We have become accustomed to working and prioritizing the customer experience. We know the importance of placing the customer at the centre and making them a personalised protagonist of the interrelations they have with the company.

Perhaps what is not so internalized is the culture of employee experience. In fact, on many occasions they are seen as entities differentiated from each other.

But the truth is that experts indicate that CX is closely related to EX. An involved and satisfied employee will reflect their commitment in the relationship they have to maintain with the customer.

Why employee experience?

Happiness is the new “engagement”. Happy employees have a direct impact on business results, which translates into data such as:

• 30% increase in innovation.
• A 25% decrease in burnout
• An increase of 44% in withholding.
• Happiness achieves 12% more productive employees compared to apathy that causes a 10% drop in that productivity.

The importance of employee experience lies in the fact that it is directly related to productivity, commitment, satisfaction and quality of work. Being able to generate good EX helps retain valuable workers and reduce turnover, resulting in reduced recruitment and training costs.

With nuances, CX and EX, apart from being connected, have a similar approach: get to know the employee and their needs through active listening, offer them answers-solutions, and achieve their loyalty.

The customer experience has to do with an emotional memory, with what they are made to feel. And this is built through small details that generate a memorable experience.

If employees, who are the ones who are in direct contact with the customer, do not believe in the values they are going to communicate, they will hardly be able to transmit them.

What actions can a company take to improve the employee experience?

• Cultivate a positive company culture by encouraging open communication, collaboration, and transparency. In this way, a feeling of belonging will end up being created.
• Provide training and tools that result in their productivity, agility and efficiency.
• Offer a work-life balance that includes policies such as flexible hours, hybrid work, or multitasking
• Encourage active listening to employees, taking into account their opinions so that they feel valued and respected. They are the ones who are on the front line of the customer and can contribute a lot about processes.
• Reward and recognize good performance.
• Encourage collaborative work.

To summarize, synergies between customer experience and employee experience can lead to a more positive company culture, improved processes, training and development, effective internal communication, and innovation, which can improve the customer experience and ultimately lead to higher customer satisfaction and increased profitability for the company.