Sean Albertson is the founder and chief experience officer at CX4ROCKS LLC. He has been a customer experience leader for over 20 years, helping leading companies like Charles Schwab, T-Mobile and others in telco and financial services create great experiences for their customers. As a professional speaker, coach and consultant, he specializes in the intersection of survey programs, operational metrics, text and journey analytics with the use of artificial intelligence to bring out the power of those programs.
Monday, December 4
US/Central from 10 :15 AM to 10 :45 AM ( 30 mins )
[Main Stage] The Customer & Employee Journeys - Architecting Connected Paths
We all know about the growing importance of the strategic intersection of the customer and employee experiences. We all know that happy and engaged employees make happy customers - and vice versa. In the age of digital-first engagement, accelerating product cycles, and an increasingly demanding - and budget-conscious - consumer, aligning the customer and employee experiences has never been more difficult while remaining challenging from an organizational design and transformation perspective. Join these brand leaders as they discuss how they have developed a framework to successfully align CX and EX, established clear metrics, and communicated measurable ROI to the C-Suite and board to drive the necessary organizational and culture transformation to align the customer and employee experiences.