There’s a new buzzword in town, and it’s taking the industry airwaves by storm. Our industry’s new object of affection: the employee experience.
Of course, the idea that organizations should pay attention to and improve the employee experience in the form of the workplace, the tools, and the processes they use to perform their tasks is not new. But the idea has found a fresh and reinvigorated buzz as vendors and pundits connect it to both the need to improve the customer experience and the broader push around digital transformation.
The thinking goes that the customer experience is now essential to driving competitive value, but that an organization’s employees must have a conducive work environment to deliver such a positive experience to the customer. Ergo, an investment in the employee experience yields value in the form of a winning customer experience.