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For Customer Experience Professionals

How To Put Customers Front And Center For Behind-The-Scenes Employees

Three Methods To Connect Behind-The-Scenes Employees To Their Customer Impact

March 14, 2018

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Why Read This Report

Firms need all employees to contribute to great experience delivery. But for behind-the-scenes employees who lack direct contact with customers, such as the corporate legal team and IT managers, establishing customer centricity is a tall order. Customer experience (CX) professionals should use each of the three techniques outlined in this report to help connect behind-the-scenes colleagues with their impact and influence on customer experience.

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Table of Contents

  • Behind-The-Scenes Employees Can Derail Customer Experience
  • Three Techniques That Connect Behind-The-Scenes Employees To CX
  • Recommendations

  • Question Assumptions About Who And What Is Behind The Scenes
  • Related Research Documents

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