Best Practice Report

Cure Broken Customer Experiences With Voice Of The Employee Programs

January 8th, 2015
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Samuel Stern, null
Samuel Stern
With contributors:
Michael Gazala , Dylan Czarnecki

Summary

Customer experiences fail, and customer experience (CX) pros often don’t know why. That’s because they don’t systematically collect feedback from the one group that can provide insight about the entire ecosystem — their employees. Employee feedback provides context for how customers perceive their experiences, helps identify process, policy, and technology hurdles that hinder experience delivery, and gives insight into the quality of employee experiences. That’s why CX pros must build voice of the employee (VoE) programs that collect feedback from employees, help them uncover the causes of CX issues, react to feedback, and ultimately explain to employees how their feedback is used.

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