Yaroslav Danylchenko/Stocksy
Summary.
It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two. According to PwC, companies that invest in and deliver superior experiences to both consumers and employees are able to charge a premium of as much as 16% for their products and services. So how do leaders design EX to better align with CX? First, identify where the biggest gaps exist. Second, find creative ways to directly connect employees and customers regardless of whether “customer service” is in their job description. Third, integrate customer and employee journey maps to identify and diagnose customer problems. And finally, provide visibility into CX and EX performance together, putting measurements of success in a single view.An organization’s employee experience (EX) has been connected in recent years to how it delivers its customer experience (CX). Given changing dynamics in the labor force and all the ways technology makes it possible for companies, employees, and customers to be connected, I believe it’s time for leaders to double down on the idea that EX is now the key driver of CX and to find smarter, strategic ways of connecting the two.