Employers Should Make Customer Experience A Priority

Many employees are eager to adopt new technologies at work, but most believe their organizations are reluctant to change because of the impact this could have on the customer experience.

The study encourages business leaders to work collaboratively to implement innovations, be transparent about the challenges encountered and investigate any delays.

Companies should undertake a thorough assessment of the customer experience from the customers' point of view, detailing all interactions that touch current technologies.

From there, companies can find the spots where the experience falls short and perform a cost-benefit analysis to determine the best course of action.