The CX Cast
399: Build Your EX-To-CX Strategy Now
Apr 8, 2025
Join David Brodeur-Johnson, a Principal Analyst at Forrester specializing in employee experience, as he reveals the powerful connection between employee and customer experiences. He discusses how empowering employees can lead to improved customer trust and satisfaction. Learn about the importance of creating a safe space for honest feedback and the role of leadership in driving action from employee insights. Discover strategies for effective listening and the use of technology to enhance both employee and customer journeys.
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Quick takeaways
- Integrating employee experience (EX) strategies with customer experience (CX) outcomes is crucial for enhancing overall customer satisfaction and employee empowerment.
- Establishing a culture of psychological safety fosters open communication, ensuring employee feedback is valued and effectively utilized to drive improvements.
Deep dives
The Connection Between Employee Experience and Customer Experience
Employee experience (EX) and customer experience (CX) are intricately linked, and the state of one often reflects the other. As customer experience scores are declining across various industries, there is a growing concern that disempowered employees are unable to bring their best to work, which negatively impacts customer interactions. The fall in CX index scores in regions like the US, Singapore, and the UK, alongside decreasing ease and effectiveness in service metrics, suggests that employees are not positioned to succeed in meeting customer expectations. Therefore, organizations need to prioritize integrating EX strategies with CX outcomes to ensure that employees are motivated and empowered to enhance customer satisfaction.
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