Customer experience starts with employee experience.
Employees who understand their role, feel supported and have good working conditions take better care of customers, more easily. That's why organizations that want to improve CX need to pay equal — if not greater — attention to their employees' experience.
Training goal
Understand the importance of employee experience and learn how to spot opportunities for building a better work environment that increases employee engagement, satisfaction and contribution to the customer experience.
What you'll learn
- What employee experience (EX) is and why it matters for CX
- The connection between employee experience and customer experience
- Understanding employee needs and expectations
- The key moments that shape employee experience
- How to identify obstacles that affect engagement
- The role of organizational culture in employee experience
- How to create an environment of trust and collaboration
- The importance of communication, feedback and support
- How to involve employees in creating a better customer experience
Training outcome
Participants understand how employee experience affects customer experience, and gain concrete ideas for building a better, more engaged work environment.