Employee Experience – The Future of Customer Experience

Laptop Screen mit Bildern von Menschen. Links blaue Sprechblase in der steht

Learning from Customer Experience

A lot of companies initialise actions to improve the Employee Experience. But how do I achieve a positive, holistic Employee Experience? How do I make my employees stay longer with my company, regarding this fast converting working environment? An approach to face these challenges, would be to take procedures and methods from the Customer Experience and transfer it to the employees. 

Markus Murtinger talks in his keynote at the Business Meeting “Smart Recruiting” also about Employee Experience.

Emotions and Experiences at the Working Place

Employee Experience is what – and above all how – we experience something in the context of our daily business. As humans we also have emotions, experiences and feelings at our place of work. We – in comparison to machines – can do more than just differ between zero and one: We have positive and negative experiences, success and failures, flow and frustration.

Employee Experience & Customer Experience

We often think about User or Customer Experience. But just as often a crucial part is missing – the Employee Experience. Satisfied and motivated employees are an essential foundation for the business’ success. Especially when it comes to digitisation, motivated and well trained employees are critical factors for success. If in customer support for an e-commerce portal, to answer complex questions in insurances or consulting in a bank.

A lot of automated processes can bei digitised – but at certain points in a Customer Journey, we will still have touchpoints with real employees. In quite a few real life projects, we can see that especially these touchpoints play an important role in Customer Experience. One option to investigate Employee Experience is “Mobile Ethnography“.

Regarding Employee Experience, we see the following challenges:

Challenges in Employee Experience

  • Feedback Management: Especially the younger generation pushes to get realtime and constant feedback in their working environment. Actions require direct and realtime reactions.
  • Integration in Innovation Processes: Employees need to be integrated in the development of new services, products or processes. Decisions should not only be made on business or technical base.
  • Modern Technologies: Employees often interact in their leisure time with more modern systems than the ones they use at work (new smartphone, innovative applications and user interfaces,…). This familiar User Experience should also be found within their working environment.
  • Flexible Communication and Networking: The exchange on different channels should also work on various messenger-systems and -apps. The options for communication are often limited.

Employee Experiences also need to be analysed, planned and designed, just like thoughts on Customer Experience subjects. Methods like Personas, Touchpoint Analysis or Customer Journeys (in this case Employee Journeys) are pretty perfect also for the subject of Employee Experience.

Ms Ulrike Kretzer will answer your questions about Employee Experience.

Keynote at the Business Meeting „Smart Recruiting“

Do you want to know how to increase your Employee Experience? Then go to see the Smart Recruiting Event by the Wirtschaftsagentur Wien. Markus Murtinger has a keynote talking about “Employee Experience – The Future of Customer Experience”.

 

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Ulrike Kretzer

Senior Experience Consultant