Our global panel on this KPMG Customer First podcast explores the idea of empowered employees and how businesses can drive better customer service through engaged, autonomous people. They discuss matching organizational values with employee experience, and aligning customer and employee experiences. KPMG research into the future of HR and customer experience excellence are both discussed.
Robert Bolton, Global Lead for the People and Change Centre of Excellence, KPMG International
Chloe Burton, Senior Manager, KPMG in the UK
Matt Campbell, Managing Director, KPMG in the US
Urvashi Roe, Global COO, Customer Center of Excellence, KPMG International
We invite you to listen to the recording in its entirety or jump to the moments of highest interest to you.
Moments of interest
01:20 Discussion of the Future of HR report
07:37 The dislocation between organizational values and on-the-ground employee experience
11:28 Why empathy is the heart of successful customer and employee interaction
17:30 The failings of a top-down management approach and why autonomy is key to happy, engaged employees
22:37 How to establish a successful "mission culture"
24:16 The age of the "quantified workforce"
29:56 The paradox of having lots of data—but not using it intelligently.
31:04 Why it’s important for organizations to facilitate enterprise among their employees
33:00 Key takeaways