Best Practice Report

A Good Customer Experience Requires Workers To Be Digitally Enabled

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

October 3rd, 2019
TJ Keitt, null
TJ Keitt
With contributors:
J. P. Gownder , Craig Le Clair , Angelina Gennis , Harley Manning , Ben Salamin , Shayna Neuburg


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. Because the technology helps workers in CX delivery, the enablement strategy should reflect the knowledge employees need to understand their responsibilities and the capabilities they need to carry out their tasks. This report helps CX pros align employee-facing technology to customer experiences, ensuring both employee and customer satisfaction.

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