How can employee experience drive better CX? with Sam Stern, LinkedIn

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Customer experience is often measured at the surface. But it’s built behind the scenes.

In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Sam Stern, who leads service design at LinkedIn, to explore how employee experience shapes every customer interaction.

They discuss how LinkedIn is improving CX by fixing the systems employees rely on — from reducing “toggle tax” across tools to giving teams better data and real-time guidance with AI. The result is not just faster service, but more meaningful, higher-quality interactions when it matters most.

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