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The Missing Piece of the CX Puzzle: Customer-Centric Employees

Consistently delighting customers requires listening to what they have to say, learning from their experiences, and acting on their feedback. Employees who interact with customers on a day-to-day basis are often in the best position to identify common problems and suggest solutions.

An engaged workforce is the key to success with customers; though many companies recognize this, they struggle to make it a reality.

In this report we quantify the relationship between employee engagement and customer experience, and we recommend ways for companies to learn from their workforce and promote customer-centric behaviors across their organization.