In the news

The balancing act of employee and customer experiences

Andrew Kokes, Executive Vice President, Global Marketing, HGS

Andrew Kokes, Senior Vice President, Global Head of Marketing

Article originally published on Contact Center Times

As the demand for revamped customer experience (CX) escalates, brands have been continuously reinventing their customers’ experiences to match these expectations. In today’s digital world, customers expect brands to meet them where they are and provide the exact experience they are expecting. Employees are the backbone of their brands, and are the front line of defense with customers themselves – which raises the question, are brands making the appropriate connection between EX and CX?


Thriving in a Data-Driven Age: How Banks are Personalizing Experience
Unleashing Excellence with Business Process Engineering
How Business Process Improvement (BPI) Maximizes Efficiency in Retail
The Future of Banking: AI and Predictive Analytics
How to Achieve Customer-Driven Business Transformation with LeanOps