36 | The employee experience era | Part 2 - Architecting the experience

In part 2 in our mini-series on the employee experience we talk about the journey of a contact centre employee and how to think about the architecture. 

We dive into expectations and experience, how Disney manage this and how knowing about the way we construct memories of experiences can help us build better ones.

Peak end rule - https://www.ted.com/talks/daniel_kahneman_the_riddle_of_experience_vs_memory

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.