Before we can understand the connection between EX and CX — we must first understand the key differences. The first difference Mike highlights is the balance of power. Think about the good old saying “The customer is always right”. When you apply that to the employee, it doesn’t have the same ring.
The way in which we deliver optimal customer experience is changing. What worked ten years ago, for many businesses, is obsolete now. With emerging technologies, automation and artificial intelligence it can be tricky to navigate how to win on customer experience.
How do we measure the impact of each aspect of that experience on overall score? Human connection can have as much as a 40% influence on overall NPS score. At the Frontline Experience Summit, 2020, Alyona Medelyan, CEO talked about diving into the details to find the magic in your data.
In his Frontline Summit Keynote Rory Sutherland, Vice Chairman of the Ogilvy & Mather Group warns against undervaluing the human element in any business, especially the service industry.
At the Frontline Experience Summit Laurie Reuttimann's key note dug into the relationship between happy and engaged frontline employees, and the output of an organization.
May 3, 2021
Videos
Dr. Patti Fletcher
Dr. Patti Fletcher: Thriving Through Human Connection
Workhuman
Peter Dorrington
Peter Dorrington: The Value of Empathy on the Frontline and to the Bottom Line
XMplify Consulting
Don MacPherson
Don MacPherson: 12 Disruptive Trends for the 2020s
12 Geniuses
David Benoit
David Benoit: Aligning a Service Culture With Technology for True Success
ServiceMaster Clean Vancouver
Janine Vesper
Janine Vesper: Why YOU Matter
Amplifon
Alyona Medelyan
Alyona Medelyan: What Customer Feedback Reveals About Memorable Frontline Experience