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For Customer Experience Professionals

How To Build A Technology Plan That Sustains Employee Engagement

Technology Should Provide Employees With Freedom To Act On Customer Needs

September 16, 2014

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  • By TJ Keitt
  • with John Dalton,
  • Curt Nichols

Why Read This Report

Engaged employees ensure that businesses consistently deliver good customer experiences over time and across channels. But beyond creating a shared understanding of the intended experience, successful firms will also leverage the right technology mix of collaboration tools, data, and mobility to support and sustain their customer experience (CX) efforts. This report explores how CX pros can use these technological resources to empower employees to build agile CX ecosystems.

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Table of Contents

  • Engaged Employees Thrive On Freedom Of Action

  • Use Personas To Guide How You Empower Ecosystem Engineers
  • Supplemental Material
  • Related Research Documents

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