Unified CX + EX Integration

• Unified CX-EX Strategy Design:
  • Develop a holistic strategy that aligns customer and employee experiences to drive organizational growth. This includes integrating employee goals with customer satisfaction metrics. Develop a strategy where employee engagement directly fuels customer satisfaction.
  • Implement company-wide OKRs (Objectives and Key Results) that connect employee contributions directly to customer outcomes.
  • Using **Salesforce 360** and **Einstein AI**, align employee objectives with customer-centric goals. For instance, enhancing employee satisfaction through engagement programs can lead to more personalized customer interactions, boosting retention.

• EX-CX Analytics and Reporting:
  • Provide dashboards that consolidate both EX and CX data into actionable insights, such as employee engagement scores correlated with customer satisfaction and retention rates.
  • Use **Salesforce’s Customer 360** and **Einstein AI** to tie CX insights to workforce behaviour and track how improvements in EX impact CX and business performance.

• AI and Automation for Efficiency:
  • Automate repetitive processes for employees (e.g., scheduling, support tasks) to allow them more time to focus on customer-facing and value-added activities.

• Cross-Functional Collaboration & Front-office Synergy:
  • Promote collaboration between sales, service, and marketing teams using tools that integrate customer and employee data into one platform. Unified reporting dashboards provide real-time insights into how improvements in employee engagement affect customer experience and overall business performance.

Ensure that **Sales Management**, **Service Management**, and **Marketing Automation** are intertwined in your approach. From sales opportunity management and automated lead nurturing to personalized marketing campaigns and predictive customer service, these elements should be part of a cohesive strategy that enhances both the customer and employee journey.