CX and EX must go hand in hand

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A happy workforce with a positive employee experience will pay it forward to their customers by providing an outstanding CX. The concept is simple, but it sometimes gets forgotten. That is why Emmanuel Richard and Diane Serbin Hopkins came together to write the book Out Care the Competition: Fine Tuning Culture for Sustainable Success (Networlding Publishing, 2024).

The book caught the attention of CX expert and New York Times bestselling author of The Amazement Revolution, Shep Hyken, who commented, "The authors have developed a practical and scalable CARE framework to help any business accelerate the achievement of many goals. I recommend this book as a refreshing way to fine-tune strategy toward the ultimate goal of happy teams, happy customers and amazing results!"

Recently, Richard talked to CX Network about the book and the importance of care. Watch the video to learn more. Then, join CX Network at All Access: Workforce Management for Contact Center to discuss similar topics.     


Upcoming Events

Enterprise CMO

February 11 - 13, 2018

Sheraton Los Angeles San Gabriel, San Gabriel, CA

Enterprise CMO

9th Annual Channel Management Summit

September 26 - 28, 2016

DoubleTree by Hilton Los Angeles Downtown, Los Angeles, CA

9th Annual Channel Management Summit

Customer Experience Exchange for Financial Services, EU

13 - 14 September, 2016

Marriott Heathrow, London, United Kingdom

Customer Experience Exchange for Financial Services, EU

Customer Value Management: Telecoms

4 - 5 October, 2016

Golden Tulip Berlin - Hotel Hamburg, Berlin, Germany

Customer Value Management: Telecoms

Customer Experience Exchange for Telecoms

25 - 26 April, 2018

Marriott Heathrow, London, United Kingdom

Customer Experience Exchange for Telecoms

Latest Webinars

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02:00 PM - 03:00 PM EST

Discover how Agentic AI and GenAI are reshaping B2B Customer service metrics and which KPIs your tea...

Rewriting the Rules of CX with AI Agents and Customer Experience Automation

2025-10-22

11:00 AM - 12:00 PM SGT

This CX Talk will discuss unlocking Efficiency with automation and AI orchestration.

CX Talks: AI Human Synergy in Customer Service

2025-10-09

11:00 AM - 12:00 PM BST

Join Sprinklr for this real world case study and a demo of AI in play