Employee experience design that fosters customer orientation

Changing employee behavior and fostering a customer perspective at a telecommunications compan

Abstract

The study proposes workshops in telecom retail stores to cultivate a customer-centric mindset among employees. Despite business focus on profitability, understanding customer needs is vital. Workshops target 40% of the organization using observation, basic training, and real-store visits. The aim is to bridge numerical-driven metrics with customer-centricity. By enhancing observation skills and empathy, employees gain insights into customer behavior, fostering a culture of understanding and empathy in telecom retail.