Gartner Research

Improve Employee Experience to Drive Improvements in Customer Experience

Published: 26 November 2019

ID: G00463535

Analyst(s): Gene Phifer

Summary

Organizations recognize the importance of great customer experience but are often challenged to identify why the employee experience is equally critical. Application leaders must recognize how employees impact the customer experience and the steps needed to improve the employee experience.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Employee Experience Impacts Customer Experience
  • Proactive Steps Can Drive Improvements in Employee Experience
    • Identify What Drives the Employee Experience
    • Implement Voice-of-the-Employee Programs
    • Invest in the Cultural, Technological and Physical
    • Recognize Key Digital Worker Personas
    • Utilize Empathy and Employee Journey Mapping
    • Design New Journeys From the Heart, Not the Hierarchy
  • Technology Enhances the Employee Experience

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