Gartner Research

Improving the Employee Experience by Learning From Customer Experience Functions

Published: 31 March 2019

ID: G00706872

Analyst(s): Human Resources Research Team

Summary

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.

Table Of Contents

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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