While many businesses’ traditional products, services, and operations became less relevant to consumers in the past year, the lessons learned will have the opposite effect on customer experience in the year ahead.
The importance of employee experience is one of those lessons we learned (or were reminded of). But it’s more strategic, or even technical than one might think.
This report features lessons and insights from the late Zappos CEO, Tony Hsieh, Forbes Coaches Council and Head of CX at Schindler Elevator Corp (former Verizon CX Leader), Stacy Sherman, and Lucidworks VP of Product Marketing, Justin Sears.
Revealing some of CCW Digital’s 2020 key research and 2021 predictions, this report will explain:
• The quantifiable ROI of quality employee experience – what drives it and where
• A macro perspective of digital transformation – how it will impact employee experience, customer experience (and service)
• The new roles of the contact center - how it will have a greater importance across different business units
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