Customer experience is often viewed as a symptom or outcome. Lack of consistency, poorly aligned processes, inflexible business rules and decline in values are all being seen as generating poor customer experience. As a consequence, analysing these symptoms can fail to identify the true cause and correct treatment, leading many organisations to question why we treat internal and external insight so differently?
People experience focuses on the internal and external experience. The objective of this dual focus is to improve diagnosis as well as improve engagement with the solutions. Focusing on the people experience is proving to be effective in generating sustainable profit and increasing engagement, loyalty and trust from both employees and customers.
Key topics to be covered:
Determining how internal advocacy and loyalty will contribute to your business cases and ROI
Establishing how focusing on internal and external experiences will improve customer experience diagnostics
Understanding how the people experience will improve employee productivity and retention and lower the costs of recruitment, incentives and training
Scrutinising which organisations are focusing on the people experience: Why, how and to what effect?
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