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Forrester Webinar: How Employee Engagement Creates And Sustains A Customer-Centric Culture

Forrester Webinar: How Employee Engagement Creates And Sustains A Customer-Centric Culture

The customer experience is now a key differentiator for both B2B and B2C businesses. Quality experiences can both attract and retain customers, creating brand advocates who remain loyal long after the initial sale. What's more, in a recent study, 60 percent of global consumers said they would pay extra for a product if the brand delivered a positive customer experience.

But, how can you create a more customer-centric environment at your company?

And once you've established it, how can you sustain a customer focus over time?

In this webinar, Samuel Stern, a Senior Analyst in Forrester Research's customer experience research practice, will explore the new relationship emerging between gamification, employee engagement and the customer experience. For example, gamification can amplify e-learning and training programs to develop an employee base that is more productive, more effective and more engaged. In turn, these employees create better experiences for customers.

Webinar attendees will learn:

  • Why employee engagement is crucial to delivering great customer experiences
  • How gamification can improve employee engagement, customer outcomes and business performance
  • What actions can sustain employee engagement and customer focus over time