In the world of Digital CX, it is all about engagement as much as it is about experience. In fact, customer experience drives engagement – and in turn, engagement drives the customer experience. We could say that these two form an accretive feedback loop with emotional connection at the core. Developing and optimizing this emotional connection then can be considered the “secret sauce” – one that is created, fostered and cultivated by employees (agents and teammates) where their engagement is a key ingredient. In this session we’ll explore the critical components and success factors for driving that employee engagement and dive deeper into why it matters and especially why now.