The Agent Experience

The Customer Experience Effect

Volume 2: The Agent Experience

Customer experience and the strategies formed to drive customer satisfaction are typically measured by external feedback, otherwise known as the “Voice of the Customer.” Unfortunately, many companies miss the mark by not also including the voice of the agent – or the “Agent Experience” – as a key indicator in measuring a customer’s brand perception and journey. As covered in Volume 1 of The Customer Experience Effect, Customer Experience (CX) is defined as a customer’s holistic perception of their interactions with a company.