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Aug 23, 2017

On his way to Keynote CEM Asia 2017, Frank Eliason joins us state side and takes us through his thinking about how global society is behaving currently and what that means for customer experience. As he says, he’s been watching customer experience since before they called it customer experience. He notes that globally, we’re creating these big CX fiefdoms but we then retract quickly because CX isn’t delivering quickly enough. Frank shares that he should have paid more attention in psychology class. His thought is that in addition to paying attention to the customer’s experience, organizations should be paying attention to the employee’s experience. Frank adds that when you newly focus on customer experience as a deliverable, you’re going against the grain of not only your customers but your employees as well.