Gartner Research

Apply CX Principles to Improve the Employee Experience

Published: 26 December 2019

ID: G00715624

Analyst(s): Deborah Alvord

Summary

Organizations must recognize the influence service employees have on CX delivery. Customer service and support leaders responsible for talent management should develop a more customer-centric culture by applying CX principles they are already familiar with to their own service CSRs to improve EX.

Table Of Contents

Overview

Introduction

Analysis

Gartner Recommended Reading

Notes

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