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
©2021 Gartner, Inc. and/or its affiliates.
All rights reserved.
Gartner is a registered trademark of Gartner, Inc. and its affiliates.
This publication may not be reproduced or distributed in any form without Gartner’s prior written permission.
It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact.
While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information.
Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such.
Your access and use of this publication are governed by Gartner’s Usage Policy.
Gartner prides itself on its reputation for independence and objectivity.
Its research is produced independently by its research organization without input or influence from any third party.
For further information, see Guiding Principles on Independence and Objectivity.