Align your CX and EX

Over the years working on designing and delivering both customer and employee experiences, I've discovered that the magic lies at the intersection of them both.

Organisations tend to focus on designing and delivering customer experiences without deliberate, thoughtful consideration of their ability to deliver these experiences.

Exploration of the biggest pain points for the customer often reveal:

  • a lack of information, tools, processes, decision-making frameworks for employees

  • ineffective ways of working

  • silo-ed teams

  • a lack of autonomy

  • unclear decision-making criteria or pathways

  • poor relationships and an unhealthy culture.

These may all be preventing employees from delivering the desired and intended customer experience.

By working at the intersection of CX and EX, it's possible to understand the tradeoffs and tension points between the two and understand how to synchronise and align the two to work in harmony and deliver beneficial outcomes for your people and your customers, and ultimately your stakeholders.