Observed Signal · Jul 27, 2023 · Interview · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
Unifying Customer and Employee Engagement
In this CMSWire interview, Mark Smith, VP of digital engagement solutions at CSG, discusses the growing convergence of customer experience (CX) and employee experience (EX). He explains how intelligent tools originally developed for customer self-service can also empower employees to deliver better service, creating a unified 'experience' approach. The conversation touches on the recent Forrester Wave for journey orchestration, where CSG was recognized as a leader, and the trend toward simplifying the journey to drive measurable financial gains. Smith also highlights the shift in workplace norms, where remote work and efficient software tools are becoming the new standards for employee satisfaction. The interview underscores the industry's move from compartmentalized CX and EX toward a holistic experience strategy.
Insightful interview on unifying customer and employee experience, relevant to MarTech but not a major industry event.
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Key Takeaways & Evidence Grounding
- CSG acquired Kitewheel, a journey orchestration engine, in 2022.
- Mark Smith is VP of digital engagement solutions at CSG.
- Forrester's Wave for journey orchestration was released that week, with CSG positioned as a leader.
- The article discusses the convergence of customer experience (CX) and employee experience (EX).
- The industry is moving toward a unified 'experience' concept rather than separate CX and EX.
Connected Companies & Entities
1 Entity mapped“you mentioned Forrester CX and Forrester Wave actually just came out this week for journey orchestration....”
Ontology Mapping & Concepts
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