How can employee experience drive better CX? with Sam Stern, LinkedIn
From Deep Learning with PolyAI by Team PolyAI
April 2, 2026 · 20 min · Episode 99
About this episode
This episode explores how employee experience influences customer interactions, featuring insights from Sam Stern of LinkedIn.
Send us Fan Mail 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 resul...
People in this episode
Host: Michelle Schroeder
Guest: Sam Stern
Topics covered
- employee experience
- customer experience
- service design
- AI
- data
- real-time guidance
Keywords
- customer experience
- employee experience
- service design
- AI
- toggle tax
- real-time guidance
Mentioned in this episode
Organizations: LinkedIn
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