On this episode, author and advisor Tiffani Bova shares her journey of understanding the impact of technology on customer experience and the need to consider employee experience as well. Tiffani emphasizes the need to reduce effort for both customers and employees, as many companies have shifted the effort from customers to employees. She highlights the importance of considering the employee experience in order to improve customer experience and achieve growth.

Tune in to learn:

• Balancing employee experience with customer experience is crucial for business growth.
• Reducing effort for both customers and employees is essential for improving their experiences.
• Ownership of employee experience is often fragmented across different departments.
• Collaboration between departments is necessary to create a holistic approach to experience.
• Considering employee experience is key to achieving customer satisfaction and loyalty. Tracking employee effort is as important as tracking customer effort in order to improve the overall customer experience.
• The customer effort score is a useful metric for measuring employee effort and identifying areas of improvement.
• CX leaders should influence the executive team by journey mapping customer experiences and collaborating with IT to find solutions.
• Focusing on the employee experience is crucial for enhancing both employee and customer experiences.
• AI can be a powerful tool for improving customer experience, but it requires clean and reliable data.
• Human connections and great customer service can make up for shortcomings in other areas of the customer experience.

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

Mission.org is a media studio producing content alongside world-class clients. Learn more at 

mission.org