The Importance of Customer Experience for Companies

The employee experience is an interesting journey. When I worked at IBM, and a lot of companies did this, they would just make sure that every year their engagement numbers went up a little bit. And then along comes digital work, the internet, all these open job networks like LinkedIn and Monster.com. All of a sudden everybody says, well, wait a minute. Maybe we should keep track of employees' interest much more frequently than that. Now we survey people every day. We look at information about their feedback from their activity on Microsoft Teams or something else. And we even have systems that look at their emails and their video conferencing to determine if they're under stress.