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Customer Experience & Employee Experience: Two Halves of the Whole Equation

Sir Richard Branson once famously said, “If you take care of your employees, they will take care of the clients.” Today, the experience of an employee is deeply connected to the customer experience, regardless of the industry:

  • 96% of customers expect issues to be resolved quickly on the channel of their choice.

  • 75% of agents and other customer-facing employees say when communications hinder productivity, they get unhappy at work, and half say this makes them more likely to be rude to coworkers, friends, and family.

  • 9 in 10 employees agree disjointed communications negatively affect workflow and job satisfaction, and this, in turn, impacts customer satisfaction and the bottom line.

Optimizing employee productivity and customer satisfaction is no longer a goal; it’s indispensable. Constellation Research recommends a unified communications platform will go a long way in unifying employee and customer engagement. 



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