Published: 31 March 2019
ID: G00706872
Analyst(s): Human Resources Research Team
This report helps HR leaders examine the connection between customer experience (CX) and employee experience (EX). It will help HR leaders apply current CX management lessons learned to their EX management efforts.
The Connection Between CX and EX
What a CX Function Does
Understanding Employees as HR’s Customers
Direct Application of CX Techniques
Personas
Journey Maps
Moments of Truth
Deeper Modifications of CX Techniques
Developing an EX Strategy
Direct Application of CX Techniques
Design Thinking
Deeper Modifications of CX Techniques
Building an Employee-Centric Culture
Direct Application of CX Techniques
EX Objectives
Success Stories
Deeper Modifications of CX Techniques
Conclusion
Recommended by the Authors
About This Research
Endnotes
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