Before we can understand the connection between EX and CX — we must first understand the key differences. The first difference Mike highlights is the balance of power. Think about the good old saying “The customer is always right”. When you apply that to the employee, it doesn’t have the same ring.
The way in which we deliver optimal customer experience is changing. What worked ten years ago, for many businesses, is obsolete now. With emerging technologies, automation and artificial intelligence it can be tricky to navigate how to win on customer experience.
How do we measure the impact of each aspect of that experience on overall score? Human connection can have as much as a 40% influence on overall NPS score. At the Frontline Experience Summit, 2020, Alyona Medelyan, CEO talked about diving into the details to find the magic in your data.