24 min
Why You Must Drive the Customer Experience with the Employee Experience | Stacy Sherman & Vikas Bhambri CX Conversations
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- Management
In this episode we speak with the Director of Customer Experience and Employee Engagement at Schindler Elevator Corporation, Stacy Sherman, and Vikas Bhambri, Head of CX at Kustomer. Vikas tells us about the 3 pieces to an effective program: People, process, and technology. We discuss having executives getting involved on the front lines to see and understand directly what’s going on with the customer, and then making sure your employees are feeling valued and heard.
What’s not working 1:32
3 pieces to an effect program 2:13
Bottoms up feedback 7:17
Tactics to drive the employee and customer experience 10:35
Strengthening employee relationships 15:05
“I’m seeing more and more companies put the executives or new employees in the chair of their front line as part of their onboarding. So as part of your onboarding, go sit with your support team, hear your customers, feel their pain, understand their challenges, and then rotate your executives into that on a regular basis.” 8:32
https://www.linkedin.com/in/stacysherman/
In this episode we speak with the Director of Customer Experience and Employee Engagement at Schindler Elevator Corporation, Stacy Sherman, and Vikas Bhambri, Head of CX at Kustomer. Vikas tells us about the 3 pieces to an effective program: People, process, and technology. We discuss having executives getting involved on the front lines to see and understand directly what’s going on with the customer, and then making sure your employees are feeling valued and heard.
What’s not working 1:32
3 pieces to an effect program 2:13
Bottoms up feedback 7:17
Tactics to drive the employee and customer experience 10:35
Strengthening employee relationships 15:05
“I’m seeing more and more companies put the executives or new employees in the chair of their front line as part of their onboarding. So as part of your onboarding, go sit with your support team, hear your customers, feel their pain, understand their challenges, and then rotate your executives into that on a regular basis.” 8:32
https://www.linkedin.com/in/stacysherman/
24 min
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