Meaning of CX and EX and The interdependence has changed after COVID-19
Stock performance comparison, 1997 to 2014
Employee Engagement as the extent to which: (1) a worker is willing to apply discretionary effortclearly in order to achieve organizational goals definitely and (2) feels the organization enables employees to do their bestwork all the time.
Employee Experience as the employee’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with their employer’s customers, partners, leaders, teams, processes, policies, tools, and overall work environment. It’s a win-win for employees, and stakeholders .
Relationship with direct supervisor and manager
Perception of senior Leadership
Opportunities for career growth and develpment
Employee replationship with a company over time
Journeys at job-specific or personal milestones
Daily work touchpoint:
Frequent interactions with colleagues, processes, and technology
Do employees feel empowered, inspired, and enabled?
Characteristics of experiences (e.g. time in meetings)
What employees do as a result (e.g. quit)
“We want to create an experience that reminds employees of their consumer experiences. We want it to be described as easy, personalized, seamless, consistent, empowering — and in other similar ways.”
CHRO, Professional Services
Reactive experiences Driven by technological constraints
Proactive experiences from learned preferences, movement andemotion Personalized and socially aware
Driven by OQ (IQ + EQ = XQ >>>OQ)
Active expectations from improved, differentiated deliverables
Personalized and customer driven
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