Mar 8, 2022
According to the CMSWire State of Digital Customer Experience 2021 report, there is a growing body of research and anecdotal evidence to suggest the positive impact good employee experience (EX) has on customer experience, particularly in high-touch sectors.
Around three quarters of respondents view digital employee experience as being “very important” or “moderately important” for digital customer experience, but this rises significantly to 91% for respondents with tools “working well," according to CMSWire researchers.
Enter Katrina Taylor, who is living this reality day to day in her role as head of user experience and product design at Armoire, which provides shoppers with opportunities to rent clothes and personalized their closets from designer brands. Taylor is not only laser-focused on creating digital customer experiences for visitors seeking new outfits but also closely watches the connection between customer experience and employee experience.
CX Decoded hosts, Rich Hein and Dom Nicastro, caught up with Katrina to discuss this vision and how she and her teams apply it into a practical reality.