Independent_CX

Should we be considering employee experience and customer experience separately?

Wednesday 7th June 10am – 4.30pm, The Aviator, Farnborough
Thursday 6th July 12pm – 4pm, Quo Vadis, London

Our previous topic explored the potential benefits for customer experience of a better understanding of the HR function. During the sessions, it became evident that there is a growing need to consider how the experiences of employees shape and influence customer experience. Specifically we need to ask the question: should customer and employee experience be considered together or viewed independently of each other?

There are two trains of thought. The first is that happy employees make happy customers from the point of view of their interaction. But there is a growing perception that developing a more comprehensive understanding of employee experience can drive a more consistent approach to people, and therefore to customers.

The second perception is that employee experience has the potential to change HR in the same way customer experience has changed customer service. Using the same tools and methodologies, HR has the ability to generate the insight and understanding that could truly elevate employee experience as a company priority.

Several forward-thinking companies, most notably First Direct, have succeeded in elevating employee and customer experience to ‘people experience’. Businesses that acknowledge the impact of employees’ experience on customers can achieve greater clarity of purpose and understanding. Moving to people experience opens the door to the development of perpetual experience, an approach that helps you ask the right questions for your specific context. Exploring employee experience is therefore a valuable way to help businesses respond to a rapidly changing environment.

Some of the key questions we will be considering are:

  • What is employee experience, and what is its role in customer experience?
  • What are the factors that influence employee experience?
  • How can placing greater focus on employee experience help businesses achieve their objectives?
  • And lastly, should employee experience be viewed independently of customer experience?

Book your place at the table to stay at the forefront of customer experience.