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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?

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