Something is missing from CX…

Hi there,

You can design the best customer experience strategy in the world, but if no one is there to serve your customers, it doesn’t matter.

Irina Mateeva puts it bluntly:

In this week’s CX Passport, Irina shares why workforce management isn’t just about schedules. WFM is a strategic tool…to ensure great customer experiences actually happen.

We talk a lot about improving customer journeys, reducing friction, and making experiences seamless. But none of that matters if a customer reaches out and no one is there to help them.

No matter how great your product, website, or marketing is, if there’s no employee available when a customer needs them, the experience falls apart.

No…it’s worse than that.

The experience fails to exist

That’s why Irina cares so much about workforce management. It’s about ensuring the right people are in the right place at the right time.

Businesses that treat WFM as an afterthought end up with frustrated employees, long wait times, and customers who walk away.

But companies that get it right? Well…I bet you know the answer but listen to Irina’s episode to find out

Your Turn​
In the show, I talk about an experience as a customer where it was clear WFM was not a focus. Has something like that happened to you?

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

P.S. If you know someone who might benefit from this week’s newsletter, please feel free to forward this to them. Or they can sign up here.

What’s on tap this week?…

Host - Rick Denton Rick believes the best meals are served outside and require a passport

🎤🎞️“The one with WFM” with Irina Mateeva in CX Passport Episode 209🎧 Listen on any Pod app

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