Much of business today revolves around the customer experience — improving it, optimizing it, personalizing it.
This is understandable in a fast-paced, ever-changing environment where meeting and exceeding the expectations of customers can be a major competitive differentiator. In fact, at least two-thirds of companies now compete predominantly on customer experience1.
But what’s less understood is just how connected the customer experience is to the efficiency — or lack thereof — of employees.
1Pemberton, Chris. “Key Findings from the Gartner Customer Experience Survey.” Gartner. March 16, 2018.
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