When
December 7, 2017
1:00 PM - 2:00 PM ET
Where
Online
How to Align Voice of Employee with Voice of Customer Programs
According to Gartner's research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. A recent Temkin Group study revealed that CX leaders have 50% more engaged employees than laggards.
Your front-line staff is the face of your brand, creating a first and lasting impression. Do you know how to keep them happy, engaged, and contributing to your CX strategy? Not integrating your Voice of Employee (VoE) with your Voice of Customer (VoC) programs puts your entire CX program at risk, which impacts your top line revenue.
Join MaritzCX for a 360-degree perspective on the impact of integrating VoE and VoC programs. This webinar highlights best practices for ensuring employee goals are properly aligned with customer satisfaction objectives. Join to learn how to:
- Share VoC data with front-line staff to drive customer-centric behaviors
- Use employee rewards and recognition to increase engagement
- Combine employee and customer perspectives at the front line to complete your CX story
Jennifer Passini
Solutions Strategist
MaritzCX
Jennifer is Solutions Strategist at MaritzCX where she is responsible for providing CX consultative support to organizations looking to implement new or enhance existing CX programs. Jennifer has over 16 years of experience in helping to design and manage successful customer experience measurement and management programs.
She earned her Ph.D in Applied Experimental Psychology, with emphasis in Consumer Behavior.
Jason Macedonia
Senior Director, Employee Engagement Services
MaritzCX
As Senior Director, Employee Engagement Services at MaritzCX, Jason leads company strategy, design and administration of Employee Engagement offerings. With a background in organizational development and experience measurement, this role complements his passion for technology driven capture of insights used to drive organizational innovation, improve customer loyalty, strengthen employee engagement and assess organizational culture.
Before joining MaritzCX, Jason served as SVP, Strategy and Development at Avatar Solutions. Avatar was an innovator in the patient experience (PX) space, offering the industry’s only Intelligent Survey uniquely designed to follow the patient journey.
To register, please click here.
MaritzCX is the only customer experience company that combines one of the world’s most advanced CX software platforms with industry-leading research services and world-class CX expertise. Find out how these technology, research, and service components all work together to help you see important business issues and trends earlier, respond faster, and ultimately turn every customer experience into a clear competitive advantage.