Trends Report

Brief: Engage Employees To Nail The Customer Experience

October 14th, 2015
TM
Thomas McCann
With contributors:
Michael Barnes , Harley Manning , Erna Esa , Bill Nagel

Summary

Effective voice of the employee (VoE) programs can transform an organization from just a place to work into a highly sought after company in which motivated and skilled employees build their career. To successfully deliver a quality customer experience (CX), firms must leverage the knowledge and insights of all employees, particularly those who directly support customers. CX pros can use this report to understand how firms are implementing VoE programs, the value they derive from those programs, and how VoE programs improve CX.

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