Service Leaders - Employee Experience Capping CX & BX Performance

Service Council™ research reveals an almost 50% year-over-year increase in the proportion of service leaders that didn’t achieve their previous annual targets for their #Customer Experience (CX) and their #Business Experience (BX). Meanwhile, with so many of the technological initiatives aimed at removing friction from the service process, it jumps out at me that only 12% identify the #Employee Experience as the one where most progress is expected. ❓To what extent are your CX and BX results capped by your EX? ❓Is service innovation truly removing friction? Or is it just modernizing the sources for such friction? I’m working on an article about the hidden risk of the latter, but would be interested in the community’s thoughts to all of the above. John Carroll Jaclyn Cooksey David Mesgar Lauren Wheir Slater