How To Report

How To Set Employee Goals That Drive Great CX

Balance Accountability And Empowerment Across The Organization To Improve Customer Journeys

April 27th, 2016
Samuel Stern, null
Samuel Stern
With contributors:
Dylan Czarnecki , Michael E. Gazala , William Willsea , Kara Hartig


Companies must align employee goals with desired customer metrics to deliver better experiences. To get it right, companies must make employees accountable for parts of the experience that they control. And in turn, customer experience (CX) pros must develop training and tools to help employees assume accountability. This report details how CX pros can empower employees to assume accountability for customer experience results.

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