Mike Bainbridge, Rackspace
Chief digital technologist Rackspace @dgtlMike
Employee satisfaction --> employee retention and productivity --> customer satisfaction --> customer loyalty --> revenue growth and profit --> further investment in employee satisfaction...
Every organisation has a HIPPO (highest paid person's opinion) who blocks CX progress.
Learn from your customers - if you engage with them on a regular basis, they'll tell you what you want
Measure the outcomes using relevant metrics
Empower your employees - they have those customer interactions on a daily basis.