Connection

The Employee and Customer Experience Linkage: a Conversation with Jacob Morgan and Blake Morgan

Episode Summary

Traditionally, businesses think about employee and customer engagement strategies as two separate areas, owned by different stakeholders. In fact, most digital transformations prioritize the customer experience over the employee experience and leverage different communications technologies for each. This siloed approach creates barriers and hinders employees ability to successfully support customers. It also impacts employee productivity and customer satisfaction, ultimately hurting overall business profitability. In this podcast, best-selling author, futurist, and keynote speaker Jacob Morgan and leading customer experience futurist, keynote speaker, and author Blake Morgan discuss their respective research into employee and customer engagement and what businesses can do to bring these two worlds together for greater customer and business value.

Episode Notes

Additional Resources:

4 Strategies Every Company Needs To Implement For Both Employee And Customer Experience
https://www.forbes.com/sites/blakemorgan/2018/07/09/4-strategies-every-needs-company-to-implement-for-both-employee-and-customer-experience/#43d0395676cc

The Engagement Equation: Engaged Employees + Engaged Customers = Business Profitability
https://www.ringcentral.com/employee-engagement-customer-satisfaction-company-success