Voice of Employee: A Critical, Often Neglected Key to CX Success

In most organizations, customer experience initiatives are designed, executed, and owned by marketing or operations. We see more CX-specific leaders and departments coming online as well in an attempt to move more of the organization towards customer centricity. Regardless of who “owns” customer experience, their view is inherently limited to the types and frequency of interactions they have with your customers. This produces blind spots in the holistic lens of customer....

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