When researching technology to help facilitate this endeavor, consider the points above to help supercharge that superpower.įorbes Technology Council is an invitation-only community for world-class CIOs, CTOs and technology executives.Southwest Airlines is a popular, low-cost air carrier that operates throughout the United States and in 10 different countries. Recognizing that frontline staff are the key to a memorable customer experience is critical for any company. This doesn't have to be the case if you choose a platform with built-in best practices. Does the platform offer ready-made coaching and customer experience playbooks? Most companies take weeks or even months to assimilate and act on customer feedback because developing intervention programs, approaches and training take time.If each and every employee doesn’t have a personalized dashboard on their mobile device (because you can't open a laptop on the tarmac!), then it doesn't belong in your frontline business.
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