Start with your Employees to grow CX

• By AlexanderStoter
• Nov 6th, 2025
• Blog

As Ian Golding stated in his new Experience Operating System (XOS) you have to take Employees in account to improve Customer Experience. The way employees communicate within an organization is direct of influence in how Customers perceive and experience your Organization or Brand. But what is Communication and what role play Employees?
The problem is what we mean by Communication and how to measure it and develop it to a next level. Which Communication Culture is dominant and how information is used in decision making processes that define service, journeys and products?
In the search of answers and better understanding how to improve Communication and what role it plays I published a book https://lnkd.in/eSETgzFZ or at Amazon https://a.co/d/bIFL7LV