In this episode, Mike and Paul are joined by colleague Alex Foucre-Stimes, a Manager in West Monroe’s Customer Experience practice, to discuss the use of the same human-centered design tools we use to improve customer experiences - including personas, journey maps, “customer” research, etc. - to ensure success in improving employee experiences from recruitment and onboarding through technology initiatives (e.g., employee collaboration or portal platforms, Microsoft Office 365, CRM, and core business platforms).
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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.
- Michael Manfredo, Principal, Customer Experience
- Paul Hagen, Senior Principal, Customer Experience