Employees are uniquely positioned to offer valuable insights into customer behaviors and unspoken needs, making their feedback a critical component of a successful Voice of the Customer (VOC) initiative.
This webinar will explore:
- The reasons and benefits of collecting employee feedback.
- Who should collect employee feedback.
- Methods to develop, enhance, and improve your employee feedback strategy.
Employees interact with customers as brand ambassadors, advocates, or consumers, giving them a front-row seat to the "jobs to be done" by products or services. Their feedback provides vital context, clarifying the interactions between customer actions, needs, and internal processes. While customer journey maps help visualize the customer experience, they often miss the internal gaps that lead to experience failures. Employee feedback fills these gaps, offering actionable insights to drive organizational improvement.
Speakers:
- Natalia Jaramillo, CXPA Middle East Council Chair
- Jihane Tehini, CCXP, Moderator and CXPA Middle East Council Member
Join us to learn how organizations that value employee input can create a holistic customer experience strategy, meeting and exceeding evolving customer expectations. This webinar will cover the “why, who, what, when, and how” of employee feedback and its role in advancing CX success.