When experiences fail and the CX team doesn’t know why, it could be because they don’t systematically collect feedback from the one group that can provide insight about the entire ecosystem — 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 this episode, analyst Maxie Schmidt explains how to build a closed-loop voice of the employee program.
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