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Module 12: Employee Experience = Customer Experience
1. Why EX is the Starting Point for Great CX

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2. Listening to Employees Like You Listen to Customers

1. Why EX is the Starting Point for Great CXPREVIEW

Great CX is the output of an engaged team. Sarah Caminiti unpacks the "Service-Profit Chain," showing how high engagement boosts earnings by 147%. Learn why agent burnout is a top-three threat to your brand and how to treat internal culture as the essential soil for elite service.

Duration: 8:29

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Sarah Caminiti

Module 12: Employee Experience = Customer Experience

Learn how to strengthen customer experience by building a healthy internal support culture, using proven frameworks and listening loops that turn team trust.

5 lessons • 45 min

1. Why EX is the Starting Point for Great CX

2. Listening to Employees Like You Listen to Customers

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3. Internal Branding and Culture Activation

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4. Measuring and Managing Employee Experience Health

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5. The EX-to-CX Playbook: Your First 90 Days

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