We hear a lot about customer experience. Companies are competing to provide amazing customer experiences, from the first interaction to the last. Everyone in an organization needs to be involved and it takes a lot of work to get it right.

But what about employee experience? How does it feel to work on your company's customer care team and to do the job of a care associate? Is it a positive, seamless, and rewarding experience overall? Or is it a culture full of friction and negativity and/or work processes that are cumbersome and difficult to navigate?

Many organizations are starting to realize that delivering a top-notch customer care experience is inextricably linked to customer care employee experience – and that satisfied employees are much more likely to create satisfied customers. From establishing and nurturing a "cultural foundation" that values employee experience, to designing policies and practices that take employees' wants and needs into account, to leveraging technology and continuous improvement processes (informed by feedback from frontline associates) to simplify and streamline the work of customer care, these organizations are working to make the job of their care team members easier and more enjoyable.

Please join us for this highly interactive forum at which we will explore, discuss and compare approaches customer care organizations in the UWEBC community have taken to creating a culture that uplifts employee experience, developing employee-friendly work policies and practices, and simplifying/streamlining the tasks their customer care associates perform.

Participate in Customizing the Agenda: You’ll have the opportunity to play an active part in shaping the agenda for this session – and to maximize its relevance for you – by suggesting and selecting topics for break-out discussions. Once the agenda is complete, you choose the discussions you want to join. This will be a highly interactive session so come prepared to share and discuss your questions, challenges and experiences!

Virtual Participation Option Available: If you can't make it to the event in-person, you can still register to attend from your computer. This option allows you to view the presentations and ask questions of speakers, as well as participate in a breakout discussion on a topic of interest to you with other virtual participants. To attend virtually, click the "Register for webcast" button on this meeting's homepage. You will receive a confirmation email with the link to the webcast a week before the meeting.