How to Blend Customer Experience & Employee Experience for Greater Success

There is an undeniable link between the customer experience and the employee experience. Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction.

What causes this powerful synergy between the customer and employee experiences, you ask?

In this session, we examine how customer experience (CX) influences employee experience (EX) and vice versa and share proven ways to align your efforts (and drive lasting success!) in both areas.

Video Highlights:
00:00 Welcome and Topic Introduction
4:37 Is there a link between ideal customer and employee experience? Absolutely!
8:37 Employee Experience is Vital to Customer Experience
10:00 Burnout Will Hinder Your Customer Experience
10:45 Customer Experience is a Team Sport.
12:00 5 Ways to Align CX with EX
12:47 1. Conduct employee journey mapping.
16:31 2. Optimize the candidate experience.
17:58 3. Incorporate CX in onboarding.
19:33 4. Prioritize employee feedback.
21:32 5. Create a cross-functional CX committee.
24:55 Recap and Final Thoughts
29:24 Q&A: Why do businesses that focus on retaining employees see greater financial success?
34:16 Q&A: What can we ask the C-Suite to identify if they really want to change experience?
38:11 Q&A: How can we encourage empathy in our employees for a better customer experience?
42:20 Q&A: How can we show that “back-end” roles support CX as much as customer-facing employees?
47:02 Q&A: How can we decide what to prioritize in our employee experience efforts?
49:37 More Resources and Wrapping Up

Resources Mentioned:
👉 Download the Employee Journey Map Template -- https://bit.ly/ejmtemplate
👉 Download the CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbook
👉 Download the free CX Charter Guidebook -- https://bit.ly/cxcharter
👉 Download the free CX Success Statement Workbook -- https://bit.ly/cx-success-workbook
👉 Sign up for the Weekly Win: https://bit.ly/jeannie-letter
👉 Take the CXI Compass™ assessment -- http://CXICompass.com
👉 Visit our website: https://experienceinvestigators.com/
👉 Connect with us -- https://experienceinvestigators.com/c...
👉 Tune in to the Experience Action Podcast -- https://www.experienceactionpod.com
👉 Have a question for the podcast? Visit http://askjeannie.vip
👉 Jeannie’s LinkedIn Learning Courses -- https://bit.ly/jeannie-lil
👉 Missed a past webinar? Watch them here: https://bit.ly/jeannieyt