Think back to the last positive experience you have had with a company as their customer. They might have processed your order faster, patiently lead you through an issue with your purchase, or offered an added service that pleasantly surprised you. Chances are all of these positive experiences had company employees behind them, in one way or another.
The truth is that engaged employees drive customer experience. And to be an engaged employee, your overall experience of work and at work must be positive. Seems pretty straightforward, however are the companies seeing this interrelationship of customer experience (CX) and employee experience (EX) in the right way? Here at the Customer Institute, our board of directors offer a glimpse into the current state of the EX, and whe