Gartner Research

How Customer Centricity Improves Both Customer and Employee Experience

Published: 19 March 2019

ID: G00705890

Analyst(s): Customer Experience Research Team

Summary

Needlessly complex and difficult tasks are holding many employees back from delivering a great customer experience (CX). By cultivating a customer-centric culture and reducing customer effort, CX leaders can help alleviate unnecessary employee effort, and improve both the customer and employee experience.

Table Of Contents

Employee Experience and CX: A Powerful Relationship

Unnecessary Employee Effort

Impact on CX

Disappointing Solutions

Improving the Customer Experience to Reduce Unnecessary Employee Effort and Improve the Employee Experience

Reduce Customer Effort

Promote Customer-Centric Employee Empowerment

Champion Collaboration and Information Sharing

Conclusion

Recommended by the Authors

About this Research

Endnotes

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