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


Which came first, customer or employee experience?

Which came first, customer or employee experience?

If we look at customers as the environment and employees as the capabilities, employees are key to the evolution and survival of a business. We are hearing more and more how we need to look after the health, wellbeing and creativity of our people, something we started to discuss at our last session on leading from the middle. So how do we do this?

In this episode of ExperienceCast, we dig in to this question with the help of Stewart Bromley, COO of Atom Bank, Rob Philips, Customer Experience Manager at Overbury, and Kathryn King, Head of Employee Experience at LV=. Key insights include: 

  • Take some time to really understand what your business wants from employee experience before embarking on a strategy.
  • It is increasingly important to try and personalise benefits to meet the expectations of individual employees.
  • Managers must be supported to use their use their judgment on issues that affect employee experience instead of just following process.
  • Most business that are good at employee and customer experience have several measures running concurrently, and are not afraid to change them.

What are your thoughts about the discussion? We’d love to hear them, so why not leave us a comment below?

What is human middleware? And how can you profit from it?

What is human middleware? And how can you profit from it?


At the last two sessions of The QoE, we’ve been exploring the emerging concept of ‘human
middleware’. The aim of these sessions has been to first define the concept, and then determine
how it might help us tackle issues of organisational complexity.

We’ve found that human middleware provides a valuable tool in the toolbox of operational design.
Below, we build on the insight of QoE participants to respond to the main questions that enable us
to develop a clearer understanding of human middleware. We also consider its implications for
long-term organisational sustainability, and the changing impact it is having on the people working
in our companies.

So what is human middleware?
• a temporary bridge between people, systems or processes
• a way to generate new ideas through horizon scanning and looking outward
• the glue that holds everything together while new systems and processes are developed
• a buffer between the company and its customers

Human middleware can be understood primarily as the action(s) of an employee to enable essential
communication between people, systems or processes that would otherwise not connect. It is
a capability that fits into many positions within the end-to-end service experience.

Download our white paper on human middleware to read the full output, or why not listen to the discussion on our ExperienceCast podcast?