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Top Takeaways:


“What is at the center of the productivity conversation is this notion of employee experience. Employee experiences are central to customer experiences.” “The one thing that drives a successful culture is the inspiration and innovation that comes from teamwork to create a new ‘better.’” “Empathy creates collaboration – and these two things are what enable growth.”


Dennis Wakabayashi is the VP of CX Solutions Delivery for RR Donnelley, a global business communications firm. He is among the top 50 CX influencers globally and provides relevant customer experience content on many social channels. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How does the employee experience affect the customer experience?
  2. Has COVID-19 changed customer service?
  3. How can I improve the employee experience?
  4. What is the best way to position customer experience to executives and leadership?
  5. How can I create a better customer experience?

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