One of the growing realizations in CX is that it is not enough to design an experience for customers without also designing an experience for employees. Building an employee experience means enabling, empowering, and engaging employees. With the customer journey in mind, think of ways that employees might be empowered to help customers move through their journey. How can the company engage employees using personas, journey maps, and empathy maps? Explain why it is important to engage all employees at all levels of the organization in customer experience, even those with non-customer-facing roles. How does each department affect the customer experience?

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Enabling workers to help customers all through their journey includes giving them the tools authority and autonomy to address customer needs really The following are multiple ways workers can be enabl... View the full answer