2005 Customer Experience Professionals Employee Experience Measurement 
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. Success in training is measured by participation, not by a real increase in skills.
CX Journey
JANUARY 2, 2019
In this post, I not only defined employee engagement for the reader but also underscored that employee engagement is about some confluence of emotions and commitment between employer and employee, meaning: each is party to employee engagement. How Do You Measure #CX Success? How do we measure it?
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