In today’s digital world a growing number of organizations are laser focused on Customer Experience (CX) as a way to drive improved profits and market share. Unfortunately, many have underestimated the impact that Employee Experience (EX) plays in delivering a memorable Customer Experience. As companies continue to add and embrace new digital channels the role of the Agent is becoming more critical and will have profound effects on company culture, employee engagement and bottom-line profitability.

Key Take-Aways:

• Insight into the key transactional and psychological issues that are directly impacting your employees (i.e. addressing the complicated problems employees deal with every day)
• Pitfalls of increased focus on technology growth and improved CX at the expense of addressing the needs of employees/agents (EX)
• Gain a realistic perspective of your company’s experiences based on the understanding of expectations and perceptions
• Proven ways to leverage analytics and track the metrics needed to identify, balance and improve both CX and EX