Nora Osman https://www.linkedin.com/in/noraosman/
๐๐๐ฒ๐๐๐:
Mari Considine https://www.linkedin.com/in/mariconsidine/
Sakari Kyrรถ https://www.linkedin.com/in/sakarikyro/
Courtney Warford https://www.linkedin.com/in/courtneywarford01/
Leaders in customer and employee experience explored the powerful relationship between Employee Experience (EX) and Customer Experience (CX). The discussion revealed why organizations cannot achieve sustained customer satisfaction without deeply investing in the experience of their workforce. With actionable examples from healthcare, IT, and manufacturing, the panel demonstrated how empowering employees drives growth, loyalty, and innovation. The conversation offered practical strategies and bold recommendations for organizations seeking to elevate both their people and their brands.
[00:00] Intro
[04:03] Why Employee Experience Matters
[07:26] Connecting Employee Experience (EX) with Customer Experience (CX)
[09:29] Measuring the Impact: ROI and Organizational Outcomes
[13:51] Practical Changes: Technology and Communication in the Workplace
[17:24] Leveraging Data and Sentiment to Improve Workplace Experience
[20:31] Real World Examples: Customer Experience Transformation at AGCO
[25:11] Collecting and Acting on Employee Feedback
[29:38] Lessons Learned: Underestimating the Power of Employee Experience
[33:11] The Importance of Communication During Organizational Change
[36:24] Building Empathy: Employee Engagement Strategies
[42:13] Key Research: The Eight Drivers of Employee Engagement
[46:08] Future Forward: Bold Moves for Experience Advantage
๐ ๐๐ฒ๐ ๐๐ป๐๐ถ๐ด๐ต๐๐:
๐ ๐๐ผ๐ป๐ป๐ฒ๐ฐ๐๐ถ๐ผ๐ป ๐๐ฒ๐๐๐ฒ๐ฒ๐ป ๐๐ซ ๐ฎ๐ป๐ฑ ๐๐ซ: Organizations that prioritize both employee and customer experience outperform peers in innovation, financial results, and workplace satisfaction. These organizations implement practices that directly link the quality of internal engagement to external loyalty and growth.
๐ ๐ ๐ฒ๐ฎ๐๐๐ฟ๐ถ๐ป๐ด ๐๐บ๐ฝ๐ฎ๐ฐ๐ ๐ฎ๐ป๐ฑ ๐๐ฐ๐๐ถ๐ป๐ด ๐ผ๐ป ๐๐ฒ๐ฒ๐ฑ๐ฏ๐ฎ๐ฐ๐ธ: Successful organizations not only gather employee and customer feedback, but consistently act on it. Transparent communication about survey results and following up with tangible improvements create trust and engagement.
๐ค ๐๐๐น๐๐๐ฟ๐ฒ ๐๐ต๐ฎ๐ป๐ด๐ฒ ๐ฅ๐ฒ๐พ๐๐ถ๐ฟ๐ฒ๐ ๐๐บ๐ฝ๐ผ๐๐ฒ๐ฟ๐บ๐ฒ๐ป๐: True transformation happens when middle management and frontline staff are empoweredโnot just senior leaders. Overhauling communication strategies and flattening hierarchy ensures culture is driven at every organizational level.
๐ก ๐ฆ๐บ๐ฎ๐น๐น ๐๐ต๐ฎ๐ป๐ด๐ฒ๐, ๐๐ถ๐ด ๐ฅ๐ฒ๐๐๐น๐๐: Minor, context-specific shiftsโsuch as adapting communication styles to employee expectationsโcan result in significant improvements in experience scores and overall satisfaction. Listening and tailoring interactions, rather than applying generic solutions, leads to more meaningful connections.
๐ ๐ฃ๐๐ฟ๐ฝ๐ผ๐๐ฒ ๐ฎ๐ป๐ฑ ๐ฅ๐ฒ๐ฐ๐ผ๐ด๐ป๐ถ๐๐ถ๐ผ๐ป ๐๐ฟ๐ถ๐๐ฒ ๐ ๐ผ๐๐ถ๐๐ฎ๐๐ถ๐ผ๐ป: Employees who see how their daily work connects to a larger mission feel more engaged and motivated. Recognition, opportunities for growth, and alignment with company values were highlighted as essential drivers for both EX and CX excellence.
๐ ๐๐๐ป ๐๐ฎ๐ฐ๐: ๐บ
When outsourcing IT support, a Norwegian energy company discovered that being โtoo friendlyโ and asking personal questionsโlike โHow is your family?โโactually annoyed employees under stress. A simple script change to โHow can I help?โ dramatically improved satisfaction scores.
๐ฎ ๐๐ ๐ฝ๐ฒ๐ฟ๐ ๐๐ฑ๐๐ถ๐ฐ๐ฒ
๐ ๏ธ ๐ฆ๐ฎ๐ธ๐ฎ๐ฟ๐ถ ๐๐๐ฟ๐ผ encouraged leaders to set aside ego and foster true collaboration, noting that real progress comes from teams working shoulder to shoulder on organizational challenges. He highlighted that teams could achieve more using the principle, "your ego is not your amigo."
๐ข ๐ ๐ฎ๐ฟ๐ถ ๐๐ผ๐ป๐๐ถ๐ฑ๐ถ๐ป๐ฒ advocated for flattening hierarchies to empower everyone to contribute to a great employee experience, not just leadership. She highlighted that making culture a shared responsibility can be a key differentiator.
๐ฃ๏ธ ๐๐ผ๐๐ฟ๐๐ป๐ฒ๐ ๐ช๐ฎ๐ฟ๐ณ๐ผ๐ฟ๐ฑ advised leaders to genuinely seek and act on employee feedback, stressing that trust and empowerment fuel positive change. She pointed out that enabling passionate employees to lead improvements accelerates organizational growth.
๐ฌ ๐ก๐ผ๐ฟ๐ฎ ๐ข๐๐บ๐ฎ๐ป recommended treating employees as VIPs from entry to exit, as appreciation fuels better customer experiences. She noted that dignity and respect for employees lead to stronger service and lasting brand advocacy.
๐ ๐ช๐ฎ๐๐ฐ๐ต ๐๐ต๐ฒ ๐ฅ๐ฒ๐ฝ๐น๐ฎ๐!
Gain proven strategies for linking employee and customer experience, hear practical case studies from multiple industries, and discover what leading organizations are doing differently to gain the โexperience advantage.โ Tune in to learn how to foster a culture where empowered employees drive customer loyalty and business growth.
๐๐ฎ๐๐ฌ๐๐ซ๐ข๐๐:
https://www.youtube.com/@InstituteDigitalTransformation/?sub_confirmation=1
๐ ๐จ๐ซ ๐ฆ๐จ๐ซ๐ ๐ข๐ง๐๐จ๐ซ๐ฆ๐๐ญ๐ข๐จ๐ง ๐๐๐จ๐ฎ๐ญ ๐ญ๐ก๐ ๐๐ง๐ฌ๐ญ๐ข๐ญ๐ฎ๐ญ๐ ๐๐จ๐ซ ๐๐ข๐ ๐ข๐ญ๐๐ฅ ๐๐ซ๐๐ง๐ฌ๐๐จ๐ซ๐ฆ๐๐ญ๐ข๐จ๐ง:
https://www.institutefordigitaltransformation.org/