It’s Not About Employee Engagement It’s About Employee Alignment
Senior Vice President, Customer Experience, Greenwich Associates
Craig W. Hurty
Executive Vice President & Chief Human Resources Officer, United Bank
Aligning back-of-the-house with the front-of-the-house to better execute on the Customer Experience. All too often Customer Experience initiatives focus on the role that customer-facing employees play in the customer experience. But, unless the back-of-the-house teams buy-in and play their critical supporting role, an organization cannot fully realize their customer experience goals. This session will show how United Bank is making this approach work and how it is paying off.