If customer experience (CX) is the sum of all interactions that customers will have with an organization, then employee experience (EX) is the workforce’s relationship with the business.
EX encompasses every interaction employees have with the organization, from their first contact as a potential recruit to their final interactions as an employee.
Businesses are starting to understand the value that can be delivered by effective Customer Experience (CX) and Employee Experience (EX) programs. Happier employees make happier customers, which leads to better brand loyalty, increased sales, and more profit. Therefore, to fully reap the benefits of CX and EX programs, businesses need to understand how the 2 disciplines converge to positively impact business performance.
Making the connection between CX and EX is a recipe for competitive advantage.
Companies that get CX right outperform their peers on a number of important dimensions, including customer loyalty (+17 percentage points) and revenues (+11 points), according to Forrester Research.
Companies with highly engaged workforces (EX excellence) are 21 percent more profitable than those with poor engagement. In fact, companies with great EX outperform Standard & Poor’s (S&P) 500 by 122 percent.
We at &humans are dedicated to transform HR through the linchpin of digital transformation – The Employee Experience – for a future ready workforce.
Our solutions help HR leaders apply a consumer and a digital lens to the HR function to create an employee experience that mirrors the organization’s best customer experience.
We help them build a ‘from the heart’ people function to deliver a stellar Employee Experience and a world class organization while they are it
" Unengaged employees don’t create engaged customers. It just makes sense. How can you possibly expect to consistently deliver great customer experience with disengaged employees!!! "
– Hanadi El Sayyed Founder and CEO of &humans
82% of employees at high-performing companies are highly engaged, but only 68% are at under- performing companies.
87% of customers affinity towards brands like Starbucks is driven by the way the company treats its employees.
89% of companies expect to compete primarily on customer experience.
