Employees - a company's most valuable and most important resource The employee experience (EX) and customer experience (CX) are interconnected. By listening to employees and reducing points of friction, a company improves both the employee and customer experiences. More, by helping employees understand their role in CX, companies can improve the customer experience. Rather than expanding upon these concepts, this book's mission is to provoke thought by providing questions to grapple with. If you don't already know, most of this book will be blank because there are no legitimate reasons not to focus on the employee experience. I invite you to use this resource not only as a conversation starter but also as a functional notebook. And I'd love to hear from you about the conversations and reactions this book ignites. Have a question about roles/standards for a role/job description based on customer expectations vs industry norms.