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How to Engage Your Frontline Employees in Your Customer Experience (CX) Programme

MOST CUSTOMER EXPERIENCE IMPROVEMENT TAKES PLACE ON THE FRONTLINE—LEARN HOW TO DESIGN AND EXECUTE A CX PROGRAMME THAT FACILITATES REAL FRONTLINE ACTION

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Knowing customer problems is only half the battle of improving customer experience. What really matters is understanding how to fix the problems. Frontline employees and managers, the ones who actually interact with customers, need the information and tools to enable them to bring lasting change to your company’s customer experience

This guide discusses three essential practices for organisations where frontline can improve customer experience:

  • Ensure frontline is an equal partner in CX design and that reports and dashboards are tailored to their needs
  • Communicate what customers are saying, regardless of channel, and highlight customer-driven action items through integrated reports
  • Deploy a consistent process for taking action that overcomes common impediments

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Download this guide to learn more about these three essential practices and understand how to implement them in your organisation.

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