In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business.
Also, as a whole, we’re an optimistic lot. We believe, with the right systems in place, that individual frontline workers can provide an anticipatory experience that will delight customers and create the better outcomes we strive for.
It’s a laudable belief, and there are even times when it works. Read more