Diana Brown on Customer Experience Meets Employee Experience

In a story that echoes the classic American dream, media mogul
Oprah Winfrey started out working at a grocery store where she
was forbidden to talk to customers, a move that left her feeling
unfulfilled.


However, she soon found a job at a radio station where her
talents for communication and engagement were allowed to
flourish, leading her down the path to becoming a cultural icon
with her own talk show, The Oprah Winfrey Show. This raises an
important question about the role of employee-customer
interactions in creating a successful business.

In this episode of CX Decoded, Diana Brown, senior vice president
of sales operations and customer experience at XPO,
discusses the crucial link between employee experience and
customer experience in the service industry. Drawing on both her
experience at XPO and her previous experience as head of customer
success for Amazon Business, Brown emphasizes that important
changes often arise from employee feedback about the customer
experience. She goes on to explain that XPO was able to improve
its billing process after finance team members who worked in
collections shared the difficulties customers were experiencing
in paying their invoices. Brown underscores the importance of
listening to both employees and customers in order to make
meaningful changes in the service industry.