire Worker In CX Delivery
  • Digital Employee Enablement Is An Outgrowth Of The CX Ecosystem
  • Supplemental Material
  • Related Research Documents

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