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Home > Forrester's CX Cast > 10: Your Employees Know What's Wrong With Your Customer Experience
Podcast: Forrester's CX Cast
Episode:

10: Your Employees Know What's Wrong With Your Customer Experience
Category: Business
Duration: 00:16:44
Publish Date: 2015-05-07 10:17:22
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Customer experiences fail, and customer experience (CX) pros often don't know why. That's because they don't systematically collect feedback from the one group that can provide insight about the entire ecosystem — their employees. Employees' feedback provides context for how customers perceive their experiences, helps identify process, policy, and technology hurdles that hinder experience delivery, and gives insight into the quality of employees' experiences. In episode 10 of CX Cast, we talk with Maxie Schmidt-Subramanian and Sam Stern about their report called Cure Broken Customer Experiences With Voice Of The Employee Programs. They tell us about how CX pros can build voice of the employee programs that collect feedback from employees, help them uncover the causes of CX issues, react to feedback, and ultimately explain to employees how their feedback is used. More more, check out Sam's blog post or their recent webinar on the topic.
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