Understanding the Return on Total Experience for Businesses

Customerland

Ron Shamah, CEO of Rightpoint, walks us through the intricate connections between employee experience, customer experience, and product experience. This episode unravels these intriguing interconnections and how they've put a unique pressure on organizations. We bring you a candid discussion on how businesses can reimagine customer experience and tackle seemingly insurmountable challenges with the aid of Rightpoint.
Ready for a glimpse into the future of work? In this engaging episode, we tackle the complexities of AI, the growing confidence of C-suite leaders, and the tools necessary for a fulfilling work experience. We also delve into the challenges that executives face when trying to measure high performance in a hybrid or remote environment. Get ready to navigate the labyrinth of employee experience infrastructure and ecosystem, and learn how to use these tools to your advantage.
We round out the episode by focusing on the potential impacts of customer experience, employee experience and product experience on digital transformation. Tune in as we dissect the methodology involved in implementing a custom insurance website, a single pane of glass customer service system and mobile app upsell and cross-sell capabilities. We reveal how these strategies could result in increased coverage, reduced employee work, and a decrease in customer service rep turnover. Get ready for a revolutionary insight into the Return on Total Experience - the new yardstick that could shape the future of the industry. Don't miss out on this engaging discussion on the future of work.

Chapters

1. Employee Experience in CX and Product Experience (00:00:00)

2. Exploring Employee Experience and Digital Tools (00:05:37)

3. New Yardstick (00:18:46)

4. Holistic Customer Experience (00:29:39)