Every company employee can affect and influence CX. They do not have to be in a traditional “customer-facing role,” of the CX drives every departmental operation. You can compare non-customer-facing employees to the informal contact center.
Customers are engaging with businesses in more varied ways. Yet, many employees do not have access to customer feedback. However, every business operation will eventually affect the customer journey. So, operational efficiency is critical, and every employee plays a role.