Team Interviews
- Carol Pudnos
- 3 days ago
- 2 min read
Welcome to the 2nd in my series on How To Build A More Customer-Centric Business. #2: Early Employee Engagement – Team interviews
“The likelihood of success increases by 30% when employees are genuinely invested in change.” McKinsey
Frontline employees are closest to your customers. They see what’s working — and where the experience breaks down — long before it shows up in your metrics.
But too often, those insights never make it back to leadership.
Such disconnects can quietly widen the gap between strategy and execution.
Team Interviews close that gap by capturing on-the-ground perspectives and turning them into actionable opportunities for improvement.
💭 Reflection: What is your frontline hearing that you are not?
What are Team Interviews?
A chance for functional and regional teams — especially those closest to customers — to share their real experiences and observations.
How we do it:
We talk with frontline and customer-facing employees to understand how they see the customer experience: the pain points, successes, and challenges they encounter every day.
How this helps you:
✅ Reveals frontline views of the customer experience
✅ Uncovers gaps between intention and execution
✅ Highlights recurring customer and employee issues
✅ Surfaces opportunities to strengthen experiences
When employees are heard, they become powerful allies in shaping a customer experience that truly delivers.
Key Points:
Front line employees see gaps in customer experience long before it shows up in metrics.
But too often, front line employee insights don't make it back to leadership.
Why does it happen? Voice of employee programs either don't exist or insights are not widely socialized.
Why is this a problem? When front line employee experiences are overlooked, valuable intelligence about customer needs is lost.
What's missing? Too often, front line employees are brought in late on change projects.
When employees are heard, they become powerful allies in shaping a customer experience that truly delivers.
What's the solution? With our team interview method, we capture on-the-ground perspectives to help design experience strategies.
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