A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “front line”

Meeting Expectations

Meeting Expectations

Released: April 13, 2021 • Episode #161

It’s important for those leading a company’s CX efforts to make certain the customer experience delivered by your front-line employees matches the customer’s expectations. And that means your employees need to understand your brand and the expectations it promises. Host Steve Walker welcomes Chris Wallace, co-founder and president of the InnerView Group, for a discussion on how to ensure your front-line employees deliver the experience promised by your brand.

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The Non-customer-facing Employee

The Non-customer-facing Employee

Released: October 1, 2019 • Episode #86

It’s easy explaining how front-line employees directly influence the customer’s experience. But it’s more difficult for non-customer-facing to see how their contributions impact CX. Steve welcomes Maureen Cook, customer experience specialist at Ciena, to discuss the ways they show ALL their employees how they affect customer experience.

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