17May

“Improving customer experience is often a top business priority, but what about employee experience?”

“[…]Applying customer experience strategy to employee experience begins with needs-based segmentation, grouping employees into clusters based on their wants and needs.  Most companies organize employees in standard groupings like job title, rank, department, business unit, or geography. But just as customer experience design requires a more nuanced understanding of customers than simple demographics or economic value, employee experience design should be based on employees’ drivers and desires.”

Our insight : Companies should give the same amount focus to both CX and EX.