Winning the Hearts and Minds of Employees — the Other Half of Total CX Performance

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Winning the Hearts and Minds of Employees — the Other Half of Total CX Performance

A customer experience strategy is only as good as a company’s ability to effectively and consistently deliver it.

As a result, there are two-equally important halves in CX management – the external and the internal. Far too many CX executives ignore or pay scant attention to internal-half issues, but then wonder why better outcomes (improved experiences, changed perceptions and behaviors, etc.) are not being achieved externally among customers.

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