How empowering employees creates better customer experience

Employees are an important touchpoint for brands seeking to improve customer experience.

Great employee experience begets great customer experience. It also pays off for both the top and bottom line, according to Padmini Pandya, principal digital strategist of APAC for Adobe’s Digital Strategy Group.

At the recent Experiential Marketing Summit in Singapore, Pandya, an organisational psychologist, said: “We talk about experiences often as if they happen out of thin air, like they create themselves, but the truth is they don’t crea “The logical answer I don’t often hear people saying, is that it’s actually your employees who create these incredible customer experiences: your employees are in fact your first customers, not your customers themselves.”