Gartner Research

How to Innovate the Customer Experience by Investing in the Employee Experience

Published: 31 October 2014

ID: G00270806

Analyst(s): Richard Fouts

Summary

Marketing executives say people are the most-important factor when innovating the customer experience, yet greater priority is put on technology when it comes to writing the check. We give CMOs and digital marketers specific actions to put the role of people into proper perspective.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Put a Face on the Customer
  • Quantify and Define Employee Empowerment
  • Make Customer Experience a Discipline
  • Get Executive Endorsement

Case Study

  • How DHL Express Engages Every Employee in Customer Experience

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