How to Improve Customer Experience through Employee Experience скачать в хорошем качестве

How to Improve Customer Experience through Employee Experience

In this live recording, you'll learn how Employee Experience (EX) and Customer Experience (CX) are connected -- and here's a spoiler: It's not just about client-facing employees. According to the latest LinkedIn Global Talent Trends Report, a whopping 96% of talent professionals say employee experience is becoming more important. Employees create your products, sell to prospects, fix broken code, and answer service calls. They do all these things, along with a million other jobs, to deliver on the promises made to your customers. Yet some organizations still act like only customer-facing employees need to be connected to the customer experience. Why don’t more leaders connect the employee experience to the customer experience on a more regular basis? And what happens when leaders get this right? That's what we'll be talking about, along with three key focal points where improving EX means significantly improving CX as well.​​ Come join the community and stick around for the live Q&A! Highlights: 0:00 Welcome 7:34 How does the employee experience impact the customer experience? 9:56 Improving employee experience improved customer experience 11:37 3 Touchpoints where employee experience and customer experience meet 12:23 First Impressions: the candidate experience 17:36 Listening: employee feedback 21:55 Working through change 25:45 Recap: how to improve customer experience through employee experience 28:01 Final Thought: Opportunities to improve both EX and CX 29:34 Q&A: How do you start connecting a CX mission through employee experience? 32:17 Q&A: How can we measure what effect EX has on CX? 34:38 Q&A: What are the best ways to create an environment for honest employee feedback? 37:48 Q&A: What KPIs should we be using to measure EX success? 41:10 Q&A: What are the best touchpoints to invite employee feedback? 45:31 Wrapping Up