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The Link Between Employee Experience and CX

1.1 Connecting Employee Experience with Customer Outcomes

1.2 Identifying Employee Factors That Shape Customer Interactions

1.3 Recognizing Employee Friction That Affects CX

1.4 Connecting Employee Engagement with CX Performance

1.5 Demonstrating the Business Value of Employee Experience

Empowering Employees to Enhance CX

2.1 Giving Employees the Information They Need to Support Customers

2.2 Enabling Employee Decision Making in Customer Interactions

2.3 Creating Conditions for Effective Customer Problem Solving

2.4 Removing Organizational Barriers to Better CX

2.5 Measuring the Impact of Employee Empowerment on CX

Creating a Culture of Accountability and Ownership

3.1 Establishing Shared Responsibility for Customer Outcomes

3.2 Defining Employee Ownership Across the Customer Journey

3.3 Connecting Employee Goals with CX Objectives

3.4 Encouraging Accountability for Customer Outcomes

3.5 Recognizing and Reinforcing CX Ownership

Training and Development for Frontline CX Roles

4.1 Identifying Capability Gaps Affecting Customer Experience

4.2 Defining CX Skills for Frontline Employees

4.3 Connecting Training Priorities with Customer Needs

4.4 Evaluating Training Impact on CX Performance

4.5 Building Continuous Development into Frontline CX

Leveraging Employee Insights for CX Improvement

5.1 Capturing Employee Insights from Customer Interactions

5.2 Using Voice of the Employee Platforms to Capture Employee Feedback

5.3 Combining Employee and Customer Feedback

5.4 Identifying Customer Issues Through Employee Observations

5.5 Turning Employee Insights into CX Improvements

5.6 Demonstrating the Value of Employee Contributions to CX

Module 8: Aligning Employee Experience and CX

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