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Quick takeaways
- The customer experience is a byproduct of the employee experience, and it is crucial to start from the inside out, aligning activities with broader business goals.
- Understanding customers and bridging the gap between digital and physical experiences is important for enhancing the overall customer experience.
Deep dives
The Importance of a Holistic Approach to Experience
Tricia Houston from the Experience Field Group discusses the significance of considering both customer and employee experiences. She emphasizes that the customer experience is a byproduct of the employee experience, and it is crucial to start from the inside out. Having everyone in the company rowing in the same direction and aligning activities with the broader business goals is key. Tricia also encourages companies to think about the other business they are in and how activities can reinforce their positioning.
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