Numerous research studies show a strong correlation between employee experience and customer experience, with one claiming that companies with highly-engaged employees outperform their competitors by 147 per cent.

But how can firms increase customer satisfaction during the Covid-19 pandemic, when most, if not all employees are working from home? What challenges do employers face in terms of retention and recruitment? How are modern technologies, including robotic process automation, artificial intelligence, and cognitive-focused software, impacting the evolution of the customer experience?

Andrew Wrobel speaks with Peter Ryan, the principal analyst at Canada-based Ryan Strategic Advisory. Peter is a globally renowned expert on customer experience, having worked with businesses and governments across the globe, advising them on matters ranging from vertical market penetration and service delivery to best practices.