Work Friction: Less is More
The CX Leader Podcast | A resource for customer experience leaders
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Friction's Ripple Effect: EX and CX Connection
This chapter examines the interconnectedness of employee experience and customer experience, emphasizing how reducing work friction can enhance both. It addresses the challenges organizations face when employee friction adversely impacts customer interactions and highlights the importance of mapping out these experiences to prioritize improvement. By exploring the financial and operational benefits of decreasing friction points, the conversation underscores the vital collaboration between EX and CX leaders in fostering a healthier workplace and better customer relationships.
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