Improve Employee Engagement to Improve Customer Experience

January 24, 2016 by Carla Johnson 2016 certainly had its share of customer experience challenges – airline system outages, tainted burrito ingredients and exploding balancing scooters. Understanding how these gross mishaps come about begs a straightforward question: how can corporate chiefs allow an environment in which checks and balances miss catching these contemptible mistakes?  Are the values they hold as …