Topic: Should customer and employee experience outcomes
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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