Creating a customer-centric culture is often thought of as central to CX. Ensuring employees – and the business as a whole – focuses on the exceeding the expectations of the customer makes absolute sense in today’s competitive market.

However, the creation of a customer-centric approach starts not with the customer, but the employee. Empowering employees is critical to having them become your biggest advocates, to create an environment of continual improvement and, as a result, provide better customer experience. As such, this keynote fireside chat will consider:

Where and how can technology be used to help improve employee engagement, and what impact can this have?

How do you empower your key CX staff to ensure they are engaged and involved in your company’s culture, and how can this impact what they deliver?

How can you create a continual feedback-improvement loop from customers to employees through contact centre and online engagement, when positive customer experiences are recognised, those who provide them are rewarded and the learnings are embedded throughout the business?