Date: Wednesday, October 29
Time: 10:15 am - 11:15 am
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass
Track:
Boost Your Culture
Session Type:
Session
Vault Recording: TBD
In this high-impact session, we will explore how strategic training, continuous feedback, and structured problem-solving directly enhance Employee Experience (EX) and Customer Experience (CX). Through real-world case studies and an interactive, hands-on exercise, attendees will discover how to empower employees, reduce workplace friction, and create meaningful CX improvements. We'll do this with actionable strategies & case studies on improving EX for better CX and hands-on root cause analysis using a problem-solving framework
Learning Outcomes:
Gain Proven CX-Enhancing Strategies – Learn from real-world case studies that demonstrate the direct impact of targeted employee training and feedback-driven improvements.
Engage in a Hands-On Problem-Solving Exercise – Apply structured root cause analysis to uncover and resolve workplace inefficiencies.
Walk Away with an Actionable Plan – Leave with a personalized roadmap to enhance Employee Experience (EX) and Customer Experience (CX) in your organization.
Empower Employees for Stronger CX – Discover how ongoing, relevant training equips employees to perform more effectively and confidently.
Leverage Feedback for Continuous Improvement – Learn how real-time employee insights drive process optimization and workflow efficiency.
Implement Root Cause Analysis for Lasting Change – Address foundational EX issues to create sustainable, measurable CX improvements.
Bottom Line: When employees are supported, trained, and empowered, CX success follows.
Takeaway
Strategic & Practical Training Boosts CX Outcomes
Discover how targeted, ongoing training enhances employee engagement, efficiency, and problem resolution skills.
Case Study: Michigan State University successfully integrated 4 operational teams into Genesys Cloud by offering flexible, open training & office hours—resulting in 100% of service-level targets met on Day 1.
Result: Enhanced Employee Engagement: Employees felt more confident and supported due to personalized, flexible training options, leading to increased participation and proactive problem-solving.
2. Continuous Learning Through Employee-Driven Feedback
Explore methods for gathering real-time feedback and adjusting training dynamically.
Case Study: Genesys Cloud launch leveraged ongoing support sessions and feedback loops to identify workflow challenges, leading to swift improvements in system usability and employee confidence.Result: Employees quickly adapted to new processes, reducing frustration and boosting productivity and intrinsic motivation.
3. Solving EX Challenges with Targeted Root Cause Analysis
Instead of addressing surface-level frustrations, get to the core issues that impact EX and CX.
Use structured problem-solving techniques to uncover inefficiencies and implement long-term solutions.Example: If employees struggle with onboarding, is the real issue outdated training, lack of mentorship, or missing resources?End Result: Attendees will walk away with an individualized plan to tackle workplace challenges at their root.
Case Study: Genesys Cloud Training & Launch Optimization
During the Genesys Cloud rollout, I tackled Employee Experience (EX) challenges by conducting targeted root cause analysis to uncover the real operational inefficiencies affecting employees.
Real-Time Feedback Collection:Through additional training sessions and launch office hours, employees voiced confusion over handling multi-action emails and threading issues in forwarded emails, which caused inefficiencies and delays in customer interactions.
Root Cause Analysis:Rather than assuming the issue was system complexity, I analyzed employee feedback and system data, revealing that the core problem was gaps in training and unclear workflows, not the platform itself.
Solution Implementation:
Redesigned training sessions to emphasize real-world workflows rather than just system features.
Offered one-on-one support to address individualized challenges.
Partnered with IT to optimize Genesys settings to reduce manual effort.
Results:
Employees developed a clearer understanding of workflows, leading to greater confidence and job satisfaction.
Fewer workflow-related errors, reducing the need for rework and minimizing escalations.
Increased efficiency in email handling, enabling employees to process customer inquiries more accurately and with less hesitation.
Faster email response times, improving overall service speed and customer satisfaction.
