Behind almost every customer complaint is an employee who had to work around a broken process.

Customer:

“Why did it take three weeks?”

Employee reality:

- three approvals; - two disconnected systems; - missing visibility; - five manual Excel files.

The employee isn’t slow.

They’re translating organizational complexity into customer experience.

Companies often measure customer pain.

Far fewer measure employee effort required to deliver a good customer experience.

Maybe the strongest CX KPI isn’t NPS.

Maybe it’s: “How hard is it for our people to do the right thing?”

Lower employee effort often leads to lower customer effort.

What process creates the most unnecessary effort in your organization?