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Patient Experience Working Group.Insurance Working Group.
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Employee Experience.

Part of the CX Centric Customer Centricity Maturity Model

WHAT IS EMPLOYEE EXPERIENCE?

The sum of perceptions employees have about their interactions with and within the organization in which they work.

WHY IS EMPLOYEE EXPERIENCE IMPORTANT?

  • Improves employee satisfaction and loyalty
  • Improves the overall customer experience
  • Improves employee productivity
  • Encourages employees to work more efficiently
  • Allows for the organization to tap into the collective wisdom of employees in order to achieve the organizational set goals and objectives
  • Organizations can increase the lifetime value of their employees
  • Creates a consistent approach to managing change

Three Dimensions of Employee Experience

change management support

CHANGE MANAGEMENT SUPPORT

The process to ensure that the organization is prepared to take on the enhancements and changes to the customer experience design. Ensuring that employees and customers are well supported through these changes.

internal alignment

INTERNAL ALIGNMENT

Ensuring synergy between internal employees across the organization. Encouraging co-learning and co-creation of value to customers to drive business growth.

personelle management

PERSONELLE MANAGEMENT

Supporting leaders to attract the right employees, and empower them to deliver the Customer Vision efficiently and effectively.

TRAINING OFFER

Interested in Training on Customer Experience?

We have a strong selection of workshops available to support you and your team.

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Want to take the CX Centric Customer Centricity Maturity Assessment?

Learn where you are today with a proven framework, create a roadmap to transform your Customer Experience today.

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REFERENCES

  • Barker, R. (2017, 07). Great employee experience drives ROI. HR Strategy and Planning Excellence Essentials.
  • Morgan, Jacob. The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces They Want, the Tools They Need, and a Culture They Can Celebrate, John Wiley & Sons, Incorporated, 2017.
  • Maylett, Tracy, and Matthew Wride. The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive Results, John Wiley & Sons, Incorporated, 2017.
  • Mason, E. (2020, 03). Why employee experience should be A priority for every business leader. Recognition and Engagement Excellence Essentials.
  • Raab, T. L. (2013). Developing integrated change processes: Increasing efficiency in change management initiatives (Order No. 1538634). Available from ProQuest Central. (1400269307).
  • Tucker, E. (2020). Driving engagement with the employee experience. Strategic HR Review, 19(4), 183-187.
  • Utilizing internal strategic alignment: Boosting business performance to gain a competitive edge in Latin America. (2018). Strategic Direction, 34(12), 29-31.