Happy Employees, Happy Customers: Aligning Employee and Customer Experience

Customer experience (CX) has been a core strategic focus of organisations, particularly consumer-facing ones, for decades now. But the concept of employee experience (EX), although becoming something of a trending topic in HR circles in recent years, has traditionally lagged behind. This is shortsighted of leaders as there is no getting away from the fact that EX and CX are inextricably linked.

The experience of employees will have a profound impact on their ability and motivation to provide a brilliant customer experience, so it’s time for businesses to stop viewing and addressing them in isolation and instead recognise the symbiosis, making alignment between EX and CX a strategic priority.

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In this guide we take a look at the EX and CX journeys side-by-side, exploring the commonalities and the complexities and providing you with:

🧐 Key insights into what’s leading to the evolution in employee experience.

👫The importance of employee personas.

⭕️ Case studies of brands that have aligned EX&CX.

💻 Practical tools, templates and solutions for bridging the gap.

🧩 The foundations for change that will help you to build a stronger culture, deliver an exemplary customer experience, and see fast revenue growth.


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