Published: 19 March 2019
Analyst(s): Customer Experience Research Team
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.
Employee Experience and CX: A Powerful Relationship
Unnecessary Employee Effort
Impact on CX
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
Recommended by the Authors
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