Trends Report

How The Voice Of The Employee Empowers Customer Experience Efforts

An Empowered Report: Employees Are Customer Experience Pros' Best Weapon

January 28th, 2011
With contributors:
Shelby Catino , Elizabeth Boehm


Employees have a wealth of insight about both customers and internal operations. Many also have the influence to quickly improve customer experience at the ground level through frontline interactions and behind-the-scenes decisions. Customer experience professionals should draw on employees' insight and influence to feed two key activities: improving customer experiences and building customer-centric culture. The benefits include discovering emerging customer issues more quickly, generating improvement ideas more easily, and building strong links between employee and customer experience quality. To fully capitalize on the opportunity, firms need to establish disciplined voice of the employee programs that tie in with existing voice of the customer and human resources (HR) efforts.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.