Using CX tools for EX

Can I use my CX system to measure EX?

Michael Carden Employee experience Leave a Comment

TLDR: No. Going to Disneyland and working at Disneyland are different. There is a growing number of providers combining employee experience (EX) and customer experience (CX) into the same platform. A very small handful of these providers have been trying to solve for the vexing issue of causation. They are working to tie employee engagement to customer outcomes. This is a problem worth solving. It’s also a super challenging problem, and we’ll come back to that… But. The majority of CX providers who are now stretching into EX are just looking for market expansion based on parallel tech. If you …

Voice of the Employee

Using Voice of the Employee to improve customer experience

Michael Carden Employee experience, Engagement, Feedback 1 Comment

Most companies understand the value of Voice of the Customer surveys. If you want to know how customers feel and what aspects of customer experience you can improve, you ask them. Makes sense. Voice of the Employee follows a similar philosophy. You ask employees how they feel and what you can improve. They’re most likely going to have some feedback on their employee experience that you can do something with. In the case of front-line staff, they’re also going to hook you up with some information on customers that you wouldn’t otherwise have. Which means VoE is not only good …