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Business leaders know that customer experience and employee experience are intertwined. If an employee is happy in their position, they’re more likley to provide better service.
But while 97% of CEOs say they have a CX strategy, only 81% say they have an EX strategy, according to the NTT report.
The MIT Technology Review Insights report found that employees are looking for the same things as customers from a brand: personalization, values and efficiency.
“To build an engaged and high-performing workforce, organizations need to reshape their employee value proposition to mirror their customer proposition for fast, convenient, and personalized experiences with a brand that shows leadership on sustainable business practices,” the report read.
Key to that are personalization and empowering employees to do their best work. These are especially important among Generation Z, a generation that is increasingly making up contact center employees and who are harder to retain, the report found.
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