Wendy Kagan

Your front-line employees are your most vital asset. They’re the face of your organization, interacting with your customers to ensure a positive experience. But what is THEIR experience in how they engage with customers, either through the systems and technology they use or internal processes they must navigate? Often times it’s a disjointed and frustrating exercise.  

In this session, hear from CX leaders who have put the necessary tools and infrastructure in place to turn employees into CX advocates. Learn strategies for empowering your teams to exceed customer expectations and drive customer satisfaction and gain additional insights on: 

• Traveling journeys with your employees to discover areas of friction 
• Soliciting employee feedback and taking action on areas of improvement 
• Implementing empathy training so employees can create important human connections 
• Utilizing technologies such as co-browsing that lead to customer and employee satisfaction