Engaging a generationally diverse workforce

Engaging a generationally diverse workforce

Our guest panelist:

  • Pat Osborne, Transformation Manager at LV= Insurance

It’s just as tempting to segment our employees as it is our customers. But in today’s connected workforce, this is not only inappropriate – it is ineffective.

Why? Because whether we are a customer or an employee, we increasingly want our experience to be personalised.

The more we segment, the more we lose focus on the specific needs of individual people. And as soon as this happens, we run the risk of these individuals becoming disconnected.

One way to achieving this at scale is to engage meaningfully with line managers, and give them the power to personalise employee experience. Line managers should instinctively know what individual employees need and expect – if they don’t, they’re not listening effectively. We also need to be conscious of other key influencers who are not part of the formal management structure, especially in a connected or social community-driven environment.

If we are to engage a generationally diverse workforce, we need to truly listen to individual needs, respect difference, and allow employees to do things in different ways. The benefits to the organisation are likely to be increased loyalty and trust, and access to invaluable information about how to improve the business as employees become more confident in sharing their knowledge internally.

Thank you to Pat Osborne for sharing his insights on this week’s ExperienceCast, and also to all those people who shared their questions and comments during the session. We very much appreciate your input.

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Photo by Tyler Nix on Unsplash
Engaging and learning from our employees

Engaging and learning from our employees

Our guest panelists:

  • Andy Incles, Head of Store Resourcing and Scheduling, Marks and Spencers
  • Jonathan Cann, Global HEad of CRM, Namecheap

You’ve probably heard of unconscious bias by now. So how might it be affecting your ability to listen to your customers, and your employees?

We now have more data than ever. But the problem is that we can always find the data we need to justify our own views.

If you are hearing lots of things that you agree with, there’s a real danger that you’re in an echo chamber. The challenge – and the solution – is to find ways to change what you’re hearing, and how you’re listening to it.

Talk to some people outside your normal sphere of influence. Look at a different dataset. Actively read the negative comments in your survey. Then, and most importantly, take time to listen to what these genuine opinions are telling you.  

Among the questions we discuss in this episode are:

  • How do we choose who (and what) to listen to? And not just hear what we want to hear?
  • How can we get a balanced view of employee experience when you have a large and diverse workforce?
  • How might you use technology to bring you views from outside your echo chamber?

Don’t forget: you can get your questions answered by our ExperienceCast panel. Just send us your question, and we’ll feature it in one of our forthcoming episodes.

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What is the relationship between customer and employee insight?

What is the relationship between customer and employee insight?

A lot of people we talk with are doing great things with customer insight. They’re collecting rich data from multiple sources, and using sophisticated analytics to make informed decisions.

But a lot fewer are doing great things with employee insight.

This is a wasted opportunity. Data from employees not only enables us to learn more about how to improve their experience, it can also show us a great deal about how to improve our customers’ experience.

In this week’s ExperienceCast, we explored the question of how to get more out of the relationship between customer and employee insight. Several key points came out of the discussion, including:

  • There’s a big difference between gathering insight and actually listening to what your customers and employees are saying. You have to want to listen.
  • Employee experience data can greatly enhance understanding of customer experience, but many organisations are not yet making effective use of this data.
  • Customer and employee insight is problem pointing to the same issues, but just from a different viewpoint.
  • The one thing worse than not gathering insight is to gather insight and not do anything with it, especially in the area of employee experience.

Are you making great use of employee insight? And how are you connecting your employee insight data with your customer insight?

We’d love to hear more about what you’re doing, so why not leave us a comment below?

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Photo by M. B. M. on Unsplash
Your employees are your business, and your customers

Your employees are your business, and your customers

Sure, you may have some buildings, machines, and a whole lot of stationary. But these won’t help you much without a bunch of people.

Similarly, your employees are your customers.

When people work for you, it’s a transaction: you’re buying their time. But time is a complex product – it can be used effectively or it can be wasted.

So it’s no surprise that employee experience is increasingly recognised as a key driver of productivity and growth. A company’s workforce is one of its highest costs, and yet it is often the aspect that receives the least attention.

Most companies now recognise that improving customer experience is integral to competing effectively. But relatively few have fully acknowledged the critical role of employee experience in determining customers’ experiences.

We recently debated the relationship between employee and customer experience on our ExperienceCast podcast with the help of Stewart Bromley, COO of Atom Bank, Kath King, Head of Customer Experience at LV=, and Rob Phillips, Customer Experience Manager at Overbury.


We would love to hear your views on the issues discussed in this episode – just add a comment below to join the discussion.

If you liked this, you might also like our short course on Delivering Your Employee Experience Strategy in 2020. If you’d like more information about the course, just ask us a question and find out how we can help you transform your business through better alignment of customer and employee experience.


The QoE 23rd January, Quo Vadis, London

The QoE 23rd January, Quo Vadis, London

Topic: If 2020 is the year of the employee, what does this mean for customer experience?


Employee experience is increasingly recognised as a priority in developing sustainable businesses. But what does this mean for customer experience?

Our last discussion highlighted need for alignment across customer and employee experience. Both these areas have a shared objective in using experience to underpin the success of a company. It therefore stands to reason that both areas will share similar approaches to creating value, such as surveys, workshops and journey mapping.

But surprisingly, the biggest difference in customer and employee experience seems to be in how insight is collected, valued and used to drive actions.

If 2020 is to be the year of the employee, we need to look the different types of employee insight and clearly link the findings to tangible ROI. The combination of customer and employee insight will provide a more complete picture to help us develop a whole range of improvements.

Morning Session: how can employee experience help us to

  • optimise business performance?
  • develop and retain talent?
  • become truly customer-centric?
  • create opportunities for innovation and agility?
  • improve employee wellbeing?
  • foster a positive working environment?

Lunch: quickfire questions from the table

Afternoon session: actions and outcomes

  • Identifying your priorities for employee experience
  • Considering how analytics can help you
  • Developing actions that move the needle on employee experience

To join us, please just get in touch with Tony at tony.reeves@theqoe.com.