Employee Engagement: Unlocking Better Customer Experiences Roundtable

Prioritising employee engagement: The missing link to improving customer experience

When thinking about delivering a world-class citizen experience, one typically focuses on the digital touch-points that the customer engages with to purchase goods or consume services. However, often overlooked is the internal, human-driven side of the customer journey.

Companies cannot afford to lose sight of their employees and how their satisfaction, directly and indirectly, impacts the customer experience. Employee satisfaction is especially important today, considering that a pair of major challenges faced by companies across industries is labour shortages and high attrition rates. 

• Why is Employee Engagement Relevant to Customer Experience?
• Where can Employee Engagement be Improved, particularly in a hybrid working model or where the workforce can be considered casual or transient?
• How will this result in organisational growth (more products sold, more widgets built, more services delivered)?