2005 Customer Experience Professionals Customers Employee Experience 
Horizon CX
OCTOBER 2, 2023
The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Customers wait. Then we create opportunities by fixing those gaps. It’s 8:13 p.m.
CX Journey
JANUARY 2, 2019
It's about time that companies start focusing on the employees. As I always say, "Quite simply, without employees, you have no customer experience." And if your employees aren't having a great experience, neither will your customers. And, clearly, this gap is on CX professionals' minds.
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