This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience.
It makes sense. Why wouldn’t we?
But focusing only on the customer without regard to employee experience and satisfaction leads to missed opportunities and sub-optimized efforts.
I had the great honor to co-present on this topic with Darin Byrne, Wolters Kluwer’s VP of Client Experience. We made three primary arguments to our CX audience:
