We’ve all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. And while it can sometimes feel trivial, that type of friction adds up and affects our interactions with customers, thus affecting the customer experience. So how do we minimize those points of friction in the workplace? Host Pat Gibbons welcomes Christophe Martel, CEO and founder of FOUNT, a software platform designed to help reduce friction and improve productivity and employee experiences, for a discussion on reducing workplace friction and it's effect on customer experience.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “employee enablement”
Great customer experiences comes from great employee experiences. It’s something we’ve discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee engagement for a large group of front-line employees, say a call center or large customer support operation? Host Sara Walker welcomes Victoria Stephens, director of client and payment experience at Flywire, a global payment software company, and a CXPA 2023 Emerging Leader award winner, for a discussion on equipping frontline employees for customer experience success.
Let’s face it: not every person is well-suited to be, quote, “customer-facing.” Whether it’s their personality, their specific job requirements, or just their preference or personal talents, some people do better on the “behind the scenes” aspects of the company. And it’s easy to assume a mentality that they don’t necessarily need a customer-centric focus in their work. But an organization’s employee experience can impact not only their perspective of why they do what they do for the company, but also the customer experience. Host Pat Gibbons welcomes AJ Schneider, president of Wheaton World Wide Moving, for a discussion on why it's important all employees - regardless of their interactions with customers - know they are important to CX.
Customer experience is a wonderful blend of listening and understanding our customers, while creating the right actions to deliver amazing experiences. But putting all those pieces together is a tall task. How do we set up the right processes to ensure the right information is delivered to right employees, resulting in great experiences for our customers? Host Steve Walker welcomes Jill Helmle, the senior manager for customer experience strategy at ServiceNow, for a discussion on how to equip employees for success.
Providing the tools and resources for employee success seems like a "no-brainer," but companies often overlook the systems and processes that can create friction in the customer experience. And if the employees struggle to provide seamless experiences, then you can bet that customers are feeling their pain as well. In the fourth episode of our "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes expert Georgetta Parisi, Ph.D., for a discussion on employee enablement.