While most firms’ technology management groups prioritize compliance and cost-cutting, CX leaders focus their tech management operations on employee success, which leads to customer satisfaction, and ends up achieving superior cost control and compliance anyway. In this episode of CX Cast, Principal Analyst David Johnson from Forrester’s Infrastructure and Operations team shares how infrastructure and operations pros, along with their CX colleagues, can improve customer experience by refocusing tech management and developing new habits for better CX outcomes over time. Forrester clients can read more about how these two groups can come together to improve CX in David and Sam’s report, “Use Customer Experience Insights To Unshackle Employee Potential.”