Unlock the Power of Employee Experience (EX) to Enhance Customer Experience (CX)
Customer-facing employees are the backbone of your customer experience. But how does their experience affect your customers? Which aspects of the employee experience drive the most impact on customer satisfaction?
Opportunity
Your employees’ ability to provide exceptional service directly impacts customer loyalty and brand perception. By linking employee experience (EX) data with customer experience (CX) performance data, you can uncover:
- Which elements of EX most affect CX?
- The quantifiable impact of EX on CX?
- How to improve organizational and employee performance to enhance CX?
This process isn’t about rating employee skills; it’s about understanding how employee experience influences customer outcomes and provides a framework for developing a culture that consistently delivers superior CX.
Process
We start with your post-transaction CX data from real customer-employee interactions—whether in the call center, during a service call, or other direct engagements. The data is securely linked to your employee’s EX data through a double-blind or anonymized process. We also integrate relevant employee characteristics like tenure, education level, and years of experience.
Using advanced analytics, AI, and machine learning, we model and quantify the impact of various EX factors on CX.
Deliverables
Deliverables:
- A fully annotated model
- Executive summary with actionable recommendations
- Presentation of key insights and strategies
- Up to 8 hours of ongoing consultative support