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The case for merging customer and employee experience
Matt Porta from ServiceNow outlines how organisations adopting an ‘experience management’ (XM) approach are seeing gains in both employee engagement and customer loyalty
When organisations think about improving customer service, they normally start with their customers experience. Some businesses are now taking a different approach. New research suggests that combining a focus on employee experience (EX) alongside customer experience (CX), will deliver long-term improvements to customer service and satisfaction. Merging the two approaches is known as ‘experience management’ (XM). The best part? When companies get it right, it creates a virtuous circle. Happier employees deliver better service, and customer satisfaction increases. As customers’ experience improves, morale and job satisfaction among employees also increases. Setup for success One of the best places to start is giving your employees the tools they need to succeed. Equipping customer service teams with the right systems is essential to making work more
