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TAG: Create a World Class Experience
May 2, 2019 @ 3:00 pm - 7:00 pm
Customer Experience (CX) and Employee Experience (EX)… together they create a world class experience. But how? What tools and environment enables and elevates employees to both do their jobs and serve their clients successfully? As the landscape of CX & EX evolves, two flavors of interrelated best practices have become apparent.
1. HOW CUSTOMER EXPERIENCE METHODOLOGY CAN BE USED TO EMPOWER EMPLOYEES: CX leverages standard tools for implementing and improving the experience of customers. Can CX methodology be leveraged for employee culture transformation? What CX tools translate well to solving internal employee culture and user experiences – personas and journey mapping?
2. HOW A POSITIVE EMPLOYEE EXPERIENCE CREATES SHARED WINS FOR CUSTOMER: Employee operating models and culture influence customer touchpoints. Internal metrics drive behavior that can have unexpected impacts on employee interactions with customers. Why does creating a strong customer-centric culture start internally? What example initiatives can we learn from?
Join speakers from Atlanta’s preeminent companies to learn how they empower employees to deliver delightful experiences.