Featuring:

David Brodeur-Johnson, Principal Analyst

Show Notes:

Employee feedback is part of a virtuous cycle of improving CX through employee empowerment and enablement that builds customer trust. If you’re not building your CX strategy using this loop, you’re in a reactive cycle of EX-blind customer focus instead. Breaking the cycle begins with an effective employee listening strategy, followed by accountability at the leadership level to ensure that employee voice leads to appropriate action. Forrester principal analyst David Brodeur-Johnson joins to discuss:

  • The shifting dynamics of employee power and the intrinsic motivation necessary for employees to excel
  • How to move from traditional employee surveys to gain deeper insights into employee sentiment and experiences
  • The importance of journeys in identifying systemic issues affecting employees and customers
  • The value of employee-led innovation and ideation
  • The role of emergent technology to scale meaningful EX insight

To learn more, see the Forrester report, Build Your EX-To-CX Strategy Now.