Everyone knows customer experience is important, but just how important it is may come as a surprise. According to IBM’s annual Global C-Suite Study, 68 percent of C-suite executives expect organizations to emphasize customer experience (CX) over products. To stay competitive, it is essential. So how do you improve customer experience? You may want to look at making your employees happy first.
Tania King, Alorica’s Chief Legal and Employee Experience Officer recently contributed a byline to CMSWire where she provided insight into why companies need to shift their perspectives on the role of employees, especially customer service agents, as well as offering tips to improving employee experience.