TECH SUPPLIER Dec 2022 - IDC Survey Spotlight - Doc # US49912522

How Does Communications Management Impact Customer Experience?


Zachary Chertok

This IDC Survey Spotlight for employee experience (EX) shows a strong link between EX transformation and improvements in customer success and the quality of customer experiences (CX). A key component of the EX-CX link is how employee listening and communications management bring employees and employers together to contextually enhance the quality of customer engagements. Direct feedback in tandem with sentiment trends gather across pulse surveys help inform managers and business stakeholders of the realities of the organization at work. When leveraged alongside CSAT scores and customer feedback, employee feedback and survey trends provide more direction to the kinds of changes that need to be made in pursuit of the best practices that can be leveraged to build engagement consistency and strength inclusive of a strongly retained and motivated workforce.


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