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Session 503: The House of Cards: The Relationship Between Employee Engagement and Customer Experience Relationship

Doug Rabold  (Principal Consultant, Bold Ray Consulting)

Location: TBD

Date: Thursday, August 6

Time: 11:30 am - 12:30 pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Revolutionizing the Customer Experience

Vault Recording: TBD

Audience Level: Intermediate/Advanced

The last few years have seen significant focus on the direct correlation between employee engagement and customer experience. Disney, Zappos, and Nordstrom are just a few of the corporate titans that have thrived and positioned themselves as industry leaders by leveraging this approach. Yet few organizations outside of retail and hospitality truly grasp and have leveraged this concept.

In this session, Doug Rabold will explain why:
• How employee engagement and customer experience are directly correlated
• Why employee engagement is measurable but not always evident
• How the most successful organizations, regardless of industry, recognize and promote employee engagement