The Intersection of Employee Experience and Customer Experience

How does the employee experience impact customer experience? There is no simple answer. While many marketers and HR-related executives see a link, a survey West Monroe conducted of Customer Experience Professionals Association (CXPA) members found near-half of respondents said a motivated and equipped workforce — two essential elements of employee experience and employee engagement — were most critical for their companies to achieve an improved CX (cited by 53 percent of respondents), business agility (50 percent) and digital transformation (49 percent).