Forrester: The Critical Balance of CX + Employee Enablement - S854
Closed captions in English, French, and German can be accessed in the video player.
Speakers
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SVP, Global Lead Digital Experience (DX), Cognizant
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Principal Analyst , Forrester
Session Materials
About the session
While enterprises have aimed to improve customer experiences (CX) for decades, the approach to CX has been focused primarily on customer-facing touchpoints while overlooking the employee, partner, and technology ecosystem that enables them. Our global research has shown that leaders who take an orchestrated approach to customer and employee experience transformation build resilience and see return on investment in a variety of metrics. Mark Taylor, practice lead at Cognizant Digital Experience, and TJ Keitt, principal analyst with Forrester, present findings from new global research that examines the critical intersection between employee enablement and customer experience. Without the former, the latter won’t succeed.
This session explores:
- How a focus on CX enablement makes enterprises more agile and more able to respond to changing conditions and expectations
- Where mature organizations are investing to improve employee enablement
- How enabling employees impacts organizations and drives more effective CX
Track: Analytics, Insights, and Activation, Personalization, Adobe Experience Platform
Industry Focus: Advertising/Publishing, Automotive, Consumer Goods, Financial Services & Insurance, Healthcare/Lifesciences, High Tech, Manufacturing, Media & Entertainment, Retail, TV/Broadcast, Telecommunications, Travel & Hospitality, Distribution/Wholesale
Technical Level: General Audience
Presentation Style: Thought Leadership
Session Type: Session
Audience Type: Digital Marketer, IT Executive, Marketing Executive, Content Marketer
Business Type: B2C
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