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For Infrastructure & Operations Professionals

Use Customer Experience Insights To Unshackle Employee Potential

Continuous Improvement: The Employee Experience Playbook

January 5, 2017


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This is the Continuous Improvement report in The Employee Experience Playbook For 2018.

Why Read This Report

The companies in Forrester's Customer Experience Index (CX Index™) with high ratings are better than others are at creating effective, easy interactions that customers feel good about afterward. While most firms prioritize compliance and cost cutting, CX leaders focus their tech management operations on employee success, which leads to customer satisfaction, and end up achieving superior cost control and compliance anyway. This research describes how infrastructure and operations (I&O) pros, with their CX team colleagues, can improve CX by refocusing tech management operations on customer and employee experience (EX) and develop new habits for better CX outcomes over time. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're updating it now to include our latest survey data and insights from interviews.

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Table of Contents

  • Continuous Improvement Fails When I&O Pros Can't See What Matters
  • Customer Experience Drivers Reconnect I&O With What Matters Most
  • Use CX Insights To Engage I&O Pros In Leading Change
  • Recommendations

  • Don't Attempt To Copy Others — Focus On Why They're Successful
  • Supplemental Material
  • Related Research Documents

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