Jennifer Jones — Chief Strategy and Experience Officer, RGP
Published:
I mean, they’re two sides of the same coin in my opinion. If you think about like the most beloved brands, brands that have just like excellent customer experience, it’s usually because they… have a good employee experience as well… to be a brand that actually like competes from a customer experience standpoint, you got to compete from an employee experience standpoint.
What does Jennifer Jones say on The Agile Brand with Greg Kihlström?
Jennifer Jones, Chief Strategy and Experience Officer, RGP, says: In this interview, Jennifer Jones, RGP's Chief Strategy and Experience Officer, explains why many customer experience efforts fail because organizations neglect the employee experience and treat transformation as a tech-first, project-based effort. She urges leaders to prioritize human-centered diagnostics, sequence technology after understanding user needs, and adopt a continuous product mindset—ongoing listening, feedback, and development—rather than assuming digital initiatives are ever truly "done."
From: The Agile Brand with Greg Kihlström