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His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journeymapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
Make Use of Employee JourneyMapping. Hence, create an employee journeymap to improve employee experience on an ongoing basis. When a customer appreciates good work done by your employee, it boosts their morale and encourages them to continue giving good output. Source: HR Trend Institute. Source: Palmer Group.
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