246: Enabling Employees In A Work From Home Model (R)

Great customer experience (CX) and employee experience (EX) go hand in hand.  To deliver high-quality CX, companies must enable their employees, amid COVID-19 and shifting needs.  In this episode, we are joined by Verizon's Vice President of Sales and Service Operations, Ken Lain, to discuss his team's work supporting 17,000+ customer service employees as many transition to a work from home model. Click the titles below for more on this topic: Five Steps To Enable Customer Experience Delivery Focus On Process, Technology, And Collaboration To Enhance Your Employee Enablement The Five Factors That Supercharge CX Enablement  

Om Podcasten

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.