The QoE 12th March, Quo Vadis, London

The QoE 12th March, Quo Vadis, London

Topic: Should customer and employee experience outcomes
be aligned?
 

To join us, please just reserve your place.

At its simplest, customer experience (CX) has been good at improving products and services, and generally enhancing how customers are treated by companies. In return, companies who provide good CX have seen increases in sales, loyalty and reputation.

So employee experience (EX) should therefore be good at improving the working environment and support services, and generally enhancing how employees are treated. In return, companies will see improved productivity at a lower cost, increased employee retention and reputational gain.

But is this really the case?

Looking at CX and EX in this way would suggest companies see them as such, and will act accordingly.

Other companies are taking the view that the two are interconnected: happy employees = happy customers. But while this may well be true in the service world, especially with voice on chat interactions, does this work as we move away from direct contact with customers?

There is no doubt that companies who are good at both CX and EX can be extremely successful if they can maintain standards in both. Unfortunately for some, the digital agenda has reduced direct interaction and undermined employees’ faith in their future. This produces a negative impact on employee experience, and in turn effects customers who are used to interacting with happy motivated employees.

Morning session: comparing the outcomes of CX and EX

  • Can we define the objective and outcomes of CX and EX?
  • What are the benefits of aligning the outcomes of CX and EX, and what are the risks?
  • If we truly want to improve CX and EX, how can we design the outcomes to be mutually reinforcing?
  • What are the secrets of those companies who get this right, and what are the rewards?

Lunch: quickfire questions from the table

Afternoon session: actions and outcomes

  • Deciding on the best approach to CX and EX outcomes for your business
  • Developing actions about where to align outcomes, and where to diverge
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.

Listen to more ExperienceCast podcasts

Photo by Tyler Nix on Unsplash
Your employees are your business, and your customers

Your employees are your business, and your customers

Sure, you may have some building, 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.