A Customer-Focused Human Resources (HR)

Chezy Ofir and Nadav Goldschmidt

Chapter 10 in Customer Xperience Leadership:A Blueprint to Maximize Performance, 2024, pp 131-159 from World Scientific Publishing Co. Pte. Ltd.

Abstract: How important are employees in organizations? Not in words, but in actions — investment of money and resources?Employees on stage and backstage take care of customers’ issues and determine the level of experience delivered and satisfaction achieved. This cause companies to state: “Employees are our greatest asset”, “Employees are the face of the company”, and “Excellent employees are a competitive advantage.” However, a gap exists between what is said about the importance of employees and what is done…

Keywords: Customer Experience; Service-Leadership; Service-Related Technology (IOT; AI; AR); Hyper-Personalization; Customer Profitability; Measuring Experiences; Customer Journey; Customer Analytics; Human-experience; Self-Service (search for similar items in EconPapers)
JEL-codes: M1 M31 (search for similar items in EconPapers)
Date: 2024
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